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Update Failed

unclerobbie

Since 18th Nov 2011 Sophos Endpoint Security and Control (I'm running v 9.5) is failing to update. The update logs recorded the below errors.

Message                                                                                                                            Module            Process Sequence

Omitida la instalación de Sophos AutoUpdate                                                          ALUpdate        3016      2788
ERROR:   Falló la descarga de SAVXP desde el servidor Sophos                        CIDUpdate    3016      2788
ERROR:   Falló la descarga de SAVXP desde el servidor Sophos                        SDDSUpdate 3016      2788

When I try to force an update (I right click on the icon in the System Tray and select Update Now) the update window pops up and returns "cannot connect to server" .

I have noticed that this issue seems to recur periodically (every 2 or 3 months, or so). When it occured, I tried un-/re-installing Sophos to no avail. Eventually, after a few days, Sophos seems to update without my intervention.

Is this due to my Sophos config or license or, rather, a Sophos server issue? How can I fix it?

:19009


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  • 0

    Hi,

    Can you perform the same steps as in this thread:

    /search?q= 18911
    to get the more verbose updating log.

    Regards,

    Jak 

    :19011
  • 0

    Same deal. However, my license does not expire until 24th Nov 2011.

    Trace(2011-Nov-20 19:59:06): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Archivos de programa\Sophos\AutoUpdate"
    Trace(2011-Nov-20 19:59:06): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
    Trace(2011-Nov-20 19:59:06): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
    Trace(2011-Nov-20 19:59:06): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
    Trace(2011-Nov-20 19:59:06): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
    Trace(2011-Nov-20 19:59:06): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
    Trace(2011-Nov-20 19:59:06): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
    Trace(2011-Nov-20 19:59:06): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
    Trace(2011-Nov-20 19:59:06): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
    Trace(2011-Nov-20 19:59:06): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
    Trace(2011-Nov-20 19:59:06): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
    Trace(2011-Nov-20 19:59:06): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
    Trace(2011-Nov-20 19:59:06): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
    Trace(2011-Nov-20 19:59:06): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
    Trace(2011-Nov-20 19:59:06): ConfigurationImpl, considering PMSR: PureMessage not installed, PMSR package will not be updated
    Trace(2011-Nov-20 19:59:06): Considering subscribed products.
    Trace(2011-Nov-20 19:59:06): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2011-Nov-20 19:59:06): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
    Trace(2011-Nov-20 19:59:06): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
    Trace(2011-Nov-20 19:59:06): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2011-Nov-20 19:59:06): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2011-Nov-20 19:59:06): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2011-Nov-20 19:59:06): GenerateCustomerID: complete
    Trace(2011-Nov-20 19:59:06): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
    Trace(2011-Nov-20 19:59:06): RMSMessageHandler: ALUpdateStart
    Trace(2011-Nov-20 19:59:06): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2011-Nov-20 19:59:06): ALUpdate(AutoUpdate.Started): ***************          Sophos AutoUpdate started          ***************
    Trace(2011-Nov-20 19:59:06): UpdateCoordinator::UpdateNow: Entering
    Trace(2011-Nov-20 19:59:06): PopulateCache: Entering
    Trace(2011-Nov-20 19:59:06): IPCSender::ProcessSend started
    Trace(2011-Nov-20 19:59:06): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2011-Nov-20 19:59:06): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2011-Nov-20 19:59:06): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2011-Nov-20 19:59:06): UpdateCoordinator::UpdateNow: About to Sync list of products
    Trace(2011-Nov-20 19:59:06): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS
    Trace(2011-Nov-20 19:59:06): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2011-Nov-20 19:59:06): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2011-Nov-20 19:59:06): Path to decode files to: C:\WINDOWS\TEMP\sophos_autoupdate1.dir\1321815546
    Trace(2011-Nov-20 19:59:06): Using top level catalogue sdds.esc95
    Trace(2011-Nov-20 19:59:06): SDDSUpdateLocation, constructor start
    Trace(2011-Nov-20 19:59:06): locConfig.m_server = Sophos
    Trace(2011-Nov-20 19:59:06): Calling check on source.m_address.m_path = Sophos
    Trace(2011-Nov-20 19:59:06): Calling package_source_init
    Trace(2011-Nov-20 19:59:06): Creating package source to represent parent
    Trace(2011-Nov-20 19:59:06): Create package source to represent local cache
    Trace(2011-Nov-20 19:59:06): SDDSUpdateLocation::Constructor finished
    Trace(2011-Nov-20 19:59:06): TrySyncProduct, Calling BeginSync
    Trace(2011-Nov-20 19:59:08): Opened catalogue!
    Trace(2011-Nov-20 19:59:08): Attempting to synchronise load balancing and redirection files
    Trace(2011-Nov-20 19:59:08): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
