ALL ENDPOINTS : Download of WindowsCloudNextGen failed from server http:∕∕dci.sophosupd.com.
ALL CACHE Servers : Failed to download
Are there any recent changes in your network? If so, Your firewall rules need to be checked to include all of the locations listed in this article.
Not really, We have wildcard entries for Sophos.com Add on Entries for the rest as per the KB We recently bought EDR license 1st April; Issue after 2 weeks.NO luck with Support-Looking fwd for community help
Any specific logs i should check for this?
Could you attach a sophosupdate.log? I would suggest, turn off Tamper if enabled. Rename/Delete the current sophosupdate.log under \programdata\sophos\autou pdate\logs\. Then call update now so a new log is generated, this will ensure the latest data isn't wrapped. Can you attach that?
This is from the CACHE SERVER LOG which has a problem
Location - "C:\ProgramData\Sophos\UpdateCache\Logs\downloader.log"
Does this mean anything?
[2021-04-15T07:13:54Z] [<main>] Error: [Downloader::Impl::ProgressLogFunction:477] [E54187] Couldn't find DCI for user. URL was: http://dci.sophosupd.net/cloudupdate[2021-04-15T07:13:54Z] [<main>] Error: [Downloader::Impl::Synchronise:170] SULException: SU_readRemoteMetadata failed:  credentialsInvalid[2021-04-15T07:13:54Z] [<main>] Warning: [wWinMain:106] Download failed with error code 5[2021-04-15T07:13:54Z] [<main>] Info: [Downloader::Impl::~Impl:146] Downloader finished.
It looks like the credentials are invalid. Can you ask support to check the username of the updating account is still valid. Is the same problem is a sophosupdate.log? Does it fail to get the customer file?