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Help Using Sophos Endpoint 10.3 users failing to update

jessej

So I began working for an insurance company utilizing Sophos Endpoint Security and Control, version 10.3 and many users here are failing to update. I have uninstalled/reinstalled Sophos and even used Revo Uninstaller at one point to completely remove registry information from Sophos from the user's machines yet still, once Sophos is reinstalled on the machines they all fail to update. Please let me know if this is a known issue or if anyone has any ideas how to fix this, thanks.

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    Hello jessej,

    please note that this is mainly a customer/user forum and not a support line with a guaranteed (TT)R. 

    if this is a known issue

    From your description the issue is many if not all endpoints fail to update even after a (apparently successful) reinstall. I daresay that like for all similar setups (clients updating or retrieving data from an on-premise server) the answer is both yes (this is usually the consequence of an infrastructure or setup error) and no (if it were a recently surface general problem the forum would already be full of queries).

    Thus if you need more or less immediate response you should call Support. Otherwise searching the knowledgebase or the forum will give you a start. Even using the quite unspecific knowledgebase search for failing to update (which not surprisingly returns many hits often unrelated to your problem) you'd stumble upon An endpoint computer fails to update ('Could not contact server') which lists some common problems and potential solutions.

    Admittedly the article closes with

    Still have a problem?

    For further help post your error to our SophosTalk community.

    You've done so already :smileyhappy: - but the important part (your error - meaning something a little bit more specific) is missing. Thus please: check the updating logs as shown. Perhaps the error is listed and you can resolve it with the help of the article. If not, try a search with more distinguishing terms. If time permits browse a few related threads on this board: Updating errors are not uncommon but can have a variety of reasons, one or the other thread might put you already on the right track and this will speed up a solution significantly.

    (Sorry for the rant, :smileytongue: I'll do it for every 127th general query :smileytongue: - feel free to post the details of your problem)

    Christian 

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