    Trace(2011-Nov-20 19:59:08): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2011-Nov-20 19:59:08): SDDSUpdate(SyncProduct.Start): Downloading product SAVXP from server Sophos
    Trace(2011-Nov-20 19:59:11): SDDSUpdateLocation caught exception from download: Couldn't authenticate user for resource with host server.
    URL was: http://es-web-2.sophos.com/update/E17FE03B-0501-4aaa-BC69-0129D965F311/2ddb71e9469d967d080c88509dc0b659x000.xml
    Trace(2011-Nov-20 19:59:11): SDDSUpdate(SDDSDownloadFailed): ERROR:   Download of SAVXP failed from server Sophos
    Trace(2011-Nov-20 19:59:12): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
    Trace(2011-Nov-20 19:59:12): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
    Trace(2011-Nov-20 19:59:12): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
    Trace(2011-Nov-20 19:59:12): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
    Trace(2011-Nov-20 19:59:12): Calling package_source_init
    Trace(2011-Nov-20 19:59:13): TrySyncProduct, Calling BeginSync
    Trace(2011-Nov-20 19:59:22): File escdp.dat not found. Return code 0x80040f04
    Trace(2011-Nov-20 19:59:22): Could not read master upd file: error 0x80040f04
    Trace(2011-Nov-20 19:59:26): Error -2147217660 in ReadCustomerIDFile
    Trace(2011-Nov-20 19:59:26): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2011-Nov-20 19:59:26): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP
    Trace(2011-Nov-20 19:59:26): CIDUpdate(SyncProduct.Start): Downloading product SAVXP from server Sophos
    Trace(2011-Nov-20 19:59:26): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2011-Nov-20 19:59:26): CIDUpdateLocation::Sync - Updating from http CID: http://es-web-2.sophos.com/update/savxp
    Trace(2011-Nov-20 19:59:26): CIDSync(CidSyncMessage): Starting HTTP connection
    Trace(2011-Nov-20 19:59:29): CIDSync(CidSyncMessage): Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
    Trace(2011-Nov-20 19:59:29): CIDSyncCallback, SynchronisationTerminated - Code = -2147217660
    Trace(2011-Nov-20 19:59:29): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\Archivos de programa\Sophos\AutoUpdate\cache\savxp.map
    Trace(2011-Nov-20 19:59:29): CIDUpdateLocation::SyncProduct: Failed to update product (SAVXP) from "Sophos", Error is :CIDSYNC_E_FILESYNCERROR (Error during file download.)
    Trace(2011-Nov-20 19:59:29): CIDUpdate(CIDDownloadFailed): ERROR:   Download of SAVXP failed from server Sophos
    Trace(2011-Nov-20 19:59:30): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
    Trace(2011-Nov-20 19:59:30): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
    Trace(2011-Nov-20 19:59:30): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS
    Trace(2011-Nov-20 19:59:30): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2011-Nov-20 19:59:30): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2011-Nov-20 19:59:30): Path to decode files to: C:\WINDOWS\TEMP\sophos_autoupdate1.dir\1321815570
    Trace(2011-Nov-20 19:59:30): Using top level catalogue sdds.esc95
    Trace(2011-Nov-20 19:59:30): SDDSUpdateLocation, constructor start
    Trace(2011-Nov-20 19:59:30): locConfig.m_server = Sophos
    Trace(2011-Nov-20 19:59:30): Calling check on source.m_address.m_path = Sophos
    Trace(2011-Nov-20 19:59:30): Calling package_source_init
    Trace(2011-Nov-20 19:59:30): Creating package source to represent parent
    Trace(2011-Nov-20 19:59:30): Create package source to represent local cache
    Trace(2011-Nov-20 19:59:30): SDDSUpdateLocation::Constructor finished
    Trace(2011-Nov-20 19:59:30): TrySyncProduct, Calling BeginSync
    Trace(2011-Nov-20 19:59:31): Opened catalogue!
    Trace(2011-Nov-20 19:59:31): Attempting to synchronise load balancing and redirection files
    Trace(2011-Nov-20 19:59:31): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
    Trace(2011-Nov-20 19:59:31): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2011-Nov-20 19:59:31): SDDSUpdate(SyncProduct.Start): Downloading product Sophos AutoUpdate from server Sophos
    Trace(2011-Nov-20 19:59:34): SDDS(SDDS.DownloadFile): Downloading file ea7b322fb705af2ace0892d6f991a8d8x000.xml
    Trace(2011-Nov-20 19:59:34): SDDS(SDDS.DownloadFile): Downloading file e8cd861e7b56834589f13b0010bc38d9x000.xml
    Trace(2011-Nov-20 19:59:34): Synching version 304.2 of {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2011-Nov-20 19:59:34): calculating decode signature for 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 with a product entry of 99f8b436e86023fadb297ff7a9cb13e1x000
    Trace(2011-Nov-20 19:59:34):  and a version entry of f815d4d299ad4558bfc51b9e926cd02cx000
    Trace(2011-Nov-20 19:59:34): SDDSUpdate(PrimarySuccess): Product cache update from primary server successfully finished
    Trace(2011-Nov-20 19:59:35): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 1
    Trace(2011-Nov-20 19:59:35): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 1
    Trace(2011-Nov-20 19:59:35): ALUpdate(DownloadEnded): Downloading phase completed
    Trace(2011-Nov-20 19:59:35): UpdateCoordinator::UpdateNow: About to Action list of products
    Trace(2011-Nov-20 19:59:35): ALUpdate(Action.Skipped): Installation of Sophos AutoUpdate skipped

    :19013
  • 0

    Hi,

    So if you paste the following into a browser:

    http://es-web-2.sophos.com/update/E17FE03B-0501-4aaa-BC69-0129D965F311/2ddb71e9469d967d080c88509dc0b659x000.xml

    I assume it prompts for credentials but yours (the same ones you have in AutoUpdate) don't work?  

    If that's the case, you're best bet is to contact Support to get the credentials straight as it's not a product issue.

    Regards,

    Jak

    :19015