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standalone Sophos Update Fails - Version 10.7 Endpoint Security and Control

Time: 02/06/2017 19:45:28
Message: ERROR: Could not find a source for updated packages
Module: ALUpdate
Process ID: 1192
Thread ID: 1332
Update keeps failing - internet connection fine. used to work ok
Any ideas on a fix?
This thread was automatically locked due to age.
Parents
0 jak over 7 years ago

Can you attach/link the last alupdate log from:
\programdata\sophos\autoupdate\logs\

Regards,

Jak
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0 Alison Banks over 7 years ago in reply to jak
Is this what you needed?
Fullscreen ALUpdate Latest.txt Download
Trace(2017-Jun-02 20:13:24): ALUpdate started: -ScheduledUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
Trace(2017-Jun-02 20:13:24): Process security set successfully
Trace(2017-Jun-02 20:13:24): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
Trace(2017-Jun-02 20:13:24): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
Trace(2017-Jun-02 20:13:24): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
Trace(2017-Jun-02 20:13:24): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2017-Jun-02 20:13:24): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2017-Jun-02 20:13:24): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
Trace(2017-Jun-02 20:13:24): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
Trace(2017-Jun-02 20:13:24): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2017-Jun-02 20:13:24): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2017-Jun-02 20:13:24): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2017-Jun-02 20:13:24): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2017-Jun-02 20:13:24): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
Trace(2017-Jun-02 20:13:24): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
Trace(2017-Jun-02 20:13:24): Computer is a not possible cluster
Trace(2017-Jun-02 20:13:24): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2017-Jun-02 20:13:24): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2017-Jun-02 20:13:24): Considering subscribed products.
Trace(2017-Jun-02 20:13:24): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2017-Jun-02 20:13:24): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2017-Jun-02 20:13:24): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2017-Jun-02 20:13:24): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2017-Jun-02 20:13:24): Considering product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
Trace(2017-Jun-02 20:13:24): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is not already subscribed.
Trace(2017-Jun-02 20:13:24): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} was added to the list.
Trace(2017-Jun-02 20:13:24): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is removable.
Trace(2017-Jun-02 20:13:24): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} was added to the list.
Trace(2017-Jun-02 20:13:24): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is optional.
Trace(2017-Jun-02 20:13:24): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is removable.
Trace(2017-Jun-02 20:13:24): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2017-Jun-02 20:13:24): GenerateCustomerID: complete
Trace(2017-Jun-02 20:13:24): Computer is a not possible cluster
Trace(2017-Jun-02 20:13:24): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2017-Jun-02 20:13:25): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2017-Jun-02 20:13:25): IPCSender::ProcessSend started
Trace(2017-Jun-02 20:13:25): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2017-Jun-02 20:13:25): RMSMessageHandler: ALUpdateStart
