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Sophos Central Server Cache

Siti Nadhrah over 5 years ago

Hi,

I have an issue with the Sophos Server Cache. Found 4 PCs from 51 PCs are not getting an update from the Cache Server.

1. Able to do the telnet (8190 & 8191)

2. No proxy.

Found from the SophosUpdate.log - "Could not reach the cache server:8190. Error code 12002."

Please help. Thank you.

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0 Yashraj S over 5 years ago

Hi Siti,

Is the FQDN address of the Update Cache server and Message Relay server resolvable from these 4 machines? Can try these commands once?

telnet serverfqdn 8191 (Run this command with the FQDN of the Update Cache server's FQDN)

telnet serverfqdn 8190 (Run this command with the FQDN of the Message Relay server's FQDN)

On one of the affected machines, go to C:\ProgramData\Sophos\AutoUpdate\Logs\ and paste the contents of the latest update log here.

Thanks,

Yashraj Singha
Manager | Global Community Support
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0 Yashraj S over 5 years ago

Hi Siti,

Is the FQDN address of the Update Cache server and Message Relay server resolvable from these 4 machines? Can try these commands once?

telnet serverfqdn 8191 (Run this command with the FQDN of the Update Cache server's FQDN)

telnet serverfqdn 8190 (Run this command with the FQDN of the Message Relay server's FQDN)

On one of the affected machines, go to C:\ProgramData\Sophos\AutoUpdate\Logs\ and paste the contents of the latest update log here.

Thanks,

Yashraj Singha
Manager | Global Community Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question, please use the "Verify Answer" button.

The New Home of Sophos Support Videos! - Visit Sophos Techvids
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0 Siti Nadhrah over 5 years ago in reply to Yashraj S

Hi Yashraj,

I have performed both command and success do the telnet.

I just uninstall and reinstall the Sophos Endpoint. But it's still the same.
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0 Siti Nadhrah over 5 years ago in reply to Siti Nadhrah

Hi Yashraj,

Currently, I reinstall the PC with Sophos Endpoint, later I will provide the log.
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0 Adithyan Thangaraj over 5 years ago in reply to Siti Nadhrah

Hi Siti Nadhrah

Thank you for your response. If the issue appears again, please help us with the above requested logs and also a wireshark capture of the endpoint and the cache server for further analysis. Alternatively you can have a support ticket created as it looks like further investigation may be required at this point of time.

Regards,

Adithyan Thangaraj
Community Support Engineer | Sophos Technical Support
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