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Sophos Endpoint and Control Update schlagen fehl / Version 10.8.x.x

Liebe Alle,

nachdem ich nun aus dem Urlaub wieder das System angeschaltet haben meldet mir Sophos das die Updates gescheitert sein und keine Verbindung zum Server besteht bzw. aufgebaut werden kann.

Ich habe bereits alles deinstalliert und die neueste Version wieder installiert aber im im Logfile wird immer wieder der folgende Fehler angezeigt:

Zeit: 16.08.2023 00:34:17
Meldung: FEHLER:  Update-Quelle wurde nicht gefunden
Modul: ALUpdate
Prozess-ID: 7756
Thread-ID: 9464

Die Adresse vom Auto Update lautet bei mir seit Jahren "Sophos"

Da ich einen Familie and Friend Account habe wurde auch der Client auf dem System vom Sohn installiert und auch dort kommt es zu dem Update Problem.

Kann mir hierzu jemand einen Tip geben?



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Parents
  • Hi  ,

    Thank you for reaching out to the Sophos Community Forum.

    Are you using a Central-managed Endpoint? Can you please check the AutoUpdate logs located in C:\ProgramData\Sophos\AutoUpdate\Logs if you can find more details?


    Gladys Reyes
    Global Community Support Engineer
    Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
    If a post solves your question, please use the "Verify Answer" button.
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  • Hi Gladys,

    i used a standalone version because in the past a was worked for Utimaco / Sophos and thereforce i have get my account for end of my life ;-)

    Now i have clean Up the Logfile and i have start the Update again. Please can you check the Logfile?

