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Failing autoupdate

funboy321

Hello all.

I have recently installed IE 8 on my Vista Home premium desktop and noticed that the autoupdate of Sophos no longer runs,

I get "could not contact server" error and the little red cross on the Sophos shield in the taskbar. I have entered the update details several times and made sure that they are correct. Previous to IE 8 I had no problems.

I have had a read of http://www.sophos.com/support/knowledgebase/article/59494.html and would like to start by trying this.

The issue I have is that Step 2 states "In the Computer Management window, open Services & Applications | Indexing Service | System | Directories"

I can't find the path above, all I see is "Services" and "WMI Control" and cannot find anything refering to directories to add exclusions.

I googled it a bit and found some references to GPEdit.MSC, which apparently my version of Vista Home doesn't have,

I would sooner have Sophos Autoupdate than the lastest version of IE, so if it is necessary to revert to an older version I am more than happy to do that.

Thanks for your time.

:4714


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  • 0

    Hi,

    I would suggest you check the AutoUpdate logs for the error:

    Error is :CIDSYNC_E_CIDSWAPERROR (Could not swap temporary and local CID directories).

    to confirm that's the problem, although as a quick test and a possible workaround if you're not too worried about indexing and searching the machine, I would suggest you try:

    1. Go into services.

    Start - run - services.msc

    2. Locate the service:

    "Windows Search"

    In the properties, set the start-up type to disabled.

    3. Reboot the machine.

    Check that AutoUpdate now works on start-up.

    I hope this helps,

    Jak

    :4715
  • 0

    Hi,

    I've been having the same problem for days now ("could not contact server"), only difference is I'm on windows XP and I haven't upgraded to IE8 yet. Only thing I did recently was change the update frequency from 90mins to 120mins (although a few days earlier I changed it from 60mins to 90mins and it still updated).

    I'm not very computer savvy but I've searched the knowledgebase and couldn't find anything to help except possible clues that don't lead anywhere cos they tell me I need to find a bit of information.......which then proves to be elusive.

    I'm stumped (granted, that's not hard to do with my technical expertise! LOL). Can anyone help please? :smileysad: Cheers

    :4716
  • 0

    Hi,

    Are you able to paste the contents of the AutoUpdate log so we can see what's going on?  I'm sure there is a limit to the number of lines you can paste here, so if you can find the directory where the logs are, e.g.

    C:\program files\Sophos\AutoUpdate\Logs\

    delete all files called:

    ALUpdate<time and date stamp>.log

    Then kick off an update, right click on the Sophos shield in the system tray and choose "Update now".

    Once complete, you should have a new file in the above directory called:

    ALUpdate<time and date stamp>.log

    which should just have the logs from the last check.  If you can post the contents of that here that would be helpful.

    Thanks,

    Jak

    :4717
  • 0

    Hi Jak, thanks for taking the time to respond. Results from log as requested.

