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.
This thread was automatically locked due to age.