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Enpoint Security: Update Options Missing

mhe

Hello everyone, I have some troubles with my Endpoint Security installation. There are no update options available in the program window, and running updates from the taskbar icon fails. The AutoUpdate service is running, re-installing the software didn't help. Further, there are no log files for the updates to be found anywhere -- the Logs folder at Program Data\Sophos\AutoUpdate doesn't even exist. I am currently running version 10.3 under Win7 x64, but (if I remember correctly) the problem appeared already in V10.2.

I tried searching for the problem, but all results that turn up are just about some more general issues -- not about the entire options dialog and log files missing.

Any ideas what's going on here?

Thanks

Matt

:50258


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  • 0

    Hello mhe,

    the problem appeared already in V10.2

    you do have the AV component installed or you don't?

    no update options

    You mean Updating->Configure updating gives a window with no values filled in? How and where did you (re-)install from?

    Christian

    :50260
  • 0

    Hi Christian, thanks for your reply. What I meant to describe was that I don't even have an "Updating" field in my program window. I see the "Antivirus and HIPS" and "Tamper protection" categories. That's it. 

    The AV and AutoUpdate components are both installed from a full remove/reinstall cycle. The installer was provided by the IT center of my university (antivir.gwdg.de, in German). 

    :50278
  • 0

    Hello mhe,

    I've never see a case where the Updating section was missing. Maybe it would look like this if AutoUpdate weren't installed - can't check this right now. Is Sophos AutoUpdate listed in Programs and Features (or whatever it is called in German)? In principle your university's IT should give support - especially as they provide a (custom) package.

    Usually AutoUpdate is installed first which then downloads an installs the other components (and updates itself). Installer logs are normally either in the system temp (C:\Windows\TEMP\) or your user's %TEMP% directory. It shouldn't be too hard to identify the ones belonging to Sophos or the package install..

    Christian

    :50338
  • 0
    Hi Christian, yes - the AutoUpdate component is listed under installed software. I think I have no log files left from the installation (my Temp dir is usually mounted as a RAM disk), but I will try to remove and reinstall the program and have a look for those. This might take a few days as I will be busy until the weekend, but I'll write again when I've had the time to try it. I will also try to ask my university for support. Thanks Matt
    :50340
  • 0

    After contacting my local support, we came to the conclusion that apparently the deinstallation had not been carried out correctly - there is a knowledge base article somewhere on how to perform the deinstallation of the software components in the correct order (first Antivirus, then AutoUpdate). When adhering to this routine, everything works fine after reinstalling the program.

    Best regards

    Matt

    :50750
  • 0
    Yes, that seems to be exactly what was going on in my case ... including the solution. :) As I said, I think this already appeared before 10.3.X. On a side note, on one of my systems I have the recurring problem that installing or upgrading Sophos breaks my Winsock protocol, and I have to reset it (once, usually) to regain internet access. Any idea where that might come from?
    :50786