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Occasional Visitor
Ryhan13
Posts: 3
Registered: ‎Wed 16-Nov-2011
0
Accepted Solution

Sophos Endpoint not updating! Can't work it out!

Hello,

 

I could well be completely dim, but I can't work out why my sophos has suddenly taken it upon itself to lack the ability to update. I have read loads of similar posts but I seem to be going round in circles. I have checked my indexing is turned off for it as suggested but that hasn't solved the problem.

Here's a transcript of the update log -

 

Time: 16/11/2011 13:05:39
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:37
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:37
Message: Downloading phase completed
Module: ALUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:37
Message: Product cache update from primary server successfully finished
Module: SDDSUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:37
Message: Downloading product Sophos AutoUpdate from server Sophos
Module: SDDSUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:36
Message: ERROR:   Download of SAVXP failed from server Sophos
Module: CIDUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:35
Message: Downloading product SAVXP from server Sophos
Module: CIDUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:21
Message: ERROR:   Download of SAVXP failed from server Sophos
Module: SDDSUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:21
Message: Downloading product SAVXP from server Sophos
Module: SDDSUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:20
Message: ***************          Sophos AutoUpdate started          ***************
Module: ALUpdate
Process ID: 3004
Thread ID: 1544

 

 

I am at a complete loss. Any ideas?

 

Thanks

Executive VIP
jak
Posts: 1,853
Registered: ‎Sat 19-Dec-2009
0

Re: Sophos Endpoint not updating! Can't work it out!

Hi,

 

Can you provide us with the trace log of AutoUpdate, they have a bit more information to work out what's going on.  I.e.

 

1. Delete the files in:

"C:\ProgramData\Sophos\AutoUpdate\Logs\"

or

"C:\Program files\Sophos\AutoUpdate\Logs\"

called: "ALUpdate*.log".

 

2. Perform an update on the machine and wait until it completes.

 

3. Grab the newly created file called ALUpdate*.log from the above location and paste it here.  

 

Doing the above will ensure that we just get the latest update logs to trim them down in size abit.

 

Regards,

Jak

Occasional Visitor
Ryhan13
Posts: 3
Registered: ‎Wed 16-Nov-2011
0

Re: Sophos Endpoint not updating! Can't work it out!

Hi Jack,

 

Have done as requested. Here's the trace log -

 

