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Standalone install not updating

Matteo S

Hello,

I have a new work computer that I needed to install Sophos on. My old work computer was running Sophos Endpoint 10.8.

I followed the instructions in the post linked below, which were helpful and I was able to get Sophos installed and updating.

However, the new installation of Sophos is only version 9.5. I had the impression that it would update automatically to version 10.8, but it seems like the AutoUpdate program is skipping through downloading the upgrades (when I force an update, "downloading package 1 of 3" displays quickly and then disappears). Does anybody know how I can upgrade Sophos to version 10.8?



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  • 0 in reply to Matteo S

    I noticed RMS was being checked for updates in your update logs so I just wanted to verify that it was standalone.  The steps for standalone would not work for a managed install and I did not want to give you steps that did not work.

    All the log files in C:\ProgramData\Sophos\Remote Management System\3\Router\Logs\ should be the same, the only difference is the date/time.  Can you share with us the newest/latest log file?

    Also a thing to note is that the issue is likely to be a networking issue, either the Enterprise Console can't communicate with your endpoint or vise versa.  You will likely need someone who has access to this server to resolve the issue.  You can find the address of the server in the file "C:\ProgramData\Sophos\Remote Management System\3\Router\NetworkReport\ReportData.xml" under "<parent_addresses>"


    Windows Firewall may block ports 8192-8194 which is what RMS uses to communicate (and pass the AutoUpdate policy to your computer).  This would need to be allowed both ways.  You can test this by using PuTTy or if you installed the Telnet Client feature to Windows to connect from your endpoint to server on ports 8192 and 8194 and from your server to endpoint on the same ports.

  • 0

    The RMS log:

     

