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Security VM error - 0000006B - Download of savupdate failed from server

We are a new Sophos installation (it's only been in production for a week).  I have deployed 3 security VM's for our virtual server environment and 4 security vm's for our virtual desktop environment.  I have one that is failing to update from my sophos enterprise console server.  It will fail as often as it updates.  The history stops updating in the enterprise console,  but when I reboot the security vm it shows that it has been updating.  See the example below,  this morning the enterprise console said this server had not updated since 1/3/16 around 1pm.  After rebooting the server, it says it has been updating since then.  But it still fails about every other update.


Any suggestions?

Thanks

Charles

1/4/2016 8:21:10 AM      0000006b      Download of savupdate failed from server \\SOPHOSEC\SophosUpdate\CIDs\S000     
1/4/2016 8:19:54 AM      00000000      Updated successfully     
1/4/2016 7:58:50 AM      00000000      Updated successfully     
1/4/2016 7:39:06 AM      0000006b      Download of savupdate failed from server \\SOPHOSEC\SophosUpdate\CIDs\S000     
1/4/2016 6:49:37 AM      00000000      Updated successfully     
1/4/2016 6:38:45 AM      0000006b      Download of savupdate failed from server \\SOPHOSEC\SophosUpdate\CIDs\S000     
1/4/2016 6:28:55 AM      00000000      Updated successfully     
1/4/2016 6:18:45 AM      0000006b      Download of savupdate failed from server \\SOPHOSEC\SophosUpdate\CIDs\S000     
1/4/2016 5:38:50 AM      00000000      Updated successfully     
1/4/2016 5:29:06 AM      0000006b      Download of savupdate failed from server \\SOPHOSEC\SophosUpdate\CIDs\S000     
1/4/2016 5:08:55 AM      00000000      Updated successfully     
1/4/2016 4:08:55 AM      00000000      Updated successfully     
1/4/2016 3:59:38 AM      0000006b      Download of savupdate failed from server \\SOPHOSEC\SophosUpdate\CIDs\S000     
1/4/2016 2:58:55 AM      00000000      Updated successfully     
1/4/2016 2:28:45 AM      0000006b      Download of savupdate failed from server \\SOPHOSEC\SophosUpdate\CIDs\S000     
1/4/2016 1:38:55 AM      00000000      Updated successfully     
1/4/2016 1:19:06 AM      0000006b      Download of savupdate failed from server \\SOPHOSEC\SophosUpdate\CIDs\S000     
1/4/2016 1:08:55 AM      00000000      Updated successfully     
1/4/2016 12:58:55 AM      0000006b      Download of savupdate failed from server \\SOPHOSEC\SophosUpdate\CIDs\S000     
1/3/2016 11:38:55 PM      00000000      Updated successfully     
1/3/2016 11:08:50 PM      0000006b      Download of savupdate failed from server \\SOPHOSEC\SophosUpdate\CIDs\S000     
1/3/2016 10:28:40 PM      0000006b      Download of savupdate failed from server \\SOPHOSEC\SophosUpdate\CIDs\S000     
1/3/2016 10:08:55 PM      00000000      Updated successfully     
1/3/2016 9:58:50 PM      0000006b      Download of savupdate failed from server \\SOPHOSEC\SophosUpdate\CIDs\S000     
1/3/2016 9:19:37 PM      00000000      Updated successfully     
1/3/2016 8:58:50 PM      0000006b      Download of savupdate failed from server \\SOPHOSEC\SophosUpdate\CIDs\S000     
1/3/2016 8:18:55 PM      00000000      Updated successfully     
1/3/2016 8:09:24 PM      0000006b      Download of savupdate failed from server \\SOPHOSEC\SophosUpdate\CIDs\S000     
1/3/2016 7:58:55 PM      00000000      Updated successfully     
1/2/2016 7:38:45 PM      0000006b      Download of savupdate failed from server \\SOPHOSEC\SophosUpdate\CIDs\S000     
1/2/2016 7:08:40 PM      00000000      Updated successfully     
1/2/2016 6:59:06 PM      0000006b      Download of savupdate failed from server \\SOPHOSEC\SophosUpdate\CIDs\S000     


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  • Hello Charles,

    It sounds like a network communication issue which may be an issue with how VMware handles its virtual network or a damaged component of the SSVM. SSVMs are very barebones and have very little components. So it would most likely be best to reinstall the VM itself. This is to see if a component it damaged which is the likely case, or if there may be an issue with the virtual network connection.

    Please update with the results.

    Sean
  • Sean,

    I have 7 security vm's and this is the only one this happens to. So I'm ok to delete the security vm and recreate it?

    Thanks
    Charles
  • Charles, If you look in \\SERVERNAME\SophosUpdate\CIDs\ is the S000 the only folder in there? Is there a "savvshield" folder under it?

    What Sean said is the easiest way to solve SSVM issues. I tried to troubleshoot one and realized I could have just rebuilt this thing in half the time I spent troubleshooting.
  • Under CID's I have S000 and savvshield under that.
    I'm going to delete the security vm and reinstall to see if that helps.

    Thanks
    Charles
  • Yes that would be the quickest solution, and there is no harm in rebuilding the SSVMs
  • So I'm trying to get an initial deployment of Agentless going in our lab and am running into this very issue. I've already redeployed the first security VM twice, and have experimented with using the FQDN and IP of the share (running on the same network on the Sophos Ent Console). This keeps failing - the SSVM throws errors about not being able to update.

    Is there a way to log into the SSVM itself to troubleshoot that connectivity?

    I understand that these security VMs are easy to redeploy but that's not a fix for an issue that appears to be out there.