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Failed to download 'sdds:SOPHOS': invalid authentication (cannot update stand alone free sav9 antivirus) - Please check SecondaryUpdateUsername and SecondaryUpdatePassword

nash dave

Hi,

 

I have installed SAV 9 from the Sophos web site (free version for stand alone CentOS PC)

I do not use any Central management system only Stand alone Anti virus without any MGT system.

I do not have user/pass(licesne) as this is free version only the Sophos ID i have create via Sophos website

When come to update the anti virus i get the following error (i have access to the internet)

 

^root@B100:/opt/sophos-av/install/bin# /opt/sophos-av/install/bin/savupdate
Failed to download 'sdds:SOPHOS': invalid authentication. Please check PrimaryUpdateUsername and PrimaryUpdatePassword.
Failed to update from primary update source. Redirecting to secondary update source.
Failed to download 'sdds:SOPHOS': invalid authentication. Please check SecondaryUpdateUsername and SecondaryUpdatePassword.
Failed to replicate from all update sources

 

root@B100:/opt/sophos-av/install/bin# /opt/sophos-av/install/bin/savupdate --debug
2019-07-29 11:19:11,554 DEBUG savupdate.util.Logger: Logging to /opt/sophos-av/install/log/savupdate-debug.log
2019-07-29 11:19:12,187 INFO savupdate.util.Logger: Update to include '*' priority 10
2019-07-29 11:19:12,188 INFO savupdate.util.Logger: Update to exclude 'sav-*' priority 20
2019-07-29 11:19:12,188 INFO savupdate.util.Logger: Update to exclude 'sdf.xml' priority 20
2019-07-29 11:19:12,188 INFO savupdate.util.Logger: Update to include 'sav-linux/licence*' priority 30
2019-07-29 11:19:12,188 INFO savupdate.util.Logger: Update to include 'sav-linux/manifest.dat' priority 30
2019-07-29 11:19:12,188 INFO savupdate.util.Logger: Update to include 'sav-linux/manifest.spec' priority 30
2019-07-29 11:19:12,188 INFO savupdate.util.Logger: Update to include 'sav-linux/cidsync.upd' priority 30
2019-07-29 11:19:12,188 INFO savupdate.util.Logger: Update to include 'sav-linux/common/*' priority 30
2019-07-29 11:19:12,188 INFO savupdate.util.Logger: Update to include 'sav-linux/x86/*' priority 30
2019-07-29 11:19:12,188 INFO savupdate.util.Logger: Update to include 'uncdownload/*' priority 20
2019-07-29 11:19:12,189 INFO savupdate.util.Logger: Update to exclude 'talpa/*' priority 20
2019-07-29 11:19:12,189 INFO savupdate.util.Logger: Update to include 'talpa/talpa-srcpack.tar.gz' priority 30
2019-07-29 11:19:12,189 INFO savupdate.util.Logger: Update to include 'talpa/manifest.dat' priority 30
2019-07-29 11:19:12,189 INFO savupdate.util.Logger: Update to include 'talpa/cidsync.upd' priority 30
2019-07-29 11:19:12,189 INFO savupdate.util.Logger: Update to include 'talpa/copying' priority 30
2019-07-29 11:19:12,189 INFO savupdate.util.Logger: Update to include 'talpa/talpa-centos/combined.tgz' priority 30
2019-07-29 11:19:12,189 INFO savupdate.util.Logger: Update to include 'talpa/talpa-centos/talpa-binpack-centos-x86_64-3.10.0-514.10.2.el7.x86_64-1smpfrimar3000405utc2017.tar.gz' priority 30
2019-07-29 11:19:12,189 INFO savupdate.util.Logger: Update to include 'talpa/talpa-centos/talpa-binpack-centos-x86_64-3.10.0-514.10.2.el7.x86_64.tar.gz' priority 30
2019-07-29 11:19:12,189 INFO savupdate.util.Logger: Update to exclude 'sav-linux/x86/32/*' priority 40
2019-07-29 11:19:12,189 INFO savupdate.util.Logger: Update to exclude 'uncdownload/32/*' priority 40
2019-07-29 11:19:12,190 DEBUG savupdate.Updater: Scheduled Update: Day=None, Time=None, supplementOnly=False
2019-07-29 11:19:12,190 DEBUG savupdate.sdds.SddsUpdater: Syncing both products and supplements because source changed: None vs. SOPHOS