    Trace(2023-Aug-16 17:21:20): =========================
    Trace(2023-Aug-16 17:21:20): ALUpdate is starting.
    Trace(2023-Aug-16 17:21:20): AutoUpdate version: 5.18
    Trace(2023-Aug-16 17:21:20): Build             : 20220405082848-f04d9360d2bb08523daf14b243231770d98cb1a6-qCGgit
    Trace(2023-Aug-16 17:21:20): Command line      : -ManualUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
    Trace(2023-Aug-16 17:21:20): =========================
    Trace(2023-Aug-16 17:21:20): Process security set successfully
    Trace(2023-Aug-16 17:21:20): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
    Trace(2023-Aug-16 17:21:20): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
    Trace(2023-Aug-16 17:21:20): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
    Trace(2023-Aug-16 17:21:20): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
    Trace(2023-Aug-16 17:21:20): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
    Trace(2023-Aug-16 17:21:20): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
    Trace(2023-Aug-16 17:21:20): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
    Trace(2023-Aug-16 17:21:20): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
    Trace(2023-Aug-16 17:21:20): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
    Trace(2023-Aug-16 17:21:20): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
    Trace(2023-Aug-16 17:21:20): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
    Trace(2023-Aug-16 17:21:20): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
    Trace(2023-Aug-16 17:21:20): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
    Trace(2023-Aug-16 17:21:20): Computer is a not possible cluster
    Trace(2023-Aug-16 17:21:20): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
    Trace(2023-Aug-16 17:21:20): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
    Trace(2023-Aug-16 17:21:20): Considering subscribed products.
    Trace(2023-Aug-16 17:21:20): Considering product {1129226C-32AB-4B72-85E1-A9CC8DFBC859}
    Trace(2023-Aug-16 17:21:20): Product {1129226C-32AB-4B72-85E1-A9CC8DFBC859} is not already subscribed.
    Trace(2023-Aug-16 17:21:20): Product {1129226C-32AB-4B72-85E1-A9CC8DFBC859} was added to the list.
    Trace(2023-Aug-16 17:21:20): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2023-Aug-16 17:21:20): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
    Trace(2023-Aug-16 17:21:20): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
    Trace(2023-Aug-16 17:21:20): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2023-Aug-16 17:21:20): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} was added to the list.
    Trace(2023-Aug-16 17:21:20): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is optional.
    Trace(2023-Aug-16 17:21:20): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is removable.
    Trace(2023-Aug-16 17:21:20): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} was added to the list.
    Trace(2023-Aug-16 17:21:20): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is optional.
    Trace(2023-Aug-16 17:21:20): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is removable.
    Trace(2023-Aug-16 17:21:20): Product {1129226C-32AB-4B72-85E1-A9CC8DFBC859} is removable.
    Trace(2023-Aug-16 17:21:20): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2023-Aug-16 17:21:20): Customer ID has changed
    Trace(2023-Aug-16 17:21:20): GenerateCustomerID: complete
    Trace(2023-Aug-16 17:21:20): Computer is a not possible cluster
    Trace(2023-Aug-16 17:21:20): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
    Trace(2023-Aug-16 17:21:20): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2023-Aug-16 17:21:20): Customer ID has changed
    Trace(2023-Aug-16 17:21:20): GenerateCustomerID: complete
    Trace(2023-Aug-16 17:21:20): Computer is a not possible cluster
    Trace(2023-Aug-16 17:21:20): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
    Trace(2023-Aug-16 17:21:20): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
    Trace(2023-Aug-16 17:21:20): IPCSender::ProcessSend started
    Trace(2023-Aug-16 17:21:20): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2023-Aug-16 17:21:20): RMSMessageHandler: ALUpdateStart
    Trace(2023-Aug-16 17:21:20): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2023-Aug-16 17:21:20): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2023-Aug-16 17:21:20): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2023-Aug-16 17:21:20): ALUpdate(AutoUpdate.Started): ***************          Sophos AutoUpdate started          ***************
    Trace(2023-Aug-16 17:21:20): UpdateCoordinator::UpdateNow: Entering
    Trace(2023-Aug-16 17:21:20): PopulateCache: Entering
    Trace(2023-Aug-16 17:21:20): UpdateCoordinator::UpdateNow: current platform is WIN_10_X64 release: 2009
    Trace(2023-Aug-16 17:21:20): ProductFactory::Create: SimpleProduct: {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2023-Aug-16 17:21:20): ProductFactory::Create: SimpleProduct: {1129226C-32AB-4B72-85E1-A9CC8DFBC859}