    Trace(2010-Aug-21 17:17:16): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Program Files\Sophos\AutoUpdate"
    Trace(2010-Aug-21 17:17:16): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
    Trace(2010-Aug-21 17:17:16): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
    Trace(2010-Aug-21 17:17:16): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
    Trace(2010-Aug-21 17:17:16): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
    Trace(2010-Aug-21 17:17:16): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
    Trace(2010-Aug-21 17:17:16): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
    Trace(2010-Aug-21 17:17:16): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
    Trace(2010-Aug-21 17:17:16): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
    Trace(2010-Aug-21 17:17:16): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
    Trace(2010-Aug-21 17:17:16): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
    Trace(2010-Aug-21 17:17:16): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
    Trace(2010-Aug-21 17:17:16): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
    Trace(2010-Aug-21 17:17:16): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
    Trace(2010-Aug-21 17:17:16): ConfigurationImpl, considering PMSR: PureMessage not installed, PMSR package will not be updated
    Trace(2010-Aug-21 17:17:16): Considering subscribed products.
    Trace(2010-Aug-21 17:17:16): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2010-Aug-21 17:17:16): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
    Trace(2010-Aug-21 17:17:16): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
    Trace(2010-Aug-21 17:17:16): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2010-Aug-21 17:17:16): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
    Trace(2010-Aug-21 17:17:16): IPCSender::ProcessSend started
    Trace(2010-Aug-21 17:17:16): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2010-Aug-21 17:17:16): RMSMessageHandler: ALUpdateStart
    Trace(2010-Aug-21 17:17:16): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2010-Aug-21 17:17:16): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2010-Aug-21 17:17:16): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2010-Aug-21 17:17:16): ALUpdate(AutoUpdate.Started):
    Trace(2010-Aug-21 17:17:16): UpdateCoordinator::UpdateNow: Entering
    Trace(2010-Aug-21 17:17:16): PopulateCache: Entering
    Trace(2010-Aug-21 17:17:16): UpdateCoordinator::UpdateNow: About to Sync list of products
    Trace(2010-Aug-21 17:17:16): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS
    Trace(2010-Aug-21 17:17:16): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2010-Aug-21 17:17:16): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2010-Aug-21 17:17:16): Path to decode files to: C:\Windows\TEMP\sophos_autoupdate1.dir\1282407436
    Trace(2010-Aug-21 17:17:16): Using top level catalogue sdds.esc95
    Trace(2010-Aug-21 17:17:16): SDDSUpdateLocation, constructor start
    Trace(2010-Aug-21 17:17:16): locConfig.m_server = http://es-web-2.sophos.com/update/
    Trace(2010-Aug-21 17:17:16): Calling check on source.m_address.m_path = http://es-web-2.sophos.com/update/
    Trace(2010-Aug-21 17:17:16): Calling package_source_init
    Trace(2010-Aug-21 17:17:16): Creating package source to represent parent
    Trace(2010-Aug-21 17:17:16): Create package source to represent local cache
    Trace(2010-Aug-21 17:17:16): SDDSUpdateLocation::Constructor finished
    Trace(2010-Aug-21 17:17:16): TrySyncProduct, Calling BeginSync
    Trace(2010-Aug-21 17:17:16): Opened catalogue!
    Trace(2010-Aug-21 17:17:16): Attempting to synchronise load balancing and redirection files
    Trace(2010-Aug-21 17:17:16): Failed to synchronise load balancing and redirection files: http://es-web-2.sophos.com/update/ is not an SDDS warehouse for product SDDS
    Trace(2010-Aug-21 17:17:16): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2010-Aug-21 17:17:16): SDDSUpdate(SyncProduct.Start): SAVXP, http://es-web-2.sophos.com/update/
    Trace(2010-Aug-21 17:17:16): SDDSUpdateLocation caught exception from download: XML_ERROR_INVALID_TOKEN
    Trace(2010-Aug-21 17:17:16): SDDSUpdate(SDDSDownloadFailed): SAVXP, http://es-web-2.sophos.com/update/
    Trace(2010-Aug-21 17:17:17): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
    Trace(2010-Aug-21 17:17:17): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
    Trace(2010-Aug-21 17:17:17): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
    Trace(2010-Aug-21 17:17:17): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
    Trace(2010-Aug-21 17:17:17): Calling package_source_init
    Trace(2010-Aug-21 17:17:17): TrySyncProduct, Calling BeginSync
    Trace(2010-Aug-21 17:17:17): File escdp.dat not found. Return code 0x80040f04
    Trace(2010-Aug-21 17:17:17): Could not read master upd file: error 0x80040f04
    Trace(2010-Aug-21 17:17:17): Error -2147217660 in ReadCustomerIDFile
