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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,

    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
Reply
  • 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
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