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[9.165][OPEN] Endpoint protection fails to update

FrancWest
Don't know if it's related to UTM 9.2 beta or not, but after downloading and installing the agent for Endpoint Protect from de Deploy Agent tab, Endpoint protection fails to update. The log says:

Time: 15-11-2013 00:57:08
Message: Sophos AutoUpdate could not continue due to a missing or wrong item of information in the config file
Module: SophosUpdate
Process ID: 1552
Thread ID: 6820
  • 0
    Any news regarding this issue?
    My Endpoint Protection client still fails to update.

    I tried several possible solutions and I made sure there's no firewall or filter blocking this traffic.

    The log part that matters shows this:
    2014-01-16T20:06:29.875Z [10572] INFO  WinMain =========================
    2014-01-16T20:06:29.875Z [10572] INFO  WinMain SophosUpdate is starting.
    2014-01-16T20:06:29.875Z [10572] INFO  WinMain AutoUpdate version      : 2.10.1.357
    2014-01-16T20:06:29.875Z [10572] INFO  WinMain SophosUpdate version    : 1.0.0.423
    2014-01-16T20:06:29.875Z [10572] INFO  WinMain Build                   : 90662
    2014-01-16T20:06:29.875Z [10572] INFO  WinMain =========================
    2014-01-16T20:06:29.875Z [10572] INFO  WinMain Initialise COM.
    2014-01-16T20:06:29.875Z [10572] INFO  WinMain Load config.
    2014-01-16T20:06:29.876Z [10572] INFO  `anonymous-namespace'::ReadFileContents Slurping file of size 902 bytes.
    2014-01-16T20:06:29.876Z [10572] INFO  WinMain Create registry reporter.
    2014-01-16T20:06:29.876Z [10572] INFO  WinMain Load state.
    2014-01-16T20:06:29.876Z [10572] INFO  StatePersister::Load Loading state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
    2014-01-16T20:06:29.876Z [10572] INFO  ComponentState::SetName Set component name to mcsep.
    2014-01-16T20:06:29.876Z [10572] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for mcsep to b39b171503e5f6369595b0d154fc69b8.
    2014-01-16T20:06:29.876Z [10572] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for mcsep to b39b171503e5f6369595b0d154fc69b8.
    2014-01-16T20:06:29.876Z [10572] INFO  ComponentState::SetName Set component name to sau.
    2014-01-16T20:06:29.876Z [10572] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for sau to 5d6ca450e59422386988833dbc4a3d54.
    2014-01-16T20:06:29.876Z [10572] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for sau to 5d6ca450e59422386988833dbc4a3d54.
    2014-01-16T20:06:29.876Z [10572] INFO  ComponentState::SetName Set component name to savxp.
    2014-01-16T20:06:29.876Z [10572] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for savxp to b3b5ebd74034daf028fe31d841855b2f.
    2014-01-16T20:06:29.877Z [10572] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for savxp to b3b5ebd74034daf028fe31d841855b2f.
    2014-01-16T20:06:29.877Z [10572] INFO  WinMain Create progress reporter.
    2014-01-16T20:06:29.881Z [10572] INFO  WinMain Create language neutral logger.
    2014-01-16T20:06:29.881Z [10572] INFO  WinMain Create downloader.
    2014-01-16T20:06:29.881Z [10572] INFO  WinMain Create installer.
    2014-01-16T20:06:29.881Z [10572] INFO  WinMain Create adapter writer.
    2014-01-16T20:06:29.881Z [10572] INFO  IPCBase::IPCBase IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
    2014-01-16T20:06:29.882Z [10572] INFO  WinMain Create completion reporter.
    2014-01-16T20:06:29.882Z [10572] INFO  WinMain Create update logic.
    2014-01-16T20:06:29.882Z [10572] INFO  WinMain Performing update.
    2014-01-16T20:06:29.882Z [10024] INFO  `anonymous-namespace'::SenderThreadFn:[:$]perator() Sender thread started.
    2014-01-16T20:06:29.882Z [10024] INFO  IPCSender:[[[[[[[[[[[[[[:P]]]]]]]]]]]]]]rocessSend IPCSender:[[[[[[[[[[[[[[:P]]]]]]]]]]]]]]rocessSend started
    2014-01-16T20:06:29.882Z [10024] INFO  IPCSender:[[[[[[[[[[[[[[:P]]]]]]]]]]]]]]rocessSend IPCSender:[[[[[[[[[[[[[[:P]]]]]]]]]]]]]]rocessSend: No messages in queue, starting to wait
    2014-01-16T20:06:29.882Z [10572] INFO  UpdateLogic::Update Reporting update start.
    2014-01-16T20:06:29.882Z [10572] INFO  IPCSender::Write IPCSender::Write: Writing message: 
