Download of Sophos Patch Agent failed from server (0000006b)

Hello Robert,

is this issue only on one endpoint or are there more? And is Patch the only product which can't be downloaded?

Please see Useful tips for reading the ALUpdate.log ... (note this is the detailed log) and try to locate the error - if you're not sure post the relevant part (would look like this)
TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
...
CIDUpdateLocation::SyncProduct - Updating Product: Sophos Patch Agent
...
TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
or if necessary a complete cycle.

Christian

Hello Christian,

first at all let me thank you for your reply.
Following your advice I could narrow down this problem to these lines.

Trace(2016-Feb-25 13:05:16): CIDUpdateLocation::SyncProduct - Updating Product: Sophos Patch Agent
Trace(2016-Feb-25 13:05:16): CIDUpdate(SyncProduct.Start): Downloading product Sophos Patch Agent from server \\SOPHOS-MGMT-01\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2016-Feb-25 13:05:16): CIDUpdateLocation::Sync - Updating from local CID: \\SOPHOS-MGMT-01\SophosUpdate\CIDs\S000\SAVSCFXP\spa64
Trace(2016-Feb-25 13:05:16): CIDSync(CidSyncMessage): Starting LAN connection
Trace(2016-Feb-25 13:05:16): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2016-Feb-25 13:05:16): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\spa64.map
Trace(2016-Feb-25 13:05:16): CIDSync(CidSyncMessage): A file or folder matching \\SOPHOS-MGMT-01\SophosUpdate\CIDs\S000\SAVSCFXP\spa64 could not be found.
Trace(2016-Feb-25 13:05:16): CIDUpdateLocation::SyncProduct: Failed to update product (Sophos Patch Agent) from "\\SOPHOS-MGMT-01\SophosUpdate\CIDs\S000\SAVSCFXP\", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2016-Feb-25 13:05:16): CIDUpdate(CIDDownloadFailed): Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
Trace(2016-Feb-25 13:05:17): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID

As well I tried to delete Cache in case it were corrupted ... but not luck.

Best Regards
Robert

Hello Robert,

dumb question first - the \spa64\ folder exists in the CID and its contents are accessible when you browse to the share with Explorer? Additionally - it's just Patch that fails and only on this endpoint? Or?

Some 20 lines above there should be Logging on network access user followed by Attempting to make a connection to remote machine .... What's in the next line?

Christian

Hello Christian,

when checking via explorer \spa64\ is not available.

It is just Patch that fails and only on this endpoint, yes!

This is what follows "Logging on network access user" [...]

Trace(2016-Feb-25 17:22:10): TrySyncProduct, Calling BeginSync
Trace(2016-Feb-25 17:22:10): Logging on network access user
Trace(2016-Feb-25 17:22:10): Attempting to make a connection to remote machine \\SOPHOS-MGMT-01\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2016-Feb-25 17:22:12): CIDUpdate(Info): Could not add a connection to server \\SOPHOS-MGMT-01\SophosUpdate; user MCG\su456492; Windows error 86
Trace(2016-Feb-25 17:22:12): Custom certificate already present.
Trace(2016-Feb-25 17:22:12): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat

Best Regards

Regards

Hello Christian,

when checking via explorer \spa64\ is not available.

It is just Patch that fails and only on this endpoint, yes!

This is what follows "Logging on network access user" [...]

Trace(2016-Feb-25 17:22:10): TrySyncProduct, Calling BeginSync
Trace(2016-Feb-25 17:22:10): Logging on network access user
Trace(2016-Feb-25 17:22:10): Attempting to make a connection to remote machine \\SOPHOS-MGMT-01\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2016-Feb-25 17:22:12): CIDUpdate(Info): Could not add a connection to server \\SOPHOS-MGMT-01\SophosUpdate; user MCG\su456492; Windows error 86
Trace(2016-Feb-25 17:22:12): Custom certificate already present.
Trace(2016-Feb-25 17:22:12): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat

Best Regards

Regards

Hello Soeren,

quite strange - first of all, \spa64 is there, isn't it? What's more - error 86 is "invalid password", if the credentials are incorrect download of the other products should fail in a similar manner. BTW - is this su456492 the updating user from the policy?

Christian