    Trace(2023-Aug-16 17:21:20): ProductFactory::Create: SAU Product
    Trace(2023-Aug-16 17:21:20): ProductFactory::Create: SimpleProduct: {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
    Trace(2023-Aug-16 17:21:20): ProductFactory::Create: SimpleProduct: {8087796B-2289-4897-98A5-58FF23DAAFD0}
    Trace(2023-Aug-16 17:21:20): RelativeCidUpdateSourceLocator::AugmentUpdateSources: Entering
    Trace(2023-Aug-16 17:21:20): Skipping SDDS2 update location: Sophos
    Trace(2023-Aug-16 17:21:20): Skipping SDDS2 update location: Sophos
    Trace(2023-Aug-16 17:21:20): RelativeCidUpdateSourceLocator::AugmentUpdateSources: Finished. Number of new locations added: 0
    Trace(2023-Aug-16 17:21:20): UpdateCoordinator::UpdateNow: About to Sync list of products
    Trace(2023-Aug-16 17:21:20): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2023-Aug-16 17:21:20): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 
    Trace(2023-Aug-16 17:21:20): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
    Trace(2023-Aug-16 17:21:20): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2023-Aug-16 17:21:20): SULUpdateLocation created!
    Trace(2023-Aug-16 17:21:20): TrySyncProduct, Calling BeginSync
    Trace(2023-Aug-16 17:21:20): SULUpdateLocation: BeginSync
    Trace(2023-Aug-16 17:21:20): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
    Trace(2023-Aug-16 17:21:20): SDDS2Update(SyncProduct.Start): Downloading product Sophos Endpoint Security and Control from server sophos
    Trace(2023-Aug-16 17:21:20): Calling SULDownloader Setup...
    Trace(2023-Aug-16 17:21:20): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
    Trace(2023-Aug-16 17:21:20): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
    Trace(2023-Aug-16 17:21:20): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
    Trace(2023-Aug-16 17:21:20): server = sophos
    Trace(2023-Aug-16 17:21:20): Adding Sophos Update Location: http://dci.sophosupd.com/update
    Trace(2023-Aug-16 17:21:20): Adding Sophos Update Location: http://dci.sophosupd.net/update
    Trace(2023-Aug-16 17:21:20): No manually configured proxy.
    Trace(2023-Aug-16 17:21:20): SULDownloader setup successful.
    Trace(2023-Aug-16 17:21:20): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
    Trace(2023-Aug-16 17:21:21): Failed to authenticate
    Trace(2023-Aug-16 17:21:21): Failed: SDDS2 CheckResubscription failed
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
    Trace(2023-Aug-16 17:21:21): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
    Trace(2023-Aug-16 17:21:21): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation created!
    Trace(2023-Aug-16 17:21:21): TrySyncProduct, Calling BeginSync
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation: BeginSync
    Trace(2023-Aug-16 17:21:21): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
    Trace(2023-Aug-16 17:21:21): SDDS2Update(SyncProduct.Start): Downloading product Sophos Endpoint Security and Control from server sophos
    Trace(2023-Aug-16 17:21:21): Calling SULDownloader Setup...
    Trace(2023-Aug-16 17:21:21): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
    Trace(2023-Aug-16 17:21:21): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
    Trace(2023-Aug-16 17:21:21): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
    Trace(2023-Aug-16 17:21:21): server = sophos
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.com/update
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.net/update
    Trace(2023-Aug-16 17:21:21): No manually configured proxy.
    Trace(2023-Aug-16 17:21:21): SULDownloader setup successful.
    Trace(2023-Aug-16 17:21:21): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
    Trace(2023-Aug-16 17:21:21): Failed to authenticate
    Trace(2023-Aug-16 17:21:21): Failed: SDDS2 CheckResubscription failed
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
    Trace(2023-Aug-16 17:21:21): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
    Trace(2023-Aug-16 17:21:21): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation created!
    Trace(2023-Aug-16 17:21:21): TrySyncProduct, Calling BeginSync
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation: BeginSync
    Trace(2023-Aug-16 17:21:21): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
    Trace(2023-Aug-16 17:21:21): SDDS2Update(SyncProduct.Start): Downloading product Sophos Endpoint Security and Control from server sophos
    Trace(2023-Aug-16 17:21:21): Calling SULDownloader Setup...
    Trace(2023-Aug-16 17:21:21): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
    Trace(2023-Aug-16 17:21:21): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
    Trace(2023-Aug-16 17:21:21): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
    Trace(2023-Aug-16 17:21:21): server = sophos
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.com/update
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.net/update
    Trace(2023-Aug-16 17:21:21): No manually configured proxy.
    Trace(2023-Aug-16 17:21:21): SULDownloader setup successful.
    Trace(2023-Aug-16 17:21:21): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
