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Enterprise Console not able to update

yeowkm

my enterprise console version 4.5.1.0 is not able to update since last week.

this are the logs in the event viewer.

:39051


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  • 0

    Hello yeowkm,

    as the sample event says it is a subsequent error. The original error should be in one of the first events around the same time. If you can't locate it in the Event Viewer please check the SUMTrace logs (\D&S\All Users\Application Data\Sophos\Update Manager\Logs).

    Christian

    :39057
  • 0

    what should i take note of in the logs 

    :39061
  • 0

    Hello yeowkm,

    the error :smileyvery-happy: - no, seriously, it should not be too hard to spot the error (can't say what to expect, one possible error is cannot create stream) by scrolling down from the start of an attempted update. This is indicate by a line containing  Cmd-ALL << [I1021][ActionSyncSupplements] (preceded by several lines with - No action). An error is then indicated by a line tagged with Cmd-ALL << [Ennnn] - usually preceded by an untagged line with a short error text like for example Sync failure: Cannot create stream .... The first E line is normally the one of interest, the others likely contain ... because the synchronise operation failed due to an earlier error. So please make sure the first one is there if you post a snippet of the log.

    Christian

    :39063
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    1364140943 536870938 50 0 4 D:\sophos\Working\.\Decoded-Sub0\8BAA10C1-3844-465E-919C-D778A5407708 ESCOSX 8BAA10C1-3844-465E-919C-D778A5407708 RECOMMENDED 1364140943 536870931 50 0 1 D:\sophos\Working\.\Decoded-Sub0 1364140943 536870921 0 1 2 ActionDecodeEverything-Sub0 DispatcherSupplements-2013-03-24T16-01-58-893 1364140943 1610616865 0 1 2 ActionGenerateCid-Sub0 DispatcherSupplements-2013-03-24T16-01-58-893 1364140943 536870917 50 0 2 8BAA10C1-3844-465E-919C-D778A5407708 RECOMMENDED 1364140943 536870921 0 1 2 ActionGenerateCid-Sub0 DispatcherSupplements-2013-03-24T16-01-58-893 1364140943 1610616865 0 1 2 ActionDeployCids-Sub0-0 DispatcherSupplements-2013-03-24T16-01-58-893 1364140943 536870928 50 1 4 D:\sophos\CIDs\S000 ESCOSX 8BAA10C1-3844-465E-919C-D778A5407708 RECOMMENDED 1364140943 536870921 0 1 2 ActionDeployCids-Sub0-0 DispatcherSupplements-2013-03-24T16-01-58-893 1364140943 1610616865 0 1 2 ActionDeployCids-Sub0-1 DispatcherSupplements-2013-03-24T16-01-58-893 1364140943 536870928 50 1 4 \\GVTPSAV01\InterChk\SAV7x\CIDs\S000 ESCOSX 8BAA10C1-3844-465E-919C-D778A5407708 RECOMMENDED 1364140943 536870921 0 1 2 ActionDeployCids-Sub0-1 DispatcherSupplements-2013-03-24T16-01-58-893 1364140943 1610616865 0 1 2 ActionDeployCids-Sub0-2 DispatcherSupplements-2013-03-24T16-01-58-893 1364140943 536870928 50 1
    :39067
  • 0

    Hello yoewkm,

    that's from SUMLog... (which makes only sense when viewed with Logviewer.exe) - what we need is from SUMTrace... You should search there for the strings I've posted. And please make sure the linebreaks are preserved.

    Christian

    :39071
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    2013-04-08 10:31:29 : Decoding complete.

    2013-04-08 10:31:29 : Cmd-ALL << [S0003][D:\sophos\Working\.\Decoded-Sub0\8BAA10C1-3844-465E-919C-D778A5407708][ESCOSX][8BAA10C1-3844-465E-919C-D778A5407708][RECOMMENDED] The decode operation was successful (and non-NULL).

    2013-04-08 10:31:29 : Cmd-ALL << [S0004][D:\sophos\Working\.\Decoded-Sub0] The decode operation was successful.

    2013-04-08 10:31:29 : Cmd-ALL << [I0009][ActionDecodeEverything-Sub0][DispatcherSupplements-2013-04-08T02-31-16-1634] Action 'ActionDecodeEverything-Sub0' with caller 'DispatcherSupplements-2013-04-08T02-31-16-1634' succeeded!

    2013-04-08 10:31:29 : Cmd-ALL << [I1021][ActionGenerateCid-Sub0][DispatcherSupplements-2013-04-08T02-31-16-1634] Action 'ActionGenerateCid-Sub0' with caller 'DispatcherSupplements-2013-04-08T02-31-16-1634' started...

    2013-04-08 10:31:29 : Generate a CID in D:\sophos\Working\.\Decoded-Sub0\8BAA10C1-3844-465E-919C-D778A5407708

    2013-04-08 10:31:29 : CIDGenerate: Customer ID appears to be: 4362f8d1d7fd267ceec7b973f525a526

    2013-04-08 10:31:29 : CID Gen scan D:\sophos\Working\.\Decoded-Sub0\8BAA10C1-3844-465E-919C-D778A5407708\customer_ID.txt

    2013-04-08 10:31:29 : CID Gen scan D:\sophos\Working\.\Decoded-Sub0\8BAA10C1-3844-465E-919C-D778A5407708\manifest.dat

    2013-04-08 10:31:29 : CID Gen scan D:\sophos\Working\.\Decoded-Sub0\8BAA10C1-3844-465E-919C-D778A5407708\sdf.xml

    2013-04-08 10:31:29 : CID Gen scan D:\sophos\Working\.\Decoded-Sub0\8BAA10C1-3844-465E-919C-D778A5407708\Sophos Anti-Virus.mpkg\Contents\Info.plist

    2013-04-08 10:31:29 : CID Gen scan D:\sophos\Working\.\Decoded-Sub0\8BAA10C1-3844-465E-919C-D778A5407708\Sophos Anti-Virus.mpkg\Contents\Packages\SophosAU.mpkg\Contents\Info.plist

    2013-04-08 10:31:29 : CID Gen scan D:\sophos\Working\.\Decoded-Sub0\8BAA10C1-3844-465E-919C-D778A5407708\Sophos Anti-Virus.mpkg\Contents\Packages\SophosAU.mpkg\Contents\Packages\SophosAUCLI8.0.1.pkg\Contents\Archive.bom

    :39115
  • 0

    i tried manually adding stations to the new EC.

    some give the following error.

    saying "this computer is not yet managed it is protected but has not yet reported back its status".

    how do I make sure that it is managed.

    :39117
  • 0

    Hello yeokm,

    you should better start a new thread with this as it is unrelated to this thread's topic.

    Christian

    :39119
  • 0

    Hello yeowkm,

    there's no error in this snippet and it's from the Decoding actions whereas the update error is fro the Synchronize stage. Please not that there are four SUMTrace logs so if you haven't found the string I've quoted in the current log it is likely in one of the others. While in case of a successful actual update and several subscriptions the logs possibly don't cover a full update cycle they should do so when an error occurs. So please try to locate it - without the relevant part of the log it is all but impossible to gibe useful advice (another option would be uploading all four logs to some filesharing site but be careful, they might contain sensitive data).

    Christian

    :39121