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Sophos Enterprise Console wont update - with a twist

Taysr

Hi on my server the admin password was changed, and ever since we've not been able to download new updates. We've gone through the necessary steps to fix this although another issue is that the account SophosSERVER-010 Used for download of Sophos Updates has also been changed, we believe this to be the issue as to why we still cannot update. - cannot contact server when trying to update

I've cleaned out the update log then ran a update so you get only the necessary info, any help would be greatly appreciated.

Thanks in advance.

Trace(2012-Jul-11 08:27:19): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Program Files\Sophos\AutoUpdate"

Trace(2012-Jul-11 08:27:19): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has been added.

Trace(2012-Jul-11 08:27:19): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  available from Sophos.

Trace(2012-Jul-11 08:27:19): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  the Spam Rules package.

Trace(2012-Jul-11 08:27:19): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.

Trace(2012-Jul-11 08:27:19): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.

Trace(2012-Jul-11 08:27:19): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.

Trace(2012-Jul-11 08:27:19): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.

Trace(2012-Jul-11 08:27:19): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0

Trace(2012-Jul-11 08:27:19): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.

Trace(2012-Jul-11 08:27:19): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.

Trace(2012-Jul-11 08:27:19): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.

Trace(2012-Jul-11 08:27:19): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.

Trace(2012-Jul-11 08:27:19): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.

Trace(2012-Jul-11 08:27:19): ConfigurationImpl, considering PMSR: PureMessage not installed, PMSR package will not be updated

Trace(2012-Jul-11 08:27:19): Considering subscribed products.

Trace(2012-Jul-11 08:27:19): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}

Trace(2012-Jul-11 08:27:19): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.

Trace(2012-Jul-11 08:27:19): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.

Trace(2012-Jul-11 08:27:19): Considering product {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D}

Trace(2012-Jul-11 08:27:19): Product {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is not already subscribed.

Trace(2012-Jul-11 08:27:19): Product {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is PureMessageSpamRules.

Trace(2012-Jul-11 08:27:19): Product {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} was added to the list.

Trace(2012-Jul-11 08:27:19): IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4

Trace(2012-Jul-11 08:27:19): RMSMessageHandler: ALUpdateStart

Trace(2012-Jul-11 08:27:19): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />

Trace(2012-Jul-11 08:27:19): IPCSender::ProcessSend started

Trace(2012-Jul-11 08:27:19): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />

Trace(2012-Jul-11 08:27:19): IPCSender::ProcessSend: No messages in queue, starting to wait

Trace(2012-Jul-11 08:27:19): IPCSender::ProcessSend: No messages in queue, starting to wait

Trace(2012-Jul-11 08:27:19): ALUpdate(AutoUpdate.Started):

Trace(2012-Jul-11 08:27:19): UpdateCoordinator::UpdateNow: Entering

Trace(2012-Jul-11 08:27:19): PopulateCache: Entering

Trace(2012-Jul-11 08:27:19): UpdateCoordinator::UpdateNow: About to Sync list of products

Trace(2012-Jul-11 08:27:19): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID

Trace(2012-Jul-11 08:27:19): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:

Trace(2012-Jul-11 08:27:19): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location

Trace(2012-Jul-11 08:27:19): Calling package_source_init

Trace(2012-Jul-11 08:27:19): TrySyncProduct, Calling BeginSync

Trace(2012-Jul-11 08:27:19): Logging on network access user

Trace(2012-Jul-11 08:27:19): Attempting to make a connection to remote machine \\SERVERNAME\SophosUpdate\CIDs\S000\SAVSCFXP\

Trace(2012-Jul-11 08:27:19): Connection to remote machine \\SERVERNAME\SophosUpdate\CIDs\S000\SAVSCFXP\ successful

Trace(2012-Jul-11 08:27:19): ParseCustomerIDFile: completed: 0

Trace(2012-Jul-11 08:27:19): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}

Trace(2012-Jul-11 08:27:19): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT

Trace(2012-Jul-11 08:27:19): CIDUpdate(SyncProduct.Start): RMSNT, \\SERVERNAME\SophosUpdate\CIDs\S000\SAVSCFXP\

Trace(2012-Jul-11 08:27:19): Checksum found in master.upd matches cached cidsync.upd : 27bbbdb1. Skipping download

Trace(2012-Jul-11 08:27:19): CIDUpdate(PrimarySuccess):

Trace(2012-Jul-11 08:27:19): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 1

Trace(2012-Jul-11 08:27:19): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 1

Trace(2012-Jul-11 08:27:19): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID

Trace(2012-Jul-11 08:27:19): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP

Trace(2012-Jul-11 08:27:19): CIDUpdate(SyncProduct.Start): SAVXP, \\SERVERNAME\SophosUpdate\CIDs\S000\SAVSCFXP\

Trace(2012-Jul-11 08:27:19): Checksum found in master.upd matches cached cidsync.upd : 8ab6aaa2. Skipping download

Trace(2012-Jul-11 08:27:20): CIDUpdate(PrimarySuccess):

