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Enterprise console not updating from Sophos

We are having problems with our Sophos Enterprise Management Console (9). It stopped updating from Sophos on Friday 7th May at 2:14pm. I have logged this with Sophos & have followed the steps in one of the knowledge base articles.

Basically it says downloading binaries & then fails:

Delivery failed for the software subscription 'Recommended'. Access to the source update location is denied or the location is otherwise unavailable.

No configuration changes were made on the servre on Friday 7th

I have deleted the contents of the folders 'Working' & 'warehouse' as recommended in the knowledgebase article but to no avail.

I have logged this twice with Sophos but am not getting any response.

Has anyone else experienced this problem?

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0 VCU over 14 years ago

I suggest you contact your Sophos account manager. The account manager will go to bat for you in cases were the process to correct something is taking longer then you require. If you do not know who your account manager is call Sophos tech support to get the information.
The Sophos call center is great and resolves many of my high level issues pretty fast. When a problem occurs that they are not able to resolve I contact my account manager and things get done.
Sophos tech support rules over other venders I've used.
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0 mdp23005 over 14 years ago

Can you manually update? I had the same problem but could manually update. I tried the steps you did also with no positive result. What resolved it for me was going into Vie/Edit configuration then selecting the Schedule tab.Under "software updating" I changed from the "check for updates every" minutes radio button to "Set up and manage scheduled updates" I made a custom schedule to start at 00:00 and end at 23:50 that checks every 10 minutes. As soon as I did that, the enterprise console began updating again and has continued to do so for about a month since I did this.
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0 A_K over 14 years ago

Hello shtoryu,
Did you ask the support member to do a credentials check to make sure there are no issues with the credentials you are using to contact the Sophos web?
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0 Jay over 14 years ago

VCU, Thanks for recommendation for Sophos Support!!!
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0 Qubis over 14 years ago

Hi,
Solution for this problem is well described in Sophos KB 66111.
For details see http://www.sophos.com/support/knowledgebase/article/66111.html
and follow links to next errror shown in your Update Manager.
We had several cases similar to your, and in all of them these KB solutions worked for us.
Hope it can help you too.
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0 mdp23005 over 14 years ago

Qubis, That did not work for me and i had to take the steps outlined in my previous reply in this thread.
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0 Drew415 over 14 years ago

Hello, just started with integrating Sophos at my job and ran into this. It would be update and one day just stop. I believe our proxy server was blocking the Sophos update site. Once we made the change to the server to the site updates were updated. Do you have a proxy as well? Good Luck
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0 Point_Blank over 14 years ago

http://www.sophos.com/support/knowledgebase/article/66176.html This one worked for me! :)
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0 mdp23005 over 14 years ago

Now one of my servers will only update following a reboot. I am rebooting once per day and it stops updating after receiving an update in the morning.
I get the error referenced in this article but none of the errors listed below "[Date/Time] 80040404 Threat detection data update failed."
http://www.sophos.com/support/knowledgebase/article/65365.html
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0 mdp23005 over 14 years ago

Now both of my update servers are displaying the behavior I outlined in the previous reply.
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