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Change update policies password, all client computer stop update.

ChuckYu

Dear All,

 

When I change the update policies password, all the client computer stop update. Up to date column shown Not Since "date".

 

anybody can help me on this?

 

Thanks a lot!

Chuck



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Parents
  • 0

    Hello Chuck,

    you did change the password for the update user (usually called SophosUpdateMgr in the docs) in the policy and - naturally - also for this (local or AD) account? Why did you do it?
    As the endpoints use the new password as soon as but also only after they have received the updated policy there will be connection attempts with the wrong password. Depending on your security settings this might have locked out the update user account. BTW: Can the server itself update?
    So please check the status of the update account. If it isn't locked you should inspect the ALUpdate log (the detailed ALUpdate log in %ProgramData%\Sophos\AutoUpdate\Logs\), it will show the particular error.

    Christian

Reply
  • 0

    Hello Chuck,

    you did change the password for the update user (usually called SophosUpdateMgr in the docs) in the policy and - naturally - also for this (local or AD) account? Why did you do it?
    As the endpoints use the new password as soon as but also only after they have received the updated policy there will be connection attempts with the wrong password. Depending on your security settings this might have locked out the update user account. BTW: Can the server itself update?
    So please check the status of the update account. If it isn't locked you should inspect the ALUpdate log (the detailed ALUpdate log in %ProgramData%\Sophos\AutoUpdate\Logs\), it will show the particular error.

    Christian

Children
  • 0 in reply to QC

    Hi Christian,

    Thanks for your reply.

    The server join domain but running in local.

    I change the password because server administrator password need to change every 90 days, policy set.

    I see last updated date is up to date in endpoint on server, and updating log looks fine. (which is c:\programdata\sophos\autoupdate\log\alc.log)

    and lots of unknown shown in column Up to date. 

    I try to change password of local administrator back to before but endpoint still shows "Not since date".

     

    Thanks for your help!

    Chuck

  • 0 in reply to ChuckYu

    Hello chuck,

    never use an administrator account for the updating policy (SUM account), please see here for the SUM account.
    If the account is not disabled/locked and the password in the policy is correct the endpoints should update. If they still don't, then please check the detailed ALUpdate (not alc.log) log on one of them. If you can't spot the error please post a complete cycle (starting with ALUpdate started: -ScheduledUpdate ...).

    Christian

  • 0 in reply to QC

    Hi Christian,

     

    I am new to ALUpdate file and everything looks good I think.

    Could you please takes time to look the log?

