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Sophos Endpoint Security not updating on new Windows 10 pc

Raymond van den Heuvel

Hi,

I have installed the Sophos Endpoint Security and Controle version 10.3 which we use at my work on my new home pc, with Windows 10.

I am able to use the account from work but somehow its not updating,

I get the following LOG, but im not able to find out where its going wrong?

Thanks for your help

Best regards, Raymond

 

Trace(2016-Nov-01 07:37:53): ALUpdate started: -ScheduledUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
Trace(2016-Nov-01 07:37:53): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
Trace(2016-Nov-01 07:37:53): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
Trace(2016-Nov-01 07:37:53): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
Trace(2016-Nov-01 07:37:53): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2016-Nov-01 07:37:53): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2016-Nov-01 07:37:53): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
Trace(2016-Nov-01 07:37:53): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
Trace(2016-Nov-01 07:37:53): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2016-Nov-01 07:37:53): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2016-Nov-01 07:37:53): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2016-Nov-01 07:37:53): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2016-Nov-01 07:37:53): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
Trace(2016-Nov-01 07:37:53): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
Trace(2016-Nov-01 07:37:53): Computer is a not possible cluster
Trace(2016-Nov-01 07:37:53): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2016-Nov-01 07:37:53): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2016-Nov-01 07:37:53): Considering subscribed products.
Trace(2016-Nov-01 07:37:53): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2016-Nov-01 07:37:53): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2016-Nov-01 07:37:53): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2016-Nov-01 07:37:53): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2016-Nov-01 07:37:53): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2016-Nov-01 07:37:53): GenerateCustomerID: complete
Trace(2016-Nov-01 07:37:53): Computer is a not possible cluster
Trace(2016-Nov-01 07:37:53): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2016-Nov-01 07:37:53): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2016-Nov-01 07:37:53): GenerateCustomerID: complete
Trace(2016-Nov-01 07:37:53): Computer is a not possible cluster
Trace(2016-Nov-01 07:37:53): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2016-Nov-01 07:37:53): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2016-Nov-01 07:37:53): IPCSender::ProcessSend started
Trace(2016-Nov-01 07:37:53): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2016-Nov-01 07:37:53): RMSMessageHandler: ALUpdateStart
Trace(2016-Nov-01 07:37:53): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2016-Nov-01 07:37:53): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2016-Nov-01 07:37:53): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2016-Nov-01 07:37:53): ALUpdate(AutoUpdate.Started):
Trace(2016-Nov-01 07:37:53): UpdateCoordinator::UpdateNow: Entering
Trace(2016-Nov-01 07:37:53): PopulateCache: Entering
Trace(2016-Nov-01 07:37:53): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2016-Nov-01 07:37:53): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2016-Nov-01 07:37:53): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
Trace(2016-Nov-01 07:37:53): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2016-Nov-01 07:37:53): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\1477982273
Trace(2016-Nov-01 07:37:53): Using top level catalogue sdds.esc_10_2
Trace(2016-Nov-01 07:37:53): SDDSUpdateLocation, constructor start
Trace(2016-Nov-01 07:37:53): locConfig.m_server = Sophos
Trace(2016-Nov-01 07:37:53): Calling check on source.m_address.m_path = Sophos
Trace(2016-Nov-01 07:37:53): Calling package_source_init
Trace(2016-Nov-01 07:37:53): Creating package source to represent parent
Trace(2016-Nov-01 07:37:53): Create package source to represent local cache
Trace(2016-Nov-01 07:37:53): SDDSUpdateLocation::Constructor finished
Trace(2016-Nov-01 07:37:53): TrySyncProduct, Calling BeginSync
