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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


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  • 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
Reply
  • 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
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