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Can't update successfully on Sophos endpoint security & control ver. 10.8 on internet isolated PC

Roy Ho1

Hi,

I've been updating my internet isolated PC's copy of Sophos Endpoint Security & Control successfully for quite sometime using offline method, until a few months ago when I upgrade it to version 10.8, the sophos client starts showing last updated status failed after the manual update is completed.  I can't figure out what goes wrong as the manual update was working all the while and shows successful every time until I upgraded to ver 10.8. I even re-installed the 10.8 version of the sophos client but to no avail. It still shows last updated failed in the status console. Any help is appreciated.

 

Thanks,

-Roy.

 

 PS: Attached ALC log

race(2019-Oct-29 17:03:02): =========================
Trace(2019-Oct-29 17:03:02): ALUpdate is starting.
Trace(2019-Oct-29 17:03:02): AutoUpdate version: 5.15
Trace(2019-Oct-29 17:03:02): Build : 216172
Trace(2019-Oct-29 17:03:02): Command line : -ScheduledUpdate -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
Trace(2019-Oct-29 17:03:02): =========================
Trace(2019-Oct-29 17:03:02): Process security set successfully
Trace(2019-Oct-29 17:03:02): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
Trace(2019-Oct-29 17:03:02): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
Trace(2019-Oct-29 17:03:02): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
Trace(2019-Oct-29 17:03:02): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2019-Oct-29 17:03:02): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2019-Oct-29 17:03:02): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is available from Sophos.
Trace(2019-Oct-29 17:03:02): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not the Spam Rules package.
Trace(2019-Oct-29 17:03:02): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2019-Oct-29 17:03:02): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2019-Oct-29 17:03:02): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2019-Oct-29 17:03:02): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2019-Oct-29 17:03:02): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is available from Sophos.
Trace(2019-Oct-29 17:03:02): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is the Spam Rules package.
Trace(2019-Oct-29 17:03:02): Computer is a not possible cluster
Trace(2019-Oct-29 17:03:02): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2019-Oct-29 17:03:02): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2019-Oct-29 17:03:02): Considering subscribed products.
Trace(2019-Oct-29 17:03:02): Considering product {1129226C-32AB-4B72-85E1-A9CC8DFBC859}
Trace(2019-Oct-29 17:03:02): Product {1129226C-32AB-4B72-85E1-A9CC8DFBC859} is not already subscribed.
Trace(2019-Oct-29 17:03:02): Product {1129226C-32AB-4B72-85E1-A9CC8DFBC859} was added to the list.
Trace(2019-Oct-29 17:03:02): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2019-Oct-29 17:03:02): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2019-Oct-29 17:03:02): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2019-Oct-29 17:03:02): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} was added to the list.
Trace(2019-Oct-29 17:03:02): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is optional.
Trace(2019-Oct-29 17:03:02): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is removable.
Trace(2019-Oct-29 17:03:02): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} was added to the list.
Trace(2019-Oct-29 17:03:02): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is optional.
Trace(2019-Oct-29 17:03:02): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is removable.
Trace(2019-Oct-29 17:03:02): Product {1129226C-32AB-4B72-85E1-A9CC8DFBC859} is removable.
Trace(2019-Oct-29 17:03:02): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2019-Oct-29 17:03:02): IPCSender::ProcessSend started
Trace(2019-Oct-29 17:03:02): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2019-Oct-29 17:03:02): RMSMessageHandler: ALUpdateStart
Trace(2019-Oct-29 17:03:02): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2019-Oct-29 17:03:02): ALUpdate(AutoUpdate.Started): *************** Sophos AutoUpdate started ***************