Trace(2011-Nov-16 13:47:55): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Program Files\Sophos\AutoUpdate"
Trace(2011-Nov-16 13:47:55): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
Trace(2011-Nov-16 13:47:55): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
Trace(2011-Nov-16 13:47:55): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
Trace(2011-Nov-16 13:47:55): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2011-Nov-16 13:47:55): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2011-Nov-16 13:47:55): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
Trace(2011-Nov-16 13:47:55): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
Trace(2011-Nov-16 13:47:55): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2011-Nov-16 13:47:55): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2011-Nov-16 13:47:55): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2011-Nov-16 13:47:55): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2011-Nov-16 13:47:55): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
Trace(2011-Nov-16 13:47:55): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
Trace(2011-Nov-16 13:47:55): ConfigurationImpl, considering PMSR: PureMessage not installed, PMSR package will not be updated
Trace(2011-Nov-16 13:47:55): Considering subscribed products.
Trace(2011-Nov-16 13:47:55): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2011-Nov-16 13:47:55): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2011-Nov-16 13:47:55): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2011-Nov-16 13:47:55): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2011-Nov-16 13:47:55): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2011-Nov-16 13:47:55): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2011-Nov-16 13:47:55): GenerateCustomerID: complete
Trace(2011-Nov-16 13:47:55): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2011-Nov-16 13:47:55): RMSMessageHandler: ALUpdateStart
Trace(2011-Nov-16 13:47:55): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2011-Nov-16 13:47:55): ALUpdate(AutoUpdate.Started):
Trace(2011-Nov-16 13:47:55): UpdateCoordinator::UpdateNow: Entering
Trace(2011-Nov-16 13:47:55): PopulateCache: Entering
Trace(2011-Nov-16 13:47:55): IPCSender::smileytongue:rocessSend started
Trace(2011-Nov-16 13:47:55): IPCSender::smileytongue:rocessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2011-Nov-16 13:47:55): IPCSender::smileytongue:rocessSend: No messages in queue, starting to wait
Trace(2011-Nov-16 13:47:55): IPCSender::smileytongue:rocessSend: No messages in queue, starting to wait
Trace(2011-Nov-16 13:47:55): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2011-Nov-16 13:47:55): UpdateLocationFacade::smileyfrustrated:yncProduct: Last Update Mechanism = SDDS
Trace(2011-Nov-16 13:47:55): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Started:
Trace(2011-Nov-16 13:47:55): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, creating update location
Trace(2011-Nov-16 13:47:55): Path to decode files to: C:\WINDOWS\TEMP\sophos_autoupdate1.dir\1321451275
Trace(2011-Nov-16 13:47:55): Using top level catalogue sdds.esc95
Trace(2011-Nov-16 13:47:55): SDDSUpdateLocation, constructor start
Trace(2011-Nov-16 13:47:55): locConfig.m_server = Sophos
Trace(2011-Nov-16 13:47:55): Calling check on source.m_address.m_path = Sophos
Trace(2011-Nov-16 13:47:55): Calling package_source_init
Trace(2011-Nov-16 13:47:55): Creating package source to represent parent
Trace(2011-Nov-16 13:47:55): Create package source to represent local cache
Trace(2011-Nov-16 13:47:55): SDDSUpdateLocation::Constructor finished
Trace(2011-Nov-16 13:47:55): TrySyncProduct, Calling BeginSync
Trace(2011-Nov-16 13:47:55): Opened catalogue!
Trace(2011-Nov-16 13:47:55): Attempting to synchronise load balancing and redirection files
Trace(2011-Nov-16 13:47:55): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
Trace(2011-Nov-16 13:47:55): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2011-Nov-16 13:47:55): SDDSUpdate(SyncProduct.Start): SAVXP, Sophos
Trace(2011-Nov-16 13:47:55): SDDSUpdateLocation caught exception from download: Couldn't authenticate user for resource with host server.
URL was: http://es-web-2.sophos.com/update/E17FE03B-0501-4aaa-BC69-0129D965F311/ff197f20fb835571689e2b732de5c...
Trace(2011-Nov-16 13:47:55): SDDSUpdate(SDDSDownloadFailed): SAVXP, Sophos
Trace(2011-Nov-16 13:47:56): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, SyncProduct returned - 0
Trace(2011-Nov-16 13:47:56): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Ended - 0
Trace(2011-Nov-16 13:47:56): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
Trace(2011-Nov-16 13:47:56): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2011-Nov-16 13:47:56): Calling package_source_init
Trace(2011-Nov-16 13:47:56): TrySyncProduct, Calling BeginSync
Trace(2011-Nov-16 13:48:06): File escdp.dat not found. Return code 0x80040f04
Trace(2011-Nov-16 13:48:06): Could not read master upd file: error 0x80040f04
Trace(2011-Nov-16 13:48:10): Error -2147217660 in ReadCustomerIDFile
Trace(2011-Nov-16 13:48:10): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2011-Nov-16 13:48:10): CIDUpdateLocation::smileyfrustrated:yncProduct - Updating Product: SAVXP
Trace(2011-Nov-16 13:48:10): CIDUpdate(SyncProduct.Start): SAVXP, Sophos
Trace(2011-Nov-16 13:48:10): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2011-Nov-16 13:48:10): CIDUpdateLocation::smileyfrustrated:ync - Updating from http CID: http://es-web-2.sophos.com/update/savxp
Trace(2011-Nov-16 13:48:10): CIDSync(CidSyncMessage):
Trace(2011-Nov-16 13:48:11): CIDSync(CidSyncMessage):
Trace(2011-Nov-16 13:48:11): CIDSyncCallback, SynchronisationTerminated - Code = -2147217660
Trace(2011-Nov-16 13:48:11): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\Program Files\Sophos\AutoUpdate\cache\savxp.map
Trace(2011-Nov-16 13:48:11): CIDUpdateLocation::smileyfrustrated:yncProduct: Failed to update product (SAVXP) from "Sophos", Error is :CIDSYNC_E_FILESYNCERROR (Error during file download.)
Trace(2011-Nov-16 13:48:11): CIDUpdate(CIDDownloadFailed): SAVXP, Sophos
Trace(2011-Nov-16 13:48:12): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2011-Nov-16 13:48:12): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2011-Nov-16 13:48:12): UpdateLocationFacade::smileyfrustrated:yncProduct: Last Update Mechanism = SDDS
Trace(2011-Nov-16 13:48:12): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Started:
Trace(2011-Nov-16 13:48:12): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, creating update location
Trace(2011-Nov-16 13:48:12): Path to decode files to: C:\WINDOWS\TEMP\sophos_autoupdate1.dir\1321451292
Trace(2011-Nov-16 13:48:12): Using top level catalogue sdds.esc95
Trace(2011-Nov-16 13:48:12): SDDSUpdateLocation, constructor start
Trace(2011-Nov-16 13:48:12): locConfig.m_server = Sophos
Trace(2011-Nov-16 13:48:12): Calling check on source.m_address.m_path = Sophos
Trace(2011-Nov-16 13:48:12): Calling package_source_init
Trace(2011-Nov-16 13:48:12): Creating package source to represent parent
Trace(2011-Nov-16 13:48:12): Create package source to represent local cache
Trace(2011-Nov-16 13:48:12): SDDSUpdateLocation::Constructor finished
Trace(2011-Nov-16 13:48:12): TrySyncProduct, Calling BeginSync
Trace(2011-Nov-16 13:48:13): Opened catalogue!
Trace(2011-Nov-16 13:48:13): Attempting to synchronise load balancing and redirection files
Trace(2011-Nov-16 13:48:13): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
Trace(2011-Nov-16 13:48:13): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2011-Nov-16 13:48:13): SDDSUpdate(SyncProduct.Start): Sophos AutoUpdate, Sophos
Trace(2011-Nov-16 13:48:13): Synching version 304.2 of {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2011-Nov-16 13:48:13): calculating decode signature for 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 with a product entry of 99f8b436e86023fadb297ff7a9cb13e1x000
Trace(2011-Nov-16 13:48:13):  and a version entry of f815d4d299ad4558bfc51b9e926cd02cx000
Trace(2011-Nov-16 13:48:13): SDDSUpdate(PrimarySuccess):
Trace(2011-Nov-16 13:48:13): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, SyncProduct returned - 1
Trace(2011-Nov-16 13:48:13): TrySyncProduct<class AutoUpdate::smileyfrustrated:DDSUpdateLocation>, Ended - 1
Trace(2011-Nov-16 13:48:13): ALUpdate(DownloadEnded):
Trace(2011-Nov-16 13:48:13): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2011-Nov-16 13:48:13): ALUpdate(Action.Skipped): Sophos AutoUpdate
Trace(2011-Nov-16 13:48:14): RMSMessageHandler: ALUpdateEnd
Trace(2011-Nov-16 13:48:14): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>SAVXP</Insert><Insert>Sophos</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of SAVXP failed from server Sophos</ReadableMessage></Config>
Trace(2011-Nov-16 13:48:14): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>SAVXP</Insert><Insert>Sophos</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of SAVXP failed from server Sophos</ReadableMessage></Config>
Trace(2011-Nov-16 13:48:14): IPCSender::smileytongue:rocessSend: Listener not ready starting to wait
Trace(2011-Nov-16 13:48:15): IPCSender::smileytongue:rocessSend exiting

