Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 20 replies
  • Subscribers 3 subscribers
  • Views 11160 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Stand Alone Endpoint Security and Control Not updating

Tania Keenan1

I am attempting to roll out some Windows Surface Pros with Sophos Endpoint Security and Control.

It appears to install fine, but will then not update.

 

I just get ERROR: Download of Sophos Endpoint Security and Failed from Sophos Server.

I am using the same install files that I have used successfully previously and I have checked that the software still updates on other devices.

The username and password are again the same as used on previous installs and our license is up to date.

I have also tried on a different network (ie using my phone as a hot spot)

 

Any advice would be gratefully received



This thread was automatically locked due to age.
Parents Reply Children
  • 0 in reply to Tania Keenan1

    Hello Tania Keenan1,

    thanks, but not the log from the GUI but the more verbose ALUpdate20181105.... log under ProgramData. This should have detailed information.

    Christian

  • 0 in reply to QC

    Trace(2018-Nov-05 12:35:27): ALUpdate started: -ScheduledUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"

    Trace(2018-Nov-05 12:35:27): Process security set successfully

    Trace(2018-Nov-05 12:35:27): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0

    Trace(2018-Nov-05 12:35:27): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.

    Trace(2018-Nov-05 12:35:27): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0

    Trace(2018-Nov-05 12:35:27): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.

    Trace(2018-Nov-05 12:35:27): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.

    Trace(2018-Nov-05 12:35:27): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.

    Trace(2018-Nov-05 12:35:27): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.

    Trace(2018-Nov-05 12:35:27): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0

    Trace(2018-Nov-05 12:35:27): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.

    Trace(2018-Nov-05 12:35:27): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.

    Trace(2018-Nov-05 12:35:27): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.

    Trace(2018-Nov-05 12:35:27): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.

    Trace(2018-Nov-05 12:35:27): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.

    Trace(2018-Nov-05 12:35:27): Computer is a not possible cluster

    Trace(2018-Nov-05 12:35:27): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global

    Trace(2018-Nov-05 12:35:27): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription

    Trace(2018-Nov-05 12:35:27): Considering subscribed products.

    Trace(2018-Nov-05 12:35:27): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}

    Trace(2018-Nov-05 12:35:27): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.

    Trace(2018-Nov-05 12:35:27): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.

    Trace(2018-Nov-05 12:35:27): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}

    Trace(2018-Nov-05 12:35:27): Considering product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}

    Trace(2018-Nov-05 12:35:27): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is not already subscribed.

    Trace(2018-Nov-05 12:35:27): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} was added to the list.

    Trace(2018-Nov-05 12:35:27): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is removable.

    Trace(2018-Nov-05 12:35:27): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} was added to the list.

    Trace(2018-Nov-05 12:35:27): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is optional.

    Trace(2018-Nov-05 12:35:27): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is removable.

    Trace(2018-Nov-05 12:35:27): Could not read registry entry containing Sophos address - using hardcoded value.

    Trace(2018-Nov-05 12:35:27): GenerateCustomerID: complete

    Trace(2018-Nov-05 12:35:27): Computer is a not possible cluster

    Trace(2018-Nov-05 12:35:27): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global

    Trace(2018-Nov-05 12:35:27): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4

    Trace(2018-Nov-05 12:35:27): IPCSender::ProcessSend started

    Trace(2018-Nov-05 12:35:27): IPCSender::ProcessSend: No messages in queue, starting to wait

    Trace(2018-Nov-05 12:35:27): RMSMessageHandler: ALUpdateStart

    Trace(2018-Nov-05 12:35:27): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />

    Trace(2018-Nov-05 12:35:27): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />

    Trace(2018-Nov-05 12:35:27): IPCSender::ProcessSend: No messages in queue, starting to wait

    Trace(2018-Nov-05 12:35:27): ALUpdate(AutoUpdate.Started): 

    Trace(2018-Nov-05 12:35:27): UpdateCoordinator::UpdateNow: Entering

    Trace(2018-Nov-05 12:35:27): PopulateCache: Entering

    Trace(2018-Nov-05 12:35:27): UpdateCoordinator::UpdateNow: current platform is WIN_10_X64

    Trace(2018-Nov-05 12:35:27): ProductFactory::Create: SimpleProduct: {E17FE03B-0501-4aaa-BC69-0129D965F311}

