Reply
Frequent Advisor
NLNAV
Posts: 28
Registered: ‎Wed 21-Apr-2010
0
Accepted Solution

Could not contact server / update failed

[ Edited ]

Hello,

 

Currently some of our clients have problems to update their sophos.

 

Sophos enterprise console (3.0) and Sophos EM Library are installed on a W2K3 sp2 server.

The clients are running W2k sp4.

Tried a complete new install of all the software but i receive the same error. Account and password details are correct.

The network connections are ok.

 

Found the log file and found some things mentioned in there but cant find what the problem is.

 

I searched on the forum and found a somewhat simmilair problem but the provided solution there didn't work for my problem (indexing service).

 

Thankz

 

Here is the log file:

 


Trace(2010-Jun-07 11:54:19): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Program Files\Sophos\AutoUpdate"
Trace(2010-Jun-07 11:54:19): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has been added.
Trace(2010-Jun-07 11:54:19): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  available from Sophos.
Trace(2010-Jun-07 11:54:19): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  the Spam Rules package.
Trace(2010-Jun-07 11:54:19): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2010-Jun-07 11:54:19): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2010-Jun-07 11:54:19): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
Trace(2010-Jun-07 11:54:19): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
Trace(2010-Jun-07 11:54:19): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2010-Jun-07 11:54:19): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2010-Jun-07 11:54:19): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2010-Jun-07 11:54:19): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2010-Jun-07 11:54:19): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
Trace(2010-Jun-07 11:54:19): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
Trace(2010-Jun-07 11:54:19): ConfigurationImpl, considering PMSR: PureMessage not installed, PMSR package will not be updated
Trace(2010-Jun-07 11:54:19): Considering subscribed products.
Trace(2010-Jun-07 11:54:19): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2010-Jun-07 11:54:19): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2010-Jun-07 11:54:19): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2010-Jun-07 11:54:19): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2010-Jun-07 11:54:19): IPCSender::smileytongue:rocessSend started
Trace(2010-Jun-07 11:54:19): IPCSender::smileytongue:rocessSend: No messages in queue, starting to wait
Trace(2010-Jun-07 11:54:19): RMSMessageHandler: ALUpdateStart
Trace(2010-Jun-07 11:54:19): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2010-Jun-07 11:54:19): IPCSender::smileytongue:rocessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2010-Jun-07 11:54:19): IPCSender::smileytongue:rocessSend: No messages in queue, starting to wait
Trace(2010-Jun-07 11:54:19): ALUpdate(AutoUpdate.Started):
Trace(2010-Jun-07 11:54:19): UpdateCoordinator::UpdateNow: Entering
Trace(2010-Jun-07 11:54:19): PopulateCache: Entering
Trace(2010-Jun-07 11:54:19): CIDMapFile::Create C:\Program Files\Sophos\AutoUpdate\cache\rms.map
Trace(2010-Jun-07 11:54:19): CIDMapFile::Create C:\Program Files\Sophos\AutoUpdate\cache\savxp.map
Trace(2010-Jun-07 11:54:19): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2010-Jun-07 11:54:19): UpdateLocationFacade::smileyfrustrated:yncProduct: Last Update Mechanism = Unknown
Trace(2010-Jun-07 11:54:19): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Started:
Trace(2010-Jun-07 11:54:19): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, creating update location
Trace(2010-Jun-07 11:54:19): Path to decode files to: C:\WINNT\TEMP\sophos_autoupdate1.dir\1275911659
Trace(2010-Jun-07 11:54:19): Using top level catalogue sdds.es76
Trace(2010-Jun-07 11:54:19): SDDSUpdateLocation, constructor start
Trace(2010-Jun-07 11:54:19): locConfig.m_server = \\ServerID\InterChk\ESXP\
