installation of product Sophos AutoUpdate failed

Hello MrX,

the "update now" feature is also not working?

The update mechanism is the same for a scheduled or Update now update. The "only" part that fails is the installation of the newer AutoUpdate - everything else works for now, the downloads and updating the AV component obviously do.

There should be a recent Sophos AutoUpdate install log.txt in %Windir%\Temp with the failure details.    

Christian

Thank you for the information. The 'update now' feature appears to work but I do get the same error at the end: "installation of product Sophos AutoUpdate failed". When I manually updated I saw a recent date under the 'last updated' section in the product information section in the Sophos Endpoint Security and Control panel. It also appears to happen automatically at times, too. However,under Updating then Software, it says 'failed' under update status.

To calrify, this means that the autoupdate is working; but it is installation of the new update program that is not working?

I found the log in the windows temp folder as you indicated:

26-01-2015 13:14:37 Sending feedback message: 0
26-01-2015 13:14:37 Updating credentials failed validation.
26-01-2015 13:14:37 Adding registry key for SophosAlert.exe: cmd.exe /c IF EXIST "C:\Program Files\Sophos\AutoUpdate\SophosAlert.exe" start "Sophos" /B "C:\Program Files\Sophos\AutoUpdate\SophosAlert.exe"
26-01-2015 13:14:37 Error: Invalid updating configuration. AutoUpdate installation aborted. See www.sophos.com/kb/121766.

I have gone to the article indicated at the end of the log (this is the same article referred to during start-up of the computer). Following through the instructions did not solve the issue.

It would be great if you have suggestions.

Thank you again for your time.

Hello MrX,

To clarify, this means that the autoupdate is working

Yes, but guess (dunno for sure, I'm not Sophos) either it's connecting to the "wrong" Warehouse (read: update location) or using the old semantics and will therefore stop working in the near future. I'm not sure whether it's really the (mis-)configured update location or perhaps an outdated AutoUpdate.

It would be great if you have suggestions

none which I deem an immediate solution ... so you checked the update settings as per the article and found them correct? Or they contained "something else" and you set the location to Sophos from the drop down? To make sure, set the location to some invalid address (e.g. http://127.0.0.1/dummy), close the GUI and request Update now (this should result in a failed download). Now set the address again  to Sophos. Likely this will result in the same error you've posted.

So maybe your endpoint isn't running (for whatever reason) the expected versions. Please open the GUI, View product information on the left. The SAV version (e.g. 10.3.12.89) is under Anti-Virus and HIPS+Software, scroll down to Updating+Software for the AutoUpdate version (should at least be 3.1).

Installing the current package over the existing might work but I don't consider this a solution as everything seems to be correct on your side. Especially if you see backlevel versions you (your site's Sophos administrator) should contact Support.

Christian

The address was correct for downloads and changing it went as you outlined.

The SAV version is 10.3.1

The Autoupdate version is 2.9.0.344

Since the Autoupdate version is older than you indicated it should be, maybe this is the problem. Or perhaps the inability to download the most recent version is the problem. How would I update the autoupdater and could this be the problem?

In the same column as SAV, it says it updated recently (this was automatic since I did not dis not initiate the update at the time shown).

Again, thank you for your time and assistance.

Hello MrX,

Autoupdate version is 2.9.0.344

looks like I was mistaken - Standalone Sophos Anti-Virus November 2014 upgrade information suggests that this is indeed the current SA version. Planned date for the upgrade to 10.3.12 was 21st January and this is the date the first Install.Failure appeared in your log. Let's not assume it's a Catch22 (AU aborting the upgrade because it hasn't been upgraded) - 121766 seems to be sound as it has received a 4.8 rating from 48 customers. Apparently it doesn't work for you though so I guess you have to contact Support. Wonder what Updating credentials failed validation signifies ...

Christian

Thank you. I was going to look into technical support until this morning:

After starting my computer and choosing to 'update now', the same situation occurred. However, a short while later the autoupdate worked and the error did not occur. The red 'x' or 'cross' in front of the Sophos shield has since vanished, no errors are reported in the log, and the security and control center shows that the autoupdate was a success. I'm even more confused now than ever but at least it appears to be working.

Thank you for your assistance. I learned a lot about troubleshooting Sophos with your guidance.