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Sophos Endpoint Error Could not Find a source for update packages

Febrianto Fitranto

Hello all, 
I found a lot of error update on SEC about 10% of all managed assets, it has different error messages. One of the error are "Error Could not Find  a source for update packages" displayed on SEC. I wanted to fix this error first, the planning to move out to other error..  

Several endpoint display ALUlog shown below: 

Fullscreen 4201.Alu-log-error86.txt Download 
Trace(2017-Sep-18 10:05:08): =========================
Trace(2017-Sep-18 10:05:08): ALUpdate is starting.
Trace(2017-Sep-18 10:05:08): AutoUpdate version: 5.7
Trace(2017-Sep-18 10:05:08): Build             : 204324
Trace(2017-Sep-18 10:05:08): Command line      : -ScheduledUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
Trace(2017-Sep-18 10:05:08): =========================
Trace(2017-Sep-18 10:05:08): Process security set successfully
Trace(2017-Sep-18 10:05:08): Product iProductData.{xxxxx} has been added.
Trace(2017-Sep-18 10:05:08): Product iProductData.{xxxxx} is  available from Sophos.
Trace(2017-Sep-18 10:05:08): Product iProductData.{xxxxx} is not  the Spam Rules package.
Trace(2017-Sep-18 10:05:08): Product iProductData.{xxxxx} has not been added.
Trace(2017-Sep-18 10:05:08): Product iProductData.{xxxxx} has been added.
Trace(2017-Sep-18 10:05:08): Product iProductData.{xxxxx} is  available from Sophos.
Trace(2017-Sep-18 10:05:08): Product iProductData.{xxxxx} is not  the Spam Rules package.
Trace(2017-Sep-18 10:05:08): Product subscription is disabled: iProductData.{xxxxx} action value is:0
Trace(2017-Sep-18 10:05:08): Product iProductData.{xxxxx} has not been added.
Trace(2017-Sep-18 10:05:08): Product iProductData.{xxxxx} has not been added.
Trace(2017-Sep-18 10:05:08): Product iProductData.{xxxxx} has been added.
Trace(2017-Sep-18 10:05:08): Product iProductData.{xxxxx} is  available from Sophos.
Trace(2017-Sep-18 10:05:08): Product iProductData.{xxxxx} is  the Spam Rules package.
Trace(2017-Sep-18 10:05:08): Computer is a not possible cluster
Trace(2017-Sep-18 10:05:08): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2017-Sep-18 10:05:08): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2017-Sep-18 10:05:08): Considering subscribed products.
Trace(2017-Sep-18 10:05:08): Considering product {xxxxx}
Trace(2017-Sep-18 10:05:08): Product {xxxxx} is not already subscribed.
Trace(2017-Sep-18 10:05:08): Product {xxxxx} was added to the list.
Trace(2017-Sep-18 10:05:08): Considering product {xxxxx}
Trace(2017-Sep-18 10:05:08): Product {xxxxx} is not already subscribed.
Trace(2017-Sep-18 10:05:08): Product {xxxxx} is HMPA
Trace(2017-Sep-18 10:05:08): Product {xxxxx} was added to the list.
Trace(2017-Sep-18 10:05:08): Considering product {xxxxx}
Trace(2017-Sep-18 10:05:08): Product {xxxxx} is not already subscribed.
Trace(2017-Sep-18 10:05:08): Product {xxxxx} is Clean
Trace(2017-Sep-18 10:05:08): Product {xxxxx} was added to the list.
Trace(2017-Sep-18 10:05:08): Considering product {xxxxx}
Trace(2017-Sep-18 10:05:08): Product {xxxxx} is not already subscribed.
Trace(2017-Sep-18 10:05:08): Product {xxxxx} was added to the list.
Trace(2017-Sep-18 10:05:08): Considering product {xxxxx}
Trace(2017-Sep-18 10:05:08): Product {xxxxx} is not already subscribed.
Trace(2017-Sep-18 10:05:08): Product {xxxxx} was added to the list.
Trace(2017-Sep-18 10:05:08): Considering product {xxxxx}
Trace(2017-Sep-18 10:05:08): Product {xxxxx} is not already subscribed.
Trace(2017-Sep-18 10:05:08): Product {xxxxx} was added to the list.
Trace(2017-Sep-18 10:05:08): Product {xxxxx} is removable.
Trace(2017-Sep-18 10:05:08): Product {xxxxx} is removable.
Trace(2017-Sep-18 10:05:08): Product {xxxxx} is removable.
Trace(2017-Sep-18 10:05:08): IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2017-Sep-18 10:05:08): IPCSender::ProcessSend started
Trace(2017-Sep-18 10:05:08): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2017-Sep-18 10:05:08): RMSMessageHandler: ALUpdateStart
Trace(2017-Sep-18 10:05:08): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2017-Sep-18 10:05:08): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2017-Sep-18 10:05:08): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2017-Sep-18 10:05:08): ALUpdate(AutoUpdate.Started): 
