Issue : Download of WindowsCloudNextGen failed from server http:∕∕dci.sophosupd.com.

Hi skyisbluescreen

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.

Hi skyisbluescreen

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: [5] 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?