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ERROR: Could not find a source for updated packages

Helpdesk NGT

Hi, in the company we have an update problem for about 3 days. No Sophos manages to update itself. Always error "Time: 01/26/2018 11:02:22
Message: ERROR: Unable to find a source for updated packages
Form: ALUpdate
Process ID: 11876
Thread ID: 9992 "

I did a test of downloading files
dci.sophosupd.com/.../54ce0370f0dab9161e0fafbb00d6cff1.dat

d1.sophosupd.com/.../b9c447e91223c2cda105fc65a7eecabfx000.dat

As I read on another post from Jak, the first file I can download it, the second says "Not Found"

How can we solve?

Thank you

 

 

-----

 

Salve, in azienda abbiamo un problema di aggiornamento da circa 3 giorni. Nessun Sophos riesce ad aggiornarsi. Sempre errore "Ora: 26/01/2018 11:02:22
Messaggio: ERRORE: impossibile trovare una fonte per i pacchetti aggiornato
Modulo: ALUpdate
ID processo: 11876
ID Thread: 9992"

Ho fatto una prova di scaricamento dei file
dci.sophosupd.com/.../54ce0370f0dab9161e0fafbb00d6cff1.dat

d1.sophosupd.com/.../b9c447e91223c2cda105fc65a7eecabfx000.dat

Come ho letto su un altro post da Jak, il primo file riesco a scaricarlo, il secondo dice "Not Found"

Come possiamo risolvere?

Grazie



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  • 0

    Hello Helpdesk NGT,

    first of all, just testing arbitrary files isn't meaningful. The names might no longer be valid (as the second one) or the file might not be part of the version you use. it only makes sense to test with a file that the ALUpdate log says has failed.

    Do the endpoints update from Sophos and which product do you actually use - Central or SESC? Please check the ALUpdate log (or if necessary post it here) for details of the error.

    Christian
        

  • 0 in reply to QC

    Hi Christian,

    i have a SECS products

    Today LOG:

     

     

