Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 4 replies
  • Subscribers 1 subscriber
  • Views 6169 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

autoupdate fails

ITguy

Hi,

I'm looking for an answer to this issue.

This is a standalone version, unmanaged.

The system is a windows server 2003, sp 2.

The symptoms are very similar to the ones described in this article-

http://www.sophos.com/support/knowledgebase/article/28841.html

The updates window displays "could not contact server".

Here are the entries from the updates log file-

Message: AutoUpdate finished
Module: ALUpdate
Process ID: 2228
Thread ID: 2684

Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 2228
Thread ID: 2684

Message: Downloading phase completed
Module: ALUpdate
Process ID: 2228
Thread ID: 2684

Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2228
Thread ID: 2684

Message: Downloading product Sophos AutoUpdate from server http://xxxxx/xxxxx/
Module: CIDUpdate
Process ID: 2228
Thread ID: 2684

Message: ERROR:   Download of SAVXP failed from server http://xxxxxx/xxxxxx/
Module: CIDUpdate
Process ID: 2228
Thread ID: 2684

Message: Downloading product SAVXP from server http://xxxxxx/xxxxxx/
Module: CIDUpdate
Process ID: 2228
Thread ID: 2684

Message: ***************          Sophos AutoUpdate started          ***************
Module: ALUpdate
Process ID: 2228
Thread ID: 2684

I noted that in the article I referred to above, the number 3 under "what to do" suggests to check if the ALUpdate.exe appears in the task manager, when selecting "update now".  I noticed it does not, on this system.  I do have other working systems with the same version and configurations, and the ALUpdate.exe does appear in the task manager, when selecting "update now".  I'm hoping this might be a useful clue.  The article does not list a suggestion for what to do if it fails this particular test, it only describes the test.

Things I've already tried- uninstalling/reinstalling sophos and autoupdate, re entering the authentication credentials, verifying the system has access to the web site via ie, verifying the existance of the user account SophosSAUxxx0, checking/verifying the contents of the file 'TopLevelCatalogue.dat' as referred to in the above article, and copying over the contents of the directory C:\Program Files\Sophos\Autoupdate\Config from another working system.

If any more information is needed, let me know.  I'm hoping this turns out to be a simple issue.

ITguy

:2855


This thread was automatically locked due to age.
  • 0

    Hi,

    It looks to have failed to download the SAVXP package but didn't complain abount the AutoUpdate package, which suggests that the process Alupdate.exe must have run during the update, also the module "Alupdate" is logged.  To confirm this, If you use Process Explorer (http://live.sysinternals.com/procexp.exe) for example in tree mode, when clicking update now, you should see the AutoUpdate service (alsvc.exe) spawn the Alupdate.exe process.

    The better log file to check would be the trace log of AutoUpdate.  This file can be found in "\ProgramData\Sophos\AutoUpdate\Logs\" as the latest file of the 4 named ALUpdate<dateandtimestamp>.log.  If you open it in a text editor and search up the file from the bottom (to get the last update) for the text:

    ALUpdate(AutoUpdate.Started)

    You can see what the error message given is on the SAVXP package on the next few lines.

    I hope this helps to get you an error code\message.

    Thanks

    Jak

    :2857
  • 0

    Hi,

    Found the log file you referred to, and posted the entries.

    I edited out the actual host name, for security purposes.

    I first tried to post all the log entries, but found that errored out, because of your system limit of characters/message.

    So, I instead just started with the line that looks to me like where it starts to complain.

    If more entry lines are needed to diagnos, let me know and I could post in a separate message.

    Thanks for looking at this, hope it leads to a fix.

