MacOS Sophos updates failing - you don’t have permission to access “CID”

Hello, LHerzog 

We appreciate your reaching out to the Sophos Community Forum.

It’s possible that the OS revoked the security permission after the update. Please ensure the required permissions are still in place and grant if needed. Please refer to this for further information and instructions:

Security permissions on macOS - Sophos Central Admin

https://docs.sophos.com/central/customer/help/en-us/PeopleAndDevices/ProtectDevices/EndpointProtection/MacSecurityPermissions/

Check security permissions on macOS - Sophos Central Admin

https://docs.sophos.com/central/customer/help/en-us/PeopleAndDevices/ProtectDevices/EndpointProtection/MacCheckSecurityPermissions/

Regards,

Thanks for the doc links you provided  Rutvik Chavda 

I don't like the idea that these permissions may change at random - but in fact they do (we've had that in the past on many devices).

Though I'd expect if the permissions are wrong, we'd have a red X at sophosscand on the status in Central and not all green.

Like this:

The computer I picked initially on my first poth has all green and displayed no issues, just the update failed logs were showing the problem.

But we'll check that on the endpoints locally and report back.

 sudo sqlite3 /Library/Application\ Support/com.apple.TCC/TCC.db 'select * from access' | grep -i sophos
 
kTCCServiceSystemPolicyAllFiles|com.sophos.SophosScanAgent|0|2|4|1|��
                                                                     ||0|UNUSED||0|1654000571|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.macendpoint.CleanD|0|2|4|1|��
                                                                        ||0|UNUSED||0|1654000571|||UNUSED|0
kTCCServiceEndpointSecurityClient|com.sophos.macendpoint.SophosServiceManager|0|2|4|1|��
                                                                                        ||0|UNUSED||0|1654000571|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.liveresponse|0|2|4|1|��
                                                                  ||0|UNUSED||0|1654000571|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.endpoint.uiserver|0|2|4|1|��
                                                                       ||0|UNUSED||0|1654000572|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.SDU4OSX|0|2|4|1|��
                                                             ||0|UNUSED||0|1654000572|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|/Library/Sophos Managed Detection and Response/SophosMDR|1|2|4|1|��
         ||0|UNUSED||0|1654000572|||UNUSED|0
kTCCServiceEndpointSecurityClient|com.sophos.endpoint.scanextension|0|2|4|1|��
                                                                              ||0|UNUSED||0|1654000572|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.livequery|0|0|5|1|��
                                                               |||UNUSED||0|1654025980|||UNUSED|0
kTCCServiceEndpointSecurityClient|com.sophos.scan|0|2|4|1|��
                                                            ||0|UNUSED||0|1654072710|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.enc.SophosEncryptionCentralAdapter|0|0|5|1|��
                                                                                        |||UNUSED||0|1666866485|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.enc.SophosEncryptionD|0|0|5|1|��
                                                                           |||UNUSED||0|1666866510|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.enc.preferences|0|0|5|1|��
                                                                     |||UNUSED||0|1691503011|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.updater|0|0|5|1|��
                                                             |||UNUSED||0|1699170796|||UNUSED|0

/Library/Application Support/com.apple.TCC/MDMOverrides.plist: No such file or directory

 sudo sqlite3 /Library/Application\ Support/com.apple.TCC/TCC.db 'select * from access' | grep -i sophos
 
kTCCServiceSystemPolicyAllFiles|com.sophos.SophosScanAgent|0|2|4|1|��
                                                                     ||0|UNUSED||0|1654000571|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.macendpoint.CleanD|0|2|4|1|��
                                                                        ||0|UNUSED||0|1654000571|||UNUSED|0
kTCCServiceEndpointSecurityClient|com.sophos.macendpoint.SophosServiceManager|0|2|4|1|��
                                                                                        ||0|UNUSED||0|1654000571|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.liveresponse|0|2|4|1|��
                                                                  ||0|UNUSED||0|1654000571|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.endpoint.uiserver|0|2|4|1|��
                                                                       ||0|UNUSED||0|1654000572|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.SDU4OSX|0|2|4|1|��
                                                             ||0|UNUSED||0|1654000572|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|/Library/Sophos Managed Detection and Response/SophosMDR|1|2|4|1|��
         ||0|UNUSED||0|1654000572|||UNUSED|0
kTCCServiceEndpointSecurityClient|com.sophos.endpoint.scanextension|0|2|4|1|��
                                                                              ||0|UNUSED||0|1654000572|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.livequery|0|0|5|1|��
                                                               |||UNUSED||0|1654025980|||UNUSED|0
kTCCServiceEndpointSecurityClient|com.sophos.scan|0|2|4|1|��
                                                            ||0|UNUSED||0|1654072710|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.enc.SophosEncryptionCentralAdapter|0|0|5|1|��
                                                                                        |||UNUSED||0|1666866485|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.enc.SophosEncryptionD|0|0|5|1|��
                                                                           |||UNUSED||0|1666866510|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.enc.preferences|0|0|5|1|��
                                                                     |||UNUSED||0|1691503011|||UNUSED|0
kTCCServiceSystemPolicyAllFiles|com.sophos.updater|0|0|5|1|��
                                                             |||UNUSED||0|1699170796|||UNUSED|0

/Library/Application Support/com.apple.TCC/MDMOverrides.plist: No such file or directory

I had the same problem and soved it. Please check your permissions for hard disk usage, see screenshot. Mine was de-activated after the last macOS update. With activating this my updates are working now.

Hi Michael Heider and thanks for your answer. I'll ask one of the users to check that.

I wonder what Rutvik Chavda says to the permissions report I posted above.

I'ts unclear to me what the results mean.

From your screenshot I translate this would be the line from the report:

kTCCServiceSystemPolicyAllFiles|com.sophos.updater|0|0|5|1

but, what is 0 0 5 1 ?

I've got feedback that at least some of the permissions were not allowed any more.

I hate that the Sophos Endpoint is not able to show a visible warning to the user, that something important like that is misconfigured.

allowing it again, fixes the update problem.

Rutvik Chavda can you please tell what the expected output of the report is and what those numbers mean?

Hello, LHerzog 

We appreciate your reaching out to the Sophos Community Forum.

I have checked this. The updated version from Sophos, which is expected to be released at the end of next week, will fix the permission issue.

Regards,

sounds good - but I'm afraid eventually only until the next MacOS release
too bad, Apple is not caring much about 3rd party AV vendors.

I was able to find this article, which mentions the same error code you spotted in the logs. It suggests rebooting the device in question to refresh the JWT (JSON Web Token).
- Sophos Central Endpoint for Mac: Download of MacEndpoint failed from server

thanks for the KB - it may help. we'll see if we're still having the JWT (which was only one of severals issues)

fyi today there is a big notification in Sophos Central warning about Update Issues on MacOS

support.sophos.com/.../KBA-000009916

thanks for this new notification

Sophos Updater doesn't have Full Disk Access and won't be able to update until it does.