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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,

    thanks for the screenshot (BTW, the box - as opposed to the endpoints Resolve - just displays Alerts, e.g. about upcoming retirement of a product). I see that the SUM hasn't even checked after Aug 4th - any idea why (is the SUM service running)?

    In your first post you've said deleting and downloading all the Warehouse and CID folders again. This was likely on the 4th - did this indeed populate the Warehouse and recreate the CIDs? Anyway, I think it's necessary to have a look at the SUMTrace log - request Update now (note the time you do it), the Download status should after a few seconds change to Downloading binaries. If it doesn't or after it has reverted to Last checked view the latest SUMTrace log (use the time of the request to locate the start of the interesting part of the log). The point of the initial error (note that the subsequent because the synchronization failed are just inherited ones) shouldn't be too hard to find. Unless the meaning and cause of the error are obvious you'd have to attach the relevant part of the log here.

    Christian     

    :52631
Reply
  • 0

    Hello E-Rexxie,

    thanks for the screenshot (BTW, the box - as opposed to the endpoints Resolve - just displays Alerts, e.g. about upcoming retirement of a product). I see that the SUM hasn't even checked after Aug 4th - any idea why (is the SUM service running)?

    In your first post you've said deleting and downloading all the Warehouse and CID folders again. This was likely on the 4th - did this indeed populate the Warehouse and recreate the CIDs? Anyway, I think it's necessary to have a look at the SUMTrace log - request Update now (note the time you do it), the Download status should after a few seconds change to Downloading binaries. If it doesn't or after it has reverted to Last checked view the latest SUMTrace log (use the time of the request to locate the start of the interesting part of the log). The point of the initial error (note that the subsequent because the synchronization failed are just inherited ones) shouldn't be too hard to find. Unless the meaning and cause of the error are obvious you'd have to attach the relevant part of the log here.

    Christian     

    :52631
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