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Please help. Sophos is failing to update.

Mindvise over 11 years ago

Sophos Endpoint Security and Control v10.3 is failing to update. Please advise.

Message: Installation of product SAVXP failed
Module: ALUpdate
Process ID: 2404
Thread ID: 564

Time: 1/14/2014 10:44:32
Message: Installing Product SAVXP
Module: ALUpdate
Process ID: 2404
Thread ID: 564

Time: 1/14/2014 10:44:32
Message: Installation of RMSNT skipped
Module: ALUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:44:32
Message: Downloading phase completed
Module: ALUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:44:32
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:44:32
Message: Downloading product Sophos AutoUpdate from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:44:31
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:44:31
Message: Downloading product SAVXP from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:44:30
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:44:30
Message: Downloading product RMSNT from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:44:30
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:36:06
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:36:05
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:36:05
Message: Installation of product SAVXP failed
Module: ALUpdate
Process ID: 2176
Thread ID: 1216

Time: 1/14/2014 10:34:33
Message: Installing Product SAVXP
Module: ALUpdate
Process ID: 2176
Thread ID: 1216

Time: 1/14/2014 10:34:33
Message: Installation of RMSNT skipped
Module: ALUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:34:33
Message: Downloading phase completed
Module: ALUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:34:32
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:34:32
Message: Downloading product Sophos AutoUpdate from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:34:31
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:34:31
Message: Downloading product SAVXP from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:34:30
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:34:30
Message: Downloading product RMSNT from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:34:30
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:29:16
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:29:15
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:29:15
Message: Installation of product SAVXP failed
Module: ALUpdate
Process ID: 1152
Thread ID: 1708

Time: 1/14/2014 10:27:48
Message: Installing Product SAVXP
Module: ALUpdate
Process ID: 1152
Thread ID: 1708

Time: 1/14/2014 10:27:48
Message: Installation of RMSNT skipped
Module: ALUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:27:48
Message: Downloading phase completed
Module: ALUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:27:47
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:27:47
Message: Downloading product Sophos AutoUpdate from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:27:46
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:27:46
Message: Downloading product SAVXP from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:27:46
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:27:46
Message: Downloading product RMSNT from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:27:46
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:26:41
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:26:40
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:26:40
Message: Installation of product SAVXP failed
Module: ALUpdate
Process ID: 2988
Thread ID: 2748

Time: 1/14/2014 10:24:33
Message: Installing Product SAVXP
Module: ALUpdate
Process ID: 2988
Thread ID: 2748

Time: 1/14/2014 10:24:33
Message: Installation of RMSNT skipped
Module: ALUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:24:33
Message: Downloading phase completed
Module: ALUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:24:32
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:24:32
Message: Downloading product Sophos AutoUpdate from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:24:31
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:24:31
Message: Downloading product SAVXP from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:24:30
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:24:30
Message: Downloading product RMSNT from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:24:30
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:22:20
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:22:19
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:22:19
Message: Installation of product SAVXP failed
Module: ALUpdate
Process ID: 1008
Thread ID: 3588

Time: 1/14/2014 10:14:31
Message: Installing Product SAVXP
Module: ALUpdate
Process ID: 1008
Thread ID: 3588

Time: 1/14/2014 10:14:31
Message: Installation of RMSNT skipped
Module: ALUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:14:31
Message: Downloading phase completed
Module: ALUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:14:30
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:14:30
Message: Downloading product Sophos AutoUpdate from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:14:29
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:14:29
Message: Downloading product SAVXP from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:14:28
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:14:28
Message: Downloading product RMSNT from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:14:28
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:12:13
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:12:12
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:12:12
Message: Installation of product SAVXP failed
Module: ALUpdate
Process ID: 2804
Thread ID: 764

Time: 1/14/2014 10:04:29
Message: Installing Product SAVXP
Module: ALUpdate
Process ID: 2804
Thread ID: 764

Time: 1/14/2014 10:04:29
Message: Installation of RMSNT skipped
Module: ALUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:04:29
Message: Downloading phase completed
Module: ALUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:04:28
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:04:28
Message: Downloading product Sophos AutoUpdate from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:04:27
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:04:27
Message: Downloading product SAVXP from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:04:26
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:04:26
Message: Downloading product RMSNT from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:04:26
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 2804
Thread ID: 2732

This thread was automatically locked due to age.

Parents

0 ruckus over 11 years ago
To add: You could try running the command to register the service manually and see if that works (use an admin command prompt if on Vista or above):

"C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /registerService

Maybe a simple reboot and try again will work.

Finally you could remove the services and reinstall them. Thus, can you perform the below:

Go to command prompt (admin prompt for Vista or above).

Run the below commands:

sc delete savservice.exe
sc delete swi_service
sc delete swi_update
sc delete swi_update_64

Reboot (important).

Perform an update via the Sophos shield in the system tray.

As QC says do post back and share if something particular works.
:46601
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0 ruckus over 11 years ago
To add: You could try running the command to register the service manually and see if that works (use an admin command prompt if on Vista or above):

"C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /registerService

Maybe a simple reboot and try again will work.

Finally you could remove the services and reinstall them. Thus, can you perform the below:

Go to command prompt (admin prompt for Vista or above).

Run the below commands:

sc delete savservice.exe
sc delete swi_service
sc delete swi_update
sc delete swi_update_64

Reboot (important).

Perform an update via the Sophos shield in the system tray.

As QC says do post back and share if something particular works.
:46601
Cancel
Vote Up 0 Vote Down

Cancel

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