Hello Robert Calder,

could you please be a little bit more specific? There are many install files that can be downloaded (from where did you download it?). Maybe we then can find out which server it tries to contact and why this fails.

Christian

Downloading the escw_107_sa_sfx(1).exe file and running it.  Logged into my Sophos Account and downloaded it. I have a valid 250 user license for Endpoint.

Could you try to web to http://dci.sophosupd.com/ ? 

You should see 

Sophos dci Site

Connection Successful

That will let us know if your system is able to get the updates site. 

Hello Robert Calder,

escw_107_sa_sfx.exe
I see, This is part of Endpoint Protection managed by your own server (Sophos Enterprise Console). If you are able to download it you have associated your license credentials with your SophosID. BTW - do you have SEC already installed? If not, why?
Guess it suggests Sophos as update location - which username/password did you enter, those from he license schedule?

Christian

We just wanted to update from Sophos instead of setting up our own server.  I did enter the username and password from the license schedule.  I have this installed on over 200 machines and I just checked my own machine and the update states that there are no files needed.  I have run into this problem with updating on several other systems as well.  We have a mix of Windows 7, 8.1 and 10 Professional machines and there is no identifiable similarity on the systems that fail.

Hello Robert Calder,

if you don't want to set up your own server this isn't the right product for you. For one thing it isn't intended to be used this way (all endpoints updating from the CDN infrastructure) and furthermore you forego the ability to centrally manage your endpoints. You should reconsider your decision.

Of course it's possible to troubleshoot the failures - there might or there might not be a pattern so that you could apply a solution to several endpoints. But first and foremost you should assess whether SESC is indeed the right choice for you.

Christian

We switched from Symantec Endpoint and you could either set it up as server managed or managed locally.  I thought when I purchased these licenses that this could be used the same way.  If not Endpoint then what product would you recommend for my situation?

Hello Robert Calder,

you can manage your endpoints locally (well, actually each endpoint is individually administrated by a some local or domain admin). Indeed only SESC permits optional stand-alone endpoints.
But what's so bad about central management? 200 endpoints (systems) - all more or less "personal" computers but you have to make sure that common applications work?

Christian

It is just the nature of our network that I find it better if it could update VIA the local admin that is logged in.  Is there a way that you could help me troubleshoot why this system is not updating?

Hello Robert Calder,

if it could update VIA the local admin
not sure what you mean by that. Both detection data and software are automatically updated as long as there is a connection. You don't have a server where you could install SEC?

As for troubleshooting: The ALUpdate log should have some details. If you can't spot the error or it doesn't make sense to you then upload the log here.

Christian

The students here at the school are not onsite for a good portion of the year so I want the systems to be able to update while offsite where they cannot access our internal server.  I do not have a logs folder in the C:\Program Files(x86)\Sophos\AutoUpdate directory.

The students here at the school are not onsite for a good portion of the year so I want the systems to be able to update while offsite where they cannot access our internal server.  I do not have a logs folder in the C:\Program Files(x86)\Sophos\AutoUpdate directory.

Hello Robert Calder,

maybe the pros and cons of different options should be discussed in an own thread.

C:\Program Files(x86)
Heck! Sorry, I didn't read the article carefully (knowing where the logs are), it's wrong. They used to be there years ago, they're now under %ProgramData% ....

Christian

Here is a log entry for one of the update attempts.

Time: 6/2/2017 13:38:17

Message: AutoUpdate finished

Module: ALUpdate

Process ID: 5212

Thread ID: 3816

Time: 6/2/2017 13:38:16

Message: Downloading phase completed

Module: ALUpdate

Process ID: 5212

Thread ID: 3816

Time: 6/2/2017 13:38:16

Message: ERROR:   Could not find a source for updated packages

Module: ALUpdate

Process ID: 5212

Thread ID: 3816

Time: 6/2/2017 13:38:16

Message: ERROR:   Download of Sophos Endpoint Security and Control failed from server sophos

Module: SDDS2Update

Process ID: 5212

Thread ID: 3816

Time: 6/2/2017 13:38:01

Message: Downloading product Sophos Endpoint Security and Control from server sophos

Module: SDDS2Update

Process ID: 5212

Thread ID: 3816

Time: 6/2/2017 13:38:01

Message: ERROR:   Download of Sophos Endpoint Security and Control failed from server sophos

Module: SDDS2Update

Process ID: 5212

Thread ID: 3816

Time: 6/2/2017 13:37:46

Message: Downloading product Sophos Endpoint Security and Control from server sophos

Module: SDDS2Update

Process ID: 5212

Thread ID: 3816

Time: 6/2/2017 13:37:46

Message: ERROR:   Download of Sophos Endpoint Security and Control failed from server sophos

Module: SDDS2Update

Process ID: 5212

Thread ID: 3816

Time: 6/2/2017 13:37:32

Message: Downloading product Sophos Endpoint Security and Control from server sophos

Module: SDDS2Update

Process ID: 5212

Thread ID: 3816

Time: 6/2/2017 13:37:32

Message: ERROR:   Download of Sophos Endpoint Security and Control failed from server sophos

Module: SDDS2Update

Process ID: 5212

Thread ID: 3816

Time: 6/2/2017 13:37:17

Message: Downloading product Sophos Endpoint Security and Control from server sophos

Module: SDDS2Update

Process ID: 5212

Thread ID: 3816

Time: 6/2/2017 13:37:17

Message: ERROR:   Download of Sophos Endpoint Security and Control failed from server sophos

Module: SDDS2Update

Process ID: 5212

Thread ID: 3816

Time: 6/2/2017 13:37:02

Message: Downloading product Sophos Endpoint Security and Control from server sophos

Module: SDDS2Update

Process ID: 5212

Thread ID: 3816

Time: 6/2/2017 13:37:02

Message: ***************          Sophos AutoUpdate started          ***************

Module: ALUpdate

Process ID: 5212

Thread ID: 3816

Hello Robert Calder,

thanks, confirms that it's trying to update from Sophos (thought it's with a capital S), the necessary details are only in the ALUpdate<timestamp> logs though. Could you ...?

Christian

Sorry, I know that this is an old post but I was wondering if we could pick it up at this point.

After your acknowledging that it is trying to contact the Sophos server for updates, what other information can I provide to troubleshoot further?