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Client AutoUpdate has expired

Hi ,

I've a issue with client machine , client have manager by SEC, SEC license is working , but now client show license has expired message .

I collect sdu log and find sau setup log :

28-03-2017 15:28:28 Successfully requested Sophos Endpoint Defense disable tamper protection of SAU.
28-03-2017 15:28:28 Updating credentials have expired.
28-03-2017 15:28:28 Adding registry key for SophosAlert.exe: cmd.exe /c IF EXIST "C:\Program Files\Sophos\AutoUpdate\SophosAlert.exe" start "Sophos" /B "C:\Program Files\Sophos\AutoUpdate\SophosAlert.exe"
28-03-2017 15:28:28 Successfully registered for tamper protection with Sophos Endpoint Defense.
28-03-2017 15:28:28 Error: Unknown exception

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0 QC over 7 years ago

Hello YuzenChen,

which version is running on this endpoint - and only one machine shows this?
It does update from the management server (UNC or HTTP?) because the message looks like one from a stand-alone version?

Christian
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0 YuzenChen over 7 years ago in reply to QC

HI Christian,

Endpoint version is v10.6.4 , and it happened not only one , it more than 500u.

It update from SEC (UNC) , not stand-alone version.
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0 QC over 7 years ago in reply to YuzenChen

Hello YuzenChen,

please go to the My Account page, if you have added your product credential it should show you the license dates. You say he console (Update Managers view) doesn't show any errors?

Christian
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0 YuzenChen over 7 years ago in reply to QC

Hi Christian ,

Thank you reply , i take ticket with support and remote session , root cause seem client AutoUpdate agent issue , because now New SAU version is 5.4 , but client SAU agent version is 5.2 .

So , Client cannot update SAU from console with SAU 5.4, need re-install that sau can update .
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0 YuzenChen over 7 years ago in reply to QC

Hi Christian ,

Thank you reply , i take ticket with support and remote session , root cause seem client AutoUpdate agent issue , because now New SAU version is 5.4 , but client SAU agent version is 5.2 .

So , Client cannot update SAU from console with SAU 5.4, need re-install that sau can update .
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