    Trace(2017-Jan-18 08:36:21): ALUpdate started: -ScheduledUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
    Trace(2017-Jan-18 08:36:21): Process security set successfully
    Trace(2017-Jan-18 08:36:21): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has been added.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is  available from Sophos.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  the Spam Rules package.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
    Trace(2017-Jan-18 08:36:21): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
    Trace(2017-Jan-18 08:36:21): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
    Trace(2017-Jan-18 08:36:21): Computer is a not possible cluster
    Trace(2017-Jan-18 08:36:21): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
    Trace(2017-Jan-18 08:36:21): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
    Trace(2017-Jan-18 08:36:21): Considering subscribed products.
    Trace(2017-Jan-18 08:36:21): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2017-Jan-18 08:36:21): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
    Trace(2017-Jan-18 08:36:21): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
    Trace(2017-Jan-18 08:36:21): Considering product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
    Trace(2017-Jan-18 08:36:21): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is not already subscribed.
    Trace(2017-Jan-18 08:36:21): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} was added to the list.
    Trace(2017-Jan-18 08:36:21): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is removable.
    Trace(2017-Jan-18 08:36:21): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} was added to the list.
    Trace(2017-Jan-18 08:36:21): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is optional.
    Trace(2017-Jan-18 08:36:21): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is removable.
    Trace(2017-Jan-18 08:36:21): IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
    Trace(2017-Jan-18 08:36:21): IPCSender::ProcessSend started
    Trace(2017-Jan-18 08:36:21): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2017-Jan-18 08:36:21): RMSMessageHandler: ALUpdateStart
    Trace(2017-Jan-18 08:36:21): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2017-Jan-18 08:36:21): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2017-Jan-18 08:36:21): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2017-Jan-18 08:36:21): ALUpdate(AutoUpdate.Started):
    Trace(2017-Jan-18 08:36:21): UpdateCoordinator::UpdateNow: Entering
    Trace(2017-Jan-18 08:36:21): PopulateCache: Entering
    Trace(2017-Jan-18 08:36:21): UpdateCoordinator::UpdateNow: current platform is WIN_2008_R2_SVR_X64
    Trace(2017-Jan-18 08:36:21): ProductFactory::Create: SimpleProduct: {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
    Trace(2017-Jan-18 08:36:21): ProductFactory::Create: SimpleProduct: {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2017-Jan-18 08:36:21): ProductFactory::Create: SAU Product
    Trace(2017-Jan-18 08:36:21): ProductFactory::Create: SimpleProduct: {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
    Trace(2017-Jan-18 08:36:21): ProductFactory::Create: SimpleProduct: {8087796B-2289-4897-98A5-58FF23DAAFD0}
    Trace(2017-Jan-18 08:36:21): UpdateCoordinator::UpdateNow: About to Sync list of products
    Trace(2017-Jan-18 08:36:21): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
    Trace(2017-Jan-18 08:36:21): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
    Trace(2017-Jan-18 08:36:21): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
    Trace(2017-Jan-18 08:36:21): Calling package_source_init
    Trace(2017-Jan-18 08:36:21): TrySyncProduct, Calling BeginSync
    Trace(2017-Jan-18 08:36:21): Logging on network access user
    Trace(2017-Jan-18 08:36:21): Attempting to make a connection to remote machine \\I-SERVER\SophosUpdate\CIDs\S000\SAVSCFXP\
    Trace(2017-Jan-18 08:36:21): Connection to remote machine \\I-SERVER\SophosUpdate\CIDs\S000\SAVSCFXP\ successful
    Trace(2017-Jan-18 08:36:21): Custom certificate already present.
    Trace(2017-Jan-18 08:36:21): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat
    Trace(2017-Jan-18 08:36:21): Remote connection over UNC.
    Trace(2017-Jan-18 08:36:21): Read file master.upd (Remote).
    Trace(2017-Jan-18 08:36:21): Synchronised file root.upd (Local).
    Trace(2017-Jan-18 08:36:21): Synchronised file escdp.dat (Local).
    Trace(2017-Jan-18 08:36:21): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\ProductID.dat
    Trace(2017-Jan-18 08:36:21): Synchronised file ProductID.dat (Local).
    Trace(2017-Jan-18 08:36:21): ParseCustomerIDFile: completed: 0
    Trace(2017-Jan-18 08:36:21): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
    Trace(2017-Jan-18 08:36:21): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT
    Trace(2017-Jan-18 08:36:21): CIDUpdate(SyncProduct.Start): RMSNT, \\I-SERVER\SophosUpdate\CIDs\S000\SAVSCFXP\
    Trace(2017-Jan-18 08:36:21): Checksum found in master.upd matches cached cidsync.upd : 20e771fe. Skipping download
    Trace(2017-Jan-18 08:36:21): CIDUpdate(PrimarySuccess):
    Trace(2017-Jan-18 08:36:22): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 1
    Trace(2017-Jan-18 08:36:22): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 1
    Trace(2017-Jan-18 08:36:22): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
    Trace(2017-Jan-18 08:36:22): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP
    Trace(2017-Jan-18 08:36:22): CIDUpdate(SyncProduct.Start): SAVXP, \\I-SERVER\SophosUpdate\CIDs\S000\SAVSCFXP\
    Trace(2017-Jan-18 08:36:22): Checksum found in master.upd matches cached cidsync.upd : 9cf61ce0. Skipping download