Trace(2019-Oct-29 17:03:02): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2019-Oct-29 17:03:02): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2019-Oct-29 17:03:02): UpdateCoordinator::UpdateNow: Entering
Trace(2019-Oct-29 17:03:02): PopulateCache: Entering
Trace(2019-Oct-29 17:03:02): UpdateCoordinator::UpdateNow: current platform is WIN_7_X64 reelase:
Trace(2019-Oct-29 17:03:02): ProductFactory::Create: SimpleProduct: {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2019-Oct-29 17:03:02): ProductFactory::Create: SimpleProduct: {1129226C-32AB-4B72-85E1-A9CC8DFBC859}
Trace(2019-Oct-29 17:03:02): ProductFactory::Create: SAU Product
Trace(2019-Oct-29 17:03:02): ProductFactory::Create: SimpleProduct: {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
Trace(2019-Oct-29 17:03:02): CIDMapFile::Create C:\ProgramData\Sophos\AutoUpdate\cache\ntp64.map
Trace(2019-Oct-29 17:03:02): ProductFactory::Create: SimpleProduct: {8087796B-2289-4897-98A5-58FF23DAAFD0}
Trace(2019-Oct-29 17:03:02): RelativeCidUpdateSourceLocator::AugmentUpdateSources: Entering
Trace(2019-Oct-29 17:03:02): Processing CID update location: \\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\
Trace(2019-Oct-29 17:03:02): RelativeCidUpdateSourceLocator::AugmentUpdateSources: Finished. Number of new locations added: 0
Trace(2019-Oct-29 17:03:02): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2019-Oct-29 17:03:02): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2019-Oct-29 17:03:02): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
Trace(2019-Oct-29 17:03:02): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2019-Oct-29 17:03:02): Calling package_source_init
Trace(2019-Oct-29 17:03:02): TrySyncProduct, Calling BeginSync
Trace(2019-Oct-29 17:03:02): Logging on network access user
Trace(2019-Oct-29 17:03:02): Attempting to make a connection to remote machine \\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\
Trace(2019-Oct-29 17:03:02): Connection to remote machine \\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\ successful
Trace(2019-Oct-29 17:03:02): Custom certificate already present.
Trace(2019-Oct-29 17:03:02): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat
Trace(2019-Oct-29 17:03:02): Remote connection over UNC.
Trace(2019-Oct-29 17:03:02): File master.upd not found (Remote). Return code 0x80040f0b
Trace(2019-Oct-29 17:03:02): Unable to read file master.upd (Remote)
Trace(2019-Oct-29 17:03:02): Unable to synchronise file root.upd.
Trace(2019-Oct-29 17:03:02): Unable to synchronise file escdp.dat.
Trace(2019-Oct-29 17:03:02): Unable to synchronise file expired_credential.dat.
Trace(2019-Oct-29 17:03:02): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\ProductID.dat
Trace(2019-Oct-29 17:03:02): Unable to synchronise file ProductID.dat.
Trace(2019-Oct-29 17:03:02): Unable to synchronise file order.xml.
Trace(2019-Oct-29 17:03:02): File root.upd recovered.
Trace(2019-Oct-29 17:03:02): File escdp.dat recovered.
Trace(2019-Oct-29 17:03:02): File ProductID.dat recovered.
Trace(2019-Oct-29 17:03:02): Unable to recover file expired_credential.dat.
Trace(2019-Oct-29 17:03:02): Unable to recover file order.xml.
Trace(2019-Oct-29 17:03:02): Error -2147217653 in ReadCustomerIDFile
Trace(2019-Oct-29 17:03:02): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2019-Oct-29 17:03:02): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP
Trace(2019-Oct-29 17:03:02): CIDUpdate(SyncProduct.Start): Downloading product SAVXP from server \\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\
Trace(2019-Oct-29 17:03:02): CIDUpdateLocation::Sync - Updating from local CID: \\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\savxp
Trace(2019-Oct-29 17:03:02): CIDSync(CidSyncMessage): Starting LAN connection
Trace(2019-Oct-29 17:03:02): CIDSyncCallback, SynchronisationTerminated - Code = 0
Trace(2019-Oct-29 17:03:02): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\savxp.map
Trace(2019-Oct-29 17:03:02): CIDUpdateLocation::SyncProduct - Product Checksum: b0b89f5b96e16c334ef85b8126387310
Trace(2019-Oct-29 17:03:02): CIDUpdate(PrimarySuccess): Product cache update from primary server successfully finished
Trace(2019-Oct-29 17:03:03): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 1
Trace(2019-Oct-29 17:03:03): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 1
Trace(2019-Oct-29 17:03:03): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2019-Oct-29 17:03:03): CIDUpdateLocation::SyncProduct - Updating Product: Sophos Endpoint Defense
