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Sophos Auto update not working in Enterprise Console

Vivek VK

 Hi,

Sophos Enterprise Manager is not updating automatically. Each and every time I need to restart the "Sophos Update Manager" Service and "Sophos Message Router" Service to update the enterprise console.

 

Please help, its been happening for 6 months.

 

Thanks,

Vivek Krishnakumar



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  • 0

    Hello Vivek Krishnakumar,

    it's not clear what it is that is not updating automatically. Could you perhaps provide screenshots that show what you are referring to?

    Christian

  • 0 in reply to QC

    Hi Chris,

    Currently the issue resolved, after I have restarted the services. I will attach the screenshots when the issue happens again.

    Thanks,

    Vivek

  • 0 in reply to QC

    Hi Christian,

    I have attached a screenshot of Enterprise console.The Updates will be stuck at "Downloading Binaries".

    Every time I need to restart the "Sophos Update Manager" and "Sophos Message Router" Service to fix the downloading of updates.

     

    Please advice.

     

    Thanks ,

    Vivek Krishnakuamr

  • 0 in reply to Vivek VK

    Hello Vivek Krishnakuamr,

    I don't think it is SUM that gets stuck. If you go to the Endpoints view, tab Computer Details, what timestamp is in the Last message time column for SJB-SR-SB3 (and also for the other endpoints)?

    Christian

  • 0 in reply to QC

    Hi Christian,

    Please see the screenshot of last message time.

  • 0 in reply to Vivek VK

    Hello Vivek Krishnakuamr,

    what is the current Last updated in the Update Managers view? I assume you have restarted the services after the screenshot that says 08/02/2019, haven't you?

    Christian

  • 0 in reply to QC

    Hi Christian,

    I have not restarted the services, the updates are still stuck.

  • 0 in reply to Vivek VK

    Hello Vivek Krishnakuamr,

    the latest SUMTrace log in %ProgramData%\Sophos\Update Manager\Logs\ and Agent log in %ProgramData%\Sophos\Remote Management System\3\Agent\Logs\ should show if SUM is indeed stuck. Also please check the timestamp on master.upd in \\yourserver\SophosUpdate\CIDs\S000\SAVSCFXP\.

    Christian

  • 0 in reply to QC

    Hi Christian,

    I have checked the logs and there are no blocked logs.

    Log that shown in Update maanger logs

    2019-02-12 00:54:39 : Tue Feb 12 00:54:39 2019 - No action

    2019-02-12 00:54:41 : Tue Feb 12 00:54:41 2019 - No action

    2019-02-12 00:55:40 : Tue Feb 12 00:55:40 2019 - No action

    2019-02-12 00:55:41 : Tue Feb 12 00:55:41 2019 - No action

    2019-02-12 00:55:43 : Tue Feb 12 00:55:43 2019 - ACTION

    2019-02-12 00:55:43 : Cmd-ALL << [I1022][DispatcherPrograms-2019-02-12T00-55-43-106] Dispatcher with ID 'DispatcherPrograms-2019-02-12T00-55-43-106' skipped, because one or more associated events are still in progress.

    2019-02-12 00:56:42 : Tue Feb 12 00:56:42 2019 - No action

    2019-02-12 00:56:44 : Tue Feb 12 00:56:44 2019 - No action

    2019-02-12 00:56:45 : Tue Feb 12 00:56:45 2019 - No action

    2019-02-12 00:57:45 : Tue Feb 12 00:57:45 2019 - No action

     

    The master.upd date, please find below.

  • 0 in reply to Vivek VK

    Hello Vivek Krishnakuamr,

    Dispatcher with ID 'DispatcherPrograms-2019-02-12T00-55-43-106' skipped, because one or more associated events are still in progress
    suggests there's indeed something stuck in SUM and the timestamps you show confirm this. If your SUMTrace logs date back to 07/02/2019 copy them to some other location. It's necessary to rummage through them to find the point where it apparently stops processing.
    If the logs are still there I'd suggest you use SDU to collect all logs and send them to Support. 

    Christian 

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