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Decode Operation Failed with Unexpected Error.

TaylorManeri

Hey all,

Fresh install of Sophos Enterprise Console on Server 2012. No issues with installation. Entered in the username/password for update.

However, the Update Manager cannot download any updates. In the logs, I see this:

4/8/2016 9:30:47 AM Error Decode operation failed with an unexpected error. Details: Failed to read customer file content.
4/8/2016 9:30:47 AM Error Version information for product 'Sophos Update Manager' was not gathered by dispatcher 'DispatcherSupplements-2016-04-08T13-30-47-2', as the last synchronization of that product failed.
4/8/2016 9:30:47 AM Error Decode operation failed with an unexpected error. Details: Failed to read customer file content.
4/8/2016 9:30:47 AM Error Version information for product 'Sophos Patch Server' was not gathered by dispatcher 'DispatcherSupplements-2016-04-08T13-30-47-2', as the last synchronization of that product failed.
4/8/2016 9:30:47 AM Error Decode operation failed with an unexpected error. Details: Failed to read customer file content.
4/8/2016 9:30:47 AM Error Version information for product 'Sophos Enterprise Console' was not gathered by dispatcher 'DispatcherSupplements-2016-04-08T13-30-47-2', as the last synchronization of that product failed.
4/8/2016 9:30:47 AM Error Decode operation failed with an unexpected error. Details: Failed to read customer file content.
4/8/2016 9:30:47 AM Error Version information for product 'Windows Endpoint Security and Control' was not gathered by dispatcher 'DispatcherSupplements-2016-04-08T13-30-47-2', as the last synchronization of that product failed.
4/8/2016 9:30:47 AM Error Synchronize operation failed when synchronizing protection data. Details: Corrupted local customer file.
4/8/2016 9:30:02 AM Error Decode operation failed with an unexpected error. Details: Failed to read customer file content.
4/8/2016 9:30:02 AM Error Version information for product 'Sophos Update Manager' was not gathered by dispatcher 'DispatcherPrograms-2016-04-08T13-29-56-4', as the last synchronization of that product failed.

I've stopped the service and deleted everything in the Warehouse and Working (though I've never seen files in the Working folder, yet). Did not resolve.



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  • 0

    Hi Taylor,

    Logs show "Failed to read customer file content." Do you get any files in your Warehouse folder at all?

    Could you confirm you can access the following from your SEC server:

    dci.sophosupd.com

    dci.sophosupd.net

    If so, I would then check any device that does web filtering on your network, like a perimeter firewall. It could be that the file is being blocked by such device.

    Let us know how this goes

    Good day,

    Voicu.

Reply
  • 0

    Hi Taylor,

    Logs show "Failed to read customer file content." Do you get any files in your Warehouse folder at all?

    Could you confirm you can access the following from your SEC server:

    dci.sophosupd.com

    dci.sophosupd.net

    If so, I would then check any device that does web filtering on your network, like a perimeter firewall. It could be that the file is being blocked by such device.

    Let us know how this goes

    Good day,

    Voicu.

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