Trace(2017-Sep-18 10:05:08): UpdateCoordinator::UpdateNow: Entering
Trace(2017-Sep-18 10:05:08): PopulateCache: Entering
Trace(2017-Sep-18 10:05:08): UpdateCoordinator::UpdateNow: current platform is WIN_81_X64
Trace(2017-Sep-18 10:05:08): ProductFactory::Create: SimpleProduct: {xxxxx}
Trace(2017-Sep-18 10:05:08): ProductFactory::Create: SimpleProduct: {xxxxx}
Trace(2017-Sep-18 10:05:08): ProductFactory::Create: SimpleProduct: {xxxxx}
Trace(2017-Sep-18 10:05:08): ProductFactory::Create: SimpleProduct: {xxxxx}
Trace(2017-Sep-18 10:05:08): ProductFactory::Create: Clean Product
Trace(2017-Sep-18 10:05:08): ProductFactory::Create: SimpleProduct: {xxxxx}
Trace(2017-Sep-18 10:05:08): ProductFactory::Create: SAU Product
Trace(2017-Sep-18 10:05:08): ProductFactory::Create: SimpleProduct: {xxxxx}
Trace(2017-Sep-18 10:05:08): RelativeCidUpdateSourceLocator::AugmentUpdateSources: Entering
Trace(2017-Sep-18 10:05:08): Processing CID update location: \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\
Trace(2017-Sep-18 10:05:08): Added relative CID location: \\serversource\SophosUpdate\CIDs\S054\OPMHMPA
Trace(2017-Sep-18 10:05:08): Added special product {xxxxx} to relative CID location \\serversource\SophosUpdate\CIDs\S054\OPMHMPA
Trace(2017-Sep-18 10:05:08): Added special product {xxxxx} to relative CID location \\serversource\SophosUpdate\CIDs\S054\OPMHMPA
Trace(2017-Sep-18 10:05:08): RelativeCidUpdateSourceLocator::AugmentUpdateSources: Finished. Number of new locations added: 1
Trace(2017-Sep-18 10:05:08): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2017-Sep-18 10:05:08): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2017-Sep-18 10:05:08): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started: 
Trace(2017-Sep-18 10:05:08): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2017-Sep-18 10:05:08): Calling package_source_init
Trace(2017-Sep-18 10:05:08): TrySyncProduct, Calling BeginSync
Trace(2017-Sep-18 10:05:08): Logging on network access user
Trace(2017-Sep-18 10:05:08): Attempting to make a connection to remote machine \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\
Trace(2017-Sep-18 10:05:11): CIDUpdate(Info): \\serversource\SophosUpdate, serversource\SophosUpdateMgr, 86
Trace(2017-Sep-18 10:05:11): Custom certificate already present.
Trace(2017-Sep-18 10:05:11): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat
Trace(2017-Sep-18 10:05:11): Remote connection over UNC.
Trace(2017-Sep-18 10:05:12): File master.upd not found (Remote). Return code 0x80040f04
Trace(2017-Sep-18 10:05:12): Unable to read file master.upd (Remote)
Trace(2017-Sep-18 10:05:12): Unable to synchronise file root.upd.
Trace(2017-Sep-18 10:05:12): Unable to synchronise file escdp.dat.
Trace(2017-Sep-18 10:05:12): Unable to synchronise file expired_credential.dat.
Trace(2017-Sep-18 10:05:12): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\ProductID.dat
Trace(2017-Sep-18 10:05:12): Unable to synchronise file ProductID.dat.
Trace(2017-Sep-18 10:05:12): File root.upd recovered.
Trace(2017-Sep-18 10:05:12): File escdp.dat recovered.
Trace(2017-Sep-18 10:05:12): File ProductID.dat recovered.
Trace(2017-Sep-18 10:05:12): Unable to recover file expired_credential.dat.
Trace(2017-Sep-18 10:05:12): Error -2147217660 in ReadCustomerIDFile
Trace(2017-Sep-18 10:05:12): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {xxxxx}
Trace(2017-Sep-18 10:05:12): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT
Trace(2017-Sep-18 10:05:12): CIDUpdate(SyncProduct.Start): RMSNT, \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\
Trace(2017-Sep-18 10:05:12): CIDUpdateLocation::Sync - Updating from local CID: \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\rms
Trace(2017-Sep-18 10:05:12): CIDSync(CidSyncMessage): 
Trace(2017-Sep-18 10:05:12): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2017-Sep-18 10:05:12): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\rms.map
Trace(2017-Sep-18 10:05:12): CIDSync(CidSyncMessage): \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\rms,  
Trace(2017-Sep-18 10:05:12): CIDUpdateLocation::SyncProduct: Failed to update product (RMSNT) from "\\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2017-Sep-18 10:05:12): CIDUpdate(CIDDownloadFailed): 
