Hi
I'm trying to install Endpoint protection on a new windows 10 box. After it starts the installation, it says that it will finish after an internet connection has been restored.
The computer has Internet, and is never able to finish the installation even after reboots. I have other working computers on its Subnet.
Right clicking on the Sophos shield only allows "Update Now", and that is unsuccessful after trying, saying it can not connect to server.
Here are the SophosUpdate log, from the update event.
2016-04-12T15:48:05.446Z [ 1280] INFO WinMain =========================
2016-04-12T15:48:05.446Z [ 1280] INFO WinMain SophosUpdate is starting.
2016-04-12T15:48:05.446Z [ 1280] INFO WinMain AutoUpdate version : 5.0.0.39
2016-04-12T15:48:05.446Z [ 1280] INFO WinMain SophosUpdate version : 5.0.0.1
2016-04-12T15:48:05.446Z [ 1280] INFO WinMain Build : 99493
2016-04-12T15:48:05.446Z [ 1280] INFO WinMain =========================
2016-04-12T15:48:05.446Z [ 1280] INFO WinMain Set process security
2016-04-12T15:48:05.446Z [ 1280] INFO WinMain Initialise COM.
2016-04-12T15:48:05.446Z [ 1280] INFO WinMain Load config.
2016-04-12T15:48:05.446Z [ 1280] INFO `anonymous-namespace'::ReadFileContents Slurping file of size 868 bytes.
2016-04-12T15:48:05.446Z [ 1280] INFO WinMain Create registry reporter.
2016-04-12T15:48:05.446Z [ 1280] INFO WinMain Load state.
2016-04-12T15:48:05.446Z [ 1280] INFO StatePersister::Load Loading state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetLineId Set component line ID to 3CE954A1-0F41-4D9B-B2F0-58AA75334DFD.
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetInstalledThumbprint Set installed thumbprint for 3CE954A1-0F41-4D9B-B2F0-58AA75334DFD to .
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for 3CE954A1-0F41-4D9B-B2F0-58AA75334DFD to .
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetLineId Set component line ID to 8087796B-2289-4897-98A5-58FF23DAAFD0.
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetInstalledThumbprint Set installed thumbprint for 8087796B-2289-4897-98A5-58FF23DAAFD0 to .
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for 8087796B-2289-4897-98A5-58FF23DAAFD0 to .
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetLineId Set component line ID to 8580B6E7-AD8F-4c42-8085-ABD5765C98C5.
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetInstalledThumbprint Set installed thumbprint for 8580B6E7-AD8F-4c42-8085-ABD5765C98C5 to .
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for 8580B6E7-AD8F-4c42-8085-ABD5765C98C5 to .
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetLineId Set component line ID to 8E360AC3-A63E-48C8-AAC0-B02090ED484C.
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetInstalledThumbprint Set installed thumbprint for 8E360AC3-A63E-48C8-AAC0-B02090ED484C to .
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for 8E360AC3-A63E-48C8-AAC0-B02090ED484C to .
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetLineId Set component line ID to 9BF40A4E-23AE-48be-9974-5A1F261DBEE8.
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetInstalledThumbprint Set installed thumbprint for 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 to .
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 to .
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetLineId Set component line ID to E17FE03B-0501-4aaa-BC69-0129D965F311.
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetInstalledThumbprint Set installed thumbprint for E17FE03B-0501-4aaa-BC69-0129D965F311 to .
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for E17FE03B-0501-4aaa-BC69-0129D965F311 to .
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetLineId Set component line ID to F8FFD42E-47AC-4CFF-9E27-EC84ED62128E.
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetInstalledThumbprint Set installed thumbprint for F8FFD42E-47AC-4CFF-9E27-EC84ED62128E to .
2016-04-12T15:48:05.446Z [ 1280] INFO ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for F8FFD42E-47AC-4CFF-9E27-EC84ED62128E to .
2016-04-12T15:48:05.446Z [ 1280] INFO WinMain Create progress reporter.
