Update errors after subscription change

Hello dluneau,

I have not tried to follow all your changes in detail, there's quite a lot of them :smileyvery-happy:

Software not available

This one is somewhat misleading if you are not familiar with it. It looks like a serious error - but actually it is one that is most of the time automatically corrected, as you have seen the full text tells you so, by subscribing you to the current recommended version. Thus it is an informational message but nevertheless important so you have to acknowledge it.

As to the remaining errors

The messages about CIDs with subscription counters other than S000 should eventually disappear - please check whether the clients comply with the policy.

ERROR: Could not find a source for updated packages (00000071)

This is often a transient error - I have a few clients which regularly display this error and then update fine again. One possible cause is an active VPN connection which temporarily block "other" network access.

Download of SAVXP failed from server Sophos (0000006b)

The client first failed to download SAVXP from the CID, tried the Secondary (Sophos) and while it could contact the server it encountered some error. Again I expect this to be a transient condition - please check its SAV version. 

Failed to install RMSNT: Package authentication failed (00000067)

I have seen some of these and eventually they disappeared. If it were a general problem (as described in Endpoints fail to update after adding XML configuration or custom files to the update location (CID) Authentication failed error 00000067) then you would see it on all the clients. Nevertheless, running ConfigCID.exe for the CID will do no harm and you might want to try it if you have some clients which constantly show this error.

Updating failed because no update source has been specified (0000006e)

This indicates an empty policy. Might be a glitch on the client (cause by the "version switching"). Please check the client's Update Details, if you don't see an update location view the updating history in View Computer Details for errors like Failed to install Sophos AutoUpdate.

Failed to install Sophos AutoUpdate: The MSI has failed (00000067)

Failed to install Sophos AutoUpdate: Error code 80070001

There's a not exactly quick but definitely dirty method (which won't be available in the future) I've used in several cases like this one. If the client has partially upgraded (e.g. SAV is already 10.3.1) try to "downgrade" it to a previous version with a different version of the failing component (in case of AU you'd need v10.0). If the downgrade is successful (wait for a) reboot and then try the upgrade again. Worked on more than occasion. Otherwise you'd have to inspect the logs for the reason of the error.

Failed to install SAVXP: A previous version could not be uninstalled (00000067)

Likely some item required for the uninstall is missing (but check the logs first). Please see Re: Can't Uninstall Sophos Endpoint 9.5 for a possible solution.

I hope at least some of this helps. Again, please note that some of the errors might be transient or temporary and while the percentage of "error-clients" might be more or less constant the errors persist perhaps only on some of them.

Christian

Hello dluneau,

I have not tried to follow all your changes in detail, there's quite a lot of them :smileyvery-happy:

Software not available

This one is somewhat misleading if you are not familiar with it. It looks like a serious error - but actually it is one that is most of the time automatically corrected, as you have seen the full text tells you so, by subscribing you to the current recommended version. Thus it is an informational message but nevertheless important so you have to acknowledge it.

As to the remaining errors

The messages about CIDs with subscription counters other than S000 should eventually disappear - please check whether the clients comply with the policy.

ERROR: Could not find a source for updated packages (00000071)

This is often a transient error - I have a few clients which regularly display this error and then update fine again. One possible cause is an active VPN connection which temporarily block "other" network access.

Download of SAVXP failed from server Sophos (0000006b)

The client first failed to download SAVXP from the CID, tried the Secondary (Sophos) and while it could contact the server it encountered some error. Again I expect this to be a transient condition - please check its SAV version. 

Failed to install RMSNT: Package authentication failed (00000067)

I have seen some of these and eventually they disappeared. If it were a general problem (as described in Endpoints fail to update after adding XML configuration or custom files to the update location (CID) Authentication failed error 00000067) then you would see it on all the clients. Nevertheless, running ConfigCID.exe for the CID will do no harm and you might want to try it if you have some clients which constantly show this error.

Updating failed because no update source has been specified (0000006e)

This indicates an empty policy. Might be a glitch on the client (cause by the "version switching"). Please check the client's Update Details, if you don't see an update location view the updating history in View Computer Details for errors like Failed to install Sophos AutoUpdate.

Failed to install Sophos AutoUpdate: The MSI has failed (00000067)

Failed to install Sophos AutoUpdate: Error code 80070001

There's a not exactly quick but definitely dirty method (which won't be available in the future) I've used in several cases like this one. If the client has partially upgraded (e.g. SAV is already 10.3.1) try to "downgrade" it to a previous version with a different version of the failing component (in case of AU you'd need v10.0). If the downgrade is successful (wait for a) reboot and then try the upgrade again. Worked on more than occasion. Otherwise you'd have to inspect the logs for the reason of the error.

Failed to install SAVXP: A previous version could not be uninstalled (00000067)

Likely some item required for the uninstall is missing (but check the logs first). Please see Re: Can't Uninstall Sophos Endpoint 9.5 for a possible solution.

I hope at least some of this helps. Again, please note that some of the errors might be transient or temporary and while the percentage of "error-clients" might be more or less constant the errors persist perhaps only on some of them.

Christian