New Customer of Sophos Cloud AV. Install Issues.

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

Tengo el mismo problema, las nuevas instalaciones están fallando y cuando se trata de ingresar a dicho link: http:∕∕dci.sophosupd.com∕cloudupdate directamente sale el mensaje de "PAGINA NO ENCONTRADA".

El Internet es libre, directo a la nube sin proxy, sin utm, sin firewall.

I have the same problem, the new facilities are failing and when it comes to entering this link: dci.sophosupd.com/cloudupdate directly get the message "page not found".
The Internet is free, direct to the cloud without proxy, without utm without firewall.

HI Jahn ,

Kindly allow us some time to recreate the scenario with Firewall XG as Web gateway for the Product and would post suggestion after the test .

Thanks and regards 

Aditya Patel | Network and Security Engineer,

HI Jahn ,

Kindly allow us some time to recreate the scenario with Firewall XG as Web gateway for the Product and would post suggestion after the test .

Thanks and regards 

Aditya Patel | Network and Security Engineer,

No utilizamos Firewall, el internet es libre, directo.