2016-04-12T15:48:05.462Z [ 1280] INFO WinMain Create language neutral logger.
2016-04-12T15:48:05.462Z [ 1280] INFO WinMain Create downloader.
2016-04-12T15:48:05.462Z [ 1280] INFO WinMain Create installer.
2016-04-12T15:48:05.462Z [ 1280] INFO WinMain Create adapter writer.
2016-04-12T15:48:05.462Z [ 1280] INFO IPCBase::IPCBase IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
2016-04-12T15:48:05.462Z [ 1280] INFO WinMain Create completion reporter.
2016-04-12T15:48:05.462Z [ 1280] INFO WinMain Create update logic.
2016-04-12T15:48:05.462Z [ 6456] INFO `anonymous-namespace'::SenderThreadFn::operator() Sender thread started.
2016-04-12T15:48:05.462Z [ 1280] INFO WinMain Performing update.
2016-04-12T15:48:05.462Z [ 6456] INFO IPCSender::ProcessSend IPCSender::ProcessSend started
2016-04-12T15:48:05.462Z [ 1280] INFO UpdateLogic::Update Reporting update start.
2016-04-12T15:48:05.462Z [ 6456] INFO IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
2016-04-12T15:48:05.462Z [ 1280] INFO IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
2016-04-12T15:48:05.462Z [ 6456] INFO IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
2016-04-12T15:48:05.462Z [ 6456] INFO IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
2016-04-12T15:48:05.462Z [ 1280] INFO UpdateLogic::SyncAndInstall Syncing products.
2016-04-12T15:48:05.462Z [ 1280] INFO SDDSDownloader::SyncInternal Adding Sophos Location: dci.sophosupd.com/cloudupdate
2016-04-12T15:48:05.462Z [ 1280] INFO SDDSDownloader::SyncInternal Adding Sophos Location: dci.sophosupd.net/cloudupdate
2016-04-12T15:48:05.462Z [ 1280] INFO SDDSDownloader::SyncInternal Username: <REMOVED>
2016-04-12T15:48:05.462Z [ 1280] INFO SDDSDownloader::SyncInternal No manually configured proxy.
2016-04-12T15:48:05.462Z [ 1280] INFO WindowsProxyDiscoveryWrapper::GetDefaultProxyConfiguration WinHttp default proxy not set
2016-04-12T15:48:05.477Z [ 1280] WARN WindowsProxyDiscoveryWrapper::GetProxyForUrl Failed to get the automatic proxy configuration. The error code was 12180.
2016-04-12T15:48:05.899Z [ 1280] INFO SDDSDownloader::CreatePackageDistributionInformation Added filter for: F8FFD42E-47AC-4CFF-9E27-EC84ED62128E
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetName Set component name to ssp.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetVersion Set component version to 1.3.0.220.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetComponentDecodePath Set component decode path for F8FFD42E-47AC-4CFF-9E27-EC84ED62128E to C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ssp.
2016-04-12T15:48:05.899Z [ 1280] INFO SDDSDownloader::CreatePackageDistributionInformation Added filter for: E17FE03B-0501-4aaa-BC69-0129D965F311
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetName Set component name to savxp.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetVersion Set component version to 10.6.2.852.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetComponentDecodePath Set component decode path for E17FE03B-0501-4aaa-BC69-0129D965F311 to C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\savxp.
2016-04-12T15:48:05.899Z [ 1280] INFO SDDSDownloader::CreatePackageDistributionInformation Added filter for: 8E360AC3-A63E-48C8-AAC0-B02090ED484C
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetName Set component name to hbt.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetVersion Set component version to 4.0.0.166.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetComponentDecodePath Set component decode path for 8E360AC3-A63E-48C8-AAC0-B02090ED484C to C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\hbt.