Trace(2017-Sep-18 10:05:13): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2017-Sep-18 10:05:13): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2017-Sep-18 10:05:13): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2017-Sep-18 10:05:13): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started: 
Trace(2017-Sep-18 10:05:13): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2017-Sep-18 10:05:13): Calling package_source_init
Trace(2017-Sep-18 10:05:13): TrySyncProduct, Calling BeginSync
Trace(2017-Sep-18 10:05:13): Logging on network access user
Trace(2017-Sep-18 10:05:13): Attempting to make a connection to remote machine \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\
Trace(2017-Sep-18 10:05:13): CIDUpdate(Info): \\serversource\SophosUpdate, serversource\SophosUpdateMgr, 86
Trace(2017-Sep-18 10:05:13): Custom certificate already present.
Trace(2017-Sep-18 10:05:13): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat
Trace(2017-Sep-18 10:05:13): Remote connection over UNC.
Trace(2017-Sep-18 10:05:14): File master.upd not found (Remote). Return code 0x80040f04
Trace(2017-Sep-18 10:05:14): Unable to read file master.upd (Remote)
Trace(2017-Sep-18 10:05:14): Unable to synchronise file root.upd.
Trace(2017-Sep-18 10:05:14): Unable to synchronise file escdp.dat.
Trace(2017-Sep-18 10:05:14): Unable to synchronise file expired_credential.dat.
Trace(2017-Sep-18 10:05:14): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\ProductID.dat
Trace(2017-Sep-18 10:05:14): Unable to synchronise file ProductID.dat.
Trace(2017-Sep-18 10:05:14): File root.upd recovered.
Trace(2017-Sep-18 10:05:14): File escdp.dat recovered.
Trace(2017-Sep-18 10:05:14): File ProductID.dat recovered.
Trace(2017-Sep-18 10:05:14): Unable to recover file expired_credential.dat.
Trace(2017-Sep-18 10:05:14): Error -2147217660 in ReadCustomerIDFile
Trace(2017-Sep-18 10:05:14): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {xxxxx}
Trace(2017-Sep-18 10:05:14): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP
Trace(2017-Sep-18 10:05:14): CIDUpdate(SyncProduct.Start): SAVXP, \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\
Trace(2017-Sep-18 10:05:14): CIDUpdateLocation::Sync - Updating from local CID: \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\savxp
Trace(2017-Sep-18 10:05:14): CIDSync(CidSyncMessage): 
Trace(2017-Sep-18 10:05:14): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2017-Sep-18 10:05:14): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\savxp.map
Trace(2017-Sep-18 10:05:14): CIDSync(CidSyncMessage): \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\savxp,  
Trace(2017-Sep-18 10:05:14): CIDUpdateLocation::SyncProduct: Failed to update product (SAVXP) from "\\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2017-Sep-18 10:05:14): CIDUpdate(CIDDownloadFailed): 
Trace(2017-Sep-18 10:05:15): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2017-Sep-18 10:05:15): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2017-Sep-18 10:05:15): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2017-Sep-18 10:05:15): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started: 
Trace(2017-Sep-18 10:05:15): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2017-Sep-18 10:05:15): Calling package_source_init
Trace(2017-Sep-18 10:05:15): TrySyncProduct, Calling BeginSync
Trace(2017-Sep-18 10:05:15): Logging on network access user
Trace(2017-Sep-18 10:05:15): Attempting to make a connection to remote machine \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\
Trace(2017-Sep-18 10:05:16): CIDUpdate(Info): \\serversource\SophosUpdate, serversource\SophosUpdateMgr, 86
Trace(2017-Sep-18 10:05:16): Custom certificate already present.
Trace(2017-Sep-18 10:05:16): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat
Trace(2017-Sep-18 10:05:16): Remote connection over UNC.
Trace(2017-Sep-18 10:05:16): File master.upd not found (Remote). Return code 0x80040f04
Trace(2017-Sep-18 10:05:16): Unable to read file master.upd (Remote)
Trace(2017-Sep-18 10:05:16): Unable to synchronise file root.upd.
Trace(2017-Sep-18 10:05:16): Unable to synchronise file escdp.dat.
Trace(2017-Sep-18 10:05:16): Unable to synchronise file expired_credential.dat.