    Trace(2018-Nov-05 12:35:27): ProductFactory::Create: SAU Product

    Trace(2018-Nov-05 12:35:27): CIDMapFile::Create C:\ProgramData\Sophos\AutoUpdate\cache\ssp.map

    Trace(2018-Nov-05 12:35:27): ProductFactory::Create: SimpleProduct: {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}

    Trace(2018-Nov-05 12:35:27): ProductFactory::Create: SimpleProduct: {8087796B-2289-4897-98A5-58FF23DAAFD0}

    Trace(2018-Nov-05 12:35:27): UpdateCoordinator::UpdateNow: About to Sync list of products

    Trace(2018-Nov-05 12:35:27): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown

    Trace(2018-Nov-05 12:35:27): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 

    Trace(2018-Nov-05 12:35:27): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location

    Trace(2018-Nov-05 12:35:27): Could not read registry entry containing Sophos address - using hardcoded value.

    Trace(2018-Nov-05 12:35:27): SULUpdateLocation created!

    Trace(2018-Nov-05 12:35:27): TrySyncProduct, Calling BeginSync

    Trace(2018-Nov-05 12:35:27): SULUpdateLocation: BeginSync

    Trace(2018-Nov-05 12:35:27): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode

    Trace(2018-Nov-05 12:35:27): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos

    Trace(2018-Nov-05 12:35:27): Calling SULDownloader Setup...

    Trace(2018-Nov-05 12:35:27): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"

    Trace(2018-Nov-05 12:35:27): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"

    Trace(2018-Nov-05 12:35:27): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"

    Trace(2018-Nov-05 12:35:27): server = sophos

    Trace(2018-Nov-05 12:35:27): Adding Sophos Update Location: http://dci.sophosupd.com/update

    Trace(2018-Nov-05 12:35:27): Adding Sophos Update Location: http://dci.sophosupd.net/update

    Trace(2018-Nov-05 12:35:27): No manually configured proxy.

    Trace(2018-Nov-05 12:35:27): SULDownloader setup successful.

    Trace(2018-Nov-05 12:35:27): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10

    Trace(2018-Nov-05 12:35:27): No resubscription attribute found.

    Trace(2018-Nov-05 12:35:27): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10

    Trace(2018-Nov-05 12:35:27): Adding product filter 'savxp'.

    Trace(2018-Nov-05 12:35:27): Adding product filter 'sau'.

    Trace(2018-Nov-05 12:35:27): Adding product filter 'ssp'.

    Trace(2018-Nov-05 12:35:27): Adding product filter 'ntp64'.

    Trace(2018-Nov-05 12:35:27): Calling SULDownloader addFilter...

    Trace(2018-Nov-05 12:35:27): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\savxp

    Trace(2018-Nov-05 12:35:27): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\sau

    Trace(2018-Nov-05 12:35:27): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\ssp

    Trace(2018-Nov-05 12:35:27): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\ntp64

    Trace(2018-Nov-05 12:35:27): Calling SULDownloader synchronise...

    Trace(2018-Nov-05 12:35:28): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:28): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:28): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:29): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:29): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:29): [I96736] Looking for package StandaloneWindows RECOMMENDED 10

    Trace(2018-Nov-05 12:35:29): [I49502] Found supplement SAVCONTROLLINE STANDALONE 

    Trace(2018-Nov-05 12:35:29): [I45378] Found included product F8FFD42E-47AC-4CFF-9E27-EC84ED62128E 1.3.1.2 

    Trace(2018-Nov-05 12:35:29): [I45378] Found included product 4DB41E90-DC56-41DC-B91E-9B8E537489A8 3.0.6.50 

    Trace(2018-Nov-05 12:35:29): [I45378] Found included product 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 5.14.36.36 

    Trace(2018-Nov-05 12:35:29): [I45378] Found included product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.2.334.3730.13837 

    Trace(2018-Nov-05 12:35:29): [I49502] Found supplement SAUCONTROLLINE RECOMMENDED 