Trace(2012-Jul-11 08:27:20): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID

Trace(2012-Jul-11 08:27:20): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate

Trace(2012-Jul-11 08:27:20): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, \\SERVERNAME\SophosUpdate\CIDs\S000\SAVSCFXP\

Trace(2012-Jul-11 08:27:20): Checksum found in master.upd matches cached cidsync.upd : c632f670. Skipping download

Trace(2012-Jul-11 08:27:20): CIDUpdate(PrimarySuccess):

Trace(2012-Jul-11 08:27:21): ALUpdate(DownloadEnded):

Trace(2012-Jul-11 08:27:21): UpdateCoordinator::UpdateNow: About to Action list of products

Trace(2012-Jul-11 08:27:21): ALUpdate(Action.Skipped): RMSNT

Trace(2012-Jul-11 08:27:21): ALUpdate(Action.Skipped): SAVXP

Trace(2012-Jul-11 08:27:21): ALUpdate(Action.Skipped): Sophos AutoUpdate

Trace(2012-Jul-11 08:27:21): ALUpdate(Download.Fail): Sophos PureMessage Trace(2012-Jul-11 08:27:22): RMSMessageHandler: ALUpdateEnd

Trace(2012-Jul-11 08:27:22): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>Download.Fail</ID><StringID>111</StringID><Sender>ALUpdate</Sender><Insert>Sophos PureMessage</Insert></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated package Sophos PureMessage</ReadableMessage></Config>

Trace(2012-Jul-11 08:27:22): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>Download.Fail</ID><StringID>111</StringID><Sender>ALUpdate</Sender><Insert>Sophos PureMessage</Insert></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated package Sophos PureMessage</ReadableMessage></Config>

Trace(2012-Jul-11 08:27:22): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>Download.Fail</ID><StringID>111</StringID><Sender>ALUpdate</Sender><Insert>Sophos PureMessage</Insert></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated package Sophos PureMessage</ReadableMessage></Config>

Trace(2012-Jul-11 08:27:22): IPCSender::ProcessSend: No messages in queue, starting to wait

Trace(2012-Jul-11 08:27:23): IPCSender::ProcessSend exiting

Trace(2012-Jul-11 08:29:48): ALUpdate started: -ScheduledUpdate  -NoGUI -RootPath "C:\Program Files\Sophos\AutoUpdate"

Trace(2012-Jul-11 08:29:48): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has been added.

Trace(2012-Jul-11 08:29:48): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  available from Sophos.

Trace(2012-Jul-11 08:29:48): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  the Spam Rules package.

Trace(2012-Jul-11 08:29:48): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.

Trace(2012-Jul-11 08:29:48): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.

Trace(2012-Jul-11 08:29:48): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.

Trace(2012-Jul-11 08:29:48): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.

Trace(2012-Jul-11 08:29:48): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0

Trace(2012-Jul-11 08:29:48): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.

Trace(2012-Jul-11 08:29:48): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.

Trace(2012-Jul-11 08:29:48): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.

Trace(2012-Jul-11 08:29:48): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.

Trace(2012-Jul-11 08:29:48): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.

Trace(2012-Jul-11 08:29:48): ConfigurationImpl, considering PMSR: PureMessage not installed, PMSR package will not be updated

Trace(2012-Jul-11 08:29:48): Considering subscribed products.

Trace(2012-Jul-11 08:29:48): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}

Trace(2012-Jul-11 08:29:48): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.

Trace(2012-Jul-11 08:29:48): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.

Trace(2012-Jul-11 08:29:48): Considering product {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D}

Trace(2012-Jul-11 08:29:48): Product {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is not already subscribed.

Trace(2012-Jul-11 08:29:48): Product {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is PureMessageSpamRules.

Trace(2012-Jul-11 08:29:48): Product {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} was added to the list.

Trace(2012-Jul-11 08:29:48): IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4

Trace(2012-Jul-11 08:29:48): RMSMessageHandler: ALUpdateStart

Trace(2012-Jul-11 08:29:48): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />

Trace(2012-Jul-11 08:29:48): IPCSender::ProcessSend started

Trace(2012-Jul-11 08:29:48): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />

Trace(2012-Jul-11 08:29:48): IPCSender::ProcessSend: No messages in queue, starting to wait

Trace(2012-Jul-11 08:29:48): IPCSender::ProcessSend: No messages in queue, starting to wait

Trace(2012-Jul-11 08:29:48): ALUpdate(AutoUpdate.Started):

Trace(2012-Jul-11 08:29:48): UpdateCoordinator::UpdateNow: Entering

Trace(2012-Jul-11 08:29:48): PopulateCache: Entering

Trace(2012-Jul-11 08:29:48): UpdateCoordinator::UpdateNow: About to Sync list of products

Trace(2012-Jul-11 08:29:48): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID

Trace(2012-Jul-11 08:29:48): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:

Trace(2012-Jul-11 08:29:48): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location

