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New Customer of Sophos Cloud AV. Install Issues.

JasonPalmer

Hello, I am having issues doing a fresh install of Sophos. I tried contacting support, however I have found that they are absolutely useless. I tried installing on a fresh copy of Windows 10 and the installer installs everything but the Sophos AV. The event message is this: Download of WindowsCloudNextGen failed from server http:∕∕dci.sophosupd.com∕cloudupdate. I tried on a Windows 7 machine and got the same results at first but after about 12 hours it finally worked. Not sure why it took so long. I checked our firewall and made sure that all the Sophos sites could be reached with no problems according to the Sophos support page. Support has escalated my issue but said it may take 1-2 days to hear back from them. I've called support about this about 4 times and each time they are confused and give my no response other than I should wait. I can't see rolling this product out over 400 pcs with useless support and a product that does not work properly. I was hoping someone in the forums may be able to help out. Thanks in advance.



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    Hi,

    The install should be a case of running Sophosinstall.exe which installs the components MCS and AutoUpdate.  MCS registers with the backend services of Sophos Cloud to register the client and based on a few checks such as operating system, the client gets an updating policy to configure the AutoUpdate software.  Once AutoUpdate has received subscription info it pulls down files and installs the other components, SAV being one of them.  

    It should only take a few seconds between registration and getting a policy so AutoUpdate should manage to download the packages and install them before the installer timeout, which I think is about 5 minutes.  If the install hasn't completed in that time it's not a hard error as any one of the above steps can take a variable time hence it puts up a message to say it will continue to register, etc..

    It would be interested to know where the time went.  If you search the AutoUpdate trace log (\programdata\sophos\autoupdate\logs\sophosupdate.log) you can find the username, just search for the word Username.  It would be interesting to see how soon after install the client obtained an updating policy, the first line in the log where the username appears is a marker for this.  Then check the same log for the files being downloaded.  I would hope this is a one of but you can learn a lot from just the AutoUpdate trace log I would think.  If not refer to the bootstrapper log under %temp% for install time etc...

    Feel free to make available the files:

    %temp%\Sophos Endpoint Bootstrap_[timestamp].txt

    and

    \programdata\sophos\autoupdate\logs\sophosupdate.log

    if you need a hand. 

    Regards,

    Jak

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  • 0

    Hi,

    The install should be a case of running Sophosinstall.exe which installs the components MCS and AutoUpdate.  MCS registers with the backend services of Sophos Cloud to register the client and based on a few checks such as operating system, the client gets an updating policy to configure the AutoUpdate software.  Once AutoUpdate has received subscription info it pulls down files and installs the other components, SAV being one of them.  

    It should only take a few seconds between registration and getting a policy so AutoUpdate should manage to download the packages and install them before the installer timeout, which I think is about 5 minutes.  If the install hasn't completed in that time it's not a hard error as any one of the above steps can take a variable time hence it puts up a message to say it will continue to register, etc..

    It would be interested to know where the time went.  If you search the AutoUpdate trace log (\programdata\sophos\autoupdate\logs\sophosupdate.log) you can find the username, just search for the word Username.  It would be interesting to see how soon after install the client obtained an updating policy, the first line in the log where the username appears is a marker for this.  Then check the same log for the files being downloaded.  I would hope this is a one of but you can learn a lot from just the AutoUpdate trace log I would think.  If not refer to the bootstrapper log under %temp% for install time etc...

    Feel free to make available the files:

    %temp%\Sophos Endpoint Bootstrap_[timestamp].txt

    and

    \programdata\sophos\autoupdate\logs\sophosupdate.log

    if you need a hand. 

    Regards,

    Jak

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