Trace(2016-Nov-01 07:37:55): SDDSUpdateLocation caught exception from BeginSync: Cannot locate server for es-web-2.sophos.com/.../sdds.esc_10_2.xml GetLastError returned 0
Trace(2016-Nov-01 07:37:55): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2016-Nov-01 07:37:55): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2016-Nov-01 07:37:55): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
Trace(2016-Nov-01 07:37:55): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2016-Nov-01 07:37:55): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\1477982275
Trace(2016-Nov-01 07:37:55): Using top level catalogue sdds.esc_10_2
Trace(2016-Nov-01 07:37:55): SDDSUpdateLocation, constructor start
Trace(2016-Nov-01 07:37:55): locConfig.m_server = Sophos
Trace(2016-Nov-01 07:37:55): Calling check on source.m_address.m_path = Sophos
Trace(2016-Nov-01 07:37:55): Calling package_source_init
Trace(2016-Nov-01 07:37:55): Creating package source to represent parent
Trace(2016-Nov-01 07:37:55): Create package source to represent local cache
Trace(2016-Nov-01 07:37:55): SDDSUpdateLocation::Constructor finished
Trace(2016-Nov-01 07:37:55): TrySyncProduct, Calling BeginSync
Trace(2016-Nov-01 07:37:57): SDDSUpdateLocation caught exception from BeginSync: Cannot locate server for es-web-2.sophos.com/.../sdds.esc_10_2.xml GetLastError returned 0
Trace(2016-Nov-01 07:37:57): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2016-Nov-01 07:37:57): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2016-Nov-01 07:37:57): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
Trace(2016-Nov-01 07:37:57): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2016-Nov-01 07:37:57): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\1477982277
Trace(2016-Nov-01 07:37:57): Using top level catalogue sdds.esc_10_2
Trace(2016-Nov-01 07:37:57): SDDSUpdateLocation, constructor start
Trace(2016-Nov-01 07:37:57): locConfig.m_server = Sophos
Trace(2016-Nov-01 07:37:57): Calling check on source.m_address.m_path = Sophos
Trace(2016-Nov-01 07:37:57): Calling package_source_init
Trace(2016-Nov-01 07:37:57): Creating package source to represent parent
Trace(2016-Nov-01 07:37:57): Create package source to represent local cache
Trace(2016-Nov-01 07:37:57): SDDSUpdateLocation::Constructor finished
Trace(2016-Nov-01 07:37:57): TrySyncProduct, Calling BeginSync
Trace(2016-Nov-01 07:37:59): SDDSUpdateLocation caught exception from BeginSync: Cannot locate server for es-web-2.sophos.com/.../sdds.esc_10_2.xml GetLastError returned 0
Trace(2016-Nov-01 07:37:59): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2016-Nov-01 07:37:59): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2016-Nov-01 07:37:59): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
Trace(2016-Nov-01 07:37:59): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2016-Nov-01 07:37:59): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\1477982279
Trace(2016-Nov-01 07:37:59): Using top level catalogue sdds.esc_10_2
Trace(2016-Nov-01 07:37:59): SDDSUpdateLocation, constructor start
Trace(2016-Nov-01 07:37:59): locConfig.m_server = Sophos
Trace(2016-Nov-01 07:37:59): Calling check on source.m_address.m_path = Sophos
Trace(2016-Nov-01 07:37:59): Calling package_source_init
Trace(2016-Nov-01 07:37:59): Creating package source to represent parent
Trace(2016-Nov-01 07:37:59): Create package source to represent local cache
Trace(2016-Nov-01 07:37:59): SDDSUpdateLocation::Constructor finished
Trace(2016-Nov-01 07:37:59): TrySyncProduct, Calling BeginSync
Trace(2016-Nov-01 07:38:01): SDDSUpdateLocation caught exception from BeginSync: Cannot locate server for es-web-2.sophos.com/.../sdds.esc_10_2.xml GetLastError returned 0
Trace(2016-Nov-01 07:38:01): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2016-Nov-01 07:38:01): ALUpdate():
Trace(2016-Nov-01 07:38:01): ALUpdate(DownloadEnded):
Trace(2016-Nov-01 07:38:01): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2016-Nov-01 07:38:02): RMSMessageHandler: ALUpdateEnd
Trace(2016-Nov-01 07:38:02): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
Trace(2016-Nov-01 07:38:02): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
Trace(2016-Nov-01 07:38:02): IPCSender::ProcessSend: Listener not ready starting to wait
Trace(2016-Nov-01 07:38:03): IPCSender::ProcessSend exiting



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