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Cannot install Message relay and cache on server.

I have a server that has a connection to the Internet that I want to use as Update Cache and Message relay. The endpoint agent communicate with the Sophos web Console fine. I go to the console, select the Server and hit the install button.

Update Cache and Message Relay Status has now been stuck on "Installing" for the past 4 hours. I don't have a C:\programdata\sophos\Updatecache folder and no logs whatsoever about what is happening. No logs in Windows event viewer either. Is there something/somewhere else I need to look?

thanks

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GlennSen over 3 years ago +1

Hi There, Will, you be able to share with us the MCS Agent and Client logs. You can also check the auto-update logs and see if the status for the promotion has an error.

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0 GlennSen over 3 years ago

Hi There,

Will, you be able to share with us the MCS Agent and Client logs. You can also check the auto-update logs and see if the status for the promotion has an error.

Glenn ArchieSeñas (GlennSen)

Global Community Support Engineer

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0 joeyl over 3 years ago in reply to GlennSen

Hi Glen

MCS Agent folder is denied and I cannot claim ownership of that folder

Autoupdate logs show nothing since the last client update

thanks
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0 GlennSen over 3 years ago in reply to joeyl

are you logged in as an administrator? You should be able to open it when you have an admin privilege on the system. have you tried rebooting the server as well?

Glenn ArchieSeñas (GlennSen)

Global Community Support Engineer

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0 Qoosh over 3 years ago in reply to GlennSen

What may also help is to turn off Tamper Protection so that you’re able to navigate into the directories.

If you’re continuing to experience issues with this, please gather an SDU log from the affected device. I can reach out to you via DM as well for the "Upload URL/Filename" to be shared.

Kushal Lakhan

Team Lead, Global Community Support
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0 Qoosh over 3 years ago in reply to GlennSen

What may also help is to turn off Tamper Protection so that you’re able to navigate into the directories.

If you’re continuing to experience issues with this, please gather an SDU log from the affected device. I can reach out to you via DM as well for the "Upload URL/Filename" to be shared.

Kushal Lakhan

Team Lead, Global Community Support
Connect with Sophos Support, get alerted, and be informed.
If a post solves your question, please use the "Verify Answer" button.

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