2019-07-29 11:19:12,190 WARNING savupdate.util.Logger: SDDS_UPDATE_SOURCE_IS SOPHOS
2019-07-29 11:19:12,191 INFO savupdate.sdds.SddsUpdater: Setting default Sophos Aliases
2019-07-29 11:19:12,194 DEBUG savupdate.util.Logger: This system is SAV10 capable
This system is SAV10 capable
2019-07-29 11:19:12,194 DEBUG savupdate.sdds.SddsUpdater: No update caches configured
2019-07-29 11:19:12,194 DEBUG savupdate.sdds.SddsUpdater: Updating using HTTPS
2019-07-29 11:19:12,226 DEBUG savupdate.sdds.SddsUpdater: Adding update source: direct [HTTPS]
2019-07-29 11:19:13,535 INFO savupdate.sdds.SddsUpdater: Trying alternative proxies
2019-07-29 11:19:13,556 INFO savupdate.sdds.SddsUpdater: Trying HTTP instead
2019-07-29 11:19:13,577 DEBUG savupdate.sdds.SddsUpdater: Adding update source: direct [HTTP]
2019-07-29 11:19:14,613 INFO savupdate.sdds.SddsUpdater: Trying HTTP over alternative proxies
2019-07-29 11:19:14,634 DEBUG savupdate.util.Logger: read_remote_metadata failed: result=5
read_remote_metadata failed: result=5
2019-07-29 11:19:14,634 DEBUG savupdate.util.Logger: error_details: Failed to authenticate
error_details: Failed to authenticate
2019-07-29 11:19:14,634 DEBUG savupdate.util.Logger: log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/.../
log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/.../
2019-07-29 11:19:14,634 DEBUG savupdate.util.Logger: log_entry: [I31036] No proxy was used.
log_entry: [I31036] No proxy was used.
2019-07-29 11:19:14,634 DEBUG savupdate.util.Logger: log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
2019-07-29 11:19:14,634 DEBUG savupdate.util.Logger: log_entry: [I31036] No proxy was used.
log_entry: [I31036] No proxy was used.
2019-07-29 11:19:14,635 DEBUG savupdate.util.Logger: log_entry: [E75373] Ran out of sophos aliases for this update source
log_entry: [E75373] Ran out of sophos aliases for this update source
2019-07-29 11:19:14,635 DEBUG savupdate.util.Logger: log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/.../
log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/.../
2019-07-29 11:19:14,635 DEBUG savupdate.util.Logger: log_entry: [I31036] No proxy was used.
log_entry: [I31036] No proxy was used.
2019-07-29 11:19:14,635 DEBUG savupdate.util.Logger: log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
2019-07-29 11:19:14,635 DEBUG savupdate.util.Logger: log_entry: [I31036] No proxy was used.
log_entry: [I31036] No proxy was used.
2019-07-29 11:19:14,635 DEBUG savupdate.util.Logger: log_entry: [E75373] Ran out of sophos aliases for this update source
log_entry: [E75373] Ran out of sophos aliases for this update source
2019-07-29 11:19:14,635 DEBUG savupdate.util.Logger: log_entry: [E54187] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
log_entry: [E54187] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
2019-07-29 11:19:14,635 DEBUG savupdate.util.Logger: error_details: Failed to authenticate
error_details: Failed to authenticate
2019-07-29 11:19:14,636 DEBUG savupdate.util.Logger: log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/.../
log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/.../
2019-07-29 11:19:14,636 DEBUG savupdate.util.Logger: log_entry: [I31036] No proxy was used.
log_entry: [I31036] No proxy was used.
2019-07-29 11:19:14,636 DEBUG savupdate.util.Logger: log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
2019-07-29 11:19:14,636 DEBUG savupdate.util.Logger: log_entry: [I31036] No proxy was used.
log_entry: [I31036] No proxy was used.
2019-07-29 11:19:14,636 DEBUG savupdate.util.Logger: log_entry: [E75373] Ran out of sophos aliases for this update source
log_entry: [E75373] Ran out of sophos aliases for this update source