Trace(2019-Oct-29 17:03:03): CIDUpdate(SyncProduct.Start): Downloading product Sophos Endpoint Defense from server \\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\
Trace(2019-Oct-29 17:03:03): CIDUpdateLocation::Sync - Updating from local CID: \\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\sed64
Trace(2019-Oct-29 17:03:03): CIDSync(CidSyncMessage): Starting LAN connection
Trace(2019-Oct-29 17:03:03): CIDSyncCallback, SynchronisationTerminated - Code = 0
Trace(2019-Oct-29 17:03:03): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\sed64.map
Trace(2019-Oct-29 17:03:03): CIDUpdateLocation::SyncProduct - Product Checksum: 97523ecfb6fd93040285c48b1c3d8cb8
Trace(2019-Oct-29 17:03:03): CIDUpdate(PrimarySuccess): Product cache update from primary server successfully finished
Trace(2019-Oct-29 17:03:04): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2019-Oct-29 17:03:04): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate
Trace(2019-Oct-29 17:03:04): CIDUpdate(SyncProduct.Start): Downloading product Sophos AutoUpdate from server \\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\
Trace(2019-Oct-29 17:03:04): CIDUpdateLocation::Sync - Updating from local CID: \\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\sau
Trace(2019-Oct-29 17:03:04): CIDSync(CidSyncMessage): Starting LAN connection
Trace(2019-Oct-29 17:03:04): CIDSyncCallback, SynchronisationTerminated - Code = 0
Trace(2019-Oct-29 17:03:04): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\sau.map
Trace(2019-Oct-29 17:03:04): CIDUpdateLocation::SyncProduct - Product Checksum: 0d7ed3ed42d33b49373f6320de2469b8
Trace(2019-Oct-29 17:03:04): CIDUpdate(PrimarySuccess): Product cache update from primary server successfully finished
Trace(2019-Oct-29 17:03:04): CIDUpdateLocation::Prepare... entered
Trace(2019-Oct-29 17:03:04): CheckManifest: Processing manifest: C:\ProgramData\Sophos\AutoUpdate\cache\sau\manifest.dat
Trace(2019-Oct-29 17:03:05): CheckManifest: Processing manifest: C:\ProgramData\Sophos\AutoUpdate\cache\sau\saucontrol\saucontrol.manifest.dat
Trace(2019-Oct-29 17:03:05): CheckManifest: Processing manifest: C:\ProgramData\Sophos\AutoUpdate\cache\sau\telemsup\telemetry.manifest.dat
Trace(2019-Oct-29 17:03:05): CheckManifest completed successfully
Trace(2019-Oct-29 17:03:05): CustomFileMap::CustomFileMap. CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
Trace(2019-Oct-29 17:03:05): CustomFileMap::Read: Subfolder = sau productID = {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2019-Oct-29 17:03:05): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\sau.custom
Trace(2019-Oct-29 17:03:05): CustomFileMap::Read: File exists and appears valid.
Trace(2019-Oct-29 17:03:05): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2019-Oct-29 17:03:05): CIDUpdateLocation::SyncProduct - Updating Product: Sophos System Protection
Trace(2019-Oct-29 17:03:05): CIDUpdate(SyncProduct.Start): Downloading product Sophos System Protection from server \\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\
Trace(2019-Oct-29 17:03:05): CIDUpdateLocation::Sync - Updating from local CID: \\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\ssp
Trace(2019-Oct-29 17:03:05): CIDSync(CidSyncMessage): Starting LAN connection
Trace(2019-Oct-29 17:03:05): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2019-Oct-29 17:03:05): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\ssp.map
Trace(2019-Oct-29 17:03:05): CIDSync(CidSyncMessage): A file or folder matching \\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\ssp could not be found.
Trace(2019-Oct-29 17:03:05): CIDUpdateLocation::SyncProduct: Failed to update product (Sophos System Protection) from "\\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2019-Oct-29 17:03:05): CIDUpdate(CIDDownloadFailed): Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
Trace(2019-Oct-29 17:03:06): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2019-Oct-29 17:03:06): CIDUpdateLocation::SyncProduct - Updating Product: Sophos Network Threat Protection
Trace(2019-Oct-29 17:03:06): CIDUpdate(SyncProduct.Start): Downloading product Sophos Network Threat Protection from server \\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\
Trace(2019-Oct-29 17:03:06): Optional product not found in master.upd. Skipping download