Trace(2010-Jun-07 11:54:19): Calling check on source.m_address.m_path = \\ServerID\InterChk\ESXP\
Trace(2010-Jun-07 11:54:19): SDDSUpdateLocation::Constructor finished
Trace(2010-Jun-07 11:54:19): TrySyncProduct, Calling BeginSync
Trace(2010-Jun-07 11:54:19): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Ended - 0
Trace(2010-Jun-07 11:54:19): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
Trace(2010-Jun-07 11:54:19): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2010-Jun-07 11:54:19): Calling package_source_init
Trace(2010-Jun-07 11:54:19): TrySyncProduct, Calling BeginSync
Trace(2010-Jun-07 11:54:19): Logging on network access user
Trace(2010-Jun-07 11:54:19): Attempting to make a connection to remote machine \\ServerID\InterChk\ESXP\
Trace(2010-Jun-07 11:54:19): CIDUpdate(Info): \\ServerID\InterChk, sweepupd, 1326
Trace(2010-Jun-07 11:54:19): File escdp.dat not found. Return code 0x80040f04
Trace(2010-Jun-07 11:54:19): Could not read master upd file: error 0x80040f04
Trace(2010-Jun-07 11:54:19): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
Trace(2010-Jun-07 11:54:19): CIDUpdateLocation::smileyfrustrated:yncProduct - Updating Product: RMSNT
Trace(2010-Jun-07 11:54:19): CIDUpdate(SyncProduct.Start): RMSNT, \\ServerID\InterChk\ESXP\
Trace(2010-Jun-07 11:54:19): CIDUpdateLocation::smileyfrustrated:ync - Updating from local CID: \\ServerID\InterChk\ESXP\rms
Trace(2010-Jun-07 11:54:19): CIDSync(CidSyncMessage):
Trace(2010-Jun-07 11:54:19): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2010-Jun-07 11:54:19): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\Program Files\Sophos\AutoUpdate\cache\rms.map
Trace(2010-Jun-07 11:54:19): CIDSync(CidSyncMessage): \\ServerID\InterChk\ESXP\rms
Trace(2010-Jun-07 11:54:19): CIDUpdateLocation::smileyfrustrated:yncProduct: Failed to update product (RMSNT) from "\\ServerID\InterChk\ESXP\", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2010-Jun-07 11:54:20): CIDUpdate(CIDDownloadFailed):
Trace(2010-Jun-07 11:54:21): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2010-Jun-07 11:54:21): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2010-Jun-07 11:54:21): UpdateLocationFacade::smileyfrustrated:yncProduct: Last Update Mechanism = Unknown
Trace(2010-Jun-07 11:54:21): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Started:
Trace(2010-Jun-07 11:54:21): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, creating update location
Trace(2010-Jun-07 11:54:21): Path to decode files to: C:\WINNT\TEMP\sophos_autoupdate1.dir\1275911661
Trace(2010-Jun-07 11:54:21): Using top level catalogue sdds.es76
Trace(2010-Jun-07 11:54:21): SDDSUpdateLocation, constructor start
Trace(2010-Jun-07 11:54:21): locConfig.m_server = \\ServerIDX\InterChk\ESXP\
Trace(2010-Jun-07 11:54:21): Calling check on source.m_address.m_path = \\ServerIDX\InterChk\ESXP\
Trace(2010-Jun-07 11:54:21): SDDSUpdateLocation::Constructor finished
Trace(2010-Jun-07 11:54:21): TrySyncProduct, Calling BeginSync
Trace(2010-Jun-07 11:54:21): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Ended - 0
Trace(2010-Jun-07 11:54:21): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
Trace(2010-Jun-07 11:54:21): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2010-Jun-07 11:54:21): Calling package_source_init
Trace(2010-Jun-07 11:54:21): TrySyncProduct, Calling BeginSync
Trace(2010-Jun-07 11:54:21): Logging on network access user
Trace(2010-Jun-07 11:54:21): Attempting to make a connection to remote machine \\ServerID\InterChk\ESXP\
Trace(2010-Jun-07 11:54:21): CIDUpdate(Info): \\ServerID\InterChk, sweepupd, 1326
Trace(2010-Jun-07 11:54:21): File escdp.dat not found. Return code 0x80040f04
Trace(2010-Jun-07 11:54:21): Could not read master upd file: error 0x80040f04
Trace(2010-Jun-07 11:54:21): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2010-Jun-07 11:54:21): CIDUpdateLocation::smileyfrustrated:yncProduct - Updating Product: SAVXP
Trace(2010-Jun-07 11:54:21): CIDUpdate(SyncProduct.Start): SAVXP, \\ServerID\InterChk\ESXP\
Trace(2010-Jun-07 11:54:21): CIDUpdateLocation::smileyfrustrated:ync - Updating from local CID: \\ServerID\InterChk\ESXP\savxp