 

Thanks

Executive VIP
QC
Posts: 4,483
Registered: ‎Mon 23-Nov-2009
0

Re: Sophos Endpoint not updating! Can't work it out!

Hello Ryhan13,

 

error 0x80040F04 means server could not be contacted, one possible cause are invalid credentials. If it worked before and you didn't change the credentials the license might have expired.

 

Christian

Occasional Visitor
Ryhan13
Posts: 3
Registered: ‎Wed 16-Nov-2011
0

Re: Sophos Endpoint not updating! Can't work it out!

Thanks Christian,

 

Is there any way for me to find the expiry date for the licence?

Executive VIP
QC
Posts: 4,483
Registered: ‎Mon 23-Nov-2009
0

Re: Sophos Endpoint not updating! Can't work it out!

AFAIK only on paper or by contacting the seller (or your site's staff in case they supplied you the credentials).

 

Christian

Occasional Visitor
Barttech
Posts: 1
Registered: ‎Thu 01-Mar-2012
0

Re: Sophos Endpoint not updating! Can't work it out!

[ Edited ]

To fix this issue remove the following security permissions on these folders: 

 

1.     C:\Program Files\Sophos\Sophos Anti-Virus

2.     C:\Documents and settings\All Users\Application Data\Sophos

3.     C:\Program Files\Sophos And add the following Security permissions on:

 

And add these permissions on: 

 

Users - Read & Execute, List Folder Contents, Read

Administrators - Full ControlCreator Owner - Full Control (special - subfolders and files only)System - Full Control

Everyone - Read & Execute, List Folder Contents, Read

Power Users - Modify

 

This will fix the SAVXP failed issue.

Occasional Visitor
Noan
Posts: 2
Registered: ‎Tue 18-Jun-2013
0

Re: Sophos Endpoint not updating! Can't work it out!

[ Edited ]

Hello everyone

 

I'm having the same problem and am happy to see that this problem seems to be solved. However, I am just a regular user and am not sure, I understood the solution above correctly. Any help would be highly appreciated: 

 

So I should remove even the administrators right on the folders named above? And to which folders should I add them? 

 

How is it, that security permissions suddenly create a problem? I have used sophos for several years. Got a new computer, installed it and after about a months or so, autoupdating failed. I then de- and reinstalled sophos and am seeing the same problem afters some weeks again.

 

Many thanks in advance

Noan 

Executive VIP
QC
Posts: 4,483
Registered: ‎Mon 23-Nov-2009
0

Re: Sophos Endpoint not updating! Can't work it out!

Hello Noan,

 

I'm having the same problem

which is ...? That your update location is Sophos and updating fails?

I am just a regular user

Your site (employer, university, ...) should provide support for you. I don't think it's a folder permissions issue thus could be either a problem updating from your site's server or with the credentials used for updating from Sophos (as the un-/reinstalling worked I assume we can rule out a problem with the installation). In both cases only your site's staff can give you the necessary information to resolve the issue.

 

Christian 

Occasional Visitor
Noan
Posts: 2
Registered: ‎Tue 18-Jun-2013
0

Re: Sophos Endpoint not updating! Can't work it out!

[ Edited ]

Hello Christian

 

thanks for your fast reply!

 

The problem is: ERROR: Download of SAVXP failed from server and the installation of Sophos Autoupdate was skipped. 

 

The server is not just sophos, but yes, the server of a university. Will check with them. 

 

Many thanks

Noan