Trace(2019-Oct-29 17:03:06): CIDUpdate(PrimarySuccess): Product cache update from primary server successfully finished
Trace(2019-Oct-29 17:03:06): ALUpdate(DownloadEnded): Downloading phase completed
Trace(2019-Oct-29 17:03:06): UpdateCoordinator::UpdateNow: loading SAUControl.xml
Trace(2019-Oct-29 17:03:06): SAUControlConfigParser:: Cache path: "C:\ProgramData\Sophos\AutoUpdate\cache\sau"
Trace(2019-Oct-29 17:03:06): SAUControlConfigParser: SAUControl config path is: "C:\ProgramData\Sophos\AutoUpdate\cache\sau\saucontrol\saucontrol.xml"
Trace(2019-Oct-29 17:03:06): CheckManifest: Processing manifest: C:\ProgramData\Sophos\AutoUpdate\cache\sau\saucontrol\saucontrol.manifest.dat
Trace(2019-Oct-29 17:03:06): CheckManifest completed successfully
Trace(2019-Oct-29 17:03:06): UpdateCoordinator::UpdateNow: loading order.xml
Trace(2019-Oct-29 17:03:06): InstallSequencer:: Cache path: "C:\ProgramData\Sophos\AutoUpdate\cache"
Trace(2019-Oct-29 17:03:06): InstallSequencer: order.xml path is: "C:\ProgramData\Sophos\AutoUpdate\cache\order.xml"
Trace(2019-Oct-29 17:03:06): InstallSequencer:: Caught runtime_error exception: order.xml file missing.
Trace(2019-Oct-29 17:03:06): UpdateCoordinator::UpdateNow: Failed to process order.xml.
Trace(2019-Oct-29 17:03:06): UpdateCoordinator::UpdateNow: Sorting products in order of install sequence
Trace(2019-Oct-29 17:03:06): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2019-Oct-29 17:03:06): UpdateCoordinator::UpdateNow: Update Mode for Sophos Network Threat Protection is: 0
Trace(2019-Oct-29 17:03:06): SimpleProduct::DoAction isLater=true, skipAction=false, isUninstall=true, m_lastUpdateSucceeded=false, numfilestocahce=1, Actiontype=Setup, Not preinstalled product
Trace(2019-Oct-29 17:03:06): SimpleProduct::DoAction for {8087796B-2289-4897-98A5-58FF23DAAFD0}
Trace(2019-Oct-29 17:03:06): Null update
Trace(2019-Oct-29 17:03:06): ALUpdate(Action.Skipped): Installation of Sophos Network Threat Protection skipped
Trace(2019-Oct-29 17:03:06): CIDUpdateLocation::OnNullUpdate...
Trace(2019-Oct-29 17:03:06): CustomFileMap::CustomFileMap. CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
Trace(2019-Oct-29 17:03:06): CustomFileMap::Read: Subfolder = ntp64 productID = {8087796B-2289-4897-98A5-58FF23DAAFD0}
Trace(2019-Oct-29 17:03:06): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\ntp64.custom
Trace(2019-Oct-29 17:03:06): CustomFileMap::Read: File exists and appears valid.
Trace(2019-Oct-29 17:03:06): CIDUpdateLocation::OnNullUpdate complete.
Trace(2019-Oct-29 17:03:06): UpdateCoordinator::UpdateNow: Update Mode for SAVXP is: 0
Trace(2019-Oct-29 17:03:06): SimpleProduct::DoAction isLater=false, skipAction=false, isUninstall=false, m_lastUpdateSucceeded=true, numfilestocahce=1, Actiontype=Setup, Not preinstalled product
Trace(2019-Oct-29 17:03:06): SimpleProduct::DoAction for {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2019-Oct-29 17:03:06): Null update
Trace(2019-Oct-29 17:03:06): ALUpdate(Action.Skipped): Installation of SAVXP skipped
Trace(2019-Oct-29 17:03:06): CIDUpdateLocation::OnNullUpdate...
Trace(2019-Oct-29 17:03:06): CustomFileMap::CustomFileMap. CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
Trace(2019-Oct-29 17:03:06): CustomFileMap::Read: Subfolder = savxp productID = {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2019-Oct-29 17:03:06): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\savxp.custom
Trace(2019-Oct-29 17:03:06): CustomFileMap::Read: File exists and appears valid.
Trace(2019-Oct-29 17:03:06): CIDUpdateLocation::OnNullUpdate complete.
Trace(2019-Oct-29 17:03:06): Updating plugin cache for SAVXP
Trace(2019-Oct-29 17:03:06): Successfully updated plugin cache for SAVXP
Trace(2019-Oct-29 17:03:06): UpdateCoordinator::UpdateNow: Update Mode for Sophos Endpoint Defense is: 0
Trace(2019-Oct-29 17:03:06): SimpleProduct::DoAction isLater=false, skipAction=false, isUninstall=false, m_lastUpdateSucceeded=true, numfilestocahce=1, Actiontype=Setup, Not preinstalled product
Trace(2019-Oct-29 17:03:06): SimpleProduct::DoAction for {1129226C-32AB-4B72-85E1-A9CC8DFBC859}
Trace(2019-Oct-29 17:03:06): Null update
Trace(2019-Oct-29 17:03:06): ALUpdate(Action.Skipped): Installation of Sophos Endpoint Defense skipped
Trace(2019-Oct-29 17:03:06): CIDUpdateLocation::OnNullUpdate...
Trace(2019-Oct-29 17:03:06): CustomFileMap::CustomFileMap. CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
