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

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

0 QC over 6 years ago

Hello Tania Keenan1,

could you post one complete update cycle from the ALUpdate log (in %ProgramData%\Sophos\AutoUpdate\Logs\)?

Christian
Cancel
Vote Up 0 Vote Down

Cancel
0 Tania Keenan1 over 6 years ago in reply to QC
Cancel
Vote Up 0 Vote Down

Cancel
0 QC over 6 years ago 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
Cancel
Vote Up 0 Vote Down

Cancel
0 Tania Keenan1 over 6 years ago 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
Cancel
Vote Up 0 Vote Down

Cancel
0 QC over 6 years ago 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
Cancel
Vote Up 0 Vote Down

Cancel

Reply

0 QC over 6 years ago 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
Cancel
Vote Up 0 Vote Down

Cancel

Children

0 Tania Keenan1 over 6 years ago 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
Cancel
Vote Up 0 Vote Down

Cancel
0 QC over 6 years ago 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
Cancel
Vote Up 0 Vote Down

Cancel
0 Tania Keenan1 over 6 years ago in reply to QC

This was taken from Google.

How do I get the information you need?
Cancel
Vote Up 0 Vote Down

Cancel
0 QC over 6 years ago 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
Cancel
Vote Up 0 Vote Down

Cancel
0 Tania Keenan1 over 6 years ago 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"?
Cancel
Vote Up 0 Vote Down

Cancel
0 QC over 6 years ago 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
Cancel
Vote Up 0 Vote Down

Cancel
0 Tania Keenan1 over 6 years ago in reply to QC

Morning,

If I request one of the other .dat files, the headers look like this
Cancel
Vote Up 0 Vote Down

Cancel
0 QC over 6 years ago in reply to Tania Keenan1

Hello Tania Keenan1,

both look ok. But when you request the 0221704eeba4f0491dbe607ffa854077x000.dat from the Pro you don't get a response?

Christian
Cancel
Vote Up 0 Vote Down

Cancel
0 Tania Keenan1 over 6 years ago in reply to QC

The Site cant be reached page was just what was on there anyway, The page itself didnt change, but the .dat file did download..
Cancel
Vote Up 0 Vote Down

Cancel
0 QC over 6 years ago in reply to Tania Keenan1

Hello Tania Keenan1,

the installer still fails with the same error for the same file? Did I understand correctly that you can download the "problem" 0221... .dat with a browser on the Pro and both screenshots are from the Pro?

Christian
Cancel
Vote Up 0 Vote Down

Cancel