Trace(2017-Sep-18 10:05:16): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\ProductID.dat
Trace(2017-Sep-18 10:05:16): Unable to synchronise file ProductID.dat.
Trace(2017-Sep-18 10:05:16): File root.upd recovered.
Trace(2017-Sep-18 10:05:16): File escdp.dat recovered.
Trace(2017-Sep-18 10:05:16): File ProductID.dat recovered.
Trace(2017-Sep-18 10:05:16): Unable to recover file expired_credential.dat.
Trace(2017-Sep-18 10:05:16): Error -2147217660 in ReadCustomerIDFile
Trace(2017-Sep-18 10:05:16): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {xxxxx}
Trace(2017-Sep-18 10:05:16): CIDUpdateLocation::SyncProduct - Updating Product: Sophos Endpoint Defense
Trace(2017-Sep-18 10:05:16): CIDUpdate(SyncProduct.Start): Sophos Endpoint Defense, \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\
Trace(2017-Sep-18 10:05:16): CIDUpdateLocation::Sync - Updating from local CID: \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\sed64
Trace(2017-Sep-18 10:05:16): CIDSync(CidSyncMessage): 
Trace(2017-Sep-18 10:05:17): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2017-Sep-18 10:05:17): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\sed64.map
Trace(2017-Sep-18 10:05:17): CIDSync(CidSyncMessage): \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\sed64,  
Trace(2017-Sep-18 10:05:17): CIDUpdateLocation::SyncProduct: Failed to update product (Sophos Endpoint Defense) from "\\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2017-Sep-18 10:05:17): CIDUpdate(CIDDownloadFailed): 
Trace(2017-Sep-18 10:05:18): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2017-Sep-18 10:05:18): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2017-Sep-18 10:05:18): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2017-Sep-18 10:05:18): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started: 
Trace(2017-Sep-18 10:05:18): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2017-Sep-18 10:05:18): Calling package_source_init
Trace(2017-Sep-18 10:05:18): TrySyncProduct, Calling BeginSync
Trace(2017-Sep-18 10:05:18): Logging on network access user
Trace(2017-Sep-18 10:05:18): Attempting to make a connection to remote machine \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\
Trace(2017-Sep-18 10:05:18): CIDUpdate(Info): \\serversource\SophosUpdate, serversource\SophosUpdateMgr, 86
Trace(2017-Sep-18 10:05:18): Custom certificate already present.
Trace(2017-Sep-18 10:05:18): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat
Trace(2017-Sep-18 10:05:18): Remote connection over UNC.
Trace(2017-Sep-18 10:05:18): File master.upd not found (Remote). Return code 0x80040f04
Trace(2017-Sep-18 10:05:18): Unable to read file master.upd (Remote)
Trace(2017-Sep-18 10:05:18): Unable to synchronise file root.upd.
Trace(2017-Sep-18 10:05:18): Unable to synchronise file escdp.dat.
Trace(2017-Sep-18 10:05:18): Unable to synchronise file expired_credential.dat.
Trace(2017-Sep-18 10:05:18): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\ProductID.dat
Trace(2017-Sep-18 10:05:18): Unable to synchronise file ProductID.dat.
Trace(2017-Sep-18 10:05:18): File root.upd recovered.
Trace(2017-Sep-18 10:05:18): File escdp.dat recovered.
Trace(2017-Sep-18 10:05:18): File ProductID.dat recovered.
Trace(2017-Sep-18 10:05:18): Unable to recover file expired_credential.dat.
Trace(2017-Sep-18 10:05:19): Error -2147217660 in ReadCustomerIDFile
Trace(2017-Sep-18 10:05:19): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {xxxxx}
Trace(2017-Sep-18 10:05:19): CIDUpdateLocation::SyncProduct - Updating Product: Sophos Network Threat Protection
Trace(2017-Sep-18 10:05:19): CIDUpdate(SyncProduct.Start): Sophos Network Threat Protection, \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\
Trace(2017-Sep-18 10:05:19): CIDUpdateLocation::Sync - Updating from local CID: \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\ntp64
Trace(2017-Sep-18 10:05:19): CIDSync(CidSyncMessage): 
Trace(2017-Sep-18 10:05:19): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2017-Sep-18 10:05:19): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\ntp64.map
Trace(2017-Sep-18 10:05:19): CIDSync(CidSyncMessage): \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\ntp64,  