Trace(2017-Jun-02 20:13:25): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2017-Jun-02 20:13:25): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2017-Jun-02 20:13:25): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2017-Jun-02 20:13:25): ALUpdate(AutoUpdate.Started): 
Trace(2017-Jun-02 20:13:25): UpdateCoordinator::UpdateNow: Entering
Trace(2017-Jun-02 20:13:25): PopulateCache: Entering
Trace(2017-Jun-02 20:13:25): UpdateCoordinator::UpdateNow: current platform is WIN_7_X64
Trace(2017-Jun-02 20:13:25): ProductFactory::Create: SimpleProduct: {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2017-Jun-02 20:13:25): ProductFactory::Create: SAU Product
Trace(2017-Jun-02 20:13:25): ProductFactory::Create: SimpleProduct: {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
Trace(2017-Jun-02 20:13:25): ProductFactory::Create: SimpleProduct: {8087796B-2289-4897-98A5-58FF23DAAFD0}
Trace(2017-Jun-02 20:13:25): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2017-Jun-02 20:13:25): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2017-Jun-02 20:13:25): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 
Trace(2017-Jun-02 20:13:25): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2017-Jun-02 20:13:25): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2017-Jun-02 20:13:25): SULUpdateLocation created!
Trace(2017-Jun-02 20:13:25): TrySyncProduct, Calling BeginSync
Trace(2017-Jun-02 20:13:25): SULUpdateLocation: BeginSync
Trace(2017-Jun-02 20:13:25): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2017-Jun-02 20:13:25): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2017-Jun-02 20:13:25): Calling SULDownloader Setup...
Trace(2017-Jun-02 20:13:25): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2017-Jun-02 20:13:25): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2017-Jun-02 20:13:25): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2017-Jun-02 20:13:25): server = sophos
Trace(2017-Jun-02 20:13:25): Adding Sophos Update Location: http://dci.sophosupd.com/update
Trace(2017-Jun-02 20:13:25): Adding Sophos Update Location: http://dci.sophosupd.net/update
Trace(2017-Jun-02 20:13:25): No manually configured proxy.
Trace(2017-Jun-02 20:13:25): SULDownloader setup successful.
Trace(2017-Jun-02 20:13:25): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
Trace(2017-Jun-02 20:13:34): No resubscription attribute found.
Trace(2017-Jun-02 20:13:34): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
Trace(2017-Jun-02 20:13:34): Adding product filter 'savxp'.
Trace(2017-Jun-02 20:13:34): Adding product filter 'sau'.
Trace(2017-Jun-02 20:13:34): Adding product filter 'ssp'.
Trace(2017-Jun-02 20:13:34): Adding product filter 'ntp64'.
Trace(2017-Jun-02 20:13:34): Calling SULDownloader addFilter...
Trace(2017-Jun-02 20:13:34): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\savxp
Trace(2017-Jun-02 20:13:34): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\sau
Trace(2017-Jun-02 20:13:34): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\ssp
Trace(2017-Jun-02 20:13:34): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\ntp64
Trace(2017-Jun-02 20:13:34): Calling SULDownloader synchronise...
Trace(2017-Jun-02 20:14:08): [I96736] Looking for package StandaloneWindows RECOMMENDED 10
Trace(2017-Jun-02 20:14:08): [I45378] Found included product 4DB41E90-DC56-41DC-B91E-9B8E537489A8 3.0.4.125 
Trace(2017-Jun-02 20:14:08): [I45378] Found included product F8FFD42E-47AC-4CFF-9E27-EC84ED62128E 1.3.1.2 
Trace(2017-Jun-02 20:14:08): [I45378] Found included product E17FE03B-0501-4aaa-BC69-0129D965F311 10.7.2.49.3680.6195 
Trace(2017-Jun-02 20:14:08): [I45378] Found included product 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 5.7.220.220 
Trace(2017-Jun-02 20:14:08): [I49502] Found supplement USERAPPFEED LATEST 
Trace(2017-Jun-02 20:14:08): [I49502] Found supplement SDU RECOMMENDED 