Trace(2019-Oct-29 17:03:06): CustomFileMap::Read: Subfolder = sed64 productID = {1129226C-32AB-4B72-85E1-A9CC8DFBC859}
Trace(2019-Oct-29 17:03:06): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\sed64.custom
Trace(2019-Oct-29 17:03:06): CustomFileMap::Read: File exists and appears valid.
Trace(2019-Oct-29 17:03:06): CIDUpdateLocation::OnNullUpdate complete.
Trace(2019-Oct-29 17:03:06): Updating plugin cache for Sophos Endpoint Defense
Trace(2019-Oct-29 17:03:06): Successfully updated plugin cache for Sophos Endpoint Defense
Trace(2019-Oct-29 17:03:06): UpdateCoordinator::UpdateNow: Update Mode for Sophos System Protection is: 0
Trace(2019-Oct-29 17:03:06): SimpleProduct::DoAction isLater=false, skipAction=false, isUninstall=false, m_lastUpdateSucceeded=false, numfilestocahce=1, Actiontype=Setup, Not preinstalled product
Trace(2019-Oct-29 17:03:06): SimpleProduct::DoAction for {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
Trace(2019-Oct-29 17:03:06): UpdateCoordinator::UpdateNow: Update Mode for Sophos AutoUpdate is: 0
Trace(2019-Oct-29 17:03:06): SimpleProduct::DoAction isLater=false, skipAction=false, isUninstall=false, m_lastUpdateSucceeded=true, numfilestocahce=1, Actiontype=Setup, Not preinstalled product
Trace(2019-Oct-29 17:03:06): SimpleProduct::DoAction for {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2019-Oct-29 17:03:06): Null update
Trace(2019-Oct-29 17:03:06): ALUpdate(Action.Skipped): Installation of Sophos AutoUpdate skipped
Trace(2019-Oct-29 17:03:06): Updating subscription information from product ID data.
Trace(2019-Oct-29 17:03:06): Rigid name: F26F7EC0-1302-4DA7-8B6B-A5383051D41A
Trace(2019-Oct-29 17:03:06): Version: 10.8.1.2.3721.3
Trace(2019-Oct-29 17:03:06): CIDUpdateLocation::OnNullUpdate...
Trace(2019-Oct-29 17:03:06): CustomFileMap::CustomFileMap. CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
Trace(2019-Oct-29 17:03:06): CustomFileMap::Read: Subfolder = sau productID = {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2019-Oct-29 17:03:06): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\sau.custom
Trace(2019-Oct-29 17:03:06): CustomFileMap::Read: File exists and appears valid.
Trace(2019-Oct-29 17:03:06): CIDUpdateLocation::OnNullUpdate complete.
Trace(2019-Oct-29 17:03:06): Updating plugin cache for Sophos AutoUpdate
Trace(2019-Oct-29 17:03:06): Successfully updated plugin cache for Sophos AutoUpdate
Trace(2019-Oct-29 17:03:06): SetLastUpdateMechanism: For product: SAVXP, LastUpdateMechanism is: CID
Trace(2019-Oct-29 17:03:06): SetLastUpdateMechanism: For product: Sophos Endpoint Defense, LastUpdateMechanism is: CID
Trace(2019-Oct-29 17:03:06): SetLastUpdateMechanism: For product: Sophos AutoUpdate, LastUpdateMechanism is: CID
Trace(2019-Oct-29 17:03:07): RMSMessageHandler: ALUpdateEnd
Trace(2019-Oct-29 17:03:07): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>Sophos System Protection</Insert><Insert>\\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\</Insert></ErrorMessage><ReadableMessage>ERROR: Download of Sophos System Protection failed from server \\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\</ReadableMessage></Config>
Trace(2019-Oct-29 17:03:07): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>Sophos System Protection</Insert><Insert>\\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\</Insert></ErrorMessage><ReadableMessage>ERROR: Download of Sophos System Protection failed from server \\172.16.25.3\share\Sophos_Updates\Sophos_autoupdate_cache\</ReadableMessage></Config>
Trace(2019-Oct-29 17:03:07): IPCSender::ProcessSend: Listener not ready starting to wait
Trace(2019-Oct-29 17:03:07): Telemetry::LoadTelemetrySupplement 344: Telemetry Interval set to 86400 seconds
Trace(2019-Oct-29 17:03:07): Telemetry::LoadDocument 218: C:\ProgramData\Sophos\AutoUpdate\\Config\TelemetryConfig.json loaded
Trace(2019-Oct-29 17:03:07): Telemetry::LoadTelemetrySupplement 385: Telemetry Interval updated to 86400 seconds
Trace(2019-Oct-29 17:03:07): Telemetry::CalculateLastTelemtryTime 134: Telemetry last ran at 2019-10-29 07:03:07, Offset 5940, Offset Time 2019-10-29 08:42:07
Trace(2019-Oct-29 17:03:07): Telemetry::HasTelemetrySchedulePeriodElapsed 157: Telemetry schedule has not elapsed.
Trace(2019-Oct-29 17:03:08): IPCSender::ProcessSend exiting
Trace(2019-Oct-29 17:03:08): ALUpdate finished



