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Time of last binary update is a long time ago

Kuta

The history of my Update Manager status shows 'Software update failed.'.  The time of last protection update is today but the time of last binary update is about 5 months ago.  Here is the reoccurring error from my SUMTrace log;

2016-12-14 11:52:17 : EventLog: 3758112805 1 Inserts:> "Payload-SDDM" "66.1" "Self-updater process was not launched or did not stop the SUM service."
2016-12-14 11:52:17 : Cmd-ALL << [E4025][Payload-SDDM][66.1][Self-updater process was not launched or did not stop the SUM service.] Failed to self-update from payload 'Payload-SDDM', version 66.1.  Details: Self-updater process was not launched or did not stop the SUM service.
2016-12-14 11:52:17 : Cmd-ALL << [E400D][ActionSelfUpdate-SDDM][DispatcherPrograms-2016-12-14T00-49-37-46] Action 'ActionSelfUpdate-SDDM' with caller 'DispatcherPrograms-2016-12-14T00-49-37-46' failed!
2016-12-14 11:52:17 : Cmd-ALL << [E400E][DispatcherPrograms-2016-12-14T00-49-37-46] Event with dispatcher ID 'DispatcherPrograms-2016-12-14T00-49-37-46' failed to execute.
2016-12-14 11:52:17 : Cmd-ALL << [I1020][DispatcherPrograms-2016-12-14T00-49-37-46] All events with dispatcher ID 'DispatcherPrograms-2016-12-14T00-49-37-46' complete.

 

I've tried every suggestion I could find but nothing seems to get the binary update to work.  Anyone here know what's going on?



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    Hello Kuta,

    there should be a SUMSelfUpdaterLog.txt in %ProgramData%\Sophos\Update Manager\Logs\ - hopefully it has some useful information. If not please check the SUMService.log (might be a good idea anyway). Did you restart the SUMService or reboot the machine since the last successful update?
    Guess the failed self-update blocks all other software updates. View -> Bootstrap Locations ... shows the versions currently in the CIDs (e.g Windows Recommended is 10.6.3.3643.1).

    We're in different time-zones so I also add the next steps I'd suggest (but please check the logs first as there might be some hint what's wrong) are (check for success and only perform the next step if it didn't work):

    1. service restart
    2. reboot (if feasible or the service failed to stop, otherwise delay until after step 4)
    3. service stop, clearing the contents of %ProgramData%\Sophos\Update Manager\Working\, service start
    4. same as above also clearing \...\Warehouse\ 
    5. repeat 4. but reboot instead of starting the service

    Christian

  • 0 in reply to QC

    Hi Christian,

     

    I've already tried clearing the contents of those folders and restarting the service with no success.  I just did sugestion 5. and the binary has still not updated.  I couldn't find any errors in the SUMSelfUpdaterLog but the last activity recorded was 3 days ago.  The SUMservice log contained these lines;

     

    2016-12-14T21:50:44.559Z [ 2692] WARN  CreatePath Cannot get value for path node.
    2016-12-14T21:50:44.559Z [ 2692] ERROR ServiceHandler::SelfUpdateWorkerThread Error creating self-update path.

    Where would it be attampting to create the self-update path?

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  • 0 in reply to QC

    Hi Christian,

     

    I've already tried clearing the contents of those folders and restarting the service with no success.  I just did sugestion 5. and the binary has still not updated.  I couldn't find any errors in the SUMSelfUpdaterLog but the last activity recorded was 3 days ago.  The SUMservice log contained these lines;

     

    2016-12-14T21:50:44.559Z [ 2692] WARN  CreatePath Cannot get value for path node.
    2016-12-14T21:50:44.559Z [ 2692] ERROR ServiceHandler::SelfUpdateWorkerThread Error creating self-update path.

    Where would it be attampting to create the self-update path?

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  • 0 in reply to Kuta

    Hello Kuta,

    sounds like it's (probably with the help of SophosUpdateMgr.exe) processing some XML. Unfortunately I don't know how to request a debug trace (or if it's possible - you'd have to ask Support).
    Assuming it's one of the XML files: It's "safe" to delete (move to a safe location for reference) after stopping the SUM service the files SUM_Status.xml, specialactions.xml and their .xml~ backups from %ProgramFiles(x86)%\Sophos\Update Manager\ (perhaps once more clearing \Warehouse\ and \Working\) - you could give it a try before contacting Support.

    Christian

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