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Download of Sophos AutoUpdate Failed from server \\SUM\share - 6b

I'm having issues with 1 SUM. This is the only SUM that clients are getting this error message from.

The SUM is recieving updates in line with the other 3 SUMs and no error messages are reporting on the SUM.

This is what I tried:

1. Stop services (Sophos Agent, Sophos Message Router, Sophos Update Manager)

2. Delete the folders \\ksrcandc-b\SophosUpdate\CIDs & \\ksrcandc-b\SophosUpdate\Warehouse - as these folders might be corrupt and a re-download will fix

3. Start the services back up

4. OPen the SEC and update now - binaries download etc... folders/files reappear

5. Go to the clients with the error and update now/comply with configuration -- nothing

-View computer details each client shows the error detailed in the subject of this post

6. Go to a few of the clients (mix of xp and windows 7) look in the Update settings, verify the correct credentials are used - yes.

7. Go to the log and see after updating:

-Could not connect to the Server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details. - Yes as said before credentials look correct and there are no proxy configuration needed.

Stuck, not sure what else to try.

Any suggestions would be great.

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0 JoshMcCracken over 11 years ago

Trace(2014-Sep-11 08:16:49): Logging on network access user
Trace(2014-Sep-11 08:16:49): Attempting to make a connection to remote machine \\KSRCANDC-B\SophosUpdate\CIDs\S000\SAVSCFXP
Trace(2014-Sep-11 08:17:00): CIDUpdate(Info): \\KSRCANDC-B\SophosUpdate, DRESDENIND\SophosUpdate, 86
Trace(2014-Sep-11 08:17:00): Custom certificate already present.
Trace(2014-Sep-11 08:17:00): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat
Trace(2014-Sep-11 08:17:00): Remote connection over UNC.
Trace(2014-Sep-11 08:17:04): File master.upd not found (Remote). Return code 0x80040f04
Trace(2014-Sep-11 08:17:04): Unable to read file master.upd (Remote)
Trace(2014-Sep-11 08:17:04): Unable to synchronise file root.upd.
Trace(2014-Sep-11 08:17:04): Unable to synchronise file escdp.dat.
Trace(2014-Sep-11 08:17:04): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\ProductID.dat
Trace(2014-Sep-11 08:17:04): Unable to synchronise file ProductID.dat.
Trace(2014-Sep-11 08:17:04): File root.upd recovered.
Trace(2014-Sep-11 08:17:04): File escdp.dat recovered.
Trace(2014-Sep-11 08:17:04): File ProductID.dat recovered.
Trace(2014-Sep-11 08:17:09): Error -2147217660 in ReadCustomerIDFile
Trace(2014-Sep-11 08:17:09): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
Trace(2014-Sep-11 08:17:09): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT
Trace(2014-Sep-11 08:17:09): CIDUpdate(SyncProduct.Start): RMSNT, \\KSRCANDC-B\SophosUpdate\CIDs\S000\SAVSCFXP
Trace(2014-Sep-11 08:17:09): CIDUpdateLocation::Sync - Updating from local CID: \\KSRCANDC-B\SophosUpdate\CIDs\S000\SAVSCFXP\rms
Trace(2014-Sep-11 08:17:09): CIDSync(CidSyncMessage): 
Trace(2014-Sep-11 08:17:14): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2014-Sep-11 08:17:14): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\rms.map
Trace(2014-Sep-11 08:17:14): CIDSync(CidSyncMessage): \\KSRCANDC-B\SophosUpdate\CIDs\S000\SAVSCFXP\rms,  
Trace(2014-Sep-11 08:17:14): CIDUpdateLocation::SyncProduct: Failed to update product (RMSNT) from "\\KSRCANDC-B\SophosUpdate\CIDs\S000\SAVSCFXP", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2014-Sep-11 08:17:14): CIDUpdate(CIDDownloadFailed): 
Trace(2014-Sep-11 08:17:15): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2014-Sep-11 08:17:15): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2014-Sep-11 08:17:15): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2014-Sep-11 08:17:15): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started: 
Trace(2014-Sep-11 08:17:15): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2014-Sep-11 08:17:15): Calling package_source_init
Trace(2014-Sep-11 08:17:15): TrySyncProduct, Calling BeginSync

On the client this is the log that is showing.

Yes all the clients are getting the same error.

All clients have a secondary update server which points to Sophos.

All clients are reporting up to date.

Reply

0 JoshMcCracken over 11 years ago

Trace(2014-Sep-11 08:16:49): Logging on network access user
Trace(2014-Sep-11 08:16:49): Attempting to make a connection to remote machine \\KSRCANDC-B\SophosUpdate\CIDs\S000\SAVSCFXP
Trace(2014-Sep-11 08:17:00): CIDUpdate(Info): \\KSRCANDC-B\SophosUpdate, DRESDENIND\SophosUpdate, 86
Trace(2014-Sep-11 08:17:00): Custom certificate already present.
Trace(2014-Sep-11 08:17:00): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat
Trace(2014-Sep-11 08:17:00): Remote connection over UNC.
Trace(2014-Sep-11 08:17:04): File master.upd not found (Remote). Return code 0x80040f04
Trace(2014-Sep-11 08:17:04): Unable to read file master.upd (Remote)
Trace(2014-Sep-11 08:17:04): Unable to synchronise file root.upd.
Trace(2014-Sep-11 08:17:04): Unable to synchronise file escdp.dat.
Trace(2014-Sep-11 08:17:04): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\ProductID.dat
Trace(2014-Sep-11 08:17:04): Unable to synchronise file ProductID.dat.
Trace(2014-Sep-11 08:17:04): File root.upd recovered.
Trace(2014-Sep-11 08:17:04): File escdp.dat recovered.
Trace(2014-Sep-11 08:17:04): File ProductID.dat recovered.
Trace(2014-Sep-11 08:17:09): Error -2147217660 in ReadCustomerIDFile
Trace(2014-Sep-11 08:17:09): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
Trace(2014-Sep-11 08:17:09): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT
Trace(2014-Sep-11 08:17:09): CIDUpdate(SyncProduct.Start): RMSNT, \\KSRCANDC-B\SophosUpdate\CIDs\S000\SAVSCFXP
Trace(2014-Sep-11 08:17:09): CIDUpdateLocation::Sync - Updating from local CID: \\KSRCANDC-B\SophosUpdate\CIDs\S000\SAVSCFXP\rms
Trace(2014-Sep-11 08:17:09): CIDSync(CidSyncMessage): 
Trace(2014-Sep-11 08:17:14): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2014-Sep-11 08:17:14): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\rms.map
Trace(2014-Sep-11 08:17:14): CIDSync(CidSyncMessage): \\KSRCANDC-B\SophosUpdate\CIDs\S000\SAVSCFXP\rms,  
Trace(2014-Sep-11 08:17:14): CIDUpdateLocation::SyncProduct: Failed to update product (RMSNT) from "\\KSRCANDC-B\SophosUpdate\CIDs\S000\SAVSCFXP", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2014-Sep-11 08:17:14): CIDUpdate(CIDDownloadFailed): 
Trace(2014-Sep-11 08:17:15): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2014-Sep-11 08:17:15): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2014-Sep-11 08:17:15): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2014-Sep-11 08:17:15): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started: 
Trace(2014-Sep-11 08:17:15): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2014-Sep-11 08:17:15): Calling package_source_init
Trace(2014-Sep-11 08:17:15): TrySyncProduct, Calling BeginSync

On the client this is the log that is showing.

Yes all the clients are getting the same error.

All clients have a secondary update server which points to Sophos.

All clients are reporting up to date.

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