    Trace(2010-Aug-21 17:17:17): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2010-Aug-21 17:17:17): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP
    Trace(2010-Aug-21 17:17:17): CIDUpdate(SyncProduct.Start): SAVXP, http://es-web-2.sophos.com/update/
    Trace(2010-Aug-21 17:17:17): CIDUpdateLocation::Sync - Updating from http CID: http://es-web-2.sophos.com/update/savxp
    Trace(2010-Aug-21 17:17:17): CIDSync(CidSyncMessage):
    Trace(2010-Aug-21 17:17:17): CIDSync(CidSyncMessage):
    Trace(2010-Aug-21 17:17:17): CIDSyncCallback, SynchronisationTerminated - Code = -2147217660
    Trace(2010-Aug-21 17:17:17): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\savxp.map
    Trace(2010-Aug-21 17:17:17): CIDUpdateLocation::SyncProduct: Failed to update product (SAVXP) from "http://es-web-2.sophos.com/update/", Error is :CIDSYNC_E_FILESYNCERROR (Error during file download.)
    Trace(2010-Aug-21 17:17:17): CIDUpdate(CIDDownloadFailed): SAVXP, http://es-web-2.sophos.com/update/
    Trace(2010-Aug-21 17:17:18): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
    Trace(2010-Aug-21 17:17:18): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
    Trace(2010-Aug-21 17:17:18): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS
    Trace(2010-Aug-21 17:17:18): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2010-Aug-21 17:17:18): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2010-Aug-21 17:17:18): Path to decode files to: C:\Windows\TEMP\sophos_autoupdate1.dir\1282407438
    Trace(2010-Aug-21 17:17:18): Using top level catalogue sdds.esc95
    Trace(2010-Aug-21 17:17:18): SDDSUpdateLocation, constructor start
    Trace(2010-Aug-21 17:17:18): locConfig.m_server = http://es-web-2.sophos.com/update/
    Trace(2010-Aug-21 17:17:18): Calling check on source.m_address.m_path = http://es-web-2.sophos.com/update/
    Trace(2010-Aug-21 17:17:18): Calling package_source_init
    Trace(2010-Aug-21 17:17:18): Creating package source to represent parent
    Trace(2010-Aug-21 17:17:18): Create package source to represent local cache
    Trace(2010-Aug-21 17:17:18): SDDSUpdateLocation::Constructor finished
    Trace(2010-Aug-21 17:17:18): TrySyncProduct, Calling BeginSync
    Trace(2010-Aug-21 17:17:19): Opened catalogue!
    Trace(2010-Aug-21 17:17:19): Attempting to synchronise load balancing and redirection files
    Trace(2010-Aug-21 17:17:19): Failed to synchronise load balancing and redirection files: http://es-web-2.sophos.com/update/ is not an SDDS warehouse for product SDDS
    Trace(2010-Aug-21 17:17:19): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2010-Aug-21 17:17:19): SDDSUpdate(SyncProduct.Start): Sophos AutoUpdate, http://es-web-2.sophos.com/update/
    Trace(2010-Aug-21 17:17:19): Synching version 270.0 of {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2010-Aug-21 17:17:19): calculating decode signature for 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 with a product entry of 146dce2bcbba694a66d8b78f52151941x000
    Trace(2010-Aug-21 17:17:19):  and a version entry of 3f930643eb4eb963d64cba4ce131de87x000
    Trace(2010-Aug-21 17:17:19): SDDSUpdate(PrimarySuccess):
    Trace(2010-Aug-21 17:17:19): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 1
    Trace(2010-Aug-21 17:17:19): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 1
    Trace(2010-Aug-21 17:17:19): ALUpdate(DownloadEnded):
    Trace(2010-Aug-21 17:17:19): UpdateCoordinator::UpdateNow: About to Action list of products
    Trace(2010-Aug-21 17:17:19): ALUpdate(Action.Skipped): Sophos AutoUpdate
    Trace(2010-Aug-21 17:17:20): RMSMessageHandler: ALUpdateEnd
    Trace(2010-Aug-21 17:17:20): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>SAVXP</Insert><Insert>http://es-web-2.sophos.com/update/</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of SAVXP failed from server http://es-web-2.sophos.com/update/</ReadableMessage></Config>
    Trace(2010-Aug-21 17:17:20): 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>SAVXP</Insert><Insert>http://es-web-2.sophos.com/update/</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of SAVXP failed from server http://es-web-2.sophos.com/update/</ReadableMessage></Config>
    Trace(2010-Aug-21 17:17:20): IPCSender::ProcessSend: Listener not ready starting to wait
    Trace(2010-Aug-21 17:17:21): IPCSender::ProcessSend exiting

    :4718
  • 0

    Hello again, after spending the day looking around I came across this thread

     and realised that after looking at my log that I to had "web-2" in the update address, even though in my automatic update details the server name is just down as Sophos. I changed "Sophos" to read http://es-web.sophos.com/update/ and update is now working fine.

    Pheww. You have no idea how naked I felt without Sophos auto updating.

    Thanks Jak for pointing towards the logs (I had no idea they existed)

    :4719
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