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  • 0

    Hello Roy,

    what is the source of the cache - another WIN_7 that has a connection? Using what subscription (assuming you are using the on-premise SESC)? The log says Version: 10.8.1.2.3721.3 for SAVXP - not even retired anymore, and engine 3.72.1 is the last but two. OTOH AutoUpdate is 5.15 that only came with 10.8.4.4.

    As far as I can see it's looking for the \ssp subfolder. SSP has been merged into SED with the 10.8.2.4 → 10.8.4.3 update. If SAVXP is indeed 10.8.1 then SSP is still an individual component. Apparently, as the SAVXP install is skipped, the offline CID (=cache copy) contains this version - though in this case AutoUpdate would not already be 5.15.

    a few months ago until I upgraded to ver 10.8
    how did go about this upgrade? 10.8 is out for quite some time, more than just a few months. But anyway, the upgrade should work correctly provided the source is "healthy".

    Last but not least - with what did you re-install the 10.8 version? The stand-alone package downloaded from Sophos, a custom package, or a copy of the (live) CID?

    Christian

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  • 0

    Hello Roy,

    what is the source of the cache - another WIN_7 that has a connection? Using what subscription (assuming you are using the on-premise SESC)? The log says Version: 10.8.1.2.3721.3 for SAVXP - not even retired anymore, and engine 3.72.1 is the last but two. OTOH AutoUpdate is 5.15 that only came with 10.8.4.4.

    As far as I can see it's looking for the \ssp subfolder. SSP has been merged into SED with the 10.8.2.4 → 10.8.4.3 update. If SAVXP is indeed 10.8.1 then SSP is still an individual component. Apparently, as the SAVXP install is skipped, the offline CID (=cache copy) contains this version - though in this case AutoUpdate would not already be 5.15.

    a few months ago until I upgraded to ver 10.8
    how did go about this upgrade? 10.8 is out for quite some time, more than just a few months. But anyway, the upgrade should work correctly provided the source is "healthy".

    Last but not least - with what did you re-install the 10.8 version? The stand-alone package downloaded from Sophos, a custom package, or a copy of the (live) CID?

    Christian

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