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Sophos Enterprise Console 5.2.2 showing Update Manager not updating

E-Rexxie

Hi Folks

We have a SEC 5.2.2 instance which has a stuck Update Manager (the primary one on the SEC server). I've tried all sorts of things to get it going again - but to no avail.

1. restarting server

2. restarting services

3. deleting and downloading all the Warehouse and CID folders again (which seems to work fine)

The updates failed on 17 July 2014 and all I can see in the log viewer around that time are these view entries

17/07/2014 17:37:14 Error Decoding of product release Sophos Update Manager version RECOMMENDED was not done because the synchronization failed.
17/07/2014 17:37:14 Error Version information for product 'Sophos Update Manager' was not gathered by dispatcher 'DispatcherPrograms-2014-07-17T16-36-56-50', as the last synchronization of that product failed.
17/07/2014 17:37:14 Error Decoding of product release Sophos Patch Server version RECOMMENDED was not done because the synchronization failed.
17/07/2014 17:37:14 Error Version information for product 'Sophos Patch Server' was not gathered by dispatcher 'DispatcherPrograms-2014-07-17T16-36-56-50', as the last synchronization of that product failed.
17/07/2014 17:37:14 Error Decoding of product release Sophos Enterprise Console version 0.0.0 was not done because the synchronization failed.
17/07/2014 17:37:14 Error Version information for product 'Sophos Enterprise Console' was not gathered by dispatcher 'DispatcherPrograms-2014-07-17T16-36-56-50', as the last synchronization of that product failed.
17/07/2014 17:37:13 Error Decoding of product release Sophos Anti-Virus for Mac OS X 10.6+ version RECOMMENDED was not done because the synchronization failed.
17/07/2014 17:37:13 Error Version information for product 'Sophos Anti-Virus for Mac OS X 10.6+' was not gathered by dispatcher 'DispatcherPrograms-2014-07-17T16-36-56-50', as the last synchronization of that product failed.
17/07/2014 17:37:13 Error Decoding of product release Windows Endpoint Security and Control version RECOMMENDED was not done because the synchronization failed.

Surely the update manager should fix this automatically seeing as all the updates since then having been working OK???

any help would be greatly appreciated

thanks

E-Rexxie

:52401


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  • 0

    Hello E-Rexxie,

    so Updates on the Dashboard has the green check mark and a single line saying Last updated on ...? How did you notice the apparently stuck SUM in the first place?

    Could you perhaps provide a screenshot of the Update managers view? Can't imagine that there is no indication of the error. Before considering a reinstall I'd try to find out why the synchronization failed. The Logviewer display is bottom up so the initial error would be farther down. The message might or might not have sufficient detail, the SUMTrace log in %ProgramData%\Sophos\Update Manager\Logs should give more insight.

    Christian

    :52589
Reply
  • 0

    Hello E-Rexxie,

    so Updates on the Dashboard has the green check mark and a single line saying Last updated on ...? How did you notice the apparently stuck SUM in the first place?

    Could you perhaps provide a screenshot of the Update managers view? Can't imagine that there is no indication of the error. Before considering a reinstall I'd try to find out why the synchronization failed. The Logviewer display is bottom up so the initial error would be farther down. The message might or might not have sufficient detail, the SUMTrace log in %ProgramData%\Sophos\Update Manager\Logs should give more insight.

    Christian

    :52589
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