    Trace(2017-Jan-18 08:36:22): CIDUpdate(PrimarySuccess):
    Trace(2017-Jan-18 08:36:23): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
    Trace(2017-Jan-18 08:36:23): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate
    Trace(2017-Jan-18 08:36:23): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, \\I-SERVER\SophosUpdate\CIDs\S000\SAVSCFXP\
    Trace(2017-Jan-18 08:36:23): Checksum found in master.upd matches cached cidsync.upd : d9998501. Skipping download
    Trace(2017-Jan-18 08:36:23): CIDUpdate(PrimarySuccess):
    Trace(2017-Jan-18 08:36:24): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
    Trace(2017-Jan-18 08:36:24): CIDUpdateLocation::SyncProduct - Updating Product: Sophos System Protection
    Trace(2017-Jan-18 08:36:24): CIDUpdate(SyncProduct.Start): Sophos System Protection, \\I-SERVER\SophosUpdate\CIDs\S000\SAVSCFXP\
    Trace(2017-Jan-18 08:36:24): Checksum found in master.upd matches cached cidsync.upd : f3f85d6d. Skipping download
    Trace(2017-Jan-18 08:36:24): CIDUpdate(PrimarySuccess):
    Trace(2017-Jan-18 08:36:25): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
    Trace(2017-Jan-18 08:36:25): CIDUpdateLocation::SyncProduct - Updating Product: Sophos Network Threat Protection
    Trace(2017-Jan-18 08:36:25): CIDUpdate(SyncProduct.Start): Sophos Network Threat Protection, \\I-SERVER\SophosUpdate\CIDs\S000\SAVSCFXP\
    Trace(2017-Jan-18 08:36:25): Optional product not found in master.upd. Skipping download
    Trace(2017-Jan-18 08:36:25): CIDUpdate(PrimarySuccess):
    Trace(2017-Jan-18 08:36:25): ALUpdate(DownloadEnded):
    Trace(2017-Jan-18 08:36:25): UpdateCoordinator::UpdateNow: About to Action list of products
    Trace(2017-Jan-18 08:36:25): ALUpdate(Action.Skipped): RMSNT
    Trace(2017-Jan-18 08:36:25): CIDUpdateLocation::OnNullUpdate...
    Trace(2017-Jan-18 08:36:25): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
    Trace(2017-Jan-18 08:36:25): CustomFileMap::Read: Subfolder = rms productID = {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
    Trace(2017-Jan-18 08:36:25): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\rms.custom
    Trace(2017-Jan-18 08:36:25): CustomFileMap::Read: File exists and appears valid.
    Trace(2017-Jan-18 08:36:25): CIDUpdateLocation::OnNullUpdate complete.
    Trace(2017-Jan-18 08:36:25): Updating plugin cache for RMSNT
    Trace(2017-Jan-18 08:36:25): Successfully updated plugin cache for RMSNT
    Trace(2017-Jan-18 08:36:25): ALUpdate(Action.Skipped): SAVXP
    Trace(2017-Jan-18 08:36:25): CIDUpdateLocation::OnNullUpdate...
    Trace(2017-Jan-18 08:36:25): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
    Trace(2017-Jan-18 08:36:25): CustomFileMap::Read: Subfolder = savxp productID = {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2017-Jan-18 08:36:25): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\savxp.custom
    Trace(2017-Jan-18 08:36:25): CustomFileMap::Read: File exists and appears valid.
    Trace(2017-Jan-18 08:36:25): CIDUpdateLocation::OnNullUpdate complete.
    Trace(2017-Jan-18 08:36:25): Updating plugin cache for SAVXP
    Trace(2017-Jan-18 08:36:25): Successfully updated plugin cache for SAVXP
    Trace(2017-Jan-18 08:36:25): ALUpdate(Action.Skipped): Sophos AutoUpdate
    Trace(2017-Jan-18 08:36:25): CIDUpdateLocation::Prepare... entered
    Trace(2017-Jan-18 08:36:26): CheckManifest completed successfully
    Trace(2017-Jan-18 08:36:26): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: Subfolder = sau productID = {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\sau.custom
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: File exists and appears valid.
    Trace(2017-Jan-18 08:36:26): Updating subscription information from product ID data.
    Trace(2017-Jan-18 08:36:26): Rigid name: 7ba49542-049c-4154-aad9-cf19a9ec7be5
    Trace(2017-Jan-18 08:36:26): Version: 10.6.3.3643.1
    Trace(2017-Jan-18 08:36:26): CIDUpdateLocation::OnNullUpdate...
    Trace(2017-Jan-18 08:36:26): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: Subfolder = sau productID = {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\sau.custom
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: File exists and appears valid.
    Trace(2017-Jan-18 08:36:26): CIDUpdateLocation::OnNullUpdate complete.
    Trace(2017-Jan-18 08:36:26): Updating plugin cache for Sophos AutoUpdate
    Trace(2017-Jan-18 08:36:26): Successfully updated plugin cache for Sophos AutoUpdate
    Trace(2017-Jan-18 08:36:26): ALUpdate(Action.Skipped): Sophos System Protection
    Trace(2017-Jan-18 08:36:26): CIDUpdateLocation::OnNullUpdate...
    Trace(2017-Jan-18 08:36:26): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: Subfolder = ssp productID = {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\ssp.custom
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: File exists and appears valid.
    Trace(2017-Jan-18 08:36:26): CIDUpdateLocation::OnNullUpdate complete.
    Trace(2017-Jan-18 08:36:26): Updating plugin cache for Sophos System Protection
    Trace(2017-Jan-18 08:36:26): Successfully updated plugin cache for Sophos System Protection
    Trace(2017-Jan-18 08:36:26): ALUpdate(Action.Skipped): Sophos Network Threat Protection
    Trace(2017-Jan-18 08:36:26): CIDUpdateLocation::OnNullUpdate...
    Trace(2017-Jan-18 08:36:26): RMSMessageHandler: ALUpdateEnd
    Trace(2017-Jan-18 08:36:26): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate" />
    Trace(2017-Jan-18 08:36:26): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate" />
    Trace(2017-Jan-18 08:36:26): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate" />
    Trace(2017-Jan-18 08:36:26): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2017-Jan-18 08:36:27): IPCSender::ProcessSend exiting

