sohpos stopped updating on End point for home users

Hi fbtduncan,

Can you provide some additional details on the Endpoint? What do you mean by "home users"? Are the On-prem Sophos clients installed as Standalone or are these roaming clients?

How many clients are we dealing here?

What is the primary and secondary update source for these clients?

Can you navigate to ‘C:\ProgramData\Sophos\ AutoUpdate\logs\SophosUpdate.log’  and share it here from any one of the clients? Also the configuration file from 'C:\ProgramData\Sophos\AutoUpdate\Config\iconn.cfg' file for the update source details.

My issues are... When we bought into the Sophos Endpoint security and control on Prem. we as a perk.. got to give our employees access to run the endpoint protection at home and use the company's login credentials..  we have now moved to the Sophos cloud in May of 2018..  our home users are not not able to receive updates on their anti virus software...  my license online has also changed to Sophos cloud on the credentials I used to use.. 

here is a snip on the alupdate.log

Trace(2018-Nov-05 07:45:35): =========================
Trace(2018-Nov-05 07:45:35): ALUpdate is starting.
Trace(2018-Nov-05 07:45:35): AutoUpdate version: 5.14
Trace(2018-Nov-05 07:45:35): Build             : 212545
Trace(2018-Nov-05 07:45:35): Command line      : -ScheduledUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
Trace(2018-Nov-05 07:45:35): =========================
Trace(2018-Nov-05 07:45:35): Process security set successfully
Trace(2018-Nov-05 07:45:35): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
Trace(2018-Nov-05 07:45:35): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
Trace(2018-Nov-05 07:45:35): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
Trace(2018-Nov-05 07:45:35): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2018-Nov-05 07:45:35): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2018-Nov-05 07:45:35): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
Trace(2018-Nov-05 07:45:35): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
Trace(2018-Nov-05 07:45:35): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2018-Nov-05 07:45:35): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2018-Nov-05 07:45:35): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2018-Nov-05 07:45:35): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2018-Nov-05 07:45:35): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
Trace(2018-Nov-05 07:45:35): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
Trace(2018-Nov-05 07:45:35): Computer is a not possible cluster
Trace(2018-Nov-05 07:45:35): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2018-Nov-05 07:45:35): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2018-Nov-05 07:45:35): Considering subscribed products.
Trace(2018-Nov-05 07:45:35): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2018-Nov-05 07:45:35): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2018-Nov-05 07:45:35): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2018-Nov-05 07:45:35): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2018-Nov-05 07:45:35): Considering product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
Trace(2018-Nov-05 07:45:35): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is not already subscribed.
Trace(2018-Nov-05 07:45:35): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} was added to the list.
Trace(2018-Nov-05 07:45:35): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is removable.
Trace(2018-Nov-05 07:45:35): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} was added to the list.
Trace(2018-Nov-05 07:45:35): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is optional.
Trace(2018-Nov-05 07:45:35): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is removable.
Trace(2018-Nov-05 07:45:35): Product {1129226C-32AB-4B72-85E1-A9CC8DFBC859} was added to the list.
Trace(2018-Nov-05 07:45:35): Product {1129226C-32AB-4B72-85E1-A9CC8DFBC859} is optional.
Trace(2018-Nov-05 07:45:35): Product {1129226C-32AB-4B72-85E1-A9CC8DFBC859} is removable.
Trace(2018-Nov-05 07:45:35): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2018-Nov-05 07:45:35): GenerateCustomerID: complete
Trace(2018-Nov-05 07:45:35): Computer is a not possible cluster
Trace(2018-Nov-05 07:45:35): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2018-Nov-05 07:45:35): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2018-Nov-05 07:45:35): IPCSender::ProcessSend started