Trace(2017-Jun-02 20:14:08): [I49502] Found supplement SXLSUP LATEST 2
Trace(2017-Jun-02 20:14:08): [I49502] Found supplement VDL LATEST 
Trace(2017-Jun-02 20:14:08): [I49502] Found supplement HIPS LATEST 
Trace(2017-Jun-02 20:14:08): [I49502] Found supplement TELEMSUP RECOMMENDED 
Trace(2017-Jun-02 20:14:08): [I49502] Found supplement IDE541 LATEST 
Trace(2017-Jun-02 20:14:08): [I49502] Found supplement IDE542 LATEST 
Trace(2017-Jun-02 20:14:08): [I49502] Found supplement IDE543 LATEST 
Trace(2017-Jun-02 20:14:08): [I19463] Syncing product StandaloneWindows 123
Trace(2017-Jun-02 20:14:08): [I19463] Syncing product 4DB41E90-DC56-41DC-B91E-9B8E537489A8 45
Trace(2017-Jun-02 20:14:08): [I19463] Syncing product F8FFD42E-47AC-4CFF-9E27-EC84ED62128E 36
Trace(2017-Jun-02 20:14:08): [I19463] Syncing product E17FE03B-0501-4aaa-BC69-0129D965F311 731
Trace(2017-Jun-02 20:14:08): [I19463] Syncing product 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 271
Trace(2017-Jun-02 20:14:08): [I19463] Syncing product USERAPPFEED 1
Trace(2017-Jun-02 20:14:08): [I19463] Syncing product SDU 30
Trace(2017-Jun-02 20:14:08): [I19463] Syncing product SXLSUP 12
Trace(2017-Jun-02 20:14:08): [I19463] Syncing product VDL 68
Trace(2017-Jun-02 20:14:08): [I19463] Syncing product HIPS 281
Trace(2017-Jun-02 20:14:08): [I19463] Syncing product TELEMSUP 6
Trace(2017-Jun-02 20:14:08): [I19463] Syncing product IDE541 139
Trace(2017-Jun-02 20:14:08): [I19463] Syncing product IDE542 17
Trace(2017-Jun-02 20:14:08): [I19463] Syncing product IDE543 1
Trace(2017-Jun-02 20:14:08): Distribute status failed: 4
Trace(2017-Jun-02 20:14:08): Synchronisation state: 3
Trace(2017-Jun-02 20:14:08): SDDS2Update(SDDS2DownloadFailed): Sophos Endpoint Security and Control, sophos
Trace(2017-Jun-02 20:14:08): TrySyncProduct<class SDDS2::SULUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2017-Jun-02 20:14:08): SULUpdateLocation: SyncProduct
Trace(2017-Jun-02 20:14:08): Synchronise connected but failed.
Trace(2017-Jun-02 20:14:08): TrySyncProduct<class SDDS2::SULUpdateLocation>, SyncProduct returned - 0
Trace(2017-Jun-02 20:14:08): SULUpdateLocation: EndSync
Trace(2017-Jun-02 20:14:08): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2017-Jun-02 20:14:08): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2017-Jun-02 20:14:08): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 
Trace(2017-Jun-02 20:14:08): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2017-Jun-02 20:14:08): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2017-Jun-02 20:14:08): SULUpdateLocation created!
Trace(2017-Jun-02 20:14:08): TrySyncProduct, Calling BeginSync
Trace(2017-Jun-02 20:14:08): SULUpdateLocation: BeginSync
Trace(2017-Jun-02 20:14:08): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2017-Jun-02 20:14:08): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2017-Jun-02 20:14:08): Calling SULDownloader Setup...
Trace(2017-Jun-02 20:14:08): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2017-Jun-02 20:14:08): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2017-Jun-02 20:14:08): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2017-Jun-02 20:14:08): server = sophos
Trace(2017-Jun-02 20:14:08): Adding Sophos Update Location: http://dci.sophosupd.com/update
Trace(2017-Jun-02 20:14:08): Adding Sophos Update Location: http://dci.sophosupd.net/update
Trace(2017-Jun-02 20:14:08): No manually configured proxy.
Trace(2017-Jun-02 20:14:08): SULDownloader setup successful.
Trace(2017-Jun-02 20:14:08): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
Trace(2017-Jun-02 20:14:09): No resubscription attribute found.
Trace(2017-Jun-02 20:14:09): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
Trace(2017-Jun-02 20:14:09): Adding product filter 'savxp'.
Trace(2017-Jun-02 20:14:09): Adding product filter 'sau'.