    2014-01-16T20:06:29.883Z [10024] INFO  IPCSender:[[[[[[[[[[[[[[:P]]]]]]]]]]]]]]rocessSend IPCSender:[[[[[[[[[[[[[[:P]]]]]]]]]]]]]]rocessSend: Send message: 
    2014-01-16T20:06:29.883Z [10024] INFO  IPCSender:[[[[[[[[[[[[[[:P]]]]]]]]]]]]]]rocessSend IPCSender:[[[[[[[[[[[[[[:P]]]]]]]]]]]]]]rocessSend: No messages in queue, starting to wait
    2014-01-16T20:06:29.888Z [10572] INFO  UpdateLogic::SyncAndInstall Syncing products.
    2014-01-16T20:06:29.888Z [10572] INFO  SDDSDownloader::SyncInternal Updating from Sophos Location: http://dci.sophosupd.com/cloudupdate
    2014-01-16T20:06:29.888Z [10572] INFO  SDDSDownloader::SyncInternal Username: D1ZY24S9FF
    2014-01-16T20:06:29.888Z [10572] INFO  SDDSDownloader::SyncInternal No manually configured proxy.
    2014-01-16T20:06:29.888Z [10572] INFO  WindowsProxyDiscoveryWrapper::GetDefaultProxyConfiguration WinHttp default proxy not set
    2014-01-16T20:06:29.890Z [10572] WARN  WindowsProxyDiscoveryWrapper::GetProxyForUrl Failed to get the automatic proxy configuration. The error code was 12180.
    2014-01-16T20:06:30.365Z [10572] INFO  SUL-Log [I96736] Looking for package cd2a5386-f08c-42b1-8d98-40240059e361 RECOMMENDED 1
    2014-01-16T20:06:30.365Z [10572] ERROR SUL-Log [E83521] Cannot create stream http://d1.sophosupd.com/update/catalogue/sdds.UTM_VDL495.20131030T150255.837.xml
    2014-01-16T20:06:30.365Z [10572] INFO  SUL-Log [I56729] No proxy was used.
    2014-01-16T20:06:30.365Z [10572] INFO  SUL-Log [I96736] Looking for package cd2a5386-f08c-42b1-8d98-40240059e361 RECOMMENDED 1
    2014-01-16T20:06:30.365Z [10572] ERROR SUL-Log [E83521] Cannot create stream http://d1.sophosupd.net/update/catalogue/sdds.UTM_VDL495.20131030T150255.837.xml
    2014-01-16T20:06:30.365Z [10572] INFO  SUL-Log [I56729] No proxy was used.
    2014-01-16T20:06:30.365Z [10572] INFO  SUL-Log [I96736] Looking for package cd2a5386-f08c-42b1-8d98-40240059e361 RECOMMENDED 1
    2014-01-16T20:06:30.365Z [10572] ERROR SUL-Log [E35364] Out of update sources
    2014-01-16T20:06:30.366Z [10572] ERROR SDDSDownloader::ReportSyncFailure Failed to synchronise
    2014-01-16T20:06:30.366Z [10572] INFO  UpdateLogic::SyncAndInstall Saving state.
    2014-01-16T20:06:30.367Z [10572] INFO  StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
    2014-01-16T20:06:30.367Z [10572] INFO  UpdateLogic::SyncAndInstall Skipping product install as Sync failed.
    2014-01-16T20:06:31.377Z [10572] INFO  IPCSender::Write IPCSender::Write: Writing message: SDDSDownloadFailed107SophosUpdateESHSXPhttp://dci.sophosupd.com/cloudupdateERROR:   Download of ESHSXP failed from server http://dci.sophosupd.com/cloudupdate
    2014-01-16T20:06:31.377Z [10572] INFO  WinMain SophosUpdate has completed with the result 0.
    2014-01-16T20:06:31.377Z [10024] INFO  IPCSender:[[[[[[[[[[[[[[:P]]]]]]]]]]]]]]rocessSend IPCSender:[[[[[[[[[[[[[[:P]]]]]]]]]]]]]]rocessSend: Send message: SDDSDownloadFailed107SophosUpdateESHSXPhttp://dci.sophosupd.com/cloudupdateERROR:   Download of ESHSXP failed from server http://dci.sophosupd.com/cloudupdate
    2014-01-16T20:06:31.377Z [10024] INFO  IPCSender:[[[[[[[[[[[[[[:P]]]]]]]]]]]]]]rocessSend IPCSender:[[[[[[[[[[[[[[:P]]]]]]]]]]]]]]rocessSend: No messages in queue, starting to wait
    2014-01-16T20:06:32.378Z [10024] INFO  IPCSender:[[[[[[[[[[[[[[:P]]]]]]]]]]]]]]rocessSend IPCSender:[[[[[[[[[[[[[[:P]]]]]]]]]]]]]]rocessSend exiting
    2014-01-16T20:06:32.378Z [10024] INFO  `anonymous-namespace'::SenderThreadFn:[:$]perator() Sender thread finished.
    2014-01-16T20:06:32.378Z [10572] INFO  StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
  • 0
    Hi antyrael,

    You might have the same problem, you may have something slightly different.

    Can I get your UTM ID - found under Endpoint Protection, Advanced.
  • 0
    The Mantis ID #26666 is now being worked on. We are planning to release a fix for this issue in Version 9.202.
  • 0
    We are planning to release a fix for this issue in Version 9.203.
  • 0
    We are planning to release a fix for this issue in Version 9.204.
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