2019-07-29 11:19:14,636 DEBUG savupdate.util.Logger: log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/.../
log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/.../
2019-07-29 11:19:14,636 DEBUG savupdate.util.Logger: log_entry: [I31036] No proxy was used.
log_entry: [I31036] No proxy was used.
2019-07-29 11:19:14,636 DEBUG savupdate.util.Logger: log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
2019-07-29 11:19:14,636 DEBUG savupdate.util.Logger: log_entry: [I31036] No proxy was used.
log_entry: [I31036] No proxy was used.
2019-07-29 11:19:14,637 DEBUG savupdate.util.Logger: log_entry: [E75373] Ran out of sophos aliases for this update source
log_entry: [E75373] Ran out of sophos aliases for this update source
2019-07-29 11:19:14,637 DEBUG savupdate.util.Logger: log_entry: [E54187] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
log_entry: [E54187] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
2019-07-29 11:19:14,637 ERROR savupdate.Updater: BadAuthenticationError
Traceback (most recent call last):
File "Updater.py", line 179, in tryUpdate
File "Updater.py", line 147, in update
File "SddsUpdater.py", line 784, in update
File "SddsUpdater.py", line 934, in __update
File "SDDSResult.py", line 92, in throwOnError
BadHostCredentialsException: BadHostCredentialsException for sdds:SOPHOS
2019-07-29 11:19:14,637 DEBUG savupdate.util.Logger: BAD-PRIMARY-AUTHENTICATION sdds:SOPHOS
Failed to download 'sdds:SOPHOS': invalid authentication. Please check PrimaryUpdateUsername and PrimaryUpdatePassword.
2019-07-29 11:19:14,637 DEBUG savupdate.util.Logger: SECONDARY-REPORT-AS-ERROR
Failed to update from primary update source. Redirecting to secondary update source.
2019-07-29 11:19:14,638 DEBUG savupdate.Updater: Scheduled Update: Day=None, Time=None, supplementOnly=False
2019-07-29 11:19:14,638 DEBUG savupdate.sdds.SddsUpdater: Syncing both products and supplements because source changed: None vs. SOPHOS
2019-07-29 11:19:14,638 WARNING savupdate.util.Logger: SDDS_UPDATE_SOURCE_IS SOPHOS
2019-07-29 11:19:14,638 INFO savupdate.sdds.SddsUpdater: Setting default Sophos Aliases
2019-07-29 11:19:14,642 DEBUG savupdate.util.Logger: This system is SAV10 capable
This system is SAV10 capable
2019-07-29 11:19:14,642 DEBUG savupdate.sdds.SddsUpdater: No update caches configured
2019-07-29 11:19:14,642 DEBUG savupdate.sdds.SddsUpdater: Updating using HTTPS
2019-07-29 11:19:14,643 DEBUG savupdate.sdds.SddsUpdater: Adding update source: direct [HTTPS]
2019-07-29 11:19:15,680 INFO savupdate.sdds.SddsUpdater: Trying alternative proxies
2019-07-29 11:19:15,680 INFO savupdate.sdds.SddsUpdater: Trying HTTP instead
2019-07-29 11:19:15,681 DEBUG savupdate.sdds.SddsUpdater: Adding update source: direct [HTTP]
2019-07-29 11:19:16,570 INFO savupdate.sdds.SddsUpdater: Trying HTTP over alternative proxies
2019-07-29 11:19:16,571 DEBUG savupdate.util.Logger: read_remote_metadata failed: result=5
read_remote_metadata failed: result=5
2019-07-29 11:19:16,571 DEBUG savupdate.util.Logger: error_details: Failed to authenticate
error_details: Failed to authenticate
2019-07-29 11:19:16,571 DEBUG savupdate.util.Logger: log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/.../
log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/.../
2019-07-29 11:19:16,571 DEBUG savupdate.util.Logger: log_entry: [I31036] No proxy was used.
log_entry: [I31036] No proxy was used.
2019-07-29 11:19:16,571 DEBUG savupdate.util.Logger: log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
2019-07-29 11:19:16,571 DEBUG savupdate.util.Logger: log_entry: [I31036] No proxy was used.
log_entry: [I31036] No proxy was used.
2019-07-29 11:19:16,572 DEBUG savupdate.util.Logger: log_entry: [E75373] Ran out of sophos aliases for this update source