    Trace(2018-Jan-26 11:50:21): =========================
    Trace(2018-Jan-26 11:50:21): ALUpdate is starting.
    Trace(2018-Jan-26 11:50:21): AutoUpdate version: 5.7
    Trace(2018-Jan-26 11:50:21): Build : 210376
    Trace(2018-Jan-26 11:50:21): Command line :
    Trace(2018-Jan-26 11:50:21): =========================
    Trace(2018-Jan-26 11:50:21): Process security set successfully
    Trace(2018-Jan-26 11:50:21): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
    Trace(2018-Jan-26 11:50:21): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
    Trace(2018-Jan-26 11:50:21): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
    Trace(2018-Jan-26 11:50:21): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
    Trace(2018-Jan-26 11:50:21): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
    Trace(2018-Jan-26 11:50:21): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is available from Sophos.
    Trace(2018-Jan-26 11:50:21): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not the Spam Rules package.
    Trace(2018-Jan-26 11:50:21): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
    Trace(2018-Jan-26 11:50:21): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
    Trace(2018-Jan-26 11:50:21): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
    Trace(2018-Jan-26 11:50:21): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
    Trace(2018-Jan-26 11:50:21): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is available from Sophos.
    Trace(2018-Jan-26 11:50:21): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is the Spam Rules package.
    Trace(2018-Jan-26 11:50:21): Computer is a not possible cluster
    Trace(2018-Jan-26 11:50:21): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
    Trace(2018-Jan-26 11:50:21): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
    Trace(2018-Jan-26 11:50:21): Considering subscribed products.
    Trace(2018-Jan-26 11:50:21): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2018-Jan-26 11:50:21): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
    Trace(2018-Jan-26 11:50:21): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
    Trace(2018-Jan-26 11:50:21): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2018-Jan-26 11:50:21): Considering product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
    Trace(2018-Jan-26 11:50:21): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is not already subscribed.
    Trace(2018-Jan-26 11:50:21): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} was added to the list.
    Trace(2018-Jan-26 11:50:21): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is removable.
    Trace(2018-Jan-26 11:50:21): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} was added to the list.
    Trace(2018-Jan-26 11:50:21): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is optional.
    Trace(2018-Jan-26 11:50:21): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is removable.
    Trace(2018-Jan-26 11:50:21): Product {1129226C-32AB-4B72-85E1-A9CC8DFBC859} was added to the list.
    Trace(2018-Jan-26 11:50:21): Product {1129226C-32AB-4B72-85E1-A9CC8DFBC859} is optional.
    Trace(2018-Jan-26 11:50:21): Product {1129226C-32AB-4B72-85E1-A9CC8DFBC859} is removable.
    Trace(2018-Jan-26 11:50:21): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2018-Jan-26 11:50:21): GenerateCustomerID: complete
    Trace(2018-Jan-26 11:50:21): Computer is a not possible cluster
    Trace(2018-Jan-26 11:50:21): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
    Trace(2018-Jan-26 11:50:21): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
    Trace(2018-Jan-26 11:50:21): IPCSender::ProcessSend started
    Trace(2018-Jan-26 11:50:21): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2018-Jan-26 11:50:21): RMSMessageHandler: ALUpdateStart
    Trace(2018-Jan-26 11:50:21): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2018-Jan-26 11:50:21): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2018-Jan-26 11:50:21): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2018-Jan-26 11:50:21): ALUpdate(AutoUpdate.Started):
    Trace(2018-Jan-26 11:50:21): UpdateCoordinator::UpdateNow: Entering
    Trace(2018-Jan-26 11:50:21): PopulateCache: Entering
    Trace(2018-Jan-26 11:50:21): UpdateCoordinator::UpdateNow: current platform is WIN_10_X64
    Trace(2018-Jan-26 11:50:21): ProductFactory::Create: SimpleProduct: {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2018-Jan-26 11:50:21): ProductFactory::Create: SAU Product
    Trace(2018-Jan-26 11:50:21): ProductFactory::Create: SimpleProduct: {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
    Trace(2018-Jan-26 11:50:21): ProductFactory::Create: SimpleProduct: {8087796B-2289-4897-98A5-58FF23DAAFD0}
    Trace(2018-Jan-26 11:50:21): ProductFactory::Create: SimpleProduct: {1129226C-32AB-4B72-85E1-A9CC8DFBC859}
    Trace(2018-Jan-26 11:50:21): RelativeCidUpdateSourceLocator::AugmentUpdateSources: Entering
    Trace(2018-Jan-26 11:50:21): Skipping SDDS2 update location: Sophos
    Trace(2018-Jan-26 11:50:21): RelativeCidUpdateSourceLocator::AugmentUpdateSources: Finished. Number of new locations added: 0
    Trace(2018-Jan-26 11:50:21): UpdateCoordinator::UpdateNow: About to Sync list of products
    Trace(2018-Jan-26 11:50:21): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS2
    Trace(2018-Jan-26 11:50:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