Trace(2017-Jun-02 20:14:09): Adding product filter 'ssp'.
Trace(2017-Jun-02 20:14:09): Adding product filter 'ntp64'.
Trace(2017-Jun-02 20:14:09): Calling SULDownloader addFilter...
Trace(2017-Jun-02 20:14:09): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\savxp
Trace(2017-Jun-02 20:14:09): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\sau
Trace(2017-Jun-02 20:14:09): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\ssp
Trace(2017-Jun-02 20:14:09): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\ntp64
Trace(2017-Jun-02 20:14:09): Calling SULDownloader synchronise...
Trace(2017-Jun-02 20:14:15): [I96736] Looking for package StandaloneWindows RECOMMENDED 10
Trace(2017-Jun-02 20:14:15): [I45378] Found included product 4DB41E90-DC56-41DC-B91E-9B8E537489A8 3.0.4.125 
Trace(2017-Jun-02 20:14:15): [I45378] Found included product F8FFD42E-47AC-4CFF-9E27-EC84ED62128E 1.3.1.2 
Trace(2017-Jun-02 20:14:15): [I45378] Found included product E17FE03B-0501-4aaa-BC69-0129D965F311 10.7.2.49.3680.6195 
Trace(2017-Jun-02 20:14:15): [I45378] Found included product 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 5.7.220.220 
Trace(2017-Jun-02 20:14:15): [I49502] Found supplement USERAPPFEED LATEST 
Trace(2017-Jun-02 20:14:15): [I49502] Found supplement SDU RECOMMENDED 
Trace(2017-Jun-02 20:14:15): [I49502] Found supplement SXLSUP LATEST 2
Trace(2017-Jun-02 20:14:15): [I49502] Found supplement VDL LATEST 
Trace(2017-Jun-02 20:14:15): [I49502] Found supplement HIPS LATEST 
Trace(2017-Jun-02 20:14:15): [I49502] Found supplement TELEMSUP RECOMMENDED 
Trace(2017-Jun-02 20:14:15): [I49502] Found supplement IDE541 LATEST 
Trace(2017-Jun-02 20:14:15): [I49502] Found supplement IDE542 LATEST 
Trace(2017-Jun-02 20:14:15): [I49502] Found supplement IDE543 LATEST 
Trace(2017-Jun-02 20:14:15): [I19463] Syncing product StandaloneWindows 123
Trace(2017-Jun-02 20:14:15): [I19463] Syncing product 4DB41E90-DC56-41DC-B91E-9B8E537489A8 45
Trace(2017-Jun-02 20:14:15): [I19463] Syncing product F8FFD42E-47AC-4CFF-9E27-EC84ED62128E 36
Trace(2017-Jun-02 20:14:15): [I19463] Syncing product E17FE03B-0501-4aaa-BC69-0129D965F311 731
Trace(2017-Jun-02 20:14:15): [I19463] Syncing product 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 271
Trace(2017-Jun-02 20:14:15): [I19463] Syncing product USERAPPFEED 1
Trace(2017-Jun-02 20:14:15): [I19463] Syncing product SDU 30
Trace(2017-Jun-02 20:14:15): [I19463] Syncing product SXLSUP 12
Trace(2017-Jun-02 20:14:15): [I19463] Syncing product VDL 68
Trace(2017-Jun-02 20:14:15): [I19463] Syncing product HIPS 281
Trace(2017-Jun-02 20:14:15): [I19463] Syncing product TELEMSUP 6
Trace(2017-Jun-02 20:14:15): [I19463] Syncing product IDE541 139
Trace(2017-Jun-02 20:14:15): [I19463] Syncing product IDE542 17
Trace(2017-Jun-02 20:14:15): [I19463] Syncing product IDE543 1
Trace(2017-Jun-02 20:14:15): Distribute status failed: 4
Trace(2017-Jun-02 20:14:15): Synchronisation state: 3
Trace(2017-Jun-02 20:14:15): SDDS2Update(SDDS2DownloadFailed): Sophos Endpoint Security and Control, sophos
Trace(2017-Jun-02 20:14:15): TrySyncProduct<class SDDS2::SULUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2017-Jun-02 20:14:15): SULUpdateLocation: SyncProduct
Trace(2017-Jun-02 20:14:15): Synchronise connected but failed.
Trace(2017-Jun-02 20:14:15): TrySyncProduct<class SDDS2::SULUpdateLocation>, SyncProduct returned - 0
Trace(2017-Jun-02 20:14:15): SULUpdateLocation: EndSync
Trace(2017-Jun-02 20:14:15): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2017-Jun-02 20:14:15): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2017-Jun-02 20:14:15): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 
Trace(2017-Jun-02 20:14:15): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2017-Jun-02 20:14:15): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2017-Jun-02 20:14:15): SULUpdateLocation created!