Trace(2017-Sep-18 10:05:19): CIDUpdateLocation::SyncProduct: Failed to update product (Sophos Network Threat Protection) from "\\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2017-Sep-18 10:05:19): CIDUpdate(CIDDownloadFailed): 
Trace(2017-Sep-18 10:05:20): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2017-Sep-18 10:05:20): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2017-Sep-18 10:05:20): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2017-Sep-18 10:05:20): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started: 
Trace(2017-Sep-18 10:05:20): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2017-Sep-18 10:05:20): Calling package_source_init
Trace(2017-Sep-18 10:05:20): TrySyncProduct, Calling BeginSync
Trace(2017-Sep-18 10:05:20): Logging on network access user
Trace(2017-Sep-18 10:05:20): Attempting to make a connection to remote machine \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\
Trace(2017-Sep-18 10:05:20): CIDUpdate(Info): \\serversource\SophosUpdate, serversource\SophosUpdateMgr, 86
Trace(2017-Sep-18 10:05:20): Custom certificate already present.
Trace(2017-Sep-18 10:05:20): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat
Trace(2017-Sep-18 10:05:20): Remote connection over UNC.
Trace(2017-Sep-18 10:05:21): File master.upd not found (Remote). Return code 0x80040f04
Trace(2017-Sep-18 10:05:21): Unable to read file master.upd (Remote)
Trace(2017-Sep-18 10:05:21): Unable to synchronise file root.upd.
Trace(2017-Sep-18 10:05:21): Unable to synchronise file escdp.dat.
Trace(2017-Sep-18 10:05:21): Unable to synchronise file expired_credential.dat.
Trace(2017-Sep-18 10:05:21): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\ProductID.dat
Trace(2017-Sep-18 10:05:21): Unable to synchronise file ProductID.dat.
Trace(2017-Sep-18 10:05:21): File root.upd recovered.
Trace(2017-Sep-18 10:05:21): File escdp.dat recovered.
Trace(2017-Sep-18 10:05:21): File ProductID.dat recovered.
Trace(2017-Sep-18 10:05:21): Unable to recover file expired_credential.dat.
Trace(2017-Sep-18 10:05:21): Error -2147217660 in ReadCustomerIDFile
Trace(2017-Sep-18 10:05:21): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {xxxxx}
Trace(2017-Sep-18 10:05:21): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate
Trace(2017-Sep-18 10:05:21): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\
Trace(2017-Sep-18 10:05:21): CIDUpdateLocation::Sync - Updating from local CID: \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\sau
Trace(2017-Sep-18 10:05:21): CIDSync(CidSyncMessage): 
Trace(2017-Sep-18 10:05:21): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2017-Sep-18 10:05:21): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\sau.map
Trace(2017-Sep-18 10:05:21): CIDSync(CidSyncMessage): \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\sau,  
Trace(2017-Sep-18 10:05:21): CIDUpdateLocation::SyncProduct: Failed to update product (Sophos AutoUpdate) from "\\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2017-Sep-18 10:05:21): CIDUpdate(CIDDownloadFailed): 
Trace(2017-Sep-18 10:05:22): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2017-Sep-18 10:05:22): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2017-Sep-18 10:05:22): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2017-Sep-18 10:05:22): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started: 
Trace(2017-Sep-18 10:05:22): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2017-Sep-18 10:05:22): Calling package_source_init
Trace(2017-Sep-18 10:05:22): TrySyncProduct, Calling BeginSync
Trace(2017-Sep-18 10:05:22): Logging on network access user
Trace(2017-Sep-18 10:05:22): Attempting to make a connection to remote machine \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\
Trace(2017-Sep-18 10:05:23): CIDUpdate(Info): \\serversource\SophosUpdate, serversource\SophosUpdateMgr, 86
Trace(2017-Sep-18 10:05:23): Custom certificate already present.
Trace(2017-Sep-18 10:05:23): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat
Trace(2017-Sep-18 10:05:23): Remote connection over UNC.
Trace(2017-Sep-18 10:05:23): File master.upd not found (Remote). Return code 0x80040f04
Trace(2017-Sep-18 10:05:23): Unable to read file master.upd (Remote)
Trace(2017-Sep-18 10:05:23): Unable to synchronise file root.upd.
