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New Admin, need help

Mark Malone

Hello all,

 

New admin, never used Sophos before.  Upgraded to the latest version 5.5.0 SEC.  The problem I am having is that I cannot get Sophos to update. I receive the following three errors: 

80040404 Threat Detection data update failed

80040406 Delivery failed software subscription "Recommended".  Access to the source update location is denied or the location is otherwise unavailable

80040401 Software Update Failed

 

I have consulted the following KB's:

https://community.sophos.com/kb/en-us/66176  There are zero items in the working folder.

Any help would be appreciated!

-Mark



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  • 0 in reply to jak

    Hi Jak,

    Not quite understanding what this file is for??? What do I do with it?

    -Mark

  • 0 in reply to Mark Malone

    Sophos AutoUpdate and Sophos Update Manager, when they update from Sophos download warehouses of files.  These are a bunch of XML and DAT files with content derived file names.

    Looking in your log I see:

    2017-06-23 12:00:59 : Cmd-ALL << [I1013][60b6adb49156b8b6488ecfe1a7ae082ex000.dat] Synchronised.
2017-06-23 12:00:59 : Cmd-ALL << [I1012][3ea4cbf152e240d4ce2cc6ccf9d04965x000.dat] Synchronising...
2017-06-23 12:00:59 : Cmd-ALL << [I1013][3ea4cbf152e240d4ce2cc6ccf9d04965x000.dat] Synchronised.
2017-06-23 12:00:59 : Cmd-ALL << [I1012][92004776b4395d9bc35b023577a4cc5ex000.dat] Synchronising...
2017-06-23 12:00:59 : Cmd-ALL << [I1013][92004776b4395d9bc35b023577a4cc5ex000.dat] Synchronised.
2017-06-23 12:00:59 : Cmd-ALL << [I1012][da392033c9d16cb8a3d024640531bf36x000.dat] Synchronising...
2017-06-23 12:00:59 : Error during package synchronisation: File copy failed.
2017-06-23 12:00:59 : File copy failed.
2017-06-23 12:00:59 : Details: File - da392033c9d16cb8a3d024640531bf36x000.dat
2017-06-23 12:00:59 : Details: From - adapter|{adapter|{adapter|{http|d1.sophosupd.com/.../|}|}|}|
2017-06-23 12:00:59 : Details: To - file|C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse|
2017-06-23 12:00:59 : <WARNING> Sync iteration failed. CurrentResult: 6, Error: File copy failed.

    This file 92004776b4395d9bc35b023577a4cc5ex000.dat was fine but for some reason there was an issue with da392033c9d16cb8a3d024640531bf36x000.dat.  This would have been fetched from:
    d1.sophosupd.com/.../da392033c9d16cb8a3d024640531bf36x000.dat
    I was expecting you might have a problem downloading this file if it was being blocked/changed/replaced by a gateway device.

    If you can download the file, you could even md5 checksum it and see it matches the file name.

    You could copy it to the warehouse directory (default: C:\ProgramData\Sophos\Update Manager\Update Manager\Warehouse\) and trigger another update.

    Regards,
    Jak

  • 0 in reply to jak

     I was able to put the file in the folder however, I am still receiving these errors:

    80040401, 80040406, 80040404

    I did manage to install the SEC on a different server from the original.  I am receiving the same error as on the other server.  Perhaps something is misconfigured?

    I do appreciate all your help.

  • 0 in reply to Mark Malone

    Does the new SUM trace log file (either form the other install or the following update) show a similar story? Is SUM having an issue with one of the dat files?  Is it the same file name?

    Did you check that the problem file (once downloaded via the browser) has the same md5 as the filename?  You can use Sigcheck's -h switch to generate a checksum of a file to test:
    https://technet.microsoft.com/en-gb/sysinternals/bb897441.aspx

    After copying that one in manually and confirming the checksum matches is it failing on a different file?

    I doubt there is a configuration problem.

    Regards,

    Jak

  • 0 in reply to jak

    Fixed problem.  Ended up our firewall was blocking the update.

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