This discussion has been locked.

You can no longer post new replies to this discussion. If you have a question you can start a new discussion

sophos 10.7 not updating

I am trying to update the sophos software but its not working. I get the following errors:

Time: 05/07/2017 19:14:29
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 5204
Thread ID: 5040

Time: 05/07/2017 19:14:28
Message: Downloading phase completed
Module: ALUpdate
Process ID: 5204
Thread ID: 5040

Time: 05/07/2017 19:14:28
Message: ERROR: Could not find a source for updated packages
Module: ALUpdate
Process ID: 5204
Thread ID: 5040

Time: 05/07/2017 19:14:28
Message: ERROR: Download of Sophos Endpoint Security and Control failed from server sophos
Module: SDDS2Update
Process ID: 5204
Thread ID: 5040

Time: 05/07/2017 19:13:47
Message: Downloading product Sophos Endpoint Security and Control from server sophos
Module: SDDS2Update
Process ID: 5204
Thread ID: 5040

Time: 05/07/2017 19:13:47
Message: ERROR: Download of Sophos Endpoint Security and Control failed from server sophos
Module: SDDS2Update
Process ID: 5204
Thread ID: 5040

Time: 05/07/2017 19:13:30
Message: Downloading product Sophos Endpoint Security and Control from server sophos
Module: SDDS2Update
Process ID: 5204
Thread ID: 5040

Time: 05/07/2017 19:13:30
Message: ERROR: Download of Sophos Endpoint Security and Control failed from server sophos
Module: SDDS2Update
Process ID: 5204
Thread ID: 5040

Time: 05/07/2017 19:13:13
Message: Downloading product Sophos Endpoint Security and Control from server sophos
Module: SDDS2Update
Process ID: 5204
Thread ID: 5040

Time: 05/07/2017 19:13:13
Message: ERROR: Download of Sophos Endpoint Security and Control failed from server sophos
Module: SDDS2Update
Process ID: 5204
Thread ID: 5040

Time: 05/07/2017 19:12:57
Message: Downloading product Sophos Endpoint Security and Control from server sophos
Module: SDDS2Update
Process ID: 5204
Thread ID: 5040

Time: 05/07/2017 19:12:57
Message: ERROR: Download of Sophos Endpoint Security and Control failed from server sophos
Module: SDDS2Update
Process ID: 5204
Thread ID: 5040

Time: 05/07/2017 19:12:09
Message: Downloading product Sophos Endpoint Security and Control from server sophos
Module: SDDS2Update
Process ID: 5204
Thread ID: 5040

Time: 05/07/2017 19:12:09
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 5204
Thread ID: 5040

Thanks

This thread was automatically locked due to age.

0 jak over 7 years ago

Can you provide a link to the alupdate log file.

https://community.sophos.com/kb/en-us/36262#ALUpdate.log

...that is a more detailed log file.

Regards,

Jak
Cancel
Vote Up 0 Vote Down

Cancel
0 SHAMAKA CHANDRAMOHAN over 7 years ago in reply to jak

HI there in the directory C:\Program Files (x86)\Sophos\AutoUpdate, there is no logs folder. What should I do??
Cancel
Vote Up 0 Vote Down

Cancel
0 jak over 7 years ago in reply to SHAMAKA CHANDRAMOHAN

They should be under:

C:\Programdata\Sophos\AutoUpdate\logs\

Regards,

Jak
Cancel
Vote Up 0 Vote Down

Cancel
0 SHAMAKA CHANDRAMOHAN over 7 years ago in reply to jak

Hi, no such directory exists. Do you have any other ideas?
Cancel
Vote Up 0 Vote Down

Cancel
0 QC over 7 years ago in reply to SHAMAKA CHANDRAMOHAN

Hello SHAMAKA CHANDRAMOHAN,

C:\ProgramData\ could be "hidden". EIther change the view options in Explorer (Organize → Folder and search options) or simply type %ProgramData% in the Explorer's address bar.

Christian
Cancel
Vote Up 0 Vote Down

Cancel
0 SHAMAKA CHANDRAMOHAN over 7 years ago in reply to QC

here you go

ALUpdate20170703T203002.5796570.log ALUpdate20170703T203002.5796570.log
Cancel
Vote Up 0 Vote Down

Cancel
0 jak over 7 years ago in reply to SHAMAKA CHANDRAMOHAN

I see lots of these errors:

Trace(2017-Jul-03 21:12:05): [I19464] Syncing file 72ad9f406da8420b890cdb582c4bf466x000.dat: 2499872 bytes: ssp/Sophos/Sophos System Protection/ssp.exe

Trace(2017-Jul-03 21:12:05): [I19464] File 72ad9f406da8420b890cdb582c4bf466x000.dat: sync failed

Trace(2017-Jul-03 21:12:05): ERROR: [E73342] Checksum error: 72ad9f406da8420b890cdb582c4bf466

Trace(2017-Jul-03 21:12:24): [I19464] Syncing file 95859524e64fb6acb2e98af29a64916fx000.dat: 4117968 bytes: savxp/veex.dll

Trace(2017-Jul-03 21:12:24): [I19464] File 95859524e64fb6acb2e98af29a64916fx000.dat: sync failed

Trace(2017-Jul-03 21:12:24): ERROR: [E73342] Checksum error: 95859524e64fb6acb2e98af29a64916f

Trace(2017-Jul-04 21:34:18): [I19464] Syncing file c53e98b9e69eaa971848e3ad930a2fdfx000.dat: 3548536 bytes: savxp/savi.dll

Trace(2017-Jul-04 21:34:18): [I19464] File c53e98b9e69eaa971848e3ad930a2fdfx000.dat: sync failed

Trace(2017-Jul-04 21:34:18): ERROR: [E73342] Checksum error: c53e98b9e69eaa971848e3ad930a2fdf

Trace(2017-Jul-10 20:12:37): [I19463] Product download size 90538319 bytes
Trace(2017-Jul-10 20:12:37): [I19464] Syncing file c53e98b9e69eaa971848e3ad930a2fdfx000.dat: 3548536 bytes: savxp/savi.dll
Trace(2017-Jul-10 20:12:37): [I19464] File c53e98b9e69eaa971848e3ad930a2fdfx000.dat: sync failed
Trace(2017-Jul-10 20:12:37): ERROR: [E73342] Checksum error: c53e98b9e69eaa971848e3ad930a2fdf

Is computer behind some sort of web proxy and is it blocking files?

It seems that you have had a few different files blocked, the latest being savi.dll. This file would be download from:

http://d1.sophosupd.com/update/c53e98b9e69eaa971848e3ad930a2fdfx000.dat

I'm guessing via a browser you get a block message from an appliance?

It might be worth white-listing sophosupd.com and sophosupd.net domains?

Regards,

Jak
Cancel
Vote Up 0 Vote Down

Cancel
0 James Quonce over 7 years ago in reply to jak

I am having this same issue on a standalone install with the same exact file and errors. Did you ever figure this out?
Cancel
Vote Up 0 Vote Down

Cancel
0 jak over 7 years ago in reply to James Quonce

if you visit the url in question in a browser what message do you get?
Cancel
Vote Up 0 Vote Down

Cancel
0 Thiébaut HENRIET over 7 years ago in reply to jak

Hi I have the same problem since the 11th of october. is there any problem with the server ?
Cancel
Vote Up 0 Vote Down

Cancel