Trace(2012-Jul-11 08:29:48): Calling package_source_init

Trace(2012-Jul-11 08:29:48): TrySyncProduct, Calling BeginSync

Trace(2012-Jul-11 08:29:48): Logging on network access user

Trace(2012-Jul-11 08:29:49): Attempting to make a connection to remote machine \\SERVERNAME\SophosUpdate\CIDs\S000\SAVSCFXP\

Trace(2012-Jul-11 08:29:49): Connection to remote machine \\SERVERNAME\SophosUpdate\CIDs\S000\SAVSCFXP\ successful

Trace(2012-Jul-11 08:29:49): ParseCustomerIDFile: completed: 0

Trace(2012-Jul-11 08:29:49): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}

Trace(2012-Jul-11 08:29:49): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT

Trace(2012-Jul-11 08:29:49): CIDUpdate(SyncProduct.Start): RMSNT, \\SERVERNAME\SophosUpdate\CIDs\S000\SAVSCFXP\

Trace(2012-Jul-11 08:29:49): Checksum found in master.upd matches cached cidsync.upd : 27bbbdb1. Skipping download

Trace(2012-Jul-11 08:29:49): CIDUpdate(PrimarySuccess):

Trace(2012-Jul-11 08:29:49): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 1

Trace(2012-Jul-11 08:29:49): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 1

Trace(2012-Jul-11 08:29:49): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID

Trace(2012-Jul-11 08:29:49): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP

Trace(2012-Jul-11 08:29:49): CIDUpdate(SyncProduct.Start): SAVXP, \\SERVERNAME\SophosUpdate\CIDs\S000\SAVSCFXP\

Trace(2012-Jul-11 08:29:49): Checksum found in master.upd matches cached cidsync.upd : 8ab6aaa2. Skipping download

Trace(2012-Jul-11 08:29:49): CIDUpdate(PrimarySuccess):

Trace(2012-Jul-11 08:29:50): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID

Trace(2012-Jul-11 08:29:50): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate

Trace(2012-Jul-11 08:29:50): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, \\SERVERNAME\SophosUpdate\CIDs\S000\SAVSCFXP\

Trace(2012-Jul-11 08:29:50): Checksum found in master.upd matches cached cidsync.upd : c632f670. Skipping download

Trace(2012-Jul-11 08:29:50): CIDUpdate(PrimarySuccess):

Trace(2012-Jul-11 08:29:51): ALUpdate(DownloadEnded):

Trace(2012-Jul-11 08:29:51): UpdateCoordinator::UpdateNow: About to Action list of products

Trace(2012-Jul-11 08:29:51): ALUpdate(Action.Skipped): RMSNT

Trace(2012-Jul-11 08:29:51): ALUpdate(Action.Skipped): SAVXP

Trace(2012-Jul-11 08:29:51): ALUpdate(Action.Skipped): Sophos AutoUpdate

Trace(2012-Jul-11 08:29:51): ALUpdate(Download.Fail): Sophos PureMessage

Trace(2012-Jul-11 08:29:52): RMSMessageHandler: ALUpdateEnd

Trace(2012-Jul-11 08:29:52): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>Download.Fail</ID><StringID>111</StringID><Sender>ALUpdate</Sender><Insert>Sophos PureMessage</Insert></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated package Sophos PureMessage</ReadableMessage></Config>

Trace(2012-Jul-11 08:29:52): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>Download.Fail</ID><StringID>111</StringID><Sender>ALUpdate</Sender><Insert>Sophos PureMessage</Insert></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated package Sophos PureMessage</ReadableMessage></Config>

Trace(2012-Jul-11 08:29:52): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>Download.Fail</ID><StringID>111</StringID><Sender>ALUpdate</Sender><Insert>Sophos PureMessage</Insert></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated package Sophos PureMessage</ReadableMessage></Config>

Trace(2012-Jul-11 08:29:52): IPCSender::ProcessSend: No messages in queue, starting to wait

Trace(2012-Jul-11 08:29:53): IPCSender::ProcessSend exiting

:26849


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Parents
  • 0

    Hello Taysr,

    I assume the Update Manager has successfully written to the CID at least once if you can update from it. The client's AutoUpdate configuration files don't come into play here - SUM doesn't use them.

    A quick fix could be to empty the CID and let SUM rebuild it. It might be that you encounter problems when trying to delete the contents - this would be the same error that SUM also encounters and which prevents a successful update. Another option is to check the SUMTrace logs for errors - searching for error or boost:: will most of the time indicate the significant message(s) in the log and the fix obvious. 

    Christian

    :26945
Reply
  • 0

    Hello Taysr,

    I assume the Update Manager has successfully written to the CID at least once if you can update from it. The client's AutoUpdate configuration files don't come into play here - SUM doesn't use them.

    A quick fix could be to empty the CID and let SUM rebuild it. It might be that you encounter problems when trying to delete the contents - this would be the same error that SUM also encounters and which prevents a successful update. Another option is to check the SUMTrace logs for errors - searching for error or boost:: will most of the time indicate the significant message(s) in the log and the fix obvious. 

    Christian

    :26945
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