    17.06.2020 15:24:39 13FC I SOF: C:\ProgramData/Sophos/Remote Management System/3/Router/Logs/Router-20200617-192439.log
    17.06.2020 15:24:39 13FC I Sophos Messaging Router 3.2.0.2013 starting...
    17.06.2020 15:24:39 13FC I Setting ACE_FD_SETSIZE to 138
    17.06.2020 15:24:39 13FC I Initializing CORBA...
    17.06.2020 15:24:40 13FC I Setting connection cache limit to 10
    17.06.2020 15:24:41 13FC I Creating ORB runner with 4 threads
    17.06.2020 15:24:41 13FC I Getting parent router IOR from 10.21.1.56:8192
    17.06.2020 15:24:41 13FC I This computer is part of the workgroup PSS
    17.06.2020 15:25:04 13FC I This computer is part of the workgroup PSS
    17.06.2020 15:25:04 13FC I Getting parent router IOR from fe80::415d:3ced:4a61:4153:8192
    17.06.2020 15:25:04 13FC E ACE_INET_Addr::ACE_INET_Addr: fe80::415d:3ced:4a61:4153: No such host is known.
    17.06.2020 15:25:04 13FC W Parent address unknown: No such host is known. (11001)
    17.06.2020 15:25:04 13FC I Getting parent router IOR from MCC-PRINTSRV.PSSASPON.LOCAL:8192
    17.06.2020 15:25:04 13FC E ACE_INET_Addr::ACE_INET_Addr: MCC-PRINTSRV.PSSASPON.LOCAL: No such host is known.
    17.06.2020 15:25:04 13FC W Parent address unknown: No such host is known. (11001)
    17.06.2020 15:25:04 13FC I Getting parent router IOR from MCC-PRINTSRV:8192
    17.06.2020 15:25:06 13FC E ACE_INET_Addr::ACE_INET_Addr: MCC-PRINTSRV: No such host is known.
    17.06.2020 15:25:06 13FC W Parent address unknown: No such host is known. (11001)
    17.06.2020 15:25:06 13FC I This computer is part of the workgroup PSS
    17.06.2020 15:25:06 13FC E Failed to get parent router IOR
    17.06.2020 15:25:06 13FC E Failed to get certificate, retrying in 600 seconds
    17.06.2020 15:35:13 13FC I Getting parent router IOR from 10.21.1.56:8192
    17.06.2020 15:35:36 13FC I Getting parent router IOR from fe80::415d:3ced:4a61:4153:8192
    17.06.2020 15:35:36 13FC E ACE_INET_Addr::ACE_INET_Addr: fe80::415d:3ced:4a61:4153: No such host is known.
    17.06.2020 15:35:36 13FC W Parent address unknown: No such host is known. (11001)
    17.06.2020 15:35:36 13FC I Getting parent router IOR from MCC-PRINTSRV.PSSASPON.LOCAL:8192
    17.06.2020 15:35:36 13FC E ACE_INET_Addr::ACE_INET_Addr: MCC-PRINTSRV.PSSASPON.LOCAL: No such host is known.
    17.06.2020 15:35:36 13FC W Parent address unknown: No such host is known. (11001)
    17.06.2020 15:35:36 13FC I Getting parent router IOR from MCC-PRINTSRV:8192
    17.06.2020 15:35:38 13FC E ACE_INET_Addr::ACE_INET_Addr: MCC-PRINTSRV: No such host is known.
    17.06.2020 15:35:38 13FC W Parent address unknown: No such host is known. (11001)
    17.06.2020 15:35:38 13FC E Failed to get parent router IOR
    17.06.2020 15:35:38 13FC E Failed to get certificate, retrying in 600 seconds
    17.06.2020 15:45:46 13FC I Getting parent router IOR from 10.21.1.56:8192
    17.06.2020 15:46:09 13FC I Getting parent router IOR from fe80::415d:3ced:4a61:4153:8192
    17.06.2020 15:46:09 13FC E ACE_INET_Addr::ACE_INET_Addr: fe80::415d:3ced:4a61:4153: No such host is known.
    17.06.2020 15:46:09 13FC W Parent address unknown: No such host is known. (11001)
    17.06.2020 15:46:09 13FC I Getting parent router IOR from MCC-PRINTSRV.PSSASPON.LOCAL:8192
    17.06.2020 15:46:09 13FC E ACE_INET_Addr::ACE_INET_Addr: MCC-PRINTSRV.PSSASPON.LOCAL: No such host is known.
    17.06.2020 15:46:09 13FC W Parent address unknown: No such host is known. (11001)
    17.06.2020 15:46:09 13FC I Getting parent router IOR from MCC-PRINTSRV:8192
    17.06.2020 15:46:12 13FC E ACE_INET_Addr::ACE_INET_Addr: MCC-PRINTSRV: No such host is known.
    17.06.2020 15:46:12 13FC W Parent address unknown: No such host is known. (11001)
    17.06.2020 15:46:12 13FC E Failed to get parent router IOR
    17.06.2020 15:46:12 13FC E Failed to get certificate, retrying in 600 seconds
    17.06.2020 15:56:17 13FC I Getting parent router IOR from 10.21.1.56:8192
    17.06.2020 15:56:41 13FC I Getting parent router IOR from fe80::415d:3ced:4a61:4153:8192
    17.06.2020 15:56:41 13FC E ACE_INET_Addr::ACE_INET_Addr: fe80::415d:3ced:4a61:4153: No such host is known.
    17.06.2020 15:56:41 13FC W Parent address unknown: No such host is known. (11001)
    17.06.2020 15:56:41 13FC I Getting parent router IOR from MCC-PRINTSRV.PSSASPON.LOCAL:8192
    17.06.2020 15:56:41 13FC E ACE_INET_Addr::ACE_INET_Addr: MCC-PRINTSRV.PSSASPON.LOCAL: No such host is known.
    17.06.2020 15:56:41 13FC W Parent address unknown: No such host is known. (11001)
    17.06.2020 15:56:41 13FC I Getting parent router IOR from MCC-PRINTSRV:8192
    17.06.2020 15:56:43 13FC E ACE_INET_Addr::ACE_INET_Addr: MCC-PRINTSRV: No such host is known.
    17.06.2020 15:56:43 13FC W Parent address unknown: No such host is known. (11001)
    17.06.2020 15:56:43 13FC E Failed to get parent router IOR
    17.06.2020 15:56:43 13FC E Failed to get certificate, retrying in 600 seconds
    17.06.2020 16:06:49 13FC I Getting parent router IOR from 10.21.1.56:8192
    17.06.2020 16:07:12 13FC I Getting parent router IOR from fe80::415d:3ced:4a61:4153:8192
    17.06.2020 16:07:12 13FC E ACE_INET_Addr::ACE_INET_Addr: fe80::415d:3ced:4a61:4153: No such host is known.

     

    The same pattern repeats for the rest of the log.

  • 0 in reply to Matteo S

    This looks to be a networking issue as mentioned previously.  Your endpoint cannot reach 10.21.1.56 on port 8192.  At this point I would perform standard network troubleshooting.  Is this endpoint on the same network as MCC-PRINTSRV.PSSASPON.LOCAL (10.21.1.56)?  Is the server running?  Can you ping this IP?  Are there any network appliances that may stop this connection?

  • 0 in reply to MEric

    Okay, thanks for letting me know. I'll troubleshoot later this week when I am back at work.

  • 0

    I did some troubleshooting and it appears as if the server in question is not running or not on the network. It does not respond to pings and I cannot access it in any other way. I guess I will need to speak to IT about this.

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