Trace(2018-Nov-05 07:45:35): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2018-Nov-05 07:45:35): RMSMessageHandler: ALUpdateStart
Trace(2018-Nov-05 07:45:35): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2018-Nov-05 07:45:35): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2018-Nov-05 07:45:35): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2018-Nov-05 07:45:35): ALUpdate(AutoUpdate.Started):
Trace(2018-Nov-05 07:45:35): UpdateCoordinator::UpdateNow: Entering
Trace(2018-Nov-05 07:45:35): PopulateCache: Entering
Trace(2018-Nov-05 07:45:35): UpdateCoordinator::UpdateNow: current platform is WIN_7_X64 reelase:
Trace(2018-Nov-05 07:45:35): ProductFactory::Create: SimpleProduct: {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2018-Nov-05 07:45:35): ProductFactory::Create: SAU Product
Trace(2018-Nov-05 07:45:35): ProductFactory::Create: SimpleProduct: {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
Trace(2018-Nov-05 07:45:35): ProductFactory::Create: SimpleProduct: {8087796B-2289-4897-98A5-58FF23DAAFD0}
Trace(2018-Nov-05 07:45:35): ProductFactory::Create: SimpleProduct: {1129226C-32AB-4B72-85E1-A9CC8DFBC859}
Trace(2018-Nov-05 07:45:35): RelativeCidUpdateSourceLocator::AugmentUpdateSources: Entering
Trace(2018-Nov-05 07:45:35): Skipping SDDS2 update location: Sophos
Trace(2018-Nov-05 07:45:35): RelativeCidUpdateSourceLocator::AugmentUpdateSources: Finished. Number of new locations added: 0
Trace(2018-Nov-05 07:45:35): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2018-Nov-05 07:45:35): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS2
Trace(2018-Nov-05 07:45:35): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
Trace(2018-Nov-05 07:45:35): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2018-Nov-05 07:45:35): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2018-Nov-05 07:45:35): SULUpdateLocation created!
Trace(2018-Nov-05 07:45:35): TrySyncProduct, Calling BeginSync
Trace(2018-Nov-05 07:45:35): SULUpdateLocation: BeginSync
Trace(2018-Nov-05 07:45:35): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2018-Nov-05 07:45:35): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2018-Nov-05 07:45:35): Calling SULDownloader Setup...
Trace(2018-Nov-05 07:45:35): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2018-Nov-05 07:45:35): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2018-Nov-05 07:45:35): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2018-Nov-05 07:45:35): server = sophos
Trace(2018-Nov-05 07:45:35): Adding Sophos Update Location: http://dci.sophosupd.com/update
Trace(2018-Nov-05 07:45:35): Adding Sophos Update Location: http://dci.sophosupd.net/update
Trace(2018-Nov-05 07:45:35): No manually configured proxy.
Trace(2018-Nov-05 07:45:35): SULDownloader setup successful.
Trace(2018-Nov-05 07:45:35): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
Trace(2018-Nov-05 07:45:36): Could not locate product
Trace(2018-Nov-05 07:45:36): Failed: SDDS2 CheckResubscription failed
Trace(2018-Nov-05 07:45:36): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2018-Nov-05 07:45:36): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS2
Trace(2018-Nov-05 07:45:36): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
Trace(2018-Nov-05 07:45:36): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2018-Nov-05 07:45:36): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2018-Nov-05 07:45:36): SULUpdateLocation created!
Trace(2018-Nov-05 07:45:36): TrySyncProduct, Calling BeginSync
Trace(2018-Nov-05 07:45:36): SULUpdateLocation: BeginSync
Trace(2018-Nov-05 07:45:36): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2018-Nov-05 07:45:36): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2018-Nov-05 07:45:36): Calling SULDownloader Setup...
Trace(2018-Nov-05 07:45:36): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2018-Nov-05 07:45:36): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2018-Nov-05 07:45:36): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2018-Nov-05 07:45:36): server = sophos
Trace(2018-Nov-05 07:45:36): Adding Sophos Update Location: http://dci.sophosupd.com/update
Trace(2018-Nov-05 07:45:36): Adding Sophos Update Location: http://dci.sophosupd.net/update
Trace(2018-Nov-05 07:45:36): No manually configured proxy.
Trace(2018-Nov-05 07:45:36): SULDownloader setup successful.
Trace(2018-Nov-05 07:45:36): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
