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Decode operation failed when decoding product release

AndyHeere

Hello,

Since the 8th of june my 2 sophos update managers stopped delivering updates, in the enterprise console i'm seeing the message "software delivery failed", When i check the logs on the updatemanager with logviewer, these errors are appearing:

6/16/2016 11:12:29 AM Error Decode operation failed when decoding product release 'Sophos Update Manager'. Details: Couldn't create directory < installdir sophos>
6/16/2016 11:12:28 AM Error Decode operation failed when decoding product release 'Windows Endpoint Security and Control'. Details: Couldn't create directory < installdir sophos>

What could be the cause of this error?

Greetings,

Andy



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  • 0

    Hello Andy,

    does it actually say < installdir sophos>? If so I have no idea where it comes from and you should perhaps contact Support directly.
    Otherwise - did you try to reboot (what a sophisticated suggestion)? Decoding should be from warehouse to %ProgramData%\Sophos\Update Manager\Working\ so I'd empty this directory, perhaps the \Warehouse\ as well.
    On second thought - you should check the SUMTrace log first (around this time), there might be more detailed messages.

    Christian 

  • 0 in reply to QC

    Hello Christian,

    I installed the (second and third) sum (for load balancing reasons) on a separate partition (e:\apps\sophos), which i meant with <install dir sophos>. To save space on my c:\ drive, i changed the location of my warehouse, working directory and default update location to the e:\apps\sophos folder as described in https://www.sophos.com/en-us/support/knowledgebase/63184.aspx. It seems that it stopped working since an update of the sum.

    When i do a re-install of the sum and use the default location for the updates, it works without a problem. When i change the update folder to another location, it stops again and gives the same error (also after a reboot or service restart).

    Greetings, Andy

  • 0 in reply to AndyHeere

    Hello Andy,

    so you suspect that it stopped working with SUM 1.6.0? Please contact Support directly with this - as the article has recently been updated I thin it's supposed to work. Just curious - what are the exact locations that fail, i.e. the ones you've replaced with < installdir sophos>?

    Meanwhile you could subscribe to the 1.5.8 version of SUM for the two additional servers (BTW - again curious, are these physical servers as you want to save space on C:\?) .

    Christian

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  • 0 in reply to AndyHeere

    Hello Andy,

    so you suspect that it stopped working with SUM 1.6.0? Please contact Support directly with this - as the article has recently been updated I thin it's supposed to work. Just curious - what are the exact locations that fail, i.e. the ones you've replaced with < installdir sophos>?

    Meanwhile you could subscribe to the 1.5.8 version of SUM for the two additional servers (BTW - again curious, are these physical servers as you want to save space on C:\?) .

    Christian

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  • 0 in reply to QC

    Hello Christian

    I think it stopped since version 1.6.0. I changed it back to the original installation/data folders because we're gonna replace our server park the next months. I will take a look again at this problem when everything is replaced..

    Greetings,

    Andy

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