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How to fix ERROR: Could not find a source for updated packages [0x00000071]"

TylerSanchez

Hi All,

I have been receiving this error, "ERROR: Could not find a source for updated packages [0x00000071]". I followed the guide provide by Sophos. The endpoint has communicated with the EC recently, the central updating policy is correct, the share permissions are correct. The guide states to check that iconn.cfg matches the EC policy, that files doesn't exist. The guide also states to clear the cache, no cache exists either. I think this could be related to the problem.

Thank You.



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  • 0

    Hello TylerSanchez,

    iconn.cfg [...] doesn't exist [...] no cache exists
    this is unlikely, especially if it has worked before. C:\ProgramData\Sophos\AutoUpdate\ is there but C:\ProgramData\Sophos\AutoUpdate\Cache\ or ...\AutoUpdate\Config\ isn't? 

    As it affects quite a number of endpoints the actual cause is probably not on them. Do you have both Primary and Secondary update locations and UNC or HTTP? Please try to access the share and/or web folder from the endpoint. If that works and update still fails check the ALUpdate<time.stamp> log in %ProgramData%\Sophos\AutoUpdate\Logs\.

    Christian

  • 0 in reply to QC

    It resurfaced, with again, about 300 computers reporting the error. I went through the logs on a test computer and didn't see anything interesting to my untrained eye. What should I be looking for in the logs?

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  • 0 in reply to TylerSanchez

    Hello TylerSanchez,

    as said, the ALUpdate log has some details, here's how it could look (I've left out the timestamps):
    Calling package_source_init
    TrySyncProduct, Calling BeginSync
    Logging on network access user
    Attempting to make a connection to remote machine \\SOPHOSSEC\SophosUpdate\CIDs\S000\SAVSCFXP\
    CIDUpdate(Info): Could not add a connection to server \\SOPHOSSEC\SophosUpdate; user SOPHOSSEC\SophosUpdateMgr; Windows error 53
    Custom certificate already present.
    CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat
    Remote connection over UNC.
    File master.upd not found (Remote). Return code 0x80040f04
    In this case it's a Network path not found because the endpoint was not yet fully connected. This is not uncommon after startup, the next update attempt will succeed and the error will be cleared. Do you see it at certain times during the day or at random intervals, and is this a problem you didn't have before but has recently surfaced?

    Christian

  • 0 in reply to QC

    I haven't see the error come up at specific times of the day, at seemingly random intervals the amount of errors spikes from 10-20 to 300-400. This was a problem  we didn't have before and has recently surfaced.


    I'll look in the logs of  a workstation to see what they say.

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