2016-04-12T15:48:05.899Z [ 1280] INFO SDDSDownloader::CreatePackageDistributionInformation Added filter for: 9BF40A4E-23AE-48be-9974-5A1F261DBEE8
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetName Set component name to sau.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetVersion Set component version to 5.3.0.516.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetComponentDecodePath Set component decode path for 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 to C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sau.
2016-04-12T15:48:05.899Z [ 1280] INFO SDDSDownloader::CreatePackageDistributionInformation Added filter for: 3CE954A1-0F41-4D9B-B2F0-58AA75334DFD
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetName Set component name to shs.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetVersion Set component version to 1.1.0.9.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetComponentDecodePath Set component decode path for 3CE954A1-0F41-4D9B-B2F0-58AA75334DFD to C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\shs.
2016-04-12T15:48:05.899Z [ 1280] INFO SDDSDownloader::CreatePackageDistributionInformation Added filter for: 8580B6E7-AD8F-4c42-8085-ABD5765C98C5
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetName Set component name to mcsep.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetVersion Set component version to 4.0.0.249.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetComponentDecodePath Set component decode path for 8580B6E7-AD8F-4c42-8085-ABD5765C98C5 to C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\mcsep.
2016-04-12T15:48:05.899Z [ 1280] INFO SDDSDownloader::CreatePackageDistributionInformation Added filter for: 8087796B-2289-4897-98A5-58FF23DAAFD0
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetName Set component name to ntp64.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetVersion Set component version to 1.2.1.36.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetComponentDecodePath Set component decode path for 8087796B-2289-4897-98A5-58FF23DAAFD0 to C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64.
2016-04-12T15:48:05.899Z [ 1280] INFO SDDSDownloader::CreatePackageDistributionInformation Added filter for: E17FE03B-0501-4aaa-BC69-0129D965F311
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetName Set component name to savxp.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetVersion Set component version to 10.6.2.852.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetComponentDecodePath Set component decode path for E17FE03B-0501-4aaa-BC69-0129D965F311 to C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\savxp.
2016-04-12T15:48:05.899Z [ 1280] INFO SDDSDownloader::CreatePackageDistributionInformation Added filter for: 8580B6E7-AD8F-4c42-8085-ABD5765C98C5
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetName Set component name to mcsep.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetVersion Set component version to 4.0.0.249.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetComponentDecodePath Set component decode path for 8580B6E7-AD8F-4c42-8085-ABD5765C98C5 to C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\mcsep.
2016-04-12T15:48:05.899Z [ 1280] INFO SDDSDownloader::CreatePackageDistributionInformation Added filter for: 9BF40A4E-23AE-48be-9974-5A1F261DBEE8
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetName Set component name to sau.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetVersion Set component version to 5.3.0.516.
2016-04-12T15:48:05.899Z [ 1280] INFO ComponentState::SetComponentDecodePath Set component decode path for 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 to C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sau.