    ITguy

    Trace(2010-May-08 17:37:56): ALUpdate(AutoUpdate.Started):

    (lines edited out)

    Trace(2010-May-08 17:38:08): CIDSyncCallback, SynchronisationTerminated - Code = -2147217659
    Trace(2010-May-08 17:38:08): CIDSyncCallback, SynchronisationTerminated - MapFile = c:\Program Files\Sophos\AutoUpdate\cache\savxp.map
    Trace(2010-May-08 17:38:10): CIDUpdateLocation::SyncProduct: Failed to update product (SAVXP) from "http://xxxxxx/xxxxxx/", Error is :CIDSYNC_E_CIDSWAPERROR (Could not swap temporary and local CID directories.)
    Trace(2010-May-08 17:38:10): CIDUpdate(CIDDownloadFailed): SAVXP, http://xxxxxx/xxxxxx/
    Trace(2010-May-08 17:38:10): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
    Trace(2010-May-08 17:38:10): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
    Trace(2010-May-08 17:38:10): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2010-May-08 17:38:10): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2010-May-08 17:38:10): Path to decode files to: C:\WINDOWS\TEMP\sophos_autoupdate1.dir\1273365490
    Trace(2010-May-08 17:38:10): Using top level catalogue sdds.esc9
    Trace(2010-May-08 17:38:10): SDDSUpdateLocation, constructor start
    Trace(2010-May-08 17:38:10): locConfig.m_server = http://xxxxxx/xxxxxx/
    Trace(2010-May-08 17:38:10): Calling check on source.m_address.m_path = http://xxxxxx/xxxxxx/
    Trace(2010-May-08 17:38:10): Calling package_source_init
    Trace(2010-May-08 17:38:10): Creating package source to represent parent
    Trace(2010-May-08 17:38:10): Create package source to represent local cache
    Trace(2010-May-08 17:38:10): SDDSUpdateLocation::Constructor finished
    Trace(2010-May-08 17:38:10): TrySyncProduct, Calling BeginSync
    Trace(2010-May-08 17:38:10): SDDSUpdateLocation caught exception from BeginSync: Cannot create stream (404) http://xxxxxx/xxxxxx/catalogue/sdds.esc9.xml GetLastError returned 0
    Trace(2010-May-08 17:38:10): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
    Trace(2010-May-08 17:38:10): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
    Trace(2010-May-08 17:38:10): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
    Trace(2010-May-08 17:38:10): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
    Trace(2010-May-08 17:38:10): Calling package_source_init
    Trace(2010-May-08 17:38:10): TrySyncProduct, Calling BeginSync
    Trace(2010-May-08 17:38:10): File escdp.dat not found. Return code 0x80040f04
    Trace(2010-May-08 17:38:10): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2010-May-08 17:38:10): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate
    Trace(2010-May-08 17:38:10): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, http://xxxxxx/xxxxxx/
    Trace(2010-May-08 17:38:10): Checksum found in master.upd matches cached cidsync.upd : 2443b62e. Skipping download
    Trace(2010-May-08 17:38:10): CIDUpdate(PrimarySuccess):
    Trace(2010-May-08 17:38:10): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 1
    Trace(2010-May-08 17:38:10): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 1
    Trace(2010-May-08 17:38:10): ALUpdate(DownloadEnded):
    Trace(2010-May-08 17:38:10): UpdateCoordinator::UpdateNow: About to Action list of products
    Trace(2010-May-08 17:38:10): ALUpdate(Action.Skipped): Sophos AutoUpdate
    Trace(2010-May-08 17:38:10): RMSMessageHandler: ALUpdateEnd
    Trace(2010-May-08 17:38:10): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>SAVXP</Insert><Insert>http://xxxxxx/xxxxxx/&lt;/Insert></ErrorMessage><ReadableMessage>ERROR:   Download of SAVXP failed from server http://xxxxxx/xxxxxx/</ReadableMessage></Config>
    Trace(2010-May-08 17:38:10): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>SAVXP</Insert><Insert>http://xxxxxx/xxxxxx/&lt;/Insert></ErrorMessage><ReadableMessage>ERROR:   Download of SAVXP failed from server http://xxxxxx/xxxxxx/</ReadableMessage></Config>
    Trace(2010-May-08 17:38:10): IPCSender::ProcessSend: Listener not ready starting to wait
    Trace(2010-May-08 17:38:11): IPCSender::ProcessSend exiting

    :2858
  • 0

    Hi Jak,

    Many thanks, that information fixed the issue.

    I do find something curious- we have 3 other systems set up the same way, but this one was the only one that had the issue.

    Given that, one of the things I looked at was, if this one had something different in the configurations from the other three.

    The indexing service was configured the same way (regarding the sophos cache directory) in all the systems.

    Go figure?

    ITguy

    :2876
Unfiltered HTML