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Updates keep failing

Robert Calder

I install the endpoint from a flash drive that I have the downloaded install file and during the installation I enter the correct username and password.  The packages appear to be downloading as it increments from updates 1 through 4 but the whole time it says contacting server and then errors out with "could not contact server"



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  • 0 in reply to QC

    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.

  • 0 in reply to Robert Calder

    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

  • 0 in reply to QC

    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

  • 0 in reply to Robert Calder

    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

  • 0 in reply to QC

    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?

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