    Trace(2018-Nov-05 12:35:29): [I49502] Found supplement TELEMSUP RECOMMENDED 

    Trace(2018-Nov-05 12:35:29): [I49502] Found supplement USERAPPFEED LATEST 

    Trace(2018-Nov-05 12:35:29): [I49502] Found supplement SDU RECOMMENDED 

    Trace(2018-Nov-05 12:35:29): [I49502] Found supplement SXLSUP LATEST 2

    Trace(2018-Nov-05 12:35:29): [I49502] Found supplement VDL LATEST 

    Trace(2018-Nov-05 12:35:29): [I49502] Found supplement HIPS LATEST 

    Trace(2018-Nov-05 12:35:29): [I49502] Found supplement IDE557 LATEST 

    Trace(2018-Nov-05 12:35:29): [I49502] Found supplement IDE558 LATEST 

    Trace(2018-Nov-05 12:35:29): [I49502] Found supplement IDE559 LATEST 

    Trace(2018-Nov-05 12:35:29): [I19463] Syncing product StandaloneWindows 168

    Trace(2018-Nov-05 12:35:29): ERROR: [E59264] Cannot locate server for http://d1.sophosupd.com/update/0221704eeba4f0491dbe607ffa854077x000.dat WinHttpQueryHeaders 12150

    Trace(2018-Nov-05 12:35:29): Synchronise failed: 4

    Trace(2018-Nov-05 12:35:29): Synchronisation state: 3

    Trace(2018-Nov-05 12:35:29): SDDS2Update(SDDS2DownloadFailed): Sophos Endpoint Security and Control, sophos

    Trace(2018-Nov-05 12:35:29): TrySyncProduct<class SDDS2::SULUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}

    Trace(2018-Nov-05 12:35:29): SULUpdateLocation: SyncProduct

    Trace(2018-Nov-05 12:35:29): Synchronise connected but failed.

    Trace(2018-Nov-05 12:35:29): TrySyncProduct<class SDDS2::SULUpdateLocation>, SyncProduct returned - 0

    Trace(2018-Nov-05 12:35:29): SULUpdateLocation: EndSync

    Trace(2018-Nov-05 12:35:29): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0

    Trace(2018-Nov-05 12:35:29): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown

    Trace(2018-Nov-05 12:35:29): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 

    Trace(2018-Nov-05 12:35:29): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location

    Trace(2018-Nov-05 12:35:29): Could not read registry entry containing Sophos address - using hardcoded value.

    Trace(2018-Nov-05 12:35:29): SULUpdateLocation created!

    Trace(2018-Nov-05 12:35:29): TrySyncProduct, Calling BeginSync

    Trace(2018-Nov-05 12:35:29): SULUpdateLocation: BeginSync

    Trace(2018-Nov-05 12:35:29): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode

    Trace(2018-Nov-05 12:35:29): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos

    Trace(2018-Nov-05 12:35:29): Calling SULDownloader Setup...

    Trace(2018-Nov-05 12:35:29): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"

    Trace(2018-Nov-05 12:35:29): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"

    Trace(2018-Nov-05 12:35:29): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"

    Trace(2018-Nov-05 12:35:29): server = sophos

    Trace(2018-Nov-05 12:35:29): Adding Sophos Update Location: http://dci.sophosupd.com/update

    Trace(2018-Nov-05 12:35:29): Adding Sophos Update Location: http://dci.sophosupd.net/update

    Trace(2018-Nov-05 12:35:29): No manually configured proxy.

    Trace(2018-Nov-05 12:35:29): SULDownloader setup successful.

    Trace(2018-Nov-05 12:35:29): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10

    Trace(2018-Nov-05 12:35:29): No resubscription attribute found.

    Trace(2018-Nov-05 12:35:29): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10

    Trace(2018-Nov-05 12:35:29): Adding product filter 'savxp'.

    Trace(2018-Nov-05 12:35:29): Adding product filter 'sau'.

    Trace(2018-Nov-05 12:35:29): Adding product filter 'ssp'.

    Trace(2018-Nov-05 12:35:29): Adding product filter 'ntp64'.

    Trace(2018-Nov-05 12:35:29): Calling SULDownloader addFilter...

    Trace(2018-Nov-05 12:35:29): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\savxp

    Trace(2018-Nov-05 12:35:29): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\sau

    Trace(2018-Nov-05 12:35:29): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\ssp

    Trace(2018-Nov-05 12:35:29): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\ntp64

    Trace(2018-Nov-05 12:35:29): Calling SULDownloader synchronise...