    Trace(2023-Aug-16 17:21:21): Failed to authenticate
    Trace(2023-Aug-16 17:21:21): Failed: SDDS2 CheckResubscription failed
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
    Trace(2023-Aug-16 17:21:21): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
    Trace(2023-Aug-16 17:21:21): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation created!
    Trace(2023-Aug-16 17:21:21): TrySyncProduct, Calling BeginSync
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation: BeginSync
    Trace(2023-Aug-16 17:21:21): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
    Trace(2023-Aug-16 17:21:21): SDDS2Update(SyncProduct.Start): Downloading product Sophos Endpoint Security and Control from server sophos
    Trace(2023-Aug-16 17:21:21): Calling SULDownloader Setup...
    Trace(2023-Aug-16 17:21:21): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
    Trace(2023-Aug-16 17:21:21): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
    Trace(2023-Aug-16 17:21:21): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
    Trace(2023-Aug-16 17:21:21): server = sophos
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.com/update
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.net/update
    Trace(2023-Aug-16 17:21:21): No manually configured proxy.
    Trace(2023-Aug-16 17:21:21): SULDownloader setup successful.
    Trace(2023-Aug-16 17:21:21): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
    Trace(2023-Aug-16 17:21:21): Failed to authenticate
    Trace(2023-Aug-16 17:21:21): Failed: SDDS2 CheckResubscription failed
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
    Trace(2023-Aug-16 17:21:21): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
    Trace(2023-Aug-16 17:21:21): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation created!
    Trace(2023-Aug-16 17:21:21): TrySyncProduct, Calling BeginSync
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation: BeginSync
    Trace(2023-Aug-16 17:21:21): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
    Trace(2023-Aug-16 17:21:21): SDDS2Update(SyncProduct.Start): Downloading product Sophos Endpoint Security and Control from server sophos
    Trace(2023-Aug-16 17:21:21): Calling SULDownloader Setup...
    Trace(2023-Aug-16 17:21:21): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
    Trace(2023-Aug-16 17:21:21): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
    Trace(2023-Aug-16 17:21:21): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
    Trace(2023-Aug-16 17:21:21): server = sophos
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.com/update
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.net/update
    Trace(2023-Aug-16 17:21:21): No manually configured proxy.
    Trace(2023-Aug-16 17:21:21): SULDownloader setup successful.
    Trace(2023-Aug-16 17:21:21): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
    Trace(2023-Aug-16 17:21:21): Failed to authenticate
    Trace(2023-Aug-16 17:21:21): Failed: SDDS2 CheckResubscription failed
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
    Trace(2023-Aug-16 17:21:21): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
    Trace(2023-Aug-16 17:21:21): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation created!
    Trace(2023-Aug-16 17:21:21): TrySyncProduct, Calling BeginSync
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation: BeginSync
    Trace(2023-Aug-16 17:21:21): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
    Trace(2023-Aug-16 17:21:21): SDDS2Update(SyncProduct.Start): Downloading product Sophos Endpoint Security and Control from server sophos
    Trace(2023-Aug-16 17:21:21): Calling SULDownloader Setup...
    Trace(2023-Aug-16 17:21:21): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
    Trace(2023-Aug-16 17:21:21): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
    Trace(2023-Aug-16 17:21:21): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
    Trace(2023-Aug-16 17:21:21): server = sophos
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.com/update
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.net/update
    Trace(2023-Aug-16 17:21:21): No manually configured proxy.
    Trace(2023-Aug-16 17:21:21): SULDownloader setup successful.
    Trace(2023-Aug-16 17:21:21): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
    Trace(2023-Aug-16 17:21:21): Failed to authenticate
    Trace(2023-Aug-16 17:21:21): Failed: SDDS2 CheckResubscription failed
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
    Trace(2023-Aug-16 17:21:21): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
    Trace(2023-Aug-16 17:21:21): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation created!
    Trace(2023-Aug-16 17:21:21): TrySyncProduct, Calling BeginSync
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation: BeginSync
    Trace(2023-Aug-16 17:21:21): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
    Trace(2023-Aug-16 17:21:21): SDDS2Update(SyncProduct.Start): Downloading product Sophos Endpoint Security and Control from server sophos
