I have a standalone Sophos client which is failing to update and shows connecting to server, but never connects when I manually run the update.
iconfig file shows ConnectionAddress=http://es-web-2.sophos.com/update/.
I am unable to ping or resolve this address. Can you confirm if this address is correct?
Update log:-
Hello tharun518,
did it ever update or does it fail since "day one"? Are the credentials correct you are using (must be those from the License Schedule)?
Forget this address, it's not the problem. As I see es-web-2 - which Sophos Endpoint version is this?
The normal updating log doesn't tell much, just that it failed. Please check the detailed ALUpdate log.
Christian
ALUpdate log.
Trace(2017-Mar-07 10:10:13): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
Trace(2017-Mar-07 10:10:33): Out of sources
Trace(2017-Mar-07 10:10:33): Failed: SDDS2 CheckResubscription failed
Trace(2017-Mar-07 10:10:33): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2017-Mar-07 10:10:33): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2017-Mar-07 10:10:33): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
Trace(2017-Mar-07 10:10:33): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2017-Mar-07 10:10:33): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2017-Mar-07 10:10:33): Bandwidth limit set to 256
Trace(2017-Mar-07 10:10:33): SULUpdateLocation created!
Trace(2017-Mar-07 10:10:33): TrySyncProduct, Calling BeginSync
Trace(2017-Mar-07 10:10:33): SULUpdateLocation: BeginSync
Trace(2017-Mar-07 10:10:33): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2017-Mar-07 10:10:33): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2017-Mar-07 10:10:33): Calling SULDownloader Setup...
Trace(2017-Mar-07 10:10:33): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2017-Mar-07 10:10:33): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2017-Mar-07 10:10:33): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2017-Mar-07 10:10:33): server = sophos
Trace(2017-Mar-07 10:10:33): Adding Sophos Update Location: dci.sophosupd.com/update
Trace(2017-Mar-07 10:10:33): Adding Sophos Update Location: dci.sophosupd.net/update
Trace(2017-Mar-07 10:10:33): No manually configured proxy.
Trace(2017-Mar-07 10:10:33): SULDownloader setup successful.
Trace(2017-Mar-07 10:10:33): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
Trace(2017-Mar-07 10:10:53): Out of sources
Trace(2017-Mar-07 10:10:53): Failed: SDDS2 CheckResubscription failed
Trace(2017-Mar-07 10:10:53): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2017-Mar-07 10:10:53): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2017-Mar-07 10:10:53): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
Trace(2017-Mar-07 10:10:53): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2017-Mar-07 10:10:53): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2017-Mar-07 10:10:53): Bandwidth limit set to 256
Trace(2017-Mar-07 10:10:53): SULUpdateLocation created!
Trace(2017-Mar-07 10:10:53): TrySyncProduct, Calling BeginSync
Trace(2017-Mar-07 10:10:53): SULUpdateLocation: BeginSync
Trace(2017-Mar-07 10:10:53): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2017-Mar-07 10:10:53): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2017-Mar-07 10:10:53): Calling SULDownloader Setup...
Trace(2017-Mar-07 10:10:53): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2017-Mar-07 10:10:53): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2017-Mar-07 10:10:53): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2017-Mar-07 10:10:53): server = sophos
Trace(2017-Mar-07 10:10:53): Adding Sophos Update Location: dci.sophosupd.com/update
Trace(2017-Mar-07 10:10:53): Adding Sophos Update Location: dci.sophosupd.net/update
Trace(2017-Mar-07 10:10:53): No manually configured proxy.
Trace(2017-Mar-07 10:10:53): SULDownloader setup successful.
Trace(2017-Mar-07 10:10:53): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
Trace(2017-Mar-07 10:11:12): Out of sources
Trace(2017-Mar-07 10:11:12): Failed: SDDS2 CheckResubscription failed
Trace(2017-Mar-07 10:11:12): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2017-Mar-07 10:11:12): ALUpdate():
Trace(2017-Mar-07 10:11:12): ALUpdate(DownloadEnded):
Trace(2017-Mar-07 10:11:12): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2017-Mar-07 10:11:13): RMSMessageHandler: ALUpdateEnd
Trace(2017-Mar-07 10:11:13): 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(2017-Mar-07 10:11:13): 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(2017-Mar-07 10:11:13): IPCSender::ProcessSend: Send 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(2017-Mar-07 10:11:13): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2017-Mar-07 10:11:14): IPCSender::ProcessSend exiting
Hello tharun518,
thanks. Can you resolve dci.sophosupd.com and dci.sophosupd.net and open http://dci.sophosupd.com/update from this computer? Looks like AutoUpdate can't connect to these addresses. As this is a stand-alone install you don't need a proxy, do you?
Christian
Hello tharun518,
not opening means you get an empty page but not an error like Server not found?
It takes about 30 seconds until the Out of sources message is issued, can't say if it can connect but doesn't receive a response or the connection attempt times out. Did it work before? Personally I'd use Wireshark to check.
Christian
Hello tharun518,
thanks again - and sorry, I'm dense today. Simply test with http://dci.sophosupd.com - it should respond with
Connection Successful
Anyway, apparently a connection can be established. It doesn't show whether AutoUpdate's request times out, receives a 404, some other error, or unexpected data. Looks more like an issue on the backend (provided it has worked before).
Christian
URL http://dci.sophosupd.com is working for me and getting the same page. The one I tried earlier was dci.sophosupd.com/update
Hello tharun518,
if it did work before (you still haven't answered this question [:)]) it's likely a transient issue with the CDN. If not a packet trace could give some hint. Dunno if AutoUpdate has an option to enable verbose logging - I'd have to look around but it'll take some time.
Christian
Before we was using managed sophos version. Just moved to standalone alone version 2 days back and issue started. So earlier clients were contacting our local server for updates.
How do we resolve this if it is a CDN issue? Try for last 2 days to make this work.
Hello tharun518,
two days is very likely not the CDN. How did you move to standalone? You uninstalled completely before installing SA, didn't you? Oh, BTW, and why the SA version, what's the benefit?
I don't manage SA installations (forgive the bad pun) so I don't have much experience with them. Won't rule out that some leftovers are the cause even though I don't really think so. Perhaps one of the newer debug logs contains some more information.
Christian
Hello tharun518,
two days is very likely not the CDN. How did you move to standalone? You uninstalled completely before installing SA, didn't you? Oh, BTW, and why the SA version, what's the benefit?
I don't manage SA installations (forgive the bad pun) so I don't have much experience with them. Won't rule out that some leftovers are the cause even though I don't really think so. Perhaps one of the newer debug logs contains some more information.
Christian