    Trace(2018-Nov-05 12:35:30): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:30): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:30): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:31): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:31): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:31): [I96736] Looking for package StandaloneWindows RECOMMENDED 10

    Trace(2018-Nov-05 12:35:31): [I49502] Found supplement SAVCONTROLLINE STANDALONE 

    Trace(2018-Nov-05 12:35:31): [I45378] Found included product F8FFD42E-47AC-4CFF-9E27-EC84ED62128E 1.3.1.2 

    Trace(2018-Nov-05 12:35:31): [I45378] Found included product 4DB41E90-DC56-41DC-B91E-9B8E537489A8 3.0.6.50 

    Trace(2018-Nov-05 12:35:31): [I45378] Found included product 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 5.14.36.36 

    Trace(2018-Nov-05 12:35:31): [I45378] Found included product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.2.334.3730.13837 

    Trace(2018-Nov-05 12:35:31): [I49502] Found supplement SAUCONTROLLINE RECOMMENDED 

    Trace(2018-Nov-05 12:35:31): [I49502] Found supplement TELEMSUP RECOMMENDED 

    Trace(2018-Nov-05 12:35:31): [I49502] Found supplement USERAPPFEED LATEST 

    Trace(2018-Nov-05 12:35:31): [I49502] Found supplement SDU RECOMMENDED 

    Trace(2018-Nov-05 12:35:31): [I49502] Found supplement SXLSUP LATEST 2

    Trace(2018-Nov-05 12:35:31): [I49502] Found supplement VDL LATEST 

    Trace(2018-Nov-05 12:35:31): [I49502] Found supplement HIPS LATEST 

    Trace(2018-Nov-05 12:35:31): [I49502] Found supplement IDE557 LATEST 

    Trace(2018-Nov-05 12:35:31): [I49502] Found supplement IDE558 LATEST 

    Trace(2018-Nov-05 12:35:31): [I49502] Found supplement IDE559 LATEST 

    Trace(2018-Nov-05 12:35:31): [I19463] Syncing product StandaloneWindows 168

    Trace(2018-Nov-05 12:35:31): ERROR: [E59264] Cannot locate server for http://d1.sophosupd.com/update/0221704eeba4f0491dbe607ffa854077x000.dat WinHttpQueryHeaders 12150

    Trace(2018-Nov-05 12:35:31): Synchronise failed: 4

    Trace(2018-Nov-05 12:35:31): Synchronisation state: 3

    Trace(2018-Nov-05 12:35:31): SDDS2Update(SDDS2DownloadFailed): Sophos Endpoint Security and Control, sophos

    Trace(2018-Nov-05 12:35:31): TrySyncProduct<class SDDS2::SULUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}

    Trace(2018-Nov-05 12:35:31): SULUpdateLocation: SyncProduct

    Trace(2018-Nov-05 12:35:31): Synchronise connected but failed.

    Trace(2018-Nov-05 12:35:31): TrySyncProduct<class SDDS2::SULUpdateLocation>, SyncProduct returned - 0

    Trace(2018-Nov-05 12:35:31): SULUpdateLocation: EndSync

    Trace(2018-Nov-05 12:35:31): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0

    Trace(2018-Nov-05 12:35:31): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown

    Trace(2018-Nov-05 12:35:31): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 

    Trace(2018-Nov-05 12:35:31): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location

    Trace(2018-Nov-05 12:35:31): Could not read registry entry containing Sophos address - using hardcoded value.

    Trace(2018-Nov-05 12:35:31): SULUpdateLocation created!

    Trace(2018-Nov-05 12:35:31): TrySyncProduct, Calling BeginSync

    Trace(2018-Nov-05 12:35:31): SULUpdateLocation: BeginSync

    Trace(2018-Nov-05 12:35:31): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode

    Trace(2018-Nov-05 12:35:31): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos

    Trace(2018-Nov-05 12:35:31): Calling SULDownloader Setup...

    Trace(2018-Nov-05 12:35:31): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"

    Trace(2018-Nov-05 12:35:31): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"

    Trace(2018-Nov-05 12:35:31): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"

    Trace(2018-Nov-05 12:35:31): server = sophos

    Trace(2018-Nov-05 12:35:31): Adding Sophos Update Location: http://dci.sophosupd.com/update

    Trace(2018-Nov-05 12:35:31): Adding Sophos Update Location: http://dci.sophosupd.net/update

    Trace(2018-Nov-05 12:35:31): No manually configured proxy.

