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Update Manager not working after Enterprise Console Migration

MaxBoegl

Hello,

I did an upgrade of our enterprise console with all components to a new installed machine. (Had some Filesystem Bluescreen´s on the old machine)

I first did an Upgrade to 5.3.1 on the old machine, made a backup with utility provided and a restore on the new machine ( used the documentation https://www.sophos.com/de-de/medialibrary/PDFs/documentation/sec_53_ugeng.pdf?la=de-DE)


Server is allowed to communicate throgh Port 80 to the internet and also http://dci.sophosupd.com/throug a browser gives me a

Sophos dci Site

Connection Successful

For us it seems the server doesn´t even try to get the updates, no connections visible on the firewall.

The error Message in the Update Manager after providing the credentials is "Timeout" and on download status it tried to download the last time at the end of march.

SUMTrace Log looks like this:

2016-04-11 11:17:50 : Mon Apr 11 11:17:50 2016 - No action
2016-04-11 11:17:50 : Mon Apr 11 11:17:50 2016 - No action
2016-04-11 11:17:50 : Mon Apr 11 11:17:50 2016 - No action
2016-04-11 11:17:50 : Mon Apr 11 11:17:50 2016 - No action
2016-04-11 11:18:50 : Mon Apr 11 11:18:50 2016 - No action
2016-04-11 11:18:50 : Mon Apr 11 11:18:50 2016 - No action
2016-04-11 11:18:50 : Mon Apr 11 11:18:50 2016 - ACTION
2016-04-11 11:18:50 : Cmd-ALL << [I1018][DispatcherSupplements-2016-04-11T09-18-50-12][0] Started dispatcher with ID 'DispatcherSupplements-2016-04-11T09-18-50-12'. It will run 0 events.
2016-04-11 11:18:50 : Mon Apr 11 11:18:50 2016 - No action
2016-04-11 11:19:50 : Mon Apr 11 11:19:50 2016 - No action
2016-04-11 11:19:50 : Mon Apr 11 11:19:50 2016 - No action
2016-04-11 11:19:50 : Mon Apr 11 11:19:50 2016 - No action
2016-04-11 11:19:50 : Mon Apr 11 11:19:50 2016 - No action

Thanks in advance !



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  • 0

    Hello MPower,

    after providing the credentials
    I assume this is Configure update manager -> Sources -> Add (selecting Sophos in Source Details). You should see this in the SUMTrace as (I think) CheckWarehouse - but guess it just confirms the timeout. Was the SUM and subscription information there after migration?
    no connections visible on the firewall
    AFAIK the Update Manager has the dci.sophosupd.com/update/ and ....net/update/ URLs hard-coded, they won't work with a simple GET though. As name resolution works there should be a connection attempt (usually I "consult" Wireshark in such cases).     

    Christian

Reply
  • 0

    Hello MPower,

    after providing the credentials
    I assume this is Configure update manager -> Sources -> Add (selecting Sophos in Source Details). You should see this in the SUMTrace as (I think) CheckWarehouse - but guess it just confirms the timeout. Was the SUM and subscription information there after migration?
    no connections visible on the firewall
    AFAIK the Update Manager has the dci.sophosupd.com/update/ and ....net/update/ URLs hard-coded, they won't work with a simple GET though. As name resolution works there should be a connection attempt (usually I "consult" Wireshark in such cases).     

    Christian

Children
  • 0 in reply to QC

    Thanks for your response Christian,


    Im also in contact with support. They checked the log of C:\ProgramData/Sophos/Remote Management System/3/Agent/Logs/Agent-20160406-013418.log

    This helped me out http://sophos.com/kb/118865

    I had to do the steps Certificates Imported After Installation

    Uninstall Management Server and Update Manager, import the Registry File and install the Components again.

    It´s downloading files from Sophos agian, but not updating the fields "Last Updated" above the Software-Abonemments and in the Update Manager

    Thanks !

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