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I40394] Successfully downloaded customer file
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I96736] Looking for package WindowsCloudNextGen RECOMMENDED 11
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I96736] Looking for package F8FFD42E-47AC-4CFF-9E27-EC84ED62128E 1.3.0.220
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I96736] Looking for package E17FE03B-0501-4aaa-BC69-0129D965F311 10.6.2.852
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I96736] Looking for package 8E360AC3-A63E-48C8-AAC0-B02090ED484C 4.0.0.166
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I96736] Looking for package AFB2EB41-7301-4143-90D0-D19ADD7CA53D 1.2.1.36
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I96736] Looking for package 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 5.3.0.516
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I96736] Looking for package ENG 3.64.2.0
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I96736] Looking for package 3CE954A1-0F41-4D9B-B2F0-58AA75334DFD 1.1.0.9
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I96736] Looking for package 8580B6E7-AD8F-4c42-8085-ABD5765C98C5 4.0.0.249
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I96736] Looking for package 8087796B-2289-4897-98A5-58FF23DAAFD0 1.2.1.36
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I96736] Looking for package E17FE03B-0501-4aaa-BC69-0129D965F311 10.6.2.852
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I96736] Looking for package 8580B6E7-AD8F-4c42-8085-ABD5765C98C5 4.0.0.249
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I96736] Looking for package ENG 3.64.2.0
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I96736] Looking for package 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 5.3.0.516
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I49502] Found supplement SDU NEXT
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I45378] Found included product AFB2EB41-7301-4143-90D0-D19ADD7CA53D 1.2.1.36
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I45378] Found included product 8087796B-2289-4897-98A5-58FF23DAAFD0 1.2.1.36
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I45378] Found included product F8FFD42E-47AC-4CFF-9E27-EC84ED62128E 1.3.0.220
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I45378] Found included product 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 5.3.0.516
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I45378] Found included product 8E360AC3-A63E-48C8-AAC0-B02090ED484C 4.0.0.166
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I45378] Found included product 3CE954A1-0F41-4D9B-B2F0-58AA75334DFD 1.1.0.9
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I45378] Found included product 8580B6E7-AD8F-4c42-8085-ABD5765C98C5 4.0.0.249
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I45378] Found included product E17FE03B-0501-4aaa-BC69-0129D965F311 10.6.2.852
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I45378] Found included product ENG 3.64.2.0
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I49502] Found supplement SXLSUP LATEST 2
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I49502] Found supplement HIPS LATEST_CLOUD_ENDPOINT
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I49502] Found supplement VDL LATEST
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I49502] Found supplement SXLSUP LATEST 2
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I49502] Found supplement HIPS LATEST_CLOUD_ENDPOINT
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I49502] Found supplement VDL LATEST
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I49502] Found supplement SXLSUP LATEST 2
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I49502] Found supplement HIPS LATEST_CLOUD_ENDPOINT
2016-04-12T15:48:06.587Z [ 1280] INFO SUL-Log [I49502] Found supplement VDL LATEST
2016-04-12T15:48:06.587Z [ 1280] ERROR SUL-Log [E43425] Failed to find package HIPS
2016-04-12T15:48:06.587Z [ 1280] ERROR SUL-Log [E96874] HIPS
2016-04-12T15:48:06.602Z [ 1280] ERROR SDDSDownloader::ReportSyncFailure Failed to synchronise
2016-04-12T15:48:06.602Z [ 1280] INFO UpdateLogic::SyncAndInstall Saving state.
2016-04-12T15:48:06.602Z [ 1280] INFO StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
2016-04-12T15:48:06.602Z [ 1280] INFO UpdateLogic::SyncAndInstall Skipping product install as Sync failed.
2016-04-12T15:48:07.665Z [ 1280] INFO IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>SDDSDownloadFailed</ID><StringID>107</StringID><Sender>SophosUpdate</Sender><Insert>WindowsCloudNextGen</Insert><Insert>dci.sophosupd.com/.../ErrorMessage><ReadableMessage>ERROR: Download of WindowsCloudNextGen failed from server dci.sophosupd.com/.../Config>
2016-04-12T15:48:07.665Z [ 6456] INFO IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>SDDSDownloadFailed</ID><StringID>107</StringID><Sender>SophosUpdate</Sender><Insert>WindowsCloudNextGen</Insert><Insert>dci.sophosupd.com/.../ErrorMessage><ReadableMessage>ERROR: Download of WindowsCloudNextGen failed from server dci.sophosupd.com/.../Config>
2016-04-12T15:48:07.665Z [ 1280] INFO WinMain SophosUpdate has completed with the result 0.
2016-04-12T15:48:07.665Z [ 6456] INFO IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
2016-04-12T15:48:08.681Z [ 6456] INFO IPCSender::ProcessSend IPCSender::ProcessSend exiting
2016-04-12T15:48:08.681Z [ 6456] INFO `anonymous-namespace'::SenderThreadFn::operator() Sender thread finished.
2016-04-12T15:48:08.681Z [ 1280] INFO StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
This thread was automatically locked due to age.