    Trace(2018-Nov-05 12:35:31): SULDownloader setup successful.

    Trace(2018-Nov-05 12:35:31): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10

    Trace(2018-Nov-05 12:35:31): No resubscription attribute found.

    Trace(2018-Nov-05 12:35:31): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10

    Trace(2018-Nov-05 12:35:31): Adding product filter 'savxp'.

    Trace(2018-Nov-05 12:35:31): Adding product filter 'sau'.

    Trace(2018-Nov-05 12:35:31): Adding product filter 'ssp'.

    Trace(2018-Nov-05 12:35:31): Adding product filter 'ntp64'.

    Trace(2018-Nov-05 12:35:31): Calling SULDownloader addFilter...

    Trace(2018-Nov-05 12:35:31): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\savxp

    Trace(2018-Nov-05 12:35:31): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\sau

    Trace(2018-Nov-05 12:35:31): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\ssp

    Trace(2018-Nov-05 12:35:31): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\ntp64

    Trace(2018-Nov-05 12:35:31): Calling SULDownloader synchronise...

    Trace(2018-Nov-05 12:35:32): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:32): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:32): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:33): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:33): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:33): [I96736] Looking for package StandaloneWindows RECOMMENDED 10

    Trace(2018-Nov-05 12:35:33): [I49502] Found supplement SAVCONTROLLINE STANDALONE 

    Trace(2018-Nov-05 12:35:33): [I45378] Found included product F8FFD42E-47AC-4CFF-9E27-EC84ED62128E 1.3.1.2 

    Trace(2018-Nov-05 12:35:33): [I45378] Found included product 4DB41E90-DC56-41DC-B91E-9B8E537489A8 3.0.6.50 

    Trace(2018-Nov-05 12:35:33): [I45378] Found included product 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 5.14.36.36 

    Trace(2018-Nov-05 12:35:33): [I45378] Found included product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.2.334.3730.13837 

    Trace(2018-Nov-05 12:35:33): [I49502] Found supplement SAUCONTROLLINE RECOMMENDED 

    Trace(2018-Nov-05 12:35:33): [I49502] Found supplement TELEMSUP RECOMMENDED 

    Trace(2018-Nov-05 12:35:33): [I49502] Found supplement USERAPPFEED LATEST 

    Trace(2018-Nov-05 12:35:33): [I49502] Found supplement SDU RECOMMENDED 

    Trace(2018-Nov-05 12:35:33): [I49502] Found supplement SXLSUP LATEST 2

    Trace(2018-Nov-05 12:35:33): [I49502] Found supplement VDL LATEST 

    Trace(2018-Nov-05 12:35:33): [I49502] Found supplement HIPS LATEST 

    Trace(2018-Nov-05 12:35:33): [I49502] Found supplement IDE557 LATEST 

    Trace(2018-Nov-05 12:35:33): [I49502] Found supplement IDE558 LATEST 

    Trace(2018-Nov-05 12:35:33): [I49502] Found supplement IDE559 LATEST 

    Trace(2018-Nov-05 12:35:33): [I19463] Syncing product StandaloneWindows 168

    Trace(2018-Nov-05 12:35:33): ERROR: [E59264] Cannot locate server for http://d1.sophosupd.com/update/0221704eeba4f0491dbe607ffa854077x000.dat WinHttpQueryHeaders 12150

    Trace(2018-Nov-05 12:35:33): Synchronise failed: 4

    Trace(2018-Nov-05 12:35:33): Synchronisation state: 3

    Trace(2018-Nov-05 12:35:33): SDDS2Update(SDDS2DownloadFailed): Sophos Endpoint Security and Control, sophos

    Trace(2018-Nov-05 12:35:33): TrySyncProduct<class SDDS2::SULUpdateLocation>, Calling SyncProduct with {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}

    Trace(2018-Nov-05 12:35:33): SULUpdateLocation: SyncProduct

    Trace(2018-Nov-05 12:35:33): Synchronise connected but failed.

    Trace(2018-Nov-05 12:35:33): TrySyncProduct<class SDDS2::SULUpdateLocation>, SyncProduct returned - 0

    Trace(2018-Nov-05 12:35:33): SULUpdateLocation: EndSync

    Trace(2018-Nov-05 12:35:33): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0

    Trace(2018-Nov-05 12:35:33): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown

    Trace(2018-Nov-05 12:35:33): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 

    Trace(2018-Nov-05 12:35:33): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location

    Trace(2018-Nov-05 12:35:33): Could not read registry entry containing Sophos address - using hardcoded value.

