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Can't update to 10.1.4 on mac (10.13 to 10.15)

Hi,

I am receiving a lot of alerts on outdated clients that are failing to update SAV.

I tried to launch a manual update from the central and by running manually "/usr/local/bin/SophosUpdate" but here is the log:

com.sophos.autoupdate: Download completed at 11:23:15 09 agosto 2021
com.sophos.autoupdate: Error:   Could not update Sophos Anti-Virus at 11:23 on 09 August 2021
com.sophos.autoupdate:    Update failed
com.sophos.autoupdate:
com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 11:31:36 09 agosto 2021
com.sophos.autoupdate: Download completed at 11:31:54 09 agosto 2021
com.sophos.autoupdate: Error:   Could not update Sophos Anti-Virus at 11:32 on 09 August 2021
com.sophos.autoupdate:    Update failed
com.sophos.autoupdate:

I have around 30 macs that are giving this problem and I can't afford to update them manually by removing SAV and reinstalling it... Is there a fix?

Any help will be really appreciated!

Thanks,

Pasquale

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0 GlennSen over 3 years ago

Hi There,

This is quite interesting. Can you share with us the SDU logs of sample machines that are having this update issue? By any chance, was this the first time you experience this? Were there any recent changes on your network connectivity or firewall rules that may affect updating the system?

Glenn ArchieSeñas (GlennSen)

Global Community Support Engineer

The New Home of Sophos Support Videos! - Visit Sophos Techvids
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0 Pasquale Cupelli over 3 years ago in reply to GlennSen

Hi GlennSen,

if I remember correctly you should be able to view the SDU logs uploaded directly to central if I give you the zip file name right? If this is the case you can consider this archive: a774f3e2-5f1f-9415-4a4a-6029fc421af1_2021-08-10-15-34-29.zip

Thanks,

Pasquale
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0 GlennSen over 3 years ago in reply to Pasquale Cupelli

Thank you allow us to have a quick check on this and get back to you. In addition, will you be able to provide the details on my first response?

Glenn ArchieSeñas (GlennSen)

Global Community Support Engineer

The New Home of Sophos Support Videos! - Visit Sophos Techvids
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0 Pasquale Cupelli over 3 years ago in reply to GlennSen

Yes, first time and no rules were modified. Also some of the clients were able to update but I don't know what is causing this problem
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