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Update Manager stuck on Downloading Binaries

Stabley

Hi, forgive my ignorance as I am new to supporting Sophos and need assistance. Update manager is showing last updated on 7/17 and shows a status of Downloading Binaries. I dont seem to be getting any errors other than an occasional 1028 in event viewer(http://sophos.cdn.lumension.com/sophos/windows/Update Rollup 7 for System Center 2012 SP1 - Data Protection Manager (KB2966012).pls: System.Net.WebException: The remote server returned an error: (404) Not Found.)

I dont know if this is related. I checked the ALupdate log and it shows the following:

Trace(2014-Aug-13 11:10:26): ALUpdate started: -ScheduledUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
Trace(2014-Aug-13 11:10:26): Process security set successfully
Trace(2014-Aug-13 11:10:26): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has been added.
Trace(2014-Aug-13 11:10:26): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  available from Sophos.
Trace(2014-Aug-13 11:10:26): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  the Spam Rules package.
Trace(2014-Aug-13 11:10:26): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2014-Aug-13 11:10:26): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2014-Aug-13 11:10:26): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
Trace(2014-Aug-13 11:10:26): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
Trace(2014-Aug-13 11:10:26): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2014-Aug-13 11:10:26): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2014-Aug-13 11:10:26): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2014-Aug-13 11:10:26): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2014-Aug-13 11:10:26): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
Trace(2014-Aug-13 11:10:26): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
Trace(2014-Aug-13 11:10:26): Computer is a not possible cluster
Trace(2014-Aug-13 11:10:26): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2014-Aug-13 11:10:26): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2014-Aug-13 11:10:26): Considering subscribed products.
Trace(2014-Aug-13 11:10:26): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2014-Aug-13 11:10:26): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2014-Aug-13 11:10:26): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2014-Aug-13 11:10:26): IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2014-Aug-13 11:10:26): IPCSender::ProcessSend started
Trace(2014-Aug-13 11:10:26): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2014-Aug-13 11:10:26): RMSMessageHandler: ALUpdateStart
Trace(2014-Aug-13 11:10:26): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2014-Aug-13 11:10:26): IPCSender::ProcessSend: Listener not ready starting to wait
Trace(2014-Aug-13 11:10:26): ALUpdate(AutoUpdate.Started):
Trace(2014-Aug-13 11:10:26): UpdateCoordinator::UpdateNow: Entering
Trace(2014-Aug-13 11:10:26): PopulateCache: Entering
Trace(2014-Aug-13 11:10:26): ProductFactory::Create: SimpleProduct: {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
Trace(2014-Aug-13 11:10:26): ProductFactory::Create: SimpleProduct: {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2014-Aug-13 11:10:26): ProductFactory::Create: SAU Product
Trace(2014-Aug-13 11:10:26): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2014-Aug-13 11:10:26): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2014-Aug-13 11:10:26): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
Trace(2014-Aug-13 11:10:26): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2014-Aug-13 11:10:26): Calling package_source_init
Trace(2014-Aug-13 11:10:26): TrySyncProduct, Calling BeginSync
Trace(2014-Aug-13 11:10:26): Custom certificate already present.
Trace(2014-Aug-13 11:10:26): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat
Trace(2014-Aug-13 11:10:26): Remote connection over HTTP.
Trace(2014-Aug-13 11:10:26): Read file master.upd (Remote).
Trace(2014-Aug-13 11:10:26): Synchronised file root.upd (Local).
Trace(2014-Aug-13 11:10:26): Synchronised file escdp.dat (Local).
Trace(2014-Aug-13 11:10:26): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\ProductID.dat
Trace(2014-Aug-13 11:10:26): Synchronised file ProductID.dat (Local).
Trace(2014-Aug-13 11:10:27): ParseCustomerIDFile: completed: 0
Trace(2014-Aug-13 11:10:27): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
Trace(2014-Aug-13 11:10:27): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT
Trace(2014-Aug-13 11:10:27): CIDUpdate(SyncProduct.Start): RMSNT, http://my.clarityservices.com/AVupdates/CIDs/S000/SAVSCFXP/
Trace(2014-Aug-13 11:10:27): Checksum found in master.upd matches cached cidsync.upd : 4aa715fb. Skipping download
Trace(2014-Aug-13 11:10:27): CIDUpdate(PrimarySuccess):
Trace(2014-Aug-13 11:10:27): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 1
Trace(2014-Aug-13 11:10:27): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 1
Trace(2014-Aug-13 11:10:27): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2014-Aug-13 11:10:27): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP
Trace(2014-Aug-13 11:10:27): CIDUpdate(SyncProduct.Start): SAVXP, http://my.clarityservices.com/AVupdates/CIDs/S000/SAVSCFXP/
Trace(2014-Aug-13 11:10:27): Checksum found in master.upd matches cached cidsync.upd : e019349b. Skipping download
Trace(2014-Aug-13 11:10:27): CIDUpdate(PrimarySuccess):
Trace(2014-Aug-13 11:10:27): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2014-Aug-13 11:10:27): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate
Trace(2014-Aug-13 11:10:27): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, http://my.clarityservices.com/AVupdates/CIDs/S000/SAVSCFXP/
Trace(2014-Aug-13 11:10:27): Checksum found in master.upd matches cached cidsync.upd : 10c0e8d7. Skipping download
Trace(2014-Aug-13 11:10:27): CIDUpdate(PrimarySuccess):
Trace(2014-Aug-13 11:10:27): ALUpdate(DownloadEnded):
Trace(2014-Aug-13 11:10:27): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2014-Aug-13 11:10:27): ALUpdate(Action.Skipped): RMSNT
Trace(2014-Aug-13 11:10:27): CIDUpdateLocation::OnNullUpdate...
Trace(2014-Aug-13 11:10:27): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
Trace(2014-Aug-13 11:10:27): CustomFileMap::Read: Subfolder = rms productID = {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
Trace(2014-Aug-13 11:10:27): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\rms.custom
Trace(2014-Aug-13 11:10:27): CustomFileMap::Read: File exists and appears valid.
Trace(2014-Aug-13 11:10:27): CIDUpdateLocation::OnNullUpdate complete.
Trace(2014-Aug-13 11:10:27): ALUpdate(Action.Skipped): SAVXP
Trace(2014-Aug-13 11:10:27): CIDUpdateLocation::OnNullUpdate...
Trace(2014-Aug-13 11:10:27): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
Trace(2014-Aug-13 11:10:27): CustomFileMap::Read: Subfolder = savxp productID = {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2014-Aug-13 11:10:27): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\savxp.custom
Trace(2014-Aug-13 11:10:27): CustomFileMap::Read: File exists and appears valid.
Trace(2014-Aug-13 11:10:27): CIDUpdateLocation::OnNullUpdate complete.
Trace(2014-Aug-13 11:10:27): ALUpdate(Action.Skipped): Sophos AutoUpdate
Trace(2014-Aug-13 11:10:27): CIDUpdateLocation::Prepare... entered
Trace(2014-Aug-13 11:10:27): CheckManifest completed successfully
Trace(2014-Aug-13 11:10:27): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
Trace(2014-Aug-13 11:10:27): CustomFileMap::Read: Subfolder = sau productID = {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2014-Aug-13 11:10:27): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\sau.custom
Trace(2014-Aug-13 11:10:27): CustomFileMap::Read: File exists and appears valid.
Trace(2014-Aug-13 11:10:27): Updating subscription information from product ID data.
Trace(2014-Aug-13 11:10:27): Rigid name: F26F7EC0-1302-4DA7-8B6B-A5383051D41A
Trace(2014-Aug-13 11:10:27): Version: 10.3.7.3511.555.1
Trace(2014-Aug-13 11:10:27): CIDUpdateLocation::OnNullUpdate...
Trace(2014-Aug-13 11:10:27): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
Trace(2014-Aug-13 11:10:27): CustomFileMap::Read: Subfolder = sau productID = {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2014-Aug-13 11:10:27): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\sau.custom
Trace(2014-Aug-13 11:10:27): CustomFileMap::Read: File exists and appears valid.
Trace(2014-Aug-13 11:10:27): CIDUpdateLocation::OnNullUpdate complete.
Trace(2014-Aug-13 11:10:27): RMSMessageHandler: ALUpdateEnd
Trace(2014-Aug-13 11:10:27): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate" />
Trace(2014-Aug-13 11:10:27): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate" />
Trace(2014-Aug-13 11:10:28): IPCSender::ProcessSend exiting

