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Enterprise Console not loading any updates

EricFellmann

Hello @ all,

I have a problem with a new clean installation at one of our customers. The installation completed successfully, but the Enterprise Console can not download any updates. There is always an error with Code 80040410 followed by 80040401 and 80040404.. The first error says "Data read from the update source for software subscription "recommended" was invalid (e.g. corrupt or incomplete).

I already checked the license, but the license is right. I also deleted the content of the folders "C:\ProgramData\Sophos\Update Manager\Working" and "C:\ProgramData\Sophos\Update Manager\Update Manager\Warehouse" and also checked the privileges for the administrator account. Everything is fine.

I do not have any content in the "Working" folder, but have many content in the "Warehouse" folder. There are many folders with any letters (e.g. 2C8166CD-F834-.....).

The support could not help me until now, maybe here has someone any idea?

Console is version 5.3.1.

Thanks and best regards

Dennis



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  • 0

    Hello Dennis,

    support could not help me until now
    did you send them the SDU logs? What could we know that Support doesn't [:)]?
    Please check the SUMTrace log - shouldn't be too hard to sport the error. Likely it mentions a certain file in the Warehouse.

    Christian

  • 0 in reply to QC
    Hello Christian,

    first thanks for your answer.

    Yes, I sent them the SDU logs, but they couldn't figure it out until now, maybe they get in touch with me today, I'll wait.

    In the SUMTrace log is the following to see:

    2015-12-18 00:05:02 : Cmd-ALL << [I1021][ActionSyncSupplements][DispatcherSupplements-2015-12-17T23-05-02-199] Action 'ActionSyncSupplements' with caller 'DispatcherSupplements-2015-12-17T23-05-02-199' started...
    2015-12-18 00:05:02 : Cmd-ALL << [E4020][Corrupted local customer file.] Supplement synchronization operation failed. Details: Corrupted local customer file.
    2015-12-18 00:05:02 : Cmd-ALL << [E400D][ActionSyncSupplements][DispatcherSupplements-2015-12-17T23-05-02-199] Action 'ActionSyncSupplements' with caller 'DispatcherSupplements-2015-12-17T23-05-02-199' failed!
    2015-12-18 00:05:02 : Cmd-ALL << [I1021][ActionGatherCurrencyData-Sub0][DispatcherSupplements-2015-12-17T23-05-02-199] Action 'ActionGatherCurrencyData-Sub0' with caller 'DispatcherSupplements-2015-12-17T23-05-02-199' started...
    2015-12-18 00:05:02 : GatherCurrencyData: Considering payload Payload-Sub0...
    2015-12-18 00:05:02 : GatherCurrencyData: Sync marked as failed, sending the abort.
    2015-12-18 00:05:02 : Cmd-ALL << [E402D][DispatcherSupplements-2015-12-17T23-05-02-199][7ba49542-049c-4154-aad9-cf19a9ec7be5] Gather Currency Data operation invoked by dispatcherId 'DispatcherSupplements-2015-12-17T23-05-02-199' on product with rigid name '7ba49542-049c-4154-aad9-cf19a9ec7be5' has been aborted because the data has not been synchronised correctly.
    2015-12-18 00:05:02 : Cmd-ALL << [I0009][ActionGatherCurrencyData-Sub0][DispatcherSupplements-2015-12-17T23-05-02-199] Action 'ActionGatherCurrencyData-Sub0' with caller 'DispatcherSupplements-2015-12-17T23-05-02-199' succeeded!


    Maybe you see anything? "Sync marked as failed, sending the abort" is the thing I see there.

    Thanks, Dennis :)
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  • 0 in reply to QC
    Hello Christian,

    first thanks for your answer.

    Yes, I sent them the SDU logs, but they couldn't figure it out until now, maybe they get in touch with me today, I'll wait.

    In the SUMTrace log is the following to see:

    2015-12-18 00:05:02 : Cmd-ALL << [I1021][ActionSyncSupplements][DispatcherSupplements-2015-12-17T23-05-02-199] Action 'ActionSyncSupplements' with caller 'DispatcherSupplements-2015-12-17T23-05-02-199' started...
    2015-12-18 00:05:02 : Cmd-ALL << [E4020][Corrupted local customer file.] Supplement synchronization operation failed. Details: Corrupted local customer file.
    2015-12-18 00:05:02 : Cmd-ALL << [E400D][ActionSyncSupplements][DispatcherSupplements-2015-12-17T23-05-02-199] Action 'ActionSyncSupplements' with caller 'DispatcherSupplements-2015-12-17T23-05-02-199' failed!
    2015-12-18 00:05:02 : Cmd-ALL << [I1021][ActionGatherCurrencyData-Sub0][DispatcherSupplements-2015-12-17T23-05-02-199] Action 'ActionGatherCurrencyData-Sub0' with caller 'DispatcherSupplements-2015-12-17T23-05-02-199' started...
    2015-12-18 00:05:02 : GatherCurrencyData: Considering payload Payload-Sub0...
    2015-12-18 00:05:02 : GatherCurrencyData: Sync marked as failed, sending the abort.
    2015-12-18 00:05:02 : Cmd-ALL << [E402D][DispatcherSupplements-2015-12-17T23-05-02-199][7ba49542-049c-4154-aad9-cf19a9ec7be5] Gather Currency Data operation invoked by dispatcherId 'DispatcherSupplements-2015-12-17T23-05-02-199' on product with rigid name '7ba49542-049c-4154-aad9-cf19a9ec7be5' has been aborted because the data has not been synchronised correctly.
    2015-12-18 00:05:02 : Cmd-ALL << [I0009][ActionGatherCurrencyData-Sub0][DispatcherSupplements-2015-12-17T23-05-02-199] Action 'ActionGatherCurrencyData-Sub0' with caller 'DispatcherSupplements-2015-12-17T23-05-02-199' succeeded!


    Maybe you see anything? "Sync marked as failed, sending the abort" is the thing I see there.

    Thanks, Dennis :)
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  • 0 in reply to EricFellmann

    Hello Dennis,

    wish I'd know what this local customer file is - it has been mentioned a few times in conjunction with SUM errors but AFAIK none of the poster has ever followed up with an explanation (maybe it's the ultimate trade secret and Support demands a non-disclosure agreement [;)]). 
    So you could complete the configuration wizard and select a subscription? If you edit the Recommended subscription the correct License family is displayed? Just wondering whether it could be sumcf.dat in \Warehouse\catalogue\ ... Does it exist? Its contents are (or should be) subscription details, a signature, and two certificates. You've already cleared the Warehouse and a recurring local error is very unlikely , it could (I only say, could) be a gateway (firewall?).

    Christian

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