Trace(2018-Nov-05 07:45:37): Could not locate product
Trace(2018-Nov-05 07:45:37): Failed: SDDS2 CheckResubscription failed
Trace(2018-Nov-05 07:45:37): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2018-Nov-05 07:45:37): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS2
Trace(2018-Nov-05 07:45:37): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
Trace(2018-Nov-05 07:45:37): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2018-Nov-05 07:45:37): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2018-Nov-05 07:45:37): SULUpdateLocation created!
Trace(2018-Nov-05 07:45:37): TrySyncProduct, Calling BeginSync
Trace(2018-Nov-05 07:45:37): SULUpdateLocation: BeginSync
Trace(2018-Nov-05 07:45:37): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2018-Nov-05 07:45:37): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2018-Nov-05 07:45:37): Calling SULDownloader Setup...
Trace(2018-Nov-05 07:45:37): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2018-Nov-05 07:45:37): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2018-Nov-05 07:45:37): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2018-Nov-05 07:45:37): server = sophos
Trace(2018-Nov-05 07:45:37): Adding Sophos Update Location: http://dci.sophosupd.com/update
Trace(2018-Nov-05 07:45:37): Adding Sophos Update Location: http://dci.sophosupd.net/update
Trace(2018-Nov-05 07:45:37): No manually configured proxy.
Trace(2018-Nov-05 07:45:37): SULDownloader setup successful.
Trace(2018-Nov-05 07:45:37): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
Trace(2018-Nov-05 07:45:37): Could not locate product
Trace(2018-Nov-05 07:45:37): Failed: SDDS2 CheckResubscription failed
Trace(2018-Nov-05 07:45:37): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2018-Nov-05 07:45:37): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS2
Trace(2018-Nov-05 07:45:37): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
Trace(2018-Nov-05 07:45:37): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2018-Nov-05 07:45:37): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2018-Nov-05 07:45:37): SULUpdateLocation created!
Trace(2018-Nov-05 07:45:37): TrySyncProduct, Calling BeginSync
Trace(2018-Nov-05 07:45:37): SULUpdateLocation: BeginSync
Trace(2018-Nov-05 07:45:37): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2018-Nov-05 07:45:37): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2018-Nov-05 07:45:37): Calling SULDownloader Setup...
Trace(2018-Nov-05 07:45:37): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2018-Nov-05 07:45:37): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2018-Nov-05 07:45:37): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2018-Nov-05 07:45:37): server = sophos
Trace(2018-Nov-05 07:45:37): Adding Sophos Update Location: http://dci.sophosupd.com/update
Trace(2018-Nov-05 07:45:37): Adding Sophos Update Location: http://dci.sophosupd.net/update
Trace(2018-Nov-05 07:45:37): No manually configured proxy.
Trace(2018-Nov-05 07:45:37): SULDownloader setup successful.
Trace(2018-Nov-05 07:45:37): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
Trace(2018-Nov-05 07:45:38): Could not locate product
Trace(2018-Nov-05 07:45:38): Failed: SDDS2 CheckResubscription failed
Trace(2018-Nov-05 07:45:38): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2018-Nov-05 07:45:38): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS2
Trace(2018-Nov-05 07:45:38): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
Trace(2018-Nov-05 07:45:38): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2018-Nov-05 07:45:38): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2018-Nov-05 07:45:38): SULUpdateLocation created!
Trace(2018-Nov-05 07:45:38): TrySyncProduct, Calling BeginSync
Trace(2018-Nov-05 07:45:38): SULUpdateLocation: BeginSync
Trace(2018-Nov-05 07:45:38): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2018-Nov-05 07:45:38): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2018-Nov-05 07:45:38): Calling SULDownloader Setup...
Trace(2018-Nov-05 07:45:38): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2018-Nov-05 07:45:38): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2018-Nov-05 07:45:38): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2018-Nov-05 07:45:38): server = sophos
Trace(2018-Nov-05 07:45:38): Adding Sophos Update Location: http://dci.sophosupd.com/update
Trace(2018-Nov-05 07:45:38): Adding Sophos Update Location: http://dci.sophosupd.net/update