Trace(2017-Jun-02 20:14:15): TrySyncProduct, Calling BeginSync
Trace(2017-Jun-02 20:14:15): SULUpdateLocation: BeginSync
Trace(2017-Jun-02 20:14:15): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2017-Jun-02 20:14:15): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2017-Jun-02 20:14:15): Calling SULDownloader Setup...
Trace(2017-Jun-02 20:14:15): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2017-Jun-02 20:14:15): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2017-Jun-02 20:14:15): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2017-Jun-02 20:14:15): server = sophos
Trace(2017-Jun-02 20:14:15): Adding Sophos Update Location: http://dci.sophosupd.com/update
Trace(2017-Jun-02 20:14:15): Adding Sophos Update Location: http://dci.sophosupd.net/update
Trace(2017-Jun-02 20:14:15): No manually configured proxy.
Trace(2017-Jun-02 20:14:15): SULDownloader setup successful.
Trace(2017-Jun-02 20:14:15): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
Trace(2017-Jun-02 20:14:19): No resubscription attribute found.
Trace(2017-Jun-02 20:14:19): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
Trace(2017-Jun-02 20:14:19): Adding product filter 'savxp'.
Trace(2017-Jun-02 20:14:19): Adding product filter 'sau'.
Trace(2017-Jun-02 20:14:19): Adding product filter 'ssp'.
Trace(2017-Jun-02 20:14:19): Adding product filter 'ntp64'.
Trace(2017-Jun-02 20:14:19): Calling SULDownloader addFilter...
Trace(2017-Jun-02 20:14:19): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\savxp
Trace(2017-Jun-02 20:14:19): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\sau
Trace(2017-Jun-02 20:14:19): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\ssp
Trace(2017-Jun-02 20:14:19): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\ntp64
Trace(2017-Jun-02 20:14:19): Calling SULDownloader synchronise...
Trace(2017-Jun-02 20:14:24): [I96736] Looking for package StandaloneWindows RECOMMENDED 10
Trace(2017-Jun-02 20:14:24): [I45378] Found included product 4DB41E90-DC56-41DC-B91E-9B8E537489A8 3.0.4.125 
Trace(2017-Jun-02 20:14:24): [I45378] Found included product F8FFD42E-47AC-4CFF-9E27-EC84ED62128E 1.3.1.2 
Trace(2017-Jun-02 20:14:24): [I45378] Found included product E17FE03B-0501-4aaa-BC69-0129D965F311 10.7.2.49.3680.6195 
Trace(2017-Jun-02 20:14:24): [I45378] Found included product 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 5.7.220.220 
Trace(2017-Jun-02 20:14:24): [I49502] Found supplement USERAPPFEED LATEST 
Trace(2017-Jun-02 20:14:24): [I49502] Found supplement SDU RECOMMENDED 
Trace(2017-Jun-02 20:14:24): [I49502] Found supplement SXLSUP LATEST 2
Trace(2017-Jun-02 20:14:24): [I49502] Found supplement VDL LATEST 
Trace(2017-Jun-02 20:14:24): [I49502] Found supplement HIPS LATEST 
Trace(2017-Jun-02 20:14:24): [I49502] Found supplement TELEMSUP RECOMMENDED 
Trace(2017-Jun-02 20:14:24): [I49502] Found supplement IDE541 LATEST 
Trace(2017-Jun-02 20:14:24): [I49502] Found supplement IDE542 LATEST 
Trace(2017-Jun-02 20:14:24): [I49502] Found supplement IDE543 LATEST 
Trace(2017-Jun-02 20:14:24): [I19463] Syncing product StandaloneWindows 123
Trace(2017-Jun-02 20:14:24): [I19463] Syncing product 4DB41E90-DC56-41DC-B91E-9B8E537489A8 45
Trace(2017-Jun-02 20:14:24): [I19463] Syncing product F8FFD42E-47AC-4CFF-9E27-EC84ED62128E 36
Trace(2017-Jun-02 20:14:24): [I19463] Syncing product E17FE03B-0501-4aaa-BC69-0129D965F311 731
Trace(2017-Jun-02 20:14:24): [I19463] Syncing product 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 271
Trace(2017-Jun-02 20:14:24): [I19463] Syncing product USERAPPFEED 1
Trace(2017-Jun-02 20:14:24): [I19463] Syncing product SDU 30
Trace(2017-Jun-02 20:14:24): [I19463] Syncing product SXLSUP 12
Trace(2017-Jun-02 20:14:24): [I19463] Syncing product VDL 68
