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Failing To Update

Rural Solutions

I have a machine failing to update, the error is the generic "ERROR:   Could not find a source for updated packages". Sample of the log file is below, has anybody come across this before? 

 

Trace(2016-Oct-24 14:23:21): ALUpdate is starting.
Trace(2016-Oct-24 14:23:21): AutoUpdate version: 5.4.0
Trace(2016-Oct-24 14:23:21): Build : 202982
Trace(2016-Oct-24 14:23:21): Command line : -ManualUpdate -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
Trace(2016-Oct-24 14:23:21): =========================
Trace(2016-Oct-24 14:23:21): Process security set successfully
Trace(2016-Oct-24 14:23:21): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
Trace(2016-Oct-24 14:23:21): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
Trace(2016-Oct-24 14:23:21): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
Trace(2016-Oct-24 14:23:21): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2016-Oct-24 14:23:21): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2016-Oct-24 14:23:21): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is available from Sophos.
Trace(2016-Oct-24 14:23:21): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not the Spam Rules package.
Trace(2016-Oct-24 14:23:21): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2016-Oct-24 14:23:21): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2016-Oct-24 14:23:21): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2016-Oct-24 14:23:21): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2016-Oct-24 14:23:21): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is available from Sophos.
Trace(2016-Oct-24 14:23:21): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is the Spam Rules package.
Trace(2016-Oct-24 14:23:21): Computer is a not possible cluster
Trace(2016-Oct-24 14:23:21): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2016-Oct-24 14:23:21): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2016-Oct-24 14:23:21): Considering subscribed products.
Trace(2016-Oct-24 14:23:21): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2016-Oct-24 14:23:21): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2016-Oct-24 14:23:21): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2016-Oct-24 14:23:21): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2016-Oct-24 14:23:21): Considering product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
Trace(2016-Oct-24 14:23:21): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is not already subscribed.
Trace(2016-Oct-24 14:23:21): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} was added to the list.
Trace(2016-Oct-24 14:23:21): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is removable.
Trace(2016-Oct-24 14:23:21): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} was added to the list.
Trace(2016-Oct-24 14:23:21): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is optional.
Trace(2016-Oct-24 14:23:21): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is removable.
Trace(2016-Oct-24 14:23:21): Product {1129226C-32AB-4B72-85E1-A9CC8DFBC859} was added to the list.
Trace(2016-Oct-24 14:23:21): Product {1129226C-32AB-4B72-85E1-A9CC8DFBC859} is optional.
Trace(2016-Oct-24 14:23:21): Product {1129226C-32AB-4B72-85E1-A9CC8DFBC859} is removable.
Trace(2016-Oct-24 14:23:21): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2016-Oct-24 14:23:21): GenerateCustomerID: complete
Trace(2016-Oct-24 14:23:21): Computer is a not possible cluster
Trace(2016-Oct-24 14:23:21): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2016-Oct-24 14:23:21): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2016-Oct-24 14:23:21): IPCSender::ProcessSend started
Trace(2016-Oct-24 14:23:21): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2016-Oct-24 14:23:21): RMSMessageHandler: ALUpdateStart
Trace(2016-Oct-24 14:23:21): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2016-Oct-24 14:23:21): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2016-Oct-24 14:23:21): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2016-Oct-24 14:23:21): ALUpdate(AutoUpdate.Started):
Trace(2016-Oct-24 14:23:21): UpdateCoordinator::UpdateNow: Entering
Trace(2016-Oct-24 14:23:21): PopulateCache: Entering
Trace(2016-Oct-24 14:23:21): UpdateCoordinator::UpdateNow: current platform is WIN_10_X64
Trace(2016-Oct-24 14:23:21): ProductFactory::Create: SimpleProduct: {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2016-Oct-24 14:23:21): ProductFactory::Create: SAU Product