Trace(2017-Sep-18 10:05:23): Unable to synchronise file escdp.dat.
Trace(2017-Sep-18 10:05:23): Unable to synchronise file expired_credential.dat.
Trace(2017-Sep-18 10:05:23): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\ProductID.dat
Trace(2017-Sep-18 10:05:23): Unable to synchronise file ProductID.dat.
Trace(2017-Sep-18 10:05:23): File root.upd recovered.
Trace(2017-Sep-18 10:05:23): File escdp.dat recovered.
Trace(2017-Sep-18 10:05:23): File ProductID.dat recovered.
Trace(2017-Sep-18 10:05:23): Unable to recover file expired_credential.dat.
Trace(2017-Sep-18 10:05:23): Error -2147217660 in ReadCustomerIDFile
Trace(2017-Sep-18 10:05:23): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {xxxxx}
Trace(2017-Sep-18 10:05:23): CIDUpdateLocation::SyncProduct - Updating Product: Sophos System Protection
Trace(2017-Sep-18 10:05:23): CIDUpdate(SyncProduct.Start): Sophos System Protection, \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\
Trace(2017-Sep-18 10:05:23): CIDUpdateLocation::Sync - Updating from local CID: \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\ssp
Trace(2017-Sep-18 10:05:23): CIDSync(CidSyncMessage): 
Trace(2017-Sep-18 10:05:24): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2017-Sep-18 10:05:24): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\ssp.map
Trace(2017-Sep-18 10:05:24): CIDSync(CidSyncMessage): \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\ssp,  
Trace(2017-Sep-18 10:05:24): CIDUpdateLocation::SyncProduct: Failed to update product (Sophos System Protection) from "\\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2017-Sep-18 10:05:24): CIDUpdate(CIDDownloadFailed): 
Trace(2017-Sep-18 10:05:25): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2017-Sep-18 10:05:25): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2017-Sep-18 10:05:25): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2017-Sep-18 10:05:25): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started: 
Trace(2017-Sep-18 10:05:25): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2017-Sep-18 10:05:25): Calling package_source_init
Trace(2017-Sep-18 10:05:25): TrySyncProduct, Calling BeginSync
Trace(2017-Sep-18 10:05:25): Logging on network access user
Trace(2017-Sep-18 10:05:25): Attempting to make a connection to remote machine \\serversource\SophosUpdate\CIDs\S054\OPMHMPA
Trace(2017-Sep-18 10:05:25): CIDUpdate(Info): \\serversource\SophosUpdate, serversource\SophosUpdateMgr, 86
Trace(2017-Sep-18 10:05:25): Custom certificate already present.
Trace(2017-Sep-18 10:05:25): Not primary update location. Will not process license, credentials and product id files.
Trace(2017-Sep-18 10:05:25): Remote connection over UNC.
Trace(2017-Sep-18 10:05:25): File master.upd not found (Remote). Return code 0x80040f04
Trace(2017-Sep-18 10:05:25): Unable to read file master.upd (Remote)
Trace(2017-Sep-18 10:05:25): Unable to synchronise file root.upd.
Trace(2017-Sep-18 10:05:25): File root.upd recovered.
Trace(2017-Sep-18 10:05:25): Error -2147217660 in ReadCustomerIDFile
Trace(2017-Sep-18 10:05:25): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {xxxxx}
Trace(2017-Sep-18 10:05:25): CIDUpdateLocation::SyncProduct - Updating Product: Sophos HitmanPro Alert
Trace(2017-Sep-18 10:05:25): CIDUpdate(SyncProduct.Start): Sophos HitmanPro Alert, \\serversource\SophosUpdate\CIDs\S054\OPMHMPA
Trace(2017-Sep-18 10:05:25): CIDUpdateLocation::Sync - Updating from local CID: \\serversource\SophosUpdate\CIDs\S054\OPMHMPA\hmpa64
Trace(2017-Sep-18 10:05:25): CIDSync(CidSyncMessage): 
Trace(2017-Sep-18 10:05:26): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2017-Sep-18 10:05:26): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\hmpa64.map
Trace(2017-Sep-18 10:05:26): CIDSync(CidSyncMessage): \\serversource\SophosUpdate\CIDs\S054\OPMHMPA\hmpa64,  
Trace(2017-Sep-18 10:05:26): CIDUpdateLocation::SyncProduct: Failed to update product (Sophos HitmanPro Alert) from "\\serversource\SophosUpdate\CIDs\S054\OPMHMPA", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2017-Sep-18 10:05:26): CIDUpdate(CIDDownloadFailed): 