Trace(2017-Jun-02 20:14:24): [I19463] Syncing product HIPS 281
Trace(2017-Jun-02 20:14:24): [I19463] Syncing product TELEMSUP 6
Trace(2017-Jun-02 20:14:24): [I19463] Syncing product IDE541 139
Trace(2017-Jun-02 20:14:24): [I19463] Syncing product IDE542 17
Trace(2017-Jun-02 20:14:24): [I19463] Syncing product IDE543 1
Trace(2017-Jun-02 20:14:24): Distribute status failed: 4
Trace(2017-Jun-02 20:14:24): Synchronisation state: 3
Trace(2017-Jun-02 20:14:24): SDDS2Update(SDDS2DownloadFailed): Sophos Endpoint Security and Control, sophos
Trace(2017-Jun-02 20:14:24): TrySyncProduct<class SDDS2::SULUpdateLocation>, Calling SyncProduct with {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
Trace(2017-Jun-02 20:14:24): SULUpdateLocation: SyncProduct
Trace(2017-Jun-02 20:14:24): Synchronise connected but failed.
Trace(2017-Jun-02 20:14:24): TrySyncProduct<class SDDS2::SULUpdateLocation>, SyncProduct returned - 0
Trace(2017-Jun-02 20:14:24): SULUpdateLocation: EndSync
Trace(2017-Jun-02 20:14:24): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2017-Jun-02 20:14:24): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2017-Jun-02 20:14:24): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started: 
Trace(2017-Jun-02 20:14:24): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2017-Jun-02 20:14:24): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2017-Jun-02 20:14:24): SULUpdateLocation created!
Trace(2017-Jun-02 20:14:24): TrySyncProduct, Calling BeginSync
Trace(2017-Jun-02 20:14:24): SULUpdateLocation: BeginSync
Trace(2017-Jun-02 20:14:24): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2017-Jun-02 20:14:24): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2017-Jun-02 20:14:24): Calling SULDownloader Setup...
Trace(2017-Jun-02 20:14:24): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2017-Jun-02 20:14:24): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2017-Jun-02 20:14:24): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2017-Jun-02 20:14:24): server = sophos
Trace(2017-Jun-02 20:14:24): Adding Sophos Update Location: http://dci.sophosupd.com/update
Trace(2017-Jun-02 20:14:24): Adding Sophos Update Location: http://dci.sophosupd.net/update
Trace(2017-Jun-02 20:14:24): No manually configured proxy.
Trace(2017-Jun-02 20:14:24): SULDownloader setup successful.
Trace(2017-Jun-02 20:14:24): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
Trace(2017-Jun-02 20:14:26): No resubscription attribute found.
Trace(2017-Jun-02 20:14:26): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
Trace(2017-Jun-02 20:14:26): Adding product filter 'savxp'.
Trace(2017-Jun-02 20:14:26): Adding product filter 'sau'.
Trace(2017-Jun-02 20:14:26): Adding product filter 'ssp'.
Trace(2017-Jun-02 20:14:26): Adding product filter 'ntp64'.
Trace(2017-Jun-02 20:14:26): Calling SULDownloader addFilter...
Trace(2017-Jun-02 20:14:26): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\savxp
Trace(2017-Jun-02 20:14:26): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\sau
Trace(2017-Jun-02 20:14:26): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\ssp
Trace(2017-Jun-02 20:14:26): Adding cache: C:\ProgramData\Sophos\AutoUpdate\cache\ntp64
Trace(2017-Jun-02 20:14:26): Calling SULDownloader synchronise...
Trace(2017-Jun-02 20:14:34): [I96736] Looking for package StandaloneWindows RECOMMENDED 10
Trace(2017-Jun-02 20:14:34): [I45378] Found included product 4DB41E90-DC56-41DC-B91E-9B8E537489A8 3.0.4.125 
Trace(2017-Jun-02 20:14:34): [I45378] Found included product F8FFD42E-47AC-4CFF-9E27-EC84ED62128E 1.3.1.2 
Trace(2017-Jun-02 20:14:34): [I45378] Found included product E17FE03B-0501-4aaa-BC69-0129D965F311 10.7.2.49.3680.6195 
Trace(2017-Jun-02 20:14:34): [I45378] Found included product 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 5.7.220.220 