    Trace(2023-Aug-16 17:21:21): Calling SULDownloader Setup...
    Trace(2023-Aug-16 17:21:21): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
    Trace(2023-Aug-16 17:21:21): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
    Trace(2023-Aug-16 17:21:21): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
    Trace(2023-Aug-16 17:21:21): server = sophos
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.com/update
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.net/update
    Trace(2023-Aug-16 17:21:21): No manually configured proxy.
    Trace(2023-Aug-16 17:21:21): SULDownloader setup successful.
    Trace(2023-Aug-16 17:21:21): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
    Trace(2023-Aug-16 17:21:21): Failed to authenticate
    Trace(2023-Aug-16 17:21:21): Failed: SDDS2 CheckResubscription failed
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
    Trace(2023-Aug-16 17:21:21): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
    Trace(2023-Aug-16 17:21:21): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation created!
    Trace(2023-Aug-16 17:21:21): TrySyncProduct, Calling BeginSync
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation: BeginSync
    Trace(2023-Aug-16 17:21:21): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
    Trace(2023-Aug-16 17:21:21): SDDS2Update(SyncProduct.Start): Downloading product Sophos Endpoint Security and Control from server sophos
    Trace(2023-Aug-16 17:21:21): Calling SULDownloader Setup...
    Trace(2023-Aug-16 17:21:21): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
    Trace(2023-Aug-16 17:21:21): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
    Trace(2023-Aug-16 17:21:21): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
    Trace(2023-Aug-16 17:21:21): server = sophos
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.com/update
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.net/update
    Trace(2023-Aug-16 17:21:21): No manually configured proxy.
    Trace(2023-Aug-16 17:21:21): SULDownloader setup successful.
    Trace(2023-Aug-16 17:21:21): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
    Trace(2023-Aug-16 17:21:21): Failed to authenticate
    Trace(2023-Aug-16 17:21:21): Failed: SDDS2 CheckResubscription failed
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
    Trace(2023-Aug-16 17:21:21): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
    Trace(2023-Aug-16 17:21:21): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation created!
    Trace(2023-Aug-16 17:21:21): TrySyncProduct, Calling BeginSync
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation: BeginSync
    Trace(2023-Aug-16 17:21:21): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
    Trace(2023-Aug-16 17:21:21): SDDS2Update(SyncProduct.Start): Downloading product Sophos Endpoint Security and Control from server sophos
    Trace(2023-Aug-16 17:21:21): Calling SULDownloader Setup...
    Trace(2023-Aug-16 17:21:21): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
    Trace(2023-Aug-16 17:21:21): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
    Trace(2023-Aug-16 17:21:21): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
    Trace(2023-Aug-16 17:21:21): server = sophos
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.com/update
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.net/update
    Trace(2023-Aug-16 17:21:21): No manually configured proxy.
    Trace(2023-Aug-16 17:21:21): SULDownloader setup successful.
    Trace(2023-Aug-16 17:21:21): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
    Trace(2023-Aug-16 17:21:21): Failed to authenticate
    Trace(2023-Aug-16 17:21:21): Failed: SDDS2 CheckResubscription failed
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
    Trace(2023-Aug-16 17:21:21): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
    Trace(2023-Aug-16 17:21:21): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation created!
    Trace(2023-Aug-16 17:21:21): TrySyncProduct, Calling BeginSync
    Trace(2023-Aug-16 17:21:21): SULUpdateLocation: BeginSync
    Trace(2023-Aug-16 17:21:21): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
    Trace(2023-Aug-16 17:21:21): SDDS2Update(SyncProduct.Start): Downloading product Sophos Endpoint Security and Control from server sophos
    Trace(2023-Aug-16 17:21:21): Calling SULDownloader Setup...
    Trace(2023-Aug-16 17:21:21): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
    Trace(2023-Aug-16 17:21:21): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
    Trace(2023-Aug-16 17:21:21): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
    Trace(2023-Aug-16 17:21:21): server = sophos
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.com/update
    Trace(2023-Aug-16 17:21:21): Adding Sophos Update Location: http://dci.sophosupd.net/update
    Trace(2023-Aug-16 17:21:21): No manually configured proxy.
    Trace(2023-Aug-16 17:21:21): SULDownloader setup successful.
    Trace(2023-Aug-16 17:21:21): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
    Trace(2023-Aug-16 17:21:21): Failed to authenticate