Trace(2018-Nov-05 07:45:38): No manually configured proxy.
Trace(2018-Nov-05 07:45:38): SULDownloader setup successful.
Trace(2018-Nov-05 07:45:38): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
Trace(2018-Nov-05 07:45:39): Could not locate product
Trace(2018-Nov-05 07:45:39): Failed: SDDS2 CheckResubscription failed
Trace(2018-Nov-05 07:45:39): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2018-Nov-05 07:45:39): ALUpdate():
Trace(2018-Nov-05 07:45:39): ALUpdate(DownloadEnded):
Trace(2018-Nov-05 07:45:39): UpdateCoordinator::UpdateNow: loading SAUControl.xml
Trace(2018-Nov-05 07:45:39): SAUControlConfigParser:: Cache path: ""
Trace(2018-Nov-05 07:45:39): SAUControlConfigParser: SAUControl config path is: "sau\saucontrol\saucontrol.xml"
Trace(2018-Nov-05 07:45:39): SAUControlConfigParser:: Caught runtime_error exception: SAUControl config is not available
Trace(2018-Nov-05 07:45:39): UpdateCoordinator::UpdateNow: loading order.xml
Trace(2018-Nov-05 07:45:39): InstallSequencer:: Cache path: ""
Trace(2018-Nov-05 07:45:39): InstallSequencer:: Caught runtime_error exception: Invalid cache path.
Trace(2018-Nov-05 07:45:39): UpdateCoordinator::UpdateNow: Failed to process order.xml.
Trace(2018-Nov-05 07:45:39): UpdateCoordinator::UpdateNow: Sorting products in order of install sequence
Trace(2018-Nov-05 07:45:39): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2018-Nov-05 07:45:39): UpdateCoordinator::UpdateNow: Update Mode for SAVXP is: 0
Trace(2018-Nov-05 07:45:39): SimpleProduct::DoAction isLater=false, skipAction=false, isUninstall=false, m_lastUpdateSucceeded=false, numfilestocahce=1, Actiontype=Setup, Not preinstalled product
Trace(2018-Nov-05 07:45:39): SimpleProduct::DoAction for {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2018-Nov-05 07:45:39): UpdateCoordinator::UpdateNow: Update Mode for Sophos System Protection is: 0
Trace(2018-Nov-05 07:45:39): SimpleProduct::DoAction isLater=false, skipAction=false, isUninstall=false, m_lastUpdateSucceeded=false, numfilestocahce=1, Actiontype=Setup, Not preinstalled product
Trace(2018-Nov-05 07:45:39): SimpleProduct::DoAction for {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
Trace(2018-Nov-05 07:45:39): UpdateCoordinator::UpdateNow: Update Mode for Sophos Network Threat Protection is: 0
Trace(2018-Nov-05 07:45:39): SimpleProduct::DoAction isLater=false, skipAction=false, isUninstall=false, m_lastUpdateSucceeded=false, numfilestocahce=1, Actiontype=Setup, Not preinstalled product
Trace(2018-Nov-05 07:45:39): SimpleProduct::DoAction for {8087796B-2289-4897-98A5-58FF23DAAFD0}
Trace(2018-Nov-05 07:45:39): UpdateCoordinator::UpdateNow: Update Mode for Sophos Endpoint Defense is: 0
Trace(2018-Nov-05 07:45:39): SimpleProduct::DoAction isLater=false, skipAction=false, isUninstall=false, m_lastUpdateSucceeded=false, numfilestocahce=1, Actiontype=Setup, Not preinstalled product
Trace(2018-Nov-05 07:45:39): SimpleProduct::DoAction for {1129226C-32AB-4B72-85E1-A9CC8DFBC859}
Trace(2018-Nov-05 07:45:39): UpdateCoordinator::UpdateNow: Update Mode for Sophos AutoUpdate is: 0
Trace(2018-Nov-05 07:45:39): SimpleProduct::DoAction isLater=false, skipAction=false, isUninstall=false, m_lastUpdateSucceeded=false, numfilestocahce=1, Actiontype=Setup, Not preinstalled product
Trace(2018-Nov-05 07:45:39): SimpleProduct::DoAction for {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2018-Nov-05 07:45:40): RMSMessageHandler: ALUpdateEnd
Trace(2018-Nov-05 07:45:40): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
Trace(2018-Nov-05 07:45:40): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
Trace(2018-Nov-05 07:45:40): IPCSender::ProcessSend: Listener not ready starting to wait
Trace(2018-Nov-05 07:45:40): Telemetry::LoadTelemetrySupplement 344: Telemetry Interval set to 86400 seconds
Trace(2018-Nov-05 07:45:40): Telemetry::LoadDocument 218: C:\ProgramData\Sophos\AutoUpdate\\Config\TelemetryConfig.json loaded
Trace(2018-Nov-05 07:45:40): Telemetry::LoadTelemetrySupplement 385: Telemetry Interval updated to 86400 seconds
Trace(2018-Nov-05 07:45:40): Telemetry::CalculateLastTelemtryTime 134: Telemetry last ran at 2018-11-04 14:45:39, Offset 1151, Offset Time 2018-11-04 15:04:50
Trace(2018-Nov-05 07:45:40): Telemetry::HasTelemetrySchedulePeriodElapsed 157: Telemetry schedule has not elapsed.
Trace(2018-Nov-05 07:45:41): IPCSender::ProcessSend exiting
Trace(2018-Nov-05 07:45:41): ALUpdate finished

