Sophos endpoint update failed

I have tried to trigger an update and restart the endpoint computer but this had no affect.

Hi Jurre,

Thanks for reaching out. Could you try checking the SophosUpdate.log in "C:\ProgramData\Sophos\AutoUpdate\Logs\"? 

I recommend checking if the site is reachable from the affected device as well. You can do this by entering the same url from the alert into the web browser. 

Hi Qoosh,

Unfortunatly I haven't been able to check the log file and website you mentioned. Hopefully tomorrow! But I did discover a reocurring theme with this problem all of the affected systems seem to be running Windows 7, Not sure about Sophos support for Windows 7 but I read that if a Windows 7 device without extended support from Sophos is detected it should display an alert on the dashboard, but this is not the case so hopefully the log file will help.

Thank you in advance!

Hi Qoosh,

Unfortunatly I haven't been able to check the log file and website you mentioned. Hopefully tomorrow! But I did discover a reocurring theme with this problem all of the affected systems seem to be running Windows 7, Not sure about Sophos support for Windows 7 but I read that if a Windows 7 device without extended support from Sophos is detected it should display an alert on the dashboard, but this is not the case so hopefully the log file will help.

Thank you in advance!

Hi Jurre,

Yes, We need to validate as well if Extended support is active on your Central dashboard for Win 7 machines. You may check it under your central dashboard and go to licensing, If the subscription does not have extended support then updating to Sophos central may fail. You may refer to this documentation about the extended support for win7 machines. 

Hi Glenn,

I think it is indeed the case that those devices don't have extended support licensces I have discussed this internally and we are going to move away from Windows 7 on the affected systems.

I appreciate everyone's help very much!

Hi Jurre,

Thank you for your confirmation :) If you have more queries related to our product, don't hesitate on reaching us. I will now tag this as verified answers.