Trace(2017-Sep-18 10:05:27): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2017-Sep-18 10:05:27): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2017-Sep-18 10:05:27): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2017-Sep-18 10:05:27): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started: 
Trace(2017-Sep-18 10:05:27): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2017-Sep-18 10:05:27): Calling package_source_init
Trace(2017-Sep-18 10:05:27): TrySyncProduct, Calling BeginSync
Trace(2017-Sep-18 10:05:27): Logging on network access user
Trace(2017-Sep-18 10:05:27): Attempting to make a connection to remote machine \\serversource\SophosUpdate\CIDs\S054\OPMHMPA
Trace(2017-Sep-18 10:05:27): CIDUpdate(Info): \\serversource\SophosUpdate, serversource\SophosUpdateMgr, 86
Trace(2017-Sep-18 10:05:27): Custom certificate already present.
Trace(2017-Sep-18 10:05:27): Not primary update location. Will not process license, credentials and product id files.
Trace(2017-Sep-18 10:05:27): Remote connection over UNC.
Trace(2017-Sep-18 10:05:27): File master.upd not found (Remote). Return code 0x80040f04
Trace(2017-Sep-18 10:05:27): Unable to read file master.upd (Remote)
Trace(2017-Sep-18 10:05:27): Unable to synchronise file root.upd.
Trace(2017-Sep-18 10:05:27): File root.upd recovered.
Trace(2017-Sep-18 10:05:28): Error -2147217660 in ReadCustomerIDFile
Trace(2017-Sep-18 10:05:28): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {xxxxx}
Trace(2017-Sep-18 10:05:28): CIDUpdateLocation::SyncProduct - Updating Product: Sophos Clean
Trace(2017-Sep-18 10:05:28): CIDUpdate(SyncProduct.Start): Sophos Clean, \\serversource\SophosUpdate\CIDs\S054\OPMHMPA
Trace(2017-Sep-18 10:05:28): CIDUpdateLocation::Sync - Updating from local CID: \\serversource\SophosUpdate\CIDs\S054\OPMHMPA\clean64
Trace(2017-Sep-18 10:05:28): CIDSync(CidSyncMessage): 
Trace(2017-Sep-18 10:05:28): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2017-Sep-18 10:05:28): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\clean64.map
Trace(2017-Sep-18 10:05:28): CIDSync(CidSyncMessage): \\serversource\SophosUpdate\CIDs\S054\OPMHMPA\clean64,  
Trace(2017-Sep-18 10:05:28): CIDUpdateLocation::SyncProduct: Failed to update product (Sophos Clean) from "\\serversource\SophosUpdate\CIDs\S054\OPMHMPA", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2017-Sep-18 10:05:28): CIDUpdate(CIDDownloadFailed): 
Trace(2017-Sep-18 10:05:29): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2017-Sep-18 10:05:29): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2017-Sep-18 10:05:29): ALUpdate(): 
Trace(2017-Sep-18 10:05:29): ALUpdate(DownloadEnded): 
Trace(2017-Sep-18 10:05:29): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2017-Sep-18 10:05:29): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==false numfilestocahce 1 Actiontype SetupNot preinstalled product 
Trace(2017-Sep-18 10:05:29): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==false numfilestocahce 1 Actiontype SetupNot preinstalled product 
Trace(2017-Sep-18 10:05:29): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==false numfilestocahce 1 Actiontype SetupNot preinstalled product 
Trace(2017-Sep-18 10:05:29): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==false numfilestocahce 1 Actiontype SetupNot preinstalled product 
Trace(2017-Sep-18 10:05:29): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==false numfilestocahce 1 Actiontype CleanActionNot preinstalled product 
Trace(2017-Sep-18 10:05:29): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==false numfilestocahce 1 Actiontype SetupNot preinstalled product 
Trace(2017-Sep-18 10:05:29): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==false numfilestocahce 1 Actiontype SetupNot preinstalled product 
Trace(2017-Sep-18 10:05:29): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==false numfilestocahce 1 Actiontype SetupNot preinstalled product 
Trace(2017-Sep-18 10:05:30): RMSMessageHandler: ALUpdateEnd
Trace(2017-Sep-18 10:05:30): 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-Sep-18 10:05:30): 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-Sep-18 10:05:30): IPCSender::ProcessSend: Send 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-Sep-18 10:05:30): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2017-Sep-18 10:05:31): IPCSender::ProcessSend exiting
Trace(2017-Sep-18 10:05:31): ALUpdate finished