Trace(2010-Jun-07 11:54:21): CIDSync(CidSyncMessage):
Trace(2010-Jun-07 11:54:21): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2010-Jun-07 11:54:21): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\Program Files\Sophos\AutoUpdate\cache\savxp.map
Trace(2010-Jun-07 11:54:21): CIDSync(CidSyncMessage): \\ServerID\InterChk\ESXP\savxp
Trace(2010-Jun-07 11:54:21): CIDUpdateLocation::smileyfrustrated:yncProduct: Failed to update product (SAVXP) from "\\ServerID\InterChk\ESXP\", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2010-Jun-07 11:54:21): CIDUpdate(CIDDownloadFailed):
Trace(2010-Jun-07 11:54:22): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2010-Jun-07 11:54:22): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2010-Jun-07 11:54:22): UpdateLocationFacade::smileyfrustrated:yncProduct: Last Update Mechanism = Unknown
Trace(2010-Jun-07 11:54:22): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Started:
Trace(2010-Jun-07 11:54:22): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, creating update location
Trace(2010-Jun-07 11:54:22): Path to decode files to: C:\WINNT\TEMP\sophos_autoupdate1.dir\1275911662
Trace(2010-Jun-07 11:54:22): Using top level catalogue sdds.es76
Trace(2010-Jun-07 11:54:22): SDDSUpdateLocation, constructor start
Trace(2010-Jun-07 11:54:22): locConfig.m_server = \\ServerID\InterChk\ESXP\
Trace(2010-Jun-07 11:54:22): Calling check on source.m_address.m_path = \\ServerID\InterChk\ESXP\
Trace(2010-Jun-07 11:54:22): SDDSUpdateLocation::Constructor finished
Trace(2010-Jun-07 11:54:22): TrySyncProduct, Calling BeginSync
Trace(2010-Jun-07 11:54:22): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Ended - 0
Trace(2010-Jun-07 11:54:22): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
Trace(2010-Jun-07 11:54:22): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2010-Jun-07 11:54:22): Calling package_source_init
Trace(2010-Jun-07 11:54:22): TrySyncProduct, Calling BeginSync
Trace(2010-Jun-07 11:54:22): Logging on network access user
Trace(2010-Jun-07 11:54:22): Attempting to make a connection to remote machine \\ServerID\InterChk\ESXP\
Trace(2010-Jun-07 11:54:22): CIDUpdate(Info): \\ServerID\InterChk, sweepupd, 1326
Trace(2010-Jun-07 11:54:22): File escdp.dat not found. Return code 0x80040f04
Trace(2010-Jun-07 11:54:22): Could not read master upd file: error 0x80040f04
Trace(2010-Jun-07 11:54:22): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2010-Jun-07 11:54:22): CIDUpdateLocation::smileyfrustrated:yncProduct - Updating Product: Sophos AutoUpdate
Trace(2010-Jun-07 11:54:22): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, \\ServerID\InterChk\ESXP\
Trace(2010-Jun-07 11:54:22): CIDUpdateLocation::smileyfrustrated:ync - Updating from local CID: \\ServerID\InterChk\ESXP\sau
Trace(2010-Jun-07 11:54:22): CIDSync(CidSyncMessage):
Trace(2010-Jun-07 11:54:22): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2010-Jun-07 11:54:22): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\Program Files\Sophos\AutoUpdate\cache\sau.map
Trace(2010-Jun-07 11:54:22): CIDSync(CidSyncMessage): \\ServerID\InterChk\ESXP\sau
Trace(2010-Jun-07 11:54:22): CIDUpdateLocation::smileyfrustrated:yncProduct: Failed to update product (Sophos AutoUpdate) from "\\ServerID\InterChk\ESXP\", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2010-Jun-07 11:54:22): CIDUpdate(CIDDownloadFailed):
Trace(2010-Jun-07 11:54:24): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2010-Jun-07 11:54:24): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2010-Jun-07 11:54:24): ALUpdate():
Trace(2010-Jun-07 11:54:24): ALUpdate(DownloadEnded):
Trace(2010-Jun-07 11:54:24): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2010-Jun-07 11:54:25): RMSMessageHandler: ALUpdateEnd
Trace(2010-Jun-07 11:54:25): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
Trace(2010-Jun-07 11:54:25): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
Trace(2010-Jun-07 11:54:25): IPCSender::smileytongue:rocessSend: Listener not ready starting to wait
Trace(2010-Jun-07 11:54:26): IPCSender::smileytongue:rocessSend exiting