    Trace(2018-Nov-05 12:35:33): SULUpdateLocation created!

    Trace(2018-Nov-05 12:35:33): TrySyncProduct, Calling BeginSync

    Trace(2018-Nov-05 12:35:33): SULUpdateLocation: BeginSync

    Trace(2018-Nov-05 12:35:33): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode

    Trace(2018-Nov-05 12:35:33): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos

    Trace(2018-Nov-05 12:35:33): Calling SULDownloader Setup...

    Trace(2018-Nov-05 12:35:33): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"

    Trace(2018-Nov-05 12:35:33): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"

    Trace(2018-Nov-05 12:35:33): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"

    Trace(2018-Nov-05 12:35:33): server = sophos

    Trace(2018-Nov-05 12:35:33): Adding Sophos Update Location: http://dci.sophosupd.com/update

    Trace(2018-Nov-05 12:35:33): Adding Sophos Update Location: http://dci.sophosupd.net/update

    Trace(2018-Nov-05 12:35:33): No manually configured proxy.

    Trace(2018-Nov-05 12:35:33): SULDownloader setup successful.

    Trace(2018-Nov-05 12:35:33): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10

    Trace(2018-Nov-05 12:35:33): No resubscription attribute found.

    Trace(2018-Nov-05 12:35:33): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10

    Trace(2018-Nov-05 12:35:33): Adding product filter 'savxp'.

    Trace(2018-Nov-05 12:35:33): Adding product filter 'sau'.

    Trace(2018-Nov-05 12:35:33): Adding product filter 'ssp'.

    Trace(2018-Nov-05 12:35:33): Adding product filter 'ntp64'.

    Trace(2018-Nov-05 12:35:33): Calling SULDownloader addFilter...

    Trace(2018-Nov-05 12:35:33): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\savxp

    Trace(2018-Nov-05 12:35:33): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\sau

    Trace(2018-Nov-05 12:35:33): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\ssp

    Trace(2018-Nov-05 12:35:33): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\ntp64

    Trace(2018-Nov-05 12:35:33): Calling SULDownloader synchronise...

    Trace(2018-Nov-05 12:35:34): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:34): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:34): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:35): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:35): SDDS2(SDDS2.DownloadFile): 0221704eeba4f0491dbe607ffa854077x000.dat

    Trace(2018-Nov-05 12:35:35): [I96736] Looking for package StandaloneWindows RECOMMENDED 10

    Trace(2018-Nov-05 12:35:35): [I49502] Found supplement SAVCONTROLLINE STANDALONE 

    Trace(2018-Nov-05 12:35:35): [I45378] Found included product F8FFD42E-47AC-4CFF-9E27-EC84ED62128E 1.3.1.2 

    Trace(2018-Nov-05 12:35:35): [I45378] Found included product 4DB41E90-DC56-41DC-B91E-9B8E537489A8 3.0.6.50 

    Trace(2018-Nov-05 12:35:35): [I45378] Found included product 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 5.14.36.36 

    Trace(2018-Nov-05 12:35:35): [I45378] Found included product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.2.334.3730.13837 

    Trace(2018-Nov-05 12:35:35): [I49502] Found supplement SAUCONTROLLINE RECOMMENDED 

    Trace(2018-Nov-05 12:35:35): [I49502] Found supplement TELEMSUP RECOMMENDED 

    Trace(2018-Nov-05 12:35:35): [I49502] Found supplement USERAPPFEED LATEST 

    Trace(2018-Nov-05 12:35:35): [I49502] Found supplement SDU RECOMMENDED 

    Trace(2018-Nov-05 12:35:35): [I49502] Found supplement SXLSUP LATEST 2

    Trace(2018-Nov-05 12:35:35): [I49502] Found supplement VDL LATEST 

    Trace(2018-Nov-05 12:35:35): [I49502] Found supplement HIPS LATEST 

    Trace(2018-Nov-05 12:35:35): [I49502] Found supplement IDE557 LATEST 

    Trace(2018-Nov-05 12:35:35): [I49502] Found supplement IDE558 LATEST 

    Trace(2018-Nov-05 12:35:35): [I49502] Found supplement IDE559 LATEST 

    Trace(2018-Nov-05 12:35:35): [I19463] Syncing product StandaloneWindows 168

    Trace(2018-Nov-05 12:35:35): ERROR: [E59264] Cannot locate server for http://d1.sophosupd.com/update/0221704eeba4f0491dbe607ffa854077x000.dat WinHttpQueryHeaders 12150