Tried restarting the Update Manager service, but that is about it. Any assistance would be appreciated. Thanks.

:52603


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  • 0

    Hello Stabley,

    forgive my ignorance

    then allow me to explain a few details first:

    The ALupdate belongs to the AutoUpdate component of endpoint ("Anti-Virus") software and has nothing to do with SUM (indeed it's not necessary that the endpoint software and AutoUpdate in particular is installed on the management server or a SUM). The logs for SUM are in %ProgramData%\Sophos\Update Manager\Logs.   

    The download error seems to be from the Patch component which downloads its data independent from SUM. You should report this error to Support if you're still getting it. 

    You say that you have successfully restarted the Update Manager service but the status (Downloading binaries) did not change - or did it briefly and then turned to Downloading ... again? Incidentally the there's another thread where 7/17 and a stuck SUM "perform" together in an issue. Around this time the update to SUM 1.5.2 has been rolled out, wonder if there's a connexion. On my installation I can't find the SUMSelfUpdaterLog.txt but you might want to check if it perhaps exists.

    Christian

    :52645
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  • 0

    Hello Stabley,

    forgive my ignorance

    then allow me to explain a few details first:

    The ALupdate belongs to the AutoUpdate component of endpoint ("Anti-Virus") software and has nothing to do with SUM (indeed it's not necessary that the endpoint software and AutoUpdate in particular is installed on the management server or a SUM). The logs for SUM are in %ProgramData%\Sophos\Update Manager\Logs.   

    The download error seems to be from the Patch component which downloads its data independent from SUM. You should report this error to Support if you're still getting it. 

    You say that you have successfully restarted the Update Manager service but the status (Downloading binaries) did not change - or did it briefly and then turned to Downloading ... again? Incidentally the there's another thread where 7/17 and a stuck SUM "perform" together in an issue. Around this time the update to SUM 1.5.2 has been rolled out, wonder if there's a connexion. On my installation I can't find the SUMSelfUpdaterLog.txt but you might want to check if it perhaps exists.

    Christian

    :52645
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