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.

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