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cannot get Sophos to Update

Boldfield Mobas

I have a windows 10 PC (in-line upgraded from Windows 7) and the latest version of Sophos Anti-Virus (SAVW-107-SA) but it will not update. always get "ERROR: Download of Sophos Endpoint Security and Control failed from server sophos"

have uninstalled and re-installed but still no joy. tried updating windows and turning the firewall off but still cannot update.

 

any suggestions gratefully received.



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  • 0

    Hello Boldfield Mobas,

    which credentials did you put in the updating configuration - must be those from your license schedule.
    The ALUpdate log (%ProgramData%\Sophos\AutoUpdate\Logs\) should have a little bit more information about the error.

    Christian

  • 0 in reply to QC

    Hi,

    thanks for your response.

    The credentials I am using are the ones from the license schedule I have and the expiry date is not until November 2017.

    the info from the log file is as follows (i think i have added the relevant bit but let me know if you want more of it)

    Trace(2017-Jun-14 13:14:01): [I19463] Syncing product StandaloneWindows RECOMMENDED path=
    Trace(2017-Jun-14 13:14:01): [I19463] Product download size 20051596 bytes
    Trace(2017-Jun-14 13:14:01): [I19464] Syncing file 144a6f25178a082b39f9493a81e34662x000.dat: 512272 bytes: sau/SophosAlert.exe
    Trace(2017-Jun-14 13:14:01): [I19464] File 144a6f25178a082b39f9493a81e34662x000.dat: sync failed
    Trace(2017-Jun-14 13:14:01): ERROR: [E73342] Checksum error: 144a6f25178a082b39f9493a81e34662
    Trace(2017-Jun-14 13:14:01): Synchronise failed: 4
    Trace(2017-Jun-14 13:14:01): Synchronisation state: 3
    Trace(2017-Jun-14 13:14:01): SDDS2Update(SDDS2DownloadFailed): Sophos Endpoint Security and Control, sophos
    Trace(2017-Jun-14 13:14:01): TrySyncProduct<class SDDS2::SULUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2017-Jun-14 13:14:01): SULUpdateLocation: SyncProduct
    Trace(2017-Jun-14 13:14:01): Synchronise connected but failed.
    Trace(2017-Jun-14 13:14:01): TrySyncProduct<class SDDS2::SULUpdateLocation>, SyncProduct returned - 0
    Trace(2017-Jun-14 13:14:01): SULUpdateLocation: EndSync

Reply
  • 0 in reply to QC

    Hi,

    thanks for your response.

    The credentials I am using are the ones from the license schedule I have and the expiry date is not until November 2017.

    the info from the log file is as follows (i think i have added the relevant bit but let me know if you want more of it)

    Trace(2017-Jun-14 13:14:01): [I19463] Syncing product StandaloneWindows RECOMMENDED path=
    Trace(2017-Jun-14 13:14:01): [I19463] Product download size 20051596 bytes
    Trace(2017-Jun-14 13:14:01): [I19464] Syncing file 144a6f25178a082b39f9493a81e34662x000.dat: 512272 bytes: sau/SophosAlert.exe
    Trace(2017-Jun-14 13:14:01): [I19464] File 144a6f25178a082b39f9493a81e34662x000.dat: sync failed
    Trace(2017-Jun-14 13:14:01): ERROR: [E73342] Checksum error: 144a6f25178a082b39f9493a81e34662
    Trace(2017-Jun-14 13:14:01): Synchronise failed: 4
    Trace(2017-Jun-14 13:14:01): Synchronisation state: 3
    Trace(2017-Jun-14 13:14:01): SDDS2Update(SDDS2DownloadFailed): Sophos Endpoint Security and Control, sophos
    Trace(2017-Jun-14 13:14:01): TrySyncProduct<class SDDS2::SULUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2017-Jun-14 13:14:01): SULUpdateLocation: SyncProduct
    Trace(2017-Jun-14 13:14:01): Synchronise connected but failed.
    Trace(2017-Jun-14 13:14:01): TrySyncProduct<class SDDS2::SULUpdateLocation>, SyncProduct returned - 0
    Trace(2017-Jun-14 13:14:01): SULUpdateLocation: EndSync

Children
  • 0 in reply to Boldfield Mobas

    Hello Boldfield Mobas,

    does this file 144a6f25178a082b39f9493a81e34662x000.dat exist somewhere under %ProgramData%\Sophos\AutoUpdate\ (dunno the exact structure for the Warehouse on a standalone endpoint? If so, it's probably corrupted. Delete it, or perhaps all the warehouse contents and try again to update. This should (hopefully now correctly) download all the files.
    BTW: If the .dat is zero size it might be that a firewall interferes. 

    Christian

  • 0 in reply to QC

    Hi,

     

    thanks for the response.

     

    The file mentioned did not exist in the "%ProgramData%\Sophos\AutoUpdate\Data\warehouse" folder. I deleted everything in the folder and re-ran the update but it failed again. I did notice that it (a) started downloading "6 of 6" and ended up on "10 of 10" and from "7 of 7" through to the end it was always trying to download the file mentioned above. Eventually it just said "cannot connect to server" and dropped out in a failed state. 

    none of the .dat files are zero size.

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