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installation of product Sophos AutoUpdate failed

MrX

Hello All:

I am new here and have an issue with my autoupdate with Sophos:

I have had Sophos for about 6 years and the autoupdate just started to fail. In the log I see "installation of product Sophos AutoUpdate failed". I have also attached the most recent detailed log file.

I get this error even when I select the "update now" after right clicking on the icon at the bottom right of the screen. Does this mean the "update now" feature is also not working?

If possible, it would be great to receive feedback on how I can correct this issue.

Thank you for your time.

:55534


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  • 0

    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.

    :55562
Reply
  • 0

    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.

    :55562
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