    Trace(2018-Nov-05 12:35:35): Synchronise failed: 4

    Trace(2018-Nov-05 12:35:35): Synchronisation state: 3

    Trace(2018-Nov-05 12:35:35): SDDS2Update(SDDS2DownloadFailed): Sophos Endpoint Security and Control, sophos

    Trace(2018-Nov-05 12:35:35): TrySyncProduct<class SDDS2::SULUpdateLocation>, Calling SyncProduct with {8087796B-2289-4897-98A5-58FF23DAAFD0}

    Trace(2018-Nov-05 12:35:35): SULUpdateLocation: SyncProduct

    Trace(2018-Nov-05 12:35:35): Synchronise connected but failed.

    Trace(2018-Nov-05 12:35:35): TrySyncProduct<class SDDS2::SULUpdateLocation>, SyncProduct returned - 0

    Trace(2018-Nov-05 12:35:35): SULUpdateLocation: EndSync

    Trace(2018-Nov-05 12:35:35): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0

    Trace(2018-Nov-05 12:35:35): ALUpdate(): 

    Trace(2018-Nov-05 12:35:35): ALUpdate(DownloadEnded): 

    Trace(2018-Nov-05 12:35:35): UpdateCoordinator::UpdateNow: About to Action list of products

    Trace(2018-Nov-05 12:35:36): RMSMessageHandler: ALUpdateEnd

    Trace(2018-Nov-05 12:35:36): 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 12:35:36): 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 12:35:36): IPCSender::ProcessSend: Listener not ready starting to wait

    Trace(2018-Nov-05 12:35:37): IPCSender::ProcessSend exiting​

  • 0 in reply to Tania Keenan1

    Hello Tania Keenan1,

    thanks, that's the one.

    The error is Cannot locate server for http://d1.sophosupd.com/update/0221704eeba4f0491dbe607ffa854077x000.dat WinHttpQueryHeaders 12150

    12150 is ERROR_WINHTTP_HEADER_NOT_FOUND - meaning a header that the downloader expects is missing from the response. Shouldn't happen. 
    Are there already files with a .dat extension under C:\ProgramData\Sophos\AutoUpdate\data\warehouse?
    Can you download the file with a browser, if so could you try to capture the response headers (usually Developer Tools → Network)?

    You've already rules out the network using a hotspot. Other endpoints might not need to update (i.e. download) this file and wouldn't be affected from whatever the cause is.

    Christian

  • 0 in reply to QC

    Yes there are several hundred other .dat files in that location, although Sophos was only installed on Friday and the Pro has been switched off all weekend.

    Yes I can download from a browser.

    Screenshot attached

  • 0 in reply to Tania Keenan1

    Hello Tania Keenan1,

    several hundred other .dat files
    this suggests a problem with this particular file. Hm, the screenshot doesn't show the headers for the .dat response. Which browser? IIRC IE didn't show the headers for a download.

    Christian

  • 0 in reply to QC

    This was taken from Google.

    How do I get the information you need?

  • 0 in reply to Tania Keenan1

    Hello Tania Keenan1,

    I'm using Firefox, but guess Chrome is similar. I open a new tab or window, F12 (Developer Tools), then paste the URL and press Enter/GoTo.

    Christian 

  • 0 in reply to QC

    Yes, thats what I did, thats how I got the last screenshot.

    If I run it on my own PC I get this

     

    If I run the same thing on the Pro I get

     

    What I cant identify is how to show you the "headers"?

  • 0 in reply to Tania Keenan1

    Hello ,

    you should be able to see the headers by clicking on the Name).

    The request for the .dat document is not in the Pro screenshot though, it shows as far as I can tell an OWA login (and furthermore the Status is given as 242). What happens if you request some other .dat - on of those that are already in the Warehouse?

    Christian

  • 0 in reply to QC

    Morning,

     

    If I request one of the other .dat files, the headers look like this

Unfiltered HTML