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

welcome to the club. https://community.sophos.com/intercept-x-endpoint/f/discussions/128690/update-download-failures-windowscloudnextgen-and-windowscloudserver-from-http-dci-sophosupd-com

check this log: C:\ProgramData\Sophos\AutoUpdate\Logs\SophosUpdate.log

I can see this happening very frequently:

2021-07-05T08:31:58.314Z [ 8120: 5932] [v6.7.352.0] INFO  WinHttp default proxy not set
2021-07-05T08:31:58.338Z [ 8120: 1100] [v6.7.352.0] WARN  Failed to get the automatic proxy configuration. The error code was 12180.
2021-07-05T08:31:58.339Z [ 8120: 5932] [v6.7.352.0] INFO  Trying update location: dci.sophosupd.com/.../347cee7580a6320128c28a0b712b14974300fd8ae6faefa05025ebd330a35676.dat with proxy: <direct; no proxy>
2021-07-05T08:32:06.353Z [ 8120: 5932] [v6.7.352.0] WARN  Failed update location: https://dci.sophosupd.com with proxy: <direct; no proxy>: WinHttpSendRequest failed: Das Zeitlimit für den Vorgang wurde erreicht. (12002)
2021-07-05T08:32:06.353Z [ 8120: 5932] [v6.7.352.0] INFO  Trying update location: dci.sophosupd.com/.../cf73ee73e454db6d83f2fe9723c5b09d.dat with proxy: <direct; no proxy>
2021-07-05T08:32:14.342Z [ 8120: 5932] [v6.7.352.0] WARN  Failed update location: https://dci.sophosupd.com with proxy: <direct; no proxy>: WinHttpSendRequest failed: Das Zeitlimit für den Vorgang wurde erreicht. (12002)
2021-07-05T08:32:14.342Z [ 8120: 5932] [v6.7.352.0] INFO  Trying update location: dci.sophosupd.net/.../347cee7580a6320128c28a0b712b14974300fd8ae6faefa05025ebd330a35676.dat with proxy: <direct; no proxy>
2021-07-05T08:32:14.443Z [ 8120: 5932] [v6.7.352.0] INFO  404 from location: https://dci.sophosupd.net with proxy: <direct; no proxy>

...

2021-07-05T09:31:58.549Z [ 3356: 5344] [v6.7.352.0] WARN  Failed to get the automatic proxy configuration. The error code was 12180.
2021-07-05T09:31:58.550Z [ 3356: 3652] [v6.7.352.0] INFO  Trying update location: dci.sophosupd.com/.../347cee7580a6320128c28a0b712b14974300fd8ae6faefa05025ebd330a35676.dat with proxy: <direct; no proxy>
2021-07-05T09:31:58.613Z [ 3356: 3652] [v6.7.352.0] INFO  404 from location: https://dci.sophosupd.com with proxy: <direct; no proxy>
2021-07-05T09:31:58.615Z [ 3356: 3652] [v6.7.352.0] INFO  Trying update location: dci.sophosupd.com/.../cf73ee73e454db6d83f2fe9723c5b09d.dat with proxy: <direct; no proxy>
2021-07-05T09:31:58.666Z [ 3356: 3652] [v6.7.352.0] INFO  Selected update location: https://dci.sophosupd.com with proxy: <direct; no proxy> (peer address 184.30.25.172)
2021-07-05T09:31:58.666Z [ 3356: 3652] [v6.7.352.0] INFO  Adding Sophos Location: https://dci.sophosupd.com
2021-07-05T09:31:58.666Z [ 3356: 3652] [v6.7.352.0] INFO  Filename: update/c/f7/cf73ee73e454db6d83f2fe9723c5b09d.dat

Hi There,

Thank you for reaching us, with this regard to your query, I would suggest you perform packet capture while connected to SSL VPN from the host destination server where you observed the failure. There might be a denied traffic causing this issue. I'm suspecting that there are some domains and ports being blocked on your firewall rule causing this issue to happen. kindly refer to this documentation for the required domains and ports you need to allow.

Hi, Sophos support fixed this issue, the problem was that 'Always Cache Sophos endpoint updates' was enabled, Once I had disabled this the machines started updating.

Web, General Settings, Always Cache Sophos endpoint updates

good, this fixed it for you!

this is and was disabled here at our side, still happening