Trace(2017-Jun-02 20:14:34): [I49502] Found supplement USERAPPFEED LATEST 
Trace(2017-Jun-02 20:14:34): [I49502] Found supplement SDU RECOMMENDED 
Trace(2017-Jun-02 20:14:34): [I49502] Found supplement SXLSUP LATEST 2
Trace(2017-Jun-02 20:14:34): [I49502] Found supplement VDL LATEST 
Trace(2017-Jun-02 20:14:34): [I49502] Found supplement HIPS LATEST 
Trace(2017-Jun-02 20:14:34): [I49502] Found supplement TELEMSUP RECOMMENDED 
Trace(2017-Jun-02 20:14:34): [I49502] Found supplement IDE541 LATEST 
Trace(2017-Jun-02 20:14:34): [I49502] Found supplement IDE542 LATEST 
Trace(2017-Jun-02 20:14:34): [I49502] Found supplement IDE543 LATEST 
Trace(2017-Jun-02 20:14:34): [I19463] Syncing product StandaloneWindows 123
Trace(2017-Jun-02 20:14:34): [I19463] Syncing product 4DB41E90-DC56-41DC-B91E-9B8E537489A8 45
Trace(2017-Jun-02 20:14:34): [I19463] Syncing product F8FFD42E-47AC-4CFF-9E27-EC84ED62128E 36
Trace(2017-Jun-02 20:14:34): [I19463] Syncing product E17FE03B-0501-4aaa-BC69-0129D965F311 731
Trace(2017-Jun-02 20:14:34): [I19463] Syncing product 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 271
Trace(2017-Jun-02 20:14:34): [I19463] Syncing product USERAPPFEED 1
Trace(2017-Jun-02 20:14:34): [I19463] Syncing product SDU 30
Trace(2017-Jun-02 20:14:34): [I19463] Syncing product SXLSUP 12
Trace(2017-Jun-02 20:14:34): [I19463] Syncing product VDL 68
Trace(2017-Jun-02 20:14:34): [I19463] Syncing product HIPS 281
Trace(2017-Jun-02 20:14:34): [I19463] Syncing product TELEMSUP 6
Trace(2017-Jun-02 20:14:34): [I19463] Syncing product IDE541 139
Trace(2017-Jun-02 20:14:34): [I19463] Syncing product IDE542 17
Trace(2017-Jun-02 20:14:34): [I19463] Syncing product IDE543 1
Trace(2017-Jun-02 20:14:34): Distribute status failed: 4
Trace(2017-Jun-02 20:14:34): Synchronisation state: 3
Trace(2017-Jun-02 20:14:34): SDDS2Update(SDDS2DownloadFailed): Sophos Endpoint Security and Control, sophos
Trace(2017-Jun-02 20:14:34): TrySyncProduct<class SDDS2::SULUpdateLocation>, Calling SyncProduct with {8087796B-2289-4897-98A5-58FF23DAAFD0}
Trace(2017-Jun-02 20:14:34): SULUpdateLocation: SyncProduct
Trace(2017-Jun-02 20:14:34): Synchronise connected but failed.
Trace(2017-Jun-02 20:14:34): TrySyncProduct<class SDDS2::SULUpdateLocation>, SyncProduct returned - 0
Trace(2017-Jun-02 20:14:34): SULUpdateLocation: EndSync
Trace(2017-Jun-02 20:14:34): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2017-Jun-02 20:14:34): ALUpdate(): 
Trace(2017-Jun-02 20:14:34): ALUpdate(DownloadEnded): 
Trace(2017-Jun-02 20:14:34): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2017-Jun-02 20:14:36): RMSMessageHandler: ALUpdateEnd
Trace(2017-Jun-02 20:14:36): 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-Jun-02 20:14:36): 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-Jun-02 20:14:36): IPCSender::ProcessSend: Listener not ready starting to wait
Trace(2017-Jun-02 20:14:37): IPCSender::ProcessSend exiting
0 jak over 7 years ago in reply to Alison Banks

That's the one. All I have to go on is:

Trace(2017-Jun-02 20:14:08): Distribute status failed: 4
Trace(2017-Jun-02 20:14:08): Synchronisation state: 3

I believe that state 3 represents the overall state that the synchronization failed. The 4 represents an unspecified error writing to the local cache.

Have you tried deleting the contents of:
C:\programdata\sophos\autoupdate\cache\

Then try another update now. If that fails, is the above log different?

Regards,

Jak
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0 Alison Banks over 7 years ago in reply to jak

do you mean delete all the folders?
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0 Alison Banks over 7 years ago in reply to jak

do you mean delete all the folders?
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