Config listed below.. username and password edited for obvious reasons

;****************************************************************************

;

; iconn.cfg

;

; Please do not edit this text file.

;

;****************************************************************************

[PPI.WebConfig_Primary]

AllowLocalConfig = 1

AutoDialTimeout =

LocalPath =

DownloadGranularity =

ConnectionAddress = es-web-2.sophos.com/.../

UseSophos = 1

PortNumber =

UserName = em473

UserPassword = EN09cyGrB/g7uuGrjgzw/

ConnectionType = HTTP

[PPI.ProxyConfig_Primary]

AllowLocalConfig = 1

ProxyPortNumber = 8080

[PPI.WebConfig_Secondary]

AllowLocalConfig = 1

AutoDialTimeout =

LocalPath =

DownloadGranularity =

[PPI.ProxyConfig_Secondary]

AllowLocalConfig = 1

ProxyPortNumber = 8080

Hello fbtduncan,

Could not locate product
means the product the downloader is looking for (StandaloneWindows/RECOMMENDED/10) is not available with the credentials supplied. There's no stand-alone Central ("cloud") version.
I assume moved to the Sophos cloud means you have "converted" your SESC license, haven't you?

Christian

converted is correct...  so there is not the perk anymore with the cloud that I had with the on Prem..  and the 100 or more installs that I have in the wild are now just out of luck?

Hello fbtduncan,

there is not the perk anymore
dunno if you have had a special agreement, Employee Home Use (or Employee Personal Use) was included with all better-than-basic SESC licenses (with the not-so-fine print reading provided that (i) Licensee shall be responsible for the distribution of Upgrades and Updates).  Reading this legal document I wonder - as Sophos is renowned for ambiguous naming - whether the various Endpoint Protection refer only to (legacy) on-premise products or also to Central. But even if the latter there's no standalone (i.e. unmanaged) cloud version.

Christian

well that sucks.. THANKS SOPHOS!

pushing me to the cloud had a much bigger draw for them and not so much my company.