Console Errors

Question

Hi,

i would like to seek for you advice on following errors.

1. Could not find a source for updated packages - been seeing this errors on some of the manage endpoints in the console.

2. why Sophos endpoint show update failed error on freshly restarted or booted computer?

Thank you.

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jak · Accepted Answer

HI,

I take that to mean you have 2 errors in SEC:

1. 00000071 - Could not find a source for update packages

This suggest that AutoUpdate on the client couldn't find any packages or contact the server.

This could be as a result of many things, you would really need the client AutoUpdate logs, found here:

\programdata\sophos\AutoUpdate\logs\ALupdate{timestamp}.log (Vista+)

\program files\sophos\AutoUpdate\logs\ALupdate{timestamp}.log (2000/XP/2003)

Example problems might be:

1. The updating path is wrong, you can see this in SEC under the updating tab.

E.g. \\<server>\sophosupdate\Cids\s0001\SAVSCFXP\

Can the client resolve <server> address as seen?
If you browse that path (ideally from the problem client) it's ok?

Other clients are using the same path and are ok?

If nothing is obviously wrong with the policy you need to take a look at the client log mentioned above.

2. 0000006d - Restart needed for updates to take effect

When the client requests a reboot following an install or possibly an upgrade, it send a message back to SEC to reflect this.

When the client is restarted - AutoUpdate realises this is taking place (on a clean shutdown) and updates a registry key. RMS then returns the state which cleans the error automatically in SEC. All errors in SEC regarding SAU should auto-clear, you can't clear them manually.

I would suggest:

1. Force an update now to the client from SEC.

If the key:

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus \

RestartRequired

on the client is set to 1 - requires a reboot or thinks it does. (I think it's one), not present or 0, would mean that it doesn't require a reboot, this state would then be returned.

2. If you know the machine has been rebooted and the above number is 1, you could set it to 0 and then force it to update. This will send back the new state.

I've found the most likely cause of this is the machine not shutting down cleanly and therefore not giving the AutoUpdate service enough time to set the key.

Regards,

Jak