Trace(2016-Oct-24 14:23:21): ProductFactory::Create: SimpleProduct: {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
Trace(2016-Oct-24 14:23:21): ProductFactory::Create: SimpleProduct: {8087796B-2289-4897-98A5-58FF23DAAFD0}
Trace(2016-Oct-24 14:23:21): ProductFactory::Create: SimpleProduct: {1129226C-32AB-4B72-85E1-A9CC8DFBC859}
Trace(2016-Oct-24 14:23:21): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2016-Oct-24 14:23:21): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2016-Oct-24 14:23:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
Trace(2016-Oct-24 14:23:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2016-Oct-24 14:23:21): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2016-Oct-24 14:23:21): SULUpdateLocation created!
Trace(2016-Oct-24 14:23:21): TrySyncProduct, Calling BeginSync
Trace(2016-Oct-24 14:23:21): SULUpdateLocation: BeginSync
Trace(2016-Oct-24 14:23:21): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2016-Oct-24 14:23:21): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2016-Oct-24 14:23:21): Calling SULDownloader Setup...
Trace(2016-Oct-24 14:23:21): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2016-Oct-24 14:23:21): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2016-Oct-24 14:23:21): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2016-Oct-24 14:23:21): server = sophos
Trace(2016-Oct-24 14:23:21): Adding Sophos Update Location: dci.sophosupd.com/update
Trace(2016-Oct-24 14:23:21): Adding Sophos Update Location: dci.sophosupd.net/update
Trace(2016-Oct-24 14:23:21): No manually configured proxy.
Trace(2016-Oct-24 14:23:21): SULDownloader setup successful.
Trace(2016-Oct-24 14:23:21): SubscriptionProvider: StandaloneWindows/PREVIEW/10
Trace(2016-Oct-24 14:23:23): Failed to authenticate
Trace(2016-Oct-24 14:23:23): Failed: SDDS2 CheckResubscription failed
Trace(2016-Oct-24 14:23:23): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2016-Oct-24 14:23:23): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2016-Oct-24 14:23:23): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
Trace(2016-Oct-24 14:23:23): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2016-Oct-24 14:23:23): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2016-Oct-24 14:23:23): SULUpdateLocation created!
Trace(2016-Oct-24 14:23:23): TrySyncProduct, Calling BeginSync
Trace(2016-Oct-24 14:23:23): SULUpdateLocation: BeginSync
Trace(2016-Oct-24 14:23:23): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2016-Oct-24 14:23:23): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2016-Oct-24 14:23:23): Calling SULDownloader Setup...
Trace(2016-Oct-24 14:23:23): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2016-Oct-24 14:23:23): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2016-Oct-24 14:23:23): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2016-Oct-24 14:23:23): server = sophos
Trace(2016-Oct-24 14:23:23): Adding Sophos Update Location: dci.sophosupd.com/update
Trace(2016-Oct-24 14:23:23): Adding Sophos Update Location: dci.sophosupd.net/update
Trace(2016-Oct-24 14:23:23): No manually configured proxy.
Trace(2016-Oct-24 14:23:23): SULDownloader setup successful.
Trace(2016-Oct-24 14:23:23): SubscriptionProvider: StandaloneWindows/PREVIEW/10
Trace(2016-Oct-24 14:23:25): Failed to authenticate
Trace(2016-Oct-24 14:23:25): Failed: SDDS2 CheckResubscription failed
Trace(2016-Oct-24 14:23:25): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0

 

These 2 lines - 

Trace(2016-Oct-24 14:23:25): Failed to authenticate
Trace(2016-Oct-24 14:23:25): Failed: SDDS2 CheckResubscription failed

 

Seem to point to an issue with the account being used? I've triple checked the login details though and they're working fine on other machines.



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  • 0

    Hi,

    On this computer vs the other computers that work, do they share the same values under:

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Service\Subscription]

    I assume this computer has Tag = PREVIEW

    What if you set:
    "RigidName"="StandaloneWindows"
    "Tag"="RECOMMENDED"
    "Version"="10"

    Also if you compare the contents of the files:

    \programdata\sophos\autoupdate\config\iconn.cfg  (include the .local file if you have one)

    ...interms of the username and password values. 

    Regards,

    Jak

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