This knowledge base article is to be used with the Sophos Endpoint Self Help tool found in Windows endpoints only.
This article is linked from the Sophos Endpoint Self Help (ESH) tool and provides troubleshooting steps when the utility reports a bad health state against Update feature.
To perform the troubleshooting steps in this knowledge base, make sure to observe the following:
The listed sections provide guidance on areas to check. Go through each section in order to troubleshoot the updating issue. If the guidance does not assist in resolving the issue, raise a support case as detailed under the Additional steps section. Once available, further information will be provided in the Advanced troubleshooting guidance linked in the Related Information section.
The following sections are covered:
Applies to the following Sophos product(s) and version(s) Endpoint Self Help Tool
If this service is stopped and the following banner is present, review and perform the troubleshooting steps in Sophos Endpoint Self Help: Services
If the Update Location displays Sophos, type the following commands and take note of the IP addresses:
If the Update Location displays servername:8191, this is an Update Cache in your own network. Type the command ping servername.
Check that the proxy address is correct and current. Confirm no proxy changes have taken place since the Latest Update timestamp that could affect connection to the Update Location address.
Note: Only perform the following steps if no issues were found from the previous sections.
Once the previous steps have been performed, click the Refresh button in ESH to check if the issue has been resolved. If the issue remains, open a support ticket and provide the following:
Sign up to the Sophos Support SMS Notification Service to get the latest product release information and critical issues.
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