log_entry: [E75373] Ran out of sophos aliases for this update source
2019-07-29 11:19:16,572 DEBUG savupdate.util.Logger: log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/.../
log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/.../
2019-07-29 11:19:16,572 DEBUG savupdate.util.Logger: log_entry: [I31036] No proxy was used.
log_entry: [I31036] No proxy was used.
2019-07-29 11:19:16,572 DEBUG savupdate.util.Logger: log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
2019-07-29 11:19:16,572 DEBUG savupdate.util.Logger: log_entry: [I31036] No proxy was used.
log_entry: [I31036] No proxy was used.
2019-07-29 11:19:16,572 DEBUG savupdate.util.Logger: log_entry: [E75373] Ran out of sophos aliases for this update source
log_entry: [E75373] Ran out of sophos aliases for this update source
2019-07-29 11:19:16,572 DEBUG savupdate.util.Logger: log_entry: [E54187] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
log_entry: [E54187] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
2019-07-29 11:19:16,572 DEBUG savupdate.util.Logger: error_details: Failed to authenticate
error_details: Failed to authenticate
2019-07-29 11:19:16,573 DEBUG savupdate.util.Logger: log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/.../
log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/.../
2019-07-29 11:19:16,573 DEBUG savupdate.util.Logger: log_entry: [I31036] No proxy was used.
log_entry: [I31036] No proxy was used.
2019-07-29 11:19:16,573 DEBUG savupdate.util.Logger: log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
2019-07-29 11:19:16,573 DEBUG savupdate.util.Logger: log_entry: [I31036] No proxy was used.
log_entry: [I31036] No proxy was used.
2019-07-29 11:19:16,573 DEBUG savupdate.util.Logger: log_entry: [E75373] Ran out of sophos aliases for this update source
log_entry: [E75373] Ran out of sophos aliases for this update source
2019-07-29 11:19:16,573 DEBUG savupdate.util.Logger: log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/.../
log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/.../
2019-07-29 11:19:16,573 DEBUG savupdate.util.Logger: log_entry: [I31036] No proxy was used.
log_entry: [I31036] No proxy was used.
2019-07-29 11:19:16,573 DEBUG savupdate.util.Logger: log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
log_entry: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
2019-07-29 11:19:16,573 DEBUG savupdate.util.Logger: log_entry: [I31036] No proxy was used.
log_entry: [I31036] No proxy was used.
2019-07-29 11:19:16,574 DEBUG savupdate.util.Logger: log_entry: [E75373] Ran out of sophos aliases for this update source
log_entry: [E75373] Ran out of sophos aliases for this update source
2019-07-29 11:19:16,574 DEBUG savupdate.util.Logger: log_entry: [E54187] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
log_entry: [E54187] Couldn't find DCI for user. URL was: dci.sophosupd.net/.../
2019-07-29 11:19:16,574 ERROR savupdate.Updater: BadAuthenticationError
Traceback (most recent call last):
File "Updater.py", line 179, in tryUpdate
File "Updater.py", line 147, in update
File "SddsUpdater.py", line 784, in update
File "SddsUpdater.py", line 934, in __update
File "SDDSResult.py", line 92, in throwOnError
BadHostCredentialsException: BadHostCredentialsException for sdds:SOPHOS
2019-07-29 11:19:16,574 DEBUG savupdate.util.Logger: BAD-SECONDARY-AUTHENTICATION sdds:SOPHOS
Failed to download 'sdds:SOPHOS': invalid authentication. Please check SecondaryUpdateUsername and SecondaryUpdatePassword.
2019-07-29 11:19:16,574 DEBUG savupdate.util.Logger: ALL_UPDATE_SOURCES_FAILED
Failed to replicate from all update sources
2019-07-29 11:19:16,575 DEBUG savupdate.Updater: Successfully reported update to savd

