Thread Info
  • State Verified Answer
  • Locked Locked
  • Replies 11 replies
  • Subscribers 0 subscribers
  • Views 35157 views
  • Users 0 members are here
Options
Suggested
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

Enterprise Console - Update failure

Contrac_IT

Hello,

I'm not sure if this is the correct area, please advise if not.

I've installed a trial version of Sophos Enterprise Console in a Win2012 environment and trying to deploy to 3 windows 8 machines for testing purposes.

At first I was getting the error: 80070002 The installation could not be started: The system cannot find the file specified. The computer may need additional configuration before installation.

I'd gone through the installation pre-requisites and watched a nice little video, checked shares and could access from workstation, eventually noticed opening firewalls via domain policy for inbound and outbound for reporting purposes.

I added these to domain policy and then I could push out to the workstation. If I go to the work station I can see Sophos installed now but it keeps saying update failed.

If I right-click and do manual update I get the progress window throwing files across saying contacting server...for about 1 minute then says cannot contact server.

1 question is where do I see the log file that may provide more information as to why this is. If I look in Enterprise Console > Events there is nothing in here.

If I browse to the workstation log file I see its a specific log file which needs to be open using Sophos but can't find which .exe file I need to open with for it or can I access these somehow via the console ?

Or if anyone might know why I can get this far and its able to install on workstations but no update.

The Status in console has just stayed with the orange down arrow next to computer for about 40 mins now with no change....as of writing this I finally got an error saying "computer is not yet managed"

So I understand this to be a firewall issue yet checking on deployment server and workstation in question I can see domain policy has deployed my inbound firewall rules for ports 8192 and 8194

Snippet from log file:
Trace(2015-Feb-20 16:44:45): Logging on network access user
Trace(2015-Feb-20 16:44:45): Attempting to make a connection to remote machine \\HA-SOPHOS\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2015-Feb-20 16:44:47): CIDUpdate(Info): \\HA-SOPHOS\SophosUpdate, HASBS\administrator, 86
Trace(2015-Feb-20 16:44:57): GetCacDotPemFromLocalRMS could not open the Router registry key.
Trace(2015-Feb-20 16:44:57): GetCacDotPemFromSUM could not open the Management Tools registry key.
Trace(2015-Feb-20 16:44:57): Custom certificate could not be obtained.
Trace(2015-Feb-20 16:44:57): Remote connection over UNC.
Trace(2015-Feb-20 16:45:02): File master.upd not found (Remote). Return code 0x80040f04
Trace(2015-Feb-20 16:45:02): Unable to read file master.upd (Remote)
Trace(2015-Feb-20 16:45:02): Unable to synchronise file root.upd.
Trace(2015-Feb-20 16:45:02): Unable to synchronise file escdp.dat.
Trace(2015-Feb-20 16:45:02): Unable to synchronise file ProductID.dat.
Trace(2015-Feb-20 16:45:02): Unable to recover file root.upd.
Trace(2015-Feb-20 16:45:02): Unable to recover file escdp.dat.
Trace(2015-Feb-20 16:45:02): Unable to recover file ProductID.dat.
Trace(2015-Feb-20 16:45:06): Error -2147217660 in ReadCustomerIDFile
Trace(2015-Feb-20 16:45:06): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2015-Feb-20 16:45:06): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP
Trace(2015-Feb-20 16:45:06): CIDUpdate(SyncProduct.Start): SAVXP, \\HA-SOPHOS\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2015-Feb-20 16:45:06): CIDUpdateLocation::Sync - Updating from local CID: \\HA-SOPHOS\SophosUpdate\CIDs\S000\SAVSCFXP\savxp
Trace(2015-Feb-20 16:45:06): CIDSync(CidSyncMessage):
Trace(2015-Feb-20 16:45:11): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2015-Feb-20 16:45:11): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\savxp.map
Trace(2015-Feb-20 16:45:11): CIDSync(CidSyncMessage): \\HA-SOPHOS\SophosUpdate\CIDs\S000\SAVSCFXP\savxp,
Trace(2015-Feb-20 16:45:11): CIDUpdateLocation::SyncProduct: Failed to update product (SAVXP) from "\\HA-SOPHOS\SophosUpdate\CIDs\S000\SAVSCFXP\", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2015-Feb-20 16:45:11): CIDUpdate(CIDDownloadFailed):
Trace(2015-Feb-20 16:45:12): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2015-Feb-20 16:45:12): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2015-Feb-20 16:45:12): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2015-Feb-20 16:45:12): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
Trace(2015-Feb-20 16:45:12): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2015-Feb-20 16:45:12): Calling package_source_init
Trace(2015-Feb-20 16:45:12): TrySyncProduct, Calling BeginSync

Cheers for any input.

Glenn

:55917


This thread was automatically locked due to age.
  • 0

    I think it might of been sorted.

    I've ended up going to advanced sharing for C:\ProgramData\Sophos\Update Manager\Update Manager\CIDs\S000\SAVSCFXP

    So for the \SAVSCFXP folder I right-clicked on this and did advanced sharing and then put everyone group in that.

    It's taken off the computer requires restart in console and doesn't report any update failures so i think its ok.  Plus it also added another computer without any input from me from the previous install I guess it still had the agent on.

    Ultimately I think it's down to my lack of knowledge with sharing permissions maybe, I'm sure nobody else gets this problem.

    But I guess my main question is during the install it sets up this share but how come it isn't set like I've had to set it or am I mis-understanding the setup.

    Cheers for input

    Glenn

    :56014
Unfiltered HTML