After downloading package 5 of 6 it will error (could not contact server)

Hi Ian Luciano 

Could you please check under if you are able to ping the server. Kindly check this article and check under the log if you find any specific error? 

Yes both server and agent can ping each other. BTW this is my config in SDP

and this is the alc log

Time: 11/13/2019 13:29:45
Message: WARNING: Restart needed for updates to take effect
Module: ALUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:44
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:44
Message: Installation of SAVXP skipped
Module: ALUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:44
Message: Installation of RMSNT skipped
Module: ALUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:44
Message: Installation of Sophos Endpoint Defense skipped
Module: ALUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:44
Message: Installation of Sophos System Protection skipped
Module: ALUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:44
Message: Downloading phase completed
Module: ALUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:42
Message: 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)
Module: CIDUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:42
Message: Downloading product Sophos Network Threat Protection from server C:\Users\ADMINI~1\AppData\Local\Temp\cid_packager_temp\SAVSCFXP\
Module: CIDUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:42
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:42
Message: Downloading product Sophos System Protection from server C:\Users\ADMINI~1\AppData\Local\Temp\cid_packager_temp\SAVSCFXP\
Module: CIDUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:41
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:41
Message: Downloading product Sophos AutoUpdate from server C:\Users\ADMINI~1\AppData\Local\Temp\cid_packager_temp\SAVSCFXP\
Module: CIDUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:40
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:40
Message: Downloading product Sophos Endpoint Defense from server C:\Users\ADMINI~1\AppData\Local\Temp\cid_packager_temp\SAVSCFXP\
Module: CIDUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:39
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:39
Message: Downloading product SAVXP from server C:\Users\ADMINI~1\AppData\Local\Temp\cid_packager_temp\SAVSCFXP\
Module: CIDUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:38
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:38
Message: Downloading product RMSNT from server C:\Users\ADMINI~1\AppData\Local\Temp\cid_packager_temp\SAVSCFXP\
Module: CIDUpdate
Process ID: 2076
Thread ID: 3136

Time: 11/13/2019 13:29:38
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 2076
Thread ID: 3136

I checked the share settings of \\servername\SophosUpdate and everyones permission are set to read and full control.

Hello Ian Luciano,

it's not downloading from the share that fails, the path in the message is local: C:\Users\ADMINI~1\AppData\Local\Temp\cid_packager_temp\SAVSCFXP\.
The reason is that setup/autoupdate's behaviour has changed (NTP should be installed by default) but SDP is not "in sync" with the changes (it includes the ntp/ntp64 folders only if you explicitly request it).

The error is normal for the initial install (that uses the local directory as update location), afterwards RMS should request amongst others the updating policy from the server and subsequently AutoUpdate will download and install NTP. 

Christian

Hi Luciano,

I would recommend checking the RMS logs, Router log, and agent logs from the endpoint to see why it that failing to contact the server.

Hi Christian, what should I need to do? Thanks!

Even if I Select RMS and choose In the package the computer is not appearing in the console's Unassigned group.

Hello Ian Luciano,

you can avoid the initial download error when you check NTP in SDP. This is just cosmetics though because as said it'd resolve itself automatically when the final policy has been received.

The problem is apparently communication. RMS is installed, so this part did work.
both server and agent can ping each other
Ah, this (in)famous ping. Its informative value is limited. It uses ICMP, a protocol on the Internet/Network layer that is not concerned with data transmission. Won't go into details here but it's possible that you can ping a host but can't establish a TCP connection and v.v. that ping times out (i.e. a host doesn't send an Echo Reply, or a router/firewall on the path quietly discards the ICMP Echo Request and/or Reply) but a TCP connection can be established. All a successful ping signifies is that there's a network path to the host.

It's IMO best to start with the Router log (if you want to post it here please note that it might reveal public hostnames and addresses - in plain text and also in the IOR).

Christian