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sav 10.3 client not updating

sealyit

hi all, have a couple of servers that fail to update.  i can push out the software just fine, but when i go to right click the shield, and go to update now, nothing happens.  nothing appears in the updating log either.

can anyone assist where i can start troubleshooting?  i've tried uninstalling and restinstalling, still the same problem.

Phil.

:50322


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    We have been battling the same issue for at least a week.  Currently we have been escalate to global support who have confirmed this to be an issue with some users of the 10.3 client particularly if they do a web update rather than unc.  Wireshark logs show "SophosUpdate/CIDs/S006/SAVSCFXP/sau//sauconf.xml' is missing (that may be a symptom not the cause) and the update fails with "unable to locate file".  We have recreated the file using exportconfig.exe however we are unable to complete the steps in http://www.sophos.com/en-us/support/knowledgebase/13111.aspx, instead recieving a "cannot find CAC.PEM in the CID" error.

    For now, we have uploaded IIS logs, WIreshark logs, Sophos Diagnostic Utility (SDU) logs to Sophos.  

    :50456
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  • 0

    We have been battling the same issue for at least a week.  Currently we have been escalate to global support who have confirmed this to be an issue with some users of the 10.3 client particularly if they do a web update rather than unc.  Wireshark logs show "SophosUpdate/CIDs/S006/SAVSCFXP/sau//sauconf.xml' is missing (that may be a symptom not the cause) and the update fails with "unable to locate file".  We have recreated the file using exportconfig.exe however we are unable to complete the steps in http://www.sophos.com/en-us/support/knowledgebase/13111.aspx, instead recieving a "cannot find CAC.PEM in the CID" error.

    For now, we have uploaded IIS logs, WIreshark logs, Sophos Diagnostic Utility (SDU) logs to Sophos.  

    :50456
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