 

Executive VIP
QC
Posts: 4,355
Registered: ‎Mon 23-Nov-2009
0

Re: Could not contact server / update failed

Hello NLNAV,

 

what does it say if you view the updating log from the SAV Gui?

Trace(2010-Jun-07 11:54:19): CIDUpdate(Info): \\ServerID\InterChk, sweepupd, 1326

sounds like incorrect credentials for the user sweepupd (guess this on has a long history :smileywink:) - as in article 17229. Have you tried to connect manually to the share using these credentials?

 

Christian

Frequent Advisor
NLNAV
Posts: 28
Registered: ‎Wed 21-Apr-2010
0

Re: Could not contact server / update failed

Christian,

 

I was using the wrong credential (no FQDN) for the updating policy. I changed it and its working fine now.

 

Thankz for your reply.

 

Regards

Peter

Visitor
raymonddic
Posts: 1
Registered: ‎Mon 20-Sep-2010
0

Re: Could not contact server / update failed

I am having these problem for a few Windows XP and Windows Servers.  It just stop updating recently.  Others are just fine.  I am using Anti Virus 7.6.20 with threat detection data 4.75E. and Sophos Enterprise Console 3.1.0.2476.  Please HELP.  Thank you.

Occasional Visitor
acba
Posts: 1
Registered: ‎Fri 04-Nov-2011
0

Re: Could not contact server / update failed

I get a similar error message on one of our computers, except it's not a credential issue. It says it's unable to connect from the location provided, and it's the same location all of our other computers are running from.

 

Please see our log report for more info.

 

Thanks!

 

Time: 11/4/2011 14:49:19
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 8872
Thread ID: 3044

Time: 11/4/2011 14:49:18
Message: Downloading phase completed
Module: ALUpdate
Process ID: 8872
Thread ID: 3044

Time: 11/4/2011 14:49:18
Message: ERROR:   Could not find a source for updated packages
Module: ALUpdate
Process ID: 8872
Thread ID: 3044

Time: 11/4/2011 14:49:17
Message: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
Module: CIDUpdate
Process ID: 8872
Thread ID: 3044

Time: 11/4/2011 14:49:17
Message: Downloading product Sophos AutoUpdate from server \\IMPERIO\SophosUpdate\CIDs\S000\EECSXP\
Module: CIDUpdate
Process ID: 8872
Thread ID: 3044

Time: 11/4/2011 14:49:17
Message: Could not add a connection to server \\IMPERIO\SophosUpdate; user ACBA\SophosUpdateMgr; Windows error 1326
Module: CIDUpdate
Process ID: 8872
Thread ID: 3044

Time: 11/4/2011 14:49:16
Message: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
Module: CIDUpdate
Process ID: 8872
Thread ID: 3044

Time: 11/4/2011 14:49:16
Message: Downloading product SAVXP from server \\IMPERIO\SophosUpdate\CIDs\S000\EECSXP\
Module: CIDUpdate
Process ID: 8872
Thread ID: 3044

Time: 11/4/2011 14:49:16
Message: Could not add a connection to server \\IMPERIO\SophosUpdate; user ACBA\SophosUpdateMgr; Windows error 1326
Module: CIDUpdate
Process ID: 8872
Thread ID: 3044

Time: 11/4/2011 14:49:15
Message: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
Module: CIDUpdate
Process ID: 8872
Thread ID: 3044

Time: 11/4/2011 14:49:15
Message: Downloading product RMSNT from server \\IMPERIO\SophosUpdate\CIDs\S000\EECSXP\
Module: CIDUpdate
Process ID: 8872
Thread ID: 3044

Time: 11/4/2011 14:49:15
Message: Could not add a connection to server \\IMPERIO\SophosUpdate; user ACBA\SophosUpdateMgr; Windows error 1326
Module: CIDUpdate
Process ID: 8872
Thread ID: 3044

Time: 11/4/2011 14:49:15
Message: ***************          Sophos AutoUpdate started          ***************
Module: ALUpdate
Process ID: 8872
Thread ID: 3044

Executive VIP
QC
Posts: 4,355
Registered: ‎Mon 23-Nov-2009
0

Re: Could not contact server / update failed

Hello acba,

1326 means invalid credentials. If ACBA is a domain then the passwor for ACBA\SophosUpdateMgr is incorrect. Otherwise it's unlikely that ACBA\SophosUpdateMgr is valid for accessing \\IMPERIO\SophosUpdate. Maybe the policy contains only the unqualified user (SophosUpdateMgr) instead of IMPERIO\SophosUpdateMgr.

HTH
Christian