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Sophos Won't Update

Oliver Short

Hi Guys,

I'm really sorry if this been posted before but I can't work out most of the technical replies and if they apply to this case. 

My Windows defender is saying I need to update Sophos, but on the Sophos App it just says update failed. I've attached the log, does anyone have any idea what I can try?

Time: 11/10/2021 15:16:44
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:43
Message: Installation of Sophos Endpoint Defense skipped
Module: ALUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:43
Message: Installation of Sophos Network Threat Protection skipped
Module: ALUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:43
Message: Installation of Sophos System Protection skipped
Module: ALUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:43
Message: Downloading phase completed
Module: ALUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:43
Message: Downloading product Sophos Endpoint Security and Control from server sophos
Module: SDDS2Update
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:43
Message: Downloading product Sophos Endpoint Security and Control from server sophos
Module: SDDS2Update
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:42
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:42
Message: Downloading product Sophos Endpoint Defense from server \\Sophos\SophosUpdate\
Module: CIDUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:41
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:41
Message: Downloading product Sophos Network Threat Protection from server \\Sophos\SophosUpdate\
Module: CIDUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:41
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:41
Message: Downloading product Sophos System Protection from server \\Sophos\SophosUpdate\
Module: CIDUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:41
Message: Could not add a connection to server \\Sophos\SophosUpdate; user D37N54691S; Windows error 53
Module: CIDUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:40
Message: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
Module: CIDUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:40
Message: Downloading product Sophos AutoUpdate from server \\Sophos\SophosUpdate\
Module: CIDUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:40
Message: Could not add a connection to server \\Sophos\SophosUpdate; user D37N54691S; Windows error 53
Module: CIDUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:38
Message: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
Module: CIDUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:38
Message: Downloading product SAVXP from server \\Sophos\SophosUpdate\
Module: CIDUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:38
Message: Could not add a connection to server \\Sophos\SophosUpdate; user D37N54691S; Windows error 53
Module: CIDUpdate
Process ID: 4456
Thread ID: 14368

Time: 11/10/2021 15:16:34
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 4456
Thread ID: 14368



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  • 0

    Hello Oliver,

    this is just a 10 second-snippet form the logs, did you try to restart your system and see how it looks after that?

    For me it looks like a temporary problem, the download finally happened, then this has to be applied and normally some services have to be restarted, then.
    All this in just 10 seconds ... that requires a really fast PC.

    Mit freundlichem Gruß, best regards from Germany,

    Philipp Rusch

    New Vision GmbH, Germany
    Sophos Silver-Partner

    If a post solves your question please use the 'Verify Answer' button.

  • +1

    As per checking on the download credentials "D37N54691S" it's already expired hence you won't be able to download updates from Sophos. If your endpoint is managed by an organization. You may reach your Local administrator and advise that the download credentials on your endpoint are already expired. 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
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