    Trace(2023-Aug-16 17:21:21): Failed: SDDS2 CheckResubscription failed
    Trace(2023-Aug-16 17:21:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
    Trace(2023-Aug-16 17:21:21): ALUpdate(): ERROR:   Could not find a source for updated packages
    Trace(2023-Aug-16 17:21:21): ALUpdate(DownloadEnded): Downloading phase completed
    Trace(2023-Aug-16 17:21:21): UpdateCoordinator::UpdateNow: loading SAUControl.xml
    Trace(2023-Aug-16 17:21:21): SAUControlConfigParser:: Cache path: ""
    Trace(2023-Aug-16 17:21:21): SAUControlConfigParser: SAUControl config path is: "sau\saucontrol\saucontrol.xml"
    Trace(2023-Aug-16 17:21:21): SAUControlConfigParser:: Caught runtime_error exception: SAUControl config is not available
    Trace(2023-Aug-16 17:21:21): UpdateCoordinator::UpdateNow: loading order.xml
    Trace(2023-Aug-16 17:21:21): InstallSequencer:: Cache path: ""
    Trace(2023-Aug-16 17:21:21): InstallSequencer:: Caught runtime_error exception: Invalid cache path.
    Trace(2023-Aug-16 17:21:21): UpdateCoordinator::UpdateNow: Failed to process order.xml.
    Trace(2023-Aug-16 17:21:21): UpdateCoordinator::UpdateNow: Sorting products in order of install sequence
    Trace(2023-Aug-16 17:21:21): UpdateCoordinator::UpdateNow: About to Action list of products
    Trace(2023-Aug-16 17:21:21): UpdateCoordinator::UpdateNow: Update Mode for SAVXP is: 0
    Trace(2023-Aug-16 17:21:21): SimpleProduct::DoAction isLater=false, skipAction=false, isUninstall=false, m_lastUpdateSucceeded=false, numfilestocahce=1, Actiontype=Setup, Not preinstalled product 
    Trace(2023-Aug-16 17:21:21): SimpleProduct::DoAction for {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2023-Aug-16 17:21:21): UpdateCoordinator::UpdateNow: Update Mode for Sophos Endpoint Defense is: 0
    Trace(2023-Aug-16 17:21:21): SimpleProduct::DoAction isLater=false, skipAction=false, isUninstall=false, m_lastUpdateSucceeded=false, numfilestocahce=1, Actiontype=Setup, Not preinstalled product 
    Trace(2023-Aug-16 17:21:21): SimpleProduct::DoAction for {1129226C-32AB-4B72-85E1-A9CC8DFBC859}
    Trace(2023-Aug-16 17:21:21): UpdateCoordinator::UpdateNow: Update Mode for Sophos System Protection is: 0
    Trace(2023-Aug-16 17:21:21): SimpleProduct::DoAction isLater=false, skipAction=false, isUninstall=false, m_lastUpdateSucceeded=false, numfilestocahce=1, Actiontype=Setup, Not preinstalled product 
    Trace(2023-Aug-16 17:21:21): SimpleProduct::DoAction for {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
    Trace(2023-Aug-16 17:21:21): UpdateCoordinator::UpdateNow: Update Mode for Sophos Network Threat Protection is: 0
    Trace(2023-Aug-16 17:21:21): SimpleProduct::DoAction isLater=false, skipAction=false, isUninstall=false, m_lastUpdateSucceeded=false, numfilestocahce=1, Actiontype=Setup, Not preinstalled product 
    Trace(2023-Aug-16 17:21:21): SimpleProduct::DoAction for {8087796B-2289-4897-98A5-58FF23DAAFD0}
    Trace(2023-Aug-16 17:21:21): UpdateCoordinator::UpdateNow: Update Mode for Sophos AutoUpdate is: 0
    Trace(2023-Aug-16 17:21:21): SimpleProduct::DoAction isLater=false, skipAction=false, isUninstall=false, m_lastUpdateSucceeded=false, numfilestocahce=1, Actiontype=Setup, Not preinstalled product 
    Trace(2023-Aug-16 17:21:21): SimpleProduct::DoAction for {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2023-Aug-16 17:21:22): RMSMessageHandler: ALUpdateEnd
    Trace(2023-Aug-16 17:21:22): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>FEHLER:  Update-Quelle wurde nicht gefunden</ReadableMessage></Config>
    Trace(2023-Aug-16 17:21:22): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>FEHLER:  Update-Quelle wurde nicht gefunden</ReadableMessage></Config>
    Trace(2023-Aug-16 17:21:22): IPCSender::ProcessSend: Listener not ready starting to wait
    Trace(2023-Aug-16 17:21:22): Telemetry::LoadTelemetrySupplement 344: Telemetry Interval set to 86400 seconds
    Trace(2023-Aug-16 17:21:22): Telemetry::LoadDocument 190: C:\ProgramData\Sophos\AutoUpdate\\Config\TelemetryConfig.json does not exist
    Trace(2023-Aug-16 17:21:22): Telemetry::LoadDocument 190: TelemetryConfig.json does not exist
    Trace(2023-Aug-16 17:21:22): Telemetry::LoadTelemetrySupplement 361: Empty/No configuration telemetry has been disabled
    Trace(2023-Aug-16 17:21:22): Telemetry::CalculateLastTelemtryTime 134: Telemetry last ran at 2023-08-16 13:24:38, Offset 6067, Offset Time 2023-08-16 15:05:45
    Trace(2023-Aug-16 17:21:22): Telemetry::HasTelemetrySchedulePeriodElapsed 157: Telemetry schedule has not elapsed.
    Trace(2023-Aug-16 17:21:23): IPCSender::ProcessSend exiting
    Trace(2023-Aug-16 17:21:23): ALUpdate finished
    

  • I suspect the end-of-life of our legacy products may be affecting your ability to update. See: Retirement calendar for Sophos Endpoint & Server products, Management Consoles and PureMessage

    Allow me some time to inquire internally regarding this. I will update you here with any additional information I find.

    Kushal Lakhan
    Team Lead, Global Community Support
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