From above log I've identified it's a password error, then I check the iconn.cfg file, which shown below:

Fullscreen 0081.iccon.cfg.txt Download 
;****************************************************************************
;
; iconn.cfg
;
; Please do not edit this text file.
;
;****************************************************************************

[PPI.WebConfig_Primary]
AllowLocalConfig = 0
AutoDialTimeout = 
LocalPath = 
DownloadGranularity = 
ConnectionAddress = \\serversource\SophosUpdate\CIDs\S054\SAVSCFXP\
ConnectionType = UNC
UseSophos = 0
UseHttps = 0
UseDelta = 0
UserName = serversource\SophosUpdateMgr
AutoDial = 0
BandwidthLimit = 0
PortNumber = 

[PPI.ProxyConfig_Primary]
AllowLocalConfig = 0
ProxyPortNumber = 0
ProxyType = 0

[PPI.WebConfig_Secondary]
AllowLocalConfig = 0
AutoDialTimeout = 
LocalPath = 
DownloadGranularity = 
UseSophos = 0
UseHttps = 0
UseDelta = 0
AutoDial = 0
BandwidthLimit = 0

[PPI.ProxyConfig_Secondary]
AllowLocalConfig = 0
ProxyPortNumber = 0
ProxyType = 0

From iconn.cfg above I managed to understand that the port number and password not provided, so to troubleshoot this error I manually copy pasted this portnumber and password values there. And voilaa,, after force update from SEC it's shown up to date info and this enpoint only need to restart. 

 

But strange things happen,, the Updating policy is shown "awaiting policy transfer" , and after the endpoint reboot and perform autoupdate as scheduled automatic the error occur again with error 86, and I need to perform copy paste the password into iconn.cfg file again...

 

Things I wanted to ask are:

1.) how to resolve that password "things" on iconn.cfg , so I shouldn't have to insert it manually every time??  

2.) how to resolve the Updating policy things??

 

P.S :

a.) I only access the endpoint from SEC using directory path explorer, and it would be inconvenience to remote access endpoint directly. 

b.) This "Error Could not Find  a source for update packages" shown on SEC , also shown on endpoint with different updating server which its ALUpdatelog shown MSI has failed.  I belive this is different error, and I will ask this on different post. (or you have idea to approach this problem as well :D )

 

Best Regards, 

Febrianto 



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  • 0

    Hello Febrianto,

    kudos for the detailed information!
    You've correctly identified the Could not Find  a source ... issue. The endpoint should get the correct password from the updating policy. Awaiting policy transfer suggests that the management server has tried to send a policy some time (could be a long time) ago. If you right-click the endpoint (or its group) in the console and request Comply with ... (either All or Updating) it should eventually receive and apply the correct policy. If you solve 2.) it'll solve 1.)

    You're also right that MSI has failed is something entirely different so please start a new thread with the (relevant part of) the correspondent MSI log.

    Christian

Reply
  • 0

    Hello Febrianto,

    kudos for the detailed information!
    You've correctly identified the Could not Find  a source ... issue. The endpoint should get the correct password from the updating policy. Awaiting policy transfer suggests that the management server has tried to send a policy some time (could be a long time) ago. If you right-click the endpoint (or its group) in the console and request Comply with ... (either All or Updating) it should eventually receive and apply the correct policy. If you solve 2.) it'll solve 1.)

    You're also right that MSI has failed is something entirely different so please start a new thread with the (relevant part of) the correspondent MSI log.

    Christian

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