    Trace(2018-Jan-26 11:50:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
    Trace(2018-Jan-26 11:50:21): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2018-Jan-26 11:50:21): SULUpdateLocation created!
    Trace(2018-Jan-26 11:50:21): TrySyncProduct, Calling BeginSync
    Trace(2018-Jan-26 11:50:21): SULUpdateLocation: BeginSync
    Trace(2018-Jan-26 11:50:21): Path to decode files to: C:\Program Files (x86)\Sophos\AutoUpdate\decode
    Trace(2018-Jan-26 11:50:21): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
    Trace(2018-Jan-26 11:50:21): Calling SULDownloader Setup...
    Trace(2018-Jan-26 11:50:21): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
    Trace(2018-Jan-26 11:50:21): decodePath: "C:\Program Files (x86)\Sophos\AutoUpdate\decode"
    Trace(2018-Jan-26 11:50:21): certPath: "C:\Program Files (x86)\Sophos\AutoUpdate"
    Trace(2018-Jan-26 11:50:21): server = sophos
    Trace(2018-Jan-26 11:50:21): Adding Sophos Update Location: dci.sophosupd.com/update
    Trace(2018-Jan-26 11:50:21): Adding Sophos Update Location: dci.sophosupd.net/update
    Trace(2018-Jan-26 11:50:21): No manually configured proxy.
    Trace(2018-Jan-26 11:50:21): SULDownloader setup successful.
    Trace(2018-Jan-26 11:50:21): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
    Trace(2018-Jan-26 11:50:24): Failed to authenticate
    Trace(2018-Jan-26 11:50:24): Failed: SDDS2 CheckResubscription failed
    Trace(2018-Jan-26 11:50:24): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
    Trace(2018-Jan-26 11:50:24): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS2
    Trace(2018-Jan-26 11:50:24): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
    Trace(2018-Jan-26 11:50:24): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
    Trace(2018-Jan-26 11:50:24): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2018-Jan-26 11:50:24): SULUpdateLocation created!
    Trace(2018-Jan-26 11:50:24): TrySyncProduct, Calling BeginSync
    Trace(2018-Jan-26 11:50:24): SULUpdateLocation: BeginSync
    Trace(2018-Jan-26 11:50:24): Path to decode files to: C:\Program Files (x86)\Sophos\AutoUpdate\decode
    Trace(2018-Jan-26 11:50:24): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
    Trace(2018-Jan-26 11:50:24): Calling SULDownloader Setup...
    Trace(2018-Jan-26 11:50:24): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
    Trace(2018-Jan-26 11:50:24): decodePath: "C:\Program Files (x86)\Sophos\AutoUpdate\decode"
    Trace(2018-Jan-26 11:50:24): certPath: "C:\Program Files (x86)\Sophos\AutoUpdate"
    Trace(2018-Jan-26 11:50:24): server = sophos
    Trace(2018-Jan-26 11:50:24): Adding Sophos Update Location: dci.sophosupd.com/update
    Trace(2018-Jan-26 11:50:24): Adding Sophos Update Location: dci.sophosupd.net/update
    Trace(2018-Jan-26 11:50:24): No manually configured proxy.
    Trace(2018-Jan-26 11:50:24): SULDownloader setup successful.
    Trace(2018-Jan-26 11:50:24): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
    Trace(2018-Jan-26 11:50:27): Failed to authenticate
    Trace(2018-Jan-26 11:50:27): Failed: SDDS2 CheckResubscription failed
    Trace(2018-Jan-26 11:50:27): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
    Trace(2018-Jan-26 11:50:27): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS2
    Trace(2018-Jan-26 11:50:27): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
    Trace(2018-Jan-26 11:50:27): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
    Trace(2018-Jan-26 11:50:27): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2018-Jan-26 11:50:27): SULUpdateLocation created!
    Trace(2018-Jan-26 11:50:27): TrySyncProduct, Calling BeginSync
    Trace(2018-Jan-26 11:50:27): SULUpdateLocation: BeginSync
    Trace(2018-Jan-26 11:50:27): Path to decode files to: C:\Program Files (x86)\Sophos\AutoUpdate\decode
    Trace(2018-Jan-26 11:50:27): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
    Trace(2018-Jan-26 11:50:27): Calling SULDownloader Setup...
    Trace(2018-Jan-26 11:50:27): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
    Trace(2018-Jan-26 11:50:27): decodePath: "C:\Program Files (x86)\Sophos\AutoUpdate\decode"
    Trace(2018-Jan-26 11:50:27): certPath: "C:\Program Files (x86)\Sophos\AutoUpdate"
    Trace(2018-Jan-26 11:50:27): server = sophos
    Trace(2018-Jan-26 11:50:27): Adding Sophos Update Location: dci.sophosupd.com/update
    Trace(2018-Jan-26 11:50:27): Adding Sophos Update Location: dci.sophosupd.net/update
    Trace(2018-Jan-26 11:50:27): No manually configured proxy.
    Trace(2018-Jan-26 11:50:27): SULDownloader setup successful.
    Trace(2018-Jan-26 11:50:27): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
    Trace(2018-Jan-26 11:50:29): Failed to authenticate
    Trace(2018-Jan-26 11:50:29): Failed: SDDS2 CheckResubscription failed
    Trace(2018-Jan-26 11:50:29): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
    Trace(2018-Jan-26 11:50:29): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS2
    Trace(2018-Jan-26 11:50:29): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
    Trace(2018-Jan-26 11:50:29): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
    Trace(2018-Jan-26 11:50:29): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2018-Jan-26 11:50:29): SULUpdateLocation created!
    Trace(2018-Jan-26 11:50:29): TrySyncProduct, Calling BeginSync
    Trace(2018-Jan-26 11:50:29): SULUpdateLocation: BeginSync