 

 

 

root@BWhost100:/opt/sophos-av/install/bin# /opt/sophos-av/install/bin/savsetup
Welcome to Sophos Anti-Virus interactive configuration


[1] Display update configuration

Configure primary update source:
[2] From Sophos
[3] From own server

Configure secondary update source:
[4] From Sophos
[5] From own server

[q] Quit
What do you want to do? [1]
> 1

Primary update source address = sophos:
Primary update cache path = /opt/sophos-av/install/update/cache/Primary
Primary update source username = nash7683@gmail.com
Primary update source password = ********
Update period minute = 60
Secondary update source address = sophos:
Secondary update cache path = /opt/sophos-av/install/update/cache/Secondary
Secondary update source username = nash7683@gmail.com
Secondary update source password = ********

[1] Display update configuration

Configure primary update source:
[2] From Sophos
[3] From own server

Configure secondary update source:
[4] From Sophos
[5] From own server

[q] Quit
What do you want to do? [1]
>

 

Can you please advise what is missing or why does in not working?

 

Thanks in advance.

 

Regards,

 

Nash



This thread was automatically locked due to age.
  • 0

    Hi  

    Thank you for providing logs.

    As per your logs mentioned above, it is an issue of primary and secondary update username and password which is incorrect here.

    Instead of your email address, it should be the license provided by Sophos.

    Please collect the diagnostic logs of Sophos through running the below command through the root user:

    /opt/sophos-av/bin/savdstatus --diagnose

    Once it is completed, extract the ZIP file which has all the logs. Go to the unzipped folder other -> sav -> savconfig -> open user.txt and provide the logs from that file to us.

    Regards,

    Jasmin
    Community Support Engineer | Sophos Support
    Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
    If a post solves your question use the 'This helped me' link

  • 0 in reply to Jasmin

    Hi Jasmin,

     

    Thanks for your quick reply.

    Im suing FREE SAV 9 version so i do not have ant user name /password.

     

    and you mentioned that free version can be update...

    "

    Sophos Anti-Virus for Linux 9 is the only version available for the standalone and Enterprise Console-managed versions.

    Doesn’t require a license and is the Sophos free version.

    The Free Edition of Sophos Anti-Virus for Linux offers the same protection as the supported product.

    It also includes free updates.

    "

    So how can i proceed from here?

     

    Thanks you

  • 0 in reply to nash dave

    Hi  

    To decide the next course of action, we need to have User.txt file as mentioned in the last reply to decide the next course of action.

    When you are using a free version, there will be username assigned to you for the free license. Sophos AV needs username and password to download the updates from the cloud.

    This username comes and gets filled automatically when you install free SAV for Linux 9 on your machine. 

    Regards,

    Jasmin
    Community Support Engineer | Sophos Support
    Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
    If a post solves your question use the 'This helped me' link

  • 0 in reply to Jasmin

    Hi Jasmin,

     

    Enclose 3250.SAV_diagnose_20190801_162237.zipis the file as form my Server.

     

    Please advise.

     

    Thanks!

  • 0 in reply to nash dave

    Hi  

    I have reviewed the logs and it seems you selected proxy option installation but it is not showing any of the proxy address in the configuration file and also it has incorrect username to update the SAV for Linux because that it is failing.

    I'd recommend you to download the fresh installer from this site and install it without using a proxy if it is not necessary for your network.

    Regards,

    Jasmin
    Community Support Engineer | Sophos Support
    Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
    If a post solves your question use the 'This helped me' link

  • 0

    You seem to have entered your email into the credentials for updating.

     

    Instead, when installing, you should select the free option, which will automatically download free credentials for your install to use for updating.

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