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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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    Hello E-Rexxie,

    that's the Logviewer view - could you also check the latest SUMTrace log please? There should be at least some "heartbeat" activity recorded.  

    In addition - check if SUM_Status.xml in C:\Program Files (x86)\Sophos\Update Manager\ is current and perhaps view it. You should find among other things the CID paths and product version numbers (e.g. 10.3.7) for the subscribed products. Checking and updating the SUM configuration should do no harm. Change one of the intervals in the Schedule tab and click OK (normally you wouldn't notice a change in the Configuration column which displays Matches but you should see that config.xml in the Program Files directory has been updated).      

    Christian

    :52637
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  • 0

    Hello E-Rexxie,

    that's the Logviewer view - could you also check the latest SUMTrace log please? There should be at least some "heartbeat" activity recorded.  

    In addition - check if SUM_Status.xml in C:\Program Files (x86)\Sophos\Update Manager\ is current and perhaps view it. You should find among other things the CID paths and product version numbers (e.g. 10.3.7) for the subscribed products. Checking and updating the SUM configuration should do no harm. Change one of the intervals in the Schedule tab and click OK (normally you wouldn't notice a change in the Configuration column which displays Matches but you should see that config.xml in the Program Files directory has been updated).      

    Christian

    :52637
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