    Trace(2018-Jan-26 11:50:29): Path to decode files to: C:\Program Files (x86)\Sophos\AutoUpdate\decode
    Trace(2018-Jan-26 11:50:29): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
    Trace(2018-Jan-26 11:50:29): Calling SULDownloader Setup...
    Trace(2018-Jan-26 11:50:29): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
    Trace(2018-Jan-26 11:50:29): decodePath: "C:\Program Files (x86)\Sophos\AutoUpdate\decode"
    Trace(2018-Jan-26 11:50:29): certPath: "C:\Program Files (x86)\Sophos\AutoUpdate"
    Trace(2018-Jan-26 11:50:29): server = sophos
    Trace(2018-Jan-26 11:50:29): Adding Sophos Update Location: dci.sophosupd.com/update
    Trace(2018-Jan-26 11:50:29): Adding Sophos Update Location: dci.sophosupd.net/update
    Trace(2018-Jan-26 11:50:29): No manually configured proxy.
    Trace(2018-Jan-26 11:50:29): SULDownloader setup successful.
    Trace(2018-Jan-26 11:50:29): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
    Trace(2018-Jan-26 11:50:32): Failed to authenticate
    Trace(2018-Jan-26 11:50:32): Failed: SDDS2 CheckResubscription failed
    Trace(2018-Jan-26 11:50:32): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
    Trace(2018-Jan-26 11:50:32): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS2
    Trace(2018-Jan-26 11:50:32): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
    Trace(2018-Jan-26 11:50:32): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
    Trace(2018-Jan-26 11:50:32): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2018-Jan-26 11:50:32): SULUpdateLocation created!
    Trace(2018-Jan-26 11:50:32): TrySyncProduct, Calling BeginSync
    Trace(2018-Jan-26 11:50:32): SULUpdateLocation: BeginSync
    Trace(2018-Jan-26 11:50:32): Path to decode files to: C:\Program Files (x86)\Sophos\AutoUpdate\decode
    Trace(2018-Jan-26 11:50:32): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
    Trace(2018-Jan-26 11:50:32): Calling SULDownloader Setup...
    Trace(2018-Jan-26 11:50:32): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
    Trace(2018-Jan-26 11:50:32): decodePath: "C:\Program Files (x86)\Sophos\AutoUpdate\decode"
    Trace(2018-Jan-26 11:50:32): certPath: "C:\Program Files (x86)\Sophos\AutoUpdate"
    Trace(2018-Jan-26 11:50:32): server = sophos
    Trace(2018-Jan-26 11:50:32): Adding Sophos Update Location: dci.sophosupd.com/update
    Trace(2018-Jan-26 11:50:32): Adding Sophos Update Location: dci.sophosupd.net/update
    Trace(2018-Jan-26 11:50:32): No manually configured proxy.
    Trace(2018-Jan-26 11:50:32): SULDownloader setup successful.
    Trace(2018-Jan-26 11:50:32): SubscriptionProvider: StandaloneWindows/RECOMMENDED/10
    Trace(2018-Jan-26 11:50:34): Failed to authenticate
    Trace(2018-Jan-26 11:50:34): Failed: SDDS2 CheckResubscription failed
    Trace(2018-Jan-26 11:50:34): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
    Trace(2018-Jan-26 11:50:34): ALUpdate():
    Trace(2018-Jan-26 11:50:34): ALUpdate(DownloadEnded):
    Trace(2018-Jan-26 11:50:34): UpdateCoordinator::UpdateNow: About to Action list of products
    Trace(2018-Jan-26 11:50:34): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==true numfilestocahce 1 Actiontype SetupNot preinstalled product
    Trace(2018-Jan-26 11:50:34): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==true numfilestocahce 1 Actiontype SetupNot preinstalled product
    Trace(2018-Jan-26 11:50:34): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==true numfilestocahce 1 Actiontype SetupNot preinstalled product
    Trace(2018-Jan-26 11:50:34): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==false numfilestocahce 1 Actiontype SetupNot preinstalled product
    Trace(2018-Jan-26 11:50:34): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==false numfilestocahce 1 Actiontype SetupNot preinstalled product
    Trace(2018-Jan-26 11:50:36): RMSMessageHandler: ALUpdateEnd
    Trace(2018-Jan-26 11:50:36): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage></Config>
    Trace(2018-Jan-26 11:50:36): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage></Config>
    Trace(2018-Jan-26 11:50:36): IPCSender::ProcessSend: Listener not ready starting to wait
    Trace(2018-Jan-26 11:50:37): IPCSender::ProcessSend exiting
    Trace(2018-Jan-26 11:50:37): ALUpdate finished

     

     

    thanks for the assistance

  • 0 in reply to Helpdesk NGT

    Hello,

    these are stand-alone installations, are these special computers or why don't you use a management server?
    Anyway - what happened three days ago? Failed to authenticate suggests  that the update credentials (those from your license schedule) in the update settings are incorrect. If you are sure they are correct it could be a problem on the backend (the download locations) in which case please contact customercare@sophos.com.

    Christian

Reply
  • 0 in reply to Helpdesk NGT

    Hello,

    these are stand-alone installations, are these special computers or why don't you use a management server?
    Anyway - what happened three days ago? Failed to authenticate suggests  that the update credentials (those from your license schedule) in the update settings are incorrect. If you are sure they are correct it could be a problem on the backend (the download locations) in which case please contact customercare@sophos.com.

    Christian

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