Published SEC SophosUpdate in IIS over tcp/8080 - new installs say 'Could not contact server' during install

Hello David,

When we try to install the package
it should at least install AutoUpdate from the package. I assume these should be managed installs, i.e. with the RMS component. If you request it you can specify the Primary update location only if you select Configure AU to download. The Could not contact suggests that the URL is not correct though. Did you specify it as a2adm2:8080/.../SAVSCFXP?

Christian

Hi QC/Jak,

  I tried again while specifying the Primary update location at http://a2adm2:8080/SophosUpdate/CIDs/S000/SAVSCFXP, but it did not work.

On the member server, the alc.log isn't very populated:

0x4 ALUpdate 0x32 0x2154 0x1 0x6 0x1cd0 0x5a031121
0x4 CIDUpdate 0x32 0x2154 0x1 0x55 0x1cd0 0x5a031122 RMSNT http://a2adm2:8080/SophosUpdate/CIDs/S000/
0x4 CIDUpdate 0x32 0x2154 0x1 0x6b 0x1cd0 0x5a031122 RMSNT http://a2adm2:8080/SophosUpdate/CIDs/S000/
0x4 CIDUpdate 0x32 0x2154 0x1 0x55 0x1cd0 0x5a031124 SAVXP http://a2adm2:8080/SophosUpdate/CIDs/S000/
0x4 CIDUpdate 0x32 0x2154 0x1 0x6b 0x1cd0 0x5a031124 SAVXP http://a2adm2:8080/SophosUpdate/CIDs/S000/
0x4 CIDUpdate 0x32 0x2154 0x1 0x55 0x1cd0 0x5a031126 SophosAutoUpdate http://a2adm2:8080/SophosUpdate/CIDs/S000/
0x4 CIDUpdate 0x32 0x2154 0x1 0x6b 0x1cd0 0x5a031126 SophosAutoUpdate http://a2adm2:8080/SophosUpdate/CIDs/S000/
0x4 CIDUpdate 0x32 0x2154 0x1 0x55 0x1cd0 0x5a031128 SophosSystemProtection http://a2adm2:8080/SophosUpdate/CIDs/S000/
0x4 CIDUpdate 0x32 0x2154 0x1 0x23 0x1cd0 0x5a031128
0x4 CIDUpdate 0x32 0x2154 0x1 0x55 0x1cd0 0x5a03112a SophosNetworkThreatProtection http://a2adm2:8080/SophosUpdate/CIDs/S000/
0x4 CIDUpdate 0x32 0x2154 0x1 0x23 0x1cd0 0x5a03112a
0x4 CIDUpdate 0x32 0x2154 0x1 0x55 0x1cd0 0x5a03112b SophosEndpointDefense http://a2adm2:8080/SophosUpdate/CIDs/S000/
0x4 CIDUpdate 0x32 0x2154 0x1 0x23 0x1cd0 0x5a03112b
0x4 ALUpdate 0x32 0x2154 0x1 0x52 0x1cd0 0x5a03112d
0x4 ALUpdate 0x32 0x2154 0x1 0x53 0x1cd0 0x5a03112d SophosSystemProtection
0x4 ALUpdate 0x32 0x2154 0x1 0x53 0x1cd0 0x5a03112d SophosNetworkThreatProtection
0x4 ALUpdate 0x32 0x2154 0x1 0x53 0x1cd0 0x5a03112d SophosEndpointDefense
0x4 ALUpdate 0x32 0x2154 0x1 0x7b 0x1cd0 0x5a03112f

But the ALUpdate2017....log has some helpful info:

Trace(2017-Nov-08 09:13:54): Processing CID update location: http://a2adm2:8080/SophosUpdate/CIDs/S000/

...

Trace(2017-Nov-08 09:13:54): CIDUpdate(SyncProduct.Start): RMSNT, http://a2adm2:8080/SophosUpdate/CIDs/S000/
Trace(2017-Nov-08 09:13:54): CIDUpdateLocation::Sync - Updating from http CID: http://a2adm2:8080/SophosUpdate/CIDs/S000/rms

...

Trace(2017-Nov-08 09:13:54): CIDUpdateLocation::SyncProduct: Failed to update product (RMSNT) from "http://a2adm2:8080/SophosUpdate/CIDs/S000/", Error is :CIDSYNC_E_FILESYNCERROR (Error during file download.)
Trace(2017-Nov-08 09:13:54): CIDUpdate(CIDDownloadFailed): RMSNT, http://a2adm2:8080/SophosUpdate/CIDs/S000/

So it looks like SAVSCFXP is missing?

How should we proceed?

Thanks,

David

Hello David,

indeed SAVSCFXP is missing from the path. Has the correct package been used (I know, it's a question like is the power cord plugged in but ...)?

I'm not aware that setup.exe would strip the path. If you open the package (...AA.exe) with e.g. 7zip you should find a setup.vbs that calls setup.exe with wshShell.run, the -updp  should be (with added quoting for the vbs) what you've specified in the DP.

Christian

Hi QC,

I extracted the package and see this in setup.vbs:

Set wshShell = WScript.CreateObject ("WSCript.shell")
wshShell.run sDstFolder + "\SAVSCFXP\setup.exe -crt R -s -mng yes -updp " + Chr(34) + "http://a2adm2:8080/SophosUpdate/CIDs/S000/SAVSCFXP" + Chr(34) + "" + Chr(32) + scriptArgs,, true
sDstFolder = oFSO.GetSpecialFolder(2) + "\cid_packager_temp"
oFSO.DeleteFile sDstFolder + "\cid_packager.tmp"

When we try installing, the Autoupdate MSI runs and installs, but when it updates, it says Cannot contact server.

Should setup.exe be in sDstFolder + \SAVSCFXP?

David

setup.exe appears to be there:

Hello David,

setup.exe is apparently in the correct folder, otherwise AutoUpdate wouldn't get installed. The URL in -updp should be passed to AutoUpdate without modification. As far as I can (just tested with this URL) this is the case.
Hm, as it is not clear what happens where I'd try to narrow it down. Please replace S000 with, say, S999 and check the URL in the logs. If it's again truncated try without the port. And, just to make sure, AutoUpdate is the only component installed.

Christian

Hello David,

setup.exe is apparently in the correct folder, otherwise AutoUpdate wouldn't get installed. The URL in -updp should be passed to AutoUpdate without modification. As far as I can (just tested with this URL) this is the case.
Hm, as it is not clear what happens where I'd try to narrow it down. Please replace S000 with, say, S999 and check the URL in the logs. If it's again truncated try without the port. And, just to make sure, AutoUpdate is the only component installed.

Christian