     

    Highly appreciate your help!

     

    regards,

    Chuck

  • 0 in reply to QC

    Hi Christian,

     

    I am new to ALUpdate file and everything looks good I think.

    Could you please take time to look this file?

     

    Trace(2017-Jan-18 08:36:21): ALUpdate started: -ScheduledUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
    Trace(2017-Jan-18 08:36:21): Process security set successfully
    Trace(2017-Jan-18 08:36:21): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has been added.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is  available from Sophos.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  the Spam Rules package.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
    Trace(2017-Jan-18 08:36:21): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
    Trace(2017-Jan-18 08:36:21): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
    Trace(2017-Jan-18 08:36:21): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
    Trace(2017-Jan-18 08:36:21): Computer is a not possible cluster
    Trace(2017-Jan-18 08:36:21): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
    Trace(2017-Jan-18 08:36:21): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
    Trace(2017-Jan-18 08:36:21): Considering subscribed products.
    Trace(2017-Jan-18 08:36:21): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2017-Jan-18 08:36:21): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
    Trace(2017-Jan-18 08:36:21): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
    Trace(2017-Jan-18 08:36:21): Considering product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
    Trace(2017-Jan-18 08:36:21): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is not already subscribed.
    Trace(2017-Jan-18 08:36:21): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} was added to the list.
    Trace(2017-Jan-18 08:36:21): Product {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E} is removable.
    Trace(2017-Jan-18 08:36:21): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} was added to the list.
    Trace(2017-Jan-18 08:36:21): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is optional.
    Trace(2017-Jan-18 08:36:21): Product {8087796B-2289-4897-98A5-58FF23DAAFD0} is removable.
    Trace(2017-Jan-18 08:36:21): IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
    Trace(2017-Jan-18 08:36:21): IPCSender::ProcessSend started
    Trace(2017-Jan-18 08:36:21): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2017-Jan-18 08:36:21): RMSMessageHandler: ALUpdateStart
    Trace(2017-Jan-18 08:36:21): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2017-Jan-18 08:36:21): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2017-Jan-18 08:36:21): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2017-Jan-18 08:36:21): ALUpdate(AutoUpdate.Started):
    Trace(2017-Jan-18 08:36:21): UpdateCoordinator::UpdateNow: Entering
    Trace(2017-Jan-18 08:36:21): PopulateCache: Entering
    Trace(2017-Jan-18 08:36:21): UpdateCoordinator::UpdateNow: current platform is WIN_2008_R2_SVR_X64
    Trace(2017-Jan-18 08:36:21): ProductFactory::Create: SimpleProduct: {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
    Trace(2017-Jan-18 08:36:21): ProductFactory::Create: SimpleProduct: {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2017-Jan-18 08:36:21): ProductFactory::Create: SAU Product
    Trace(2017-Jan-18 08:36:21): ProductFactory::Create: SimpleProduct: {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
    Trace(2017-Jan-18 08:36:21): ProductFactory::Create: SimpleProduct: {8087796B-2289-4897-98A5-58FF23DAAFD0}
    Trace(2017-Jan-18 08:36:21): UpdateCoordinator::UpdateNow: About to Sync list of products
    Trace(2017-Jan-18 08:36:21): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
    Trace(2017-Jan-18 08:36:21): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
    Trace(2017-Jan-18 08:36:21): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
    Trace(2017-Jan-18 08:36:21): Calling package_source_init
    Trace(2017-Jan-18 08:36:21): TrySyncProduct, Calling BeginSync
    Trace(2017-Jan-18 08:36:21): Logging on network access user
    Trace(2017-Jan-18 08:36:21): Attempting to make a connection to remote machine \\I-SERVER\SophosUpdate\CIDs\S000\SAVSCFXP\
    Trace(2017-Jan-18 08:36:21): Connection to remote machine \\I-SERVER\SophosUpdate\CIDs\S000\SAVSCFXP\ successful
    Trace(2017-Jan-18 08:36:21): Custom certificate already present.
    Trace(2017-Jan-18 08:36:21): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat
    Trace(2017-Jan-18 08:36:21): Remote connection over UNC.
    Trace(2017-Jan-18 08:36:21): Read file master.upd (Remote).
    Trace(2017-Jan-18 08:36:21): Synchronised file root.upd (Local).
    Trace(2017-Jan-18 08:36:21): Synchronised file escdp.dat (Local).
    Trace(2017-Jan-18 08:36:21): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\ProductID.dat
    Trace(2017-Jan-18 08:36:21): Synchronised file ProductID.dat (Local).
    Trace(2017-Jan-18 08:36:21): ParseCustomerIDFile: completed: 0
    Trace(2017-Jan-18 08:36:21): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
    Trace(2017-Jan-18 08:36:21): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT
    Trace(2017-Jan-18 08:36:21): CIDUpdate(SyncProduct.Start): RMSNT, \\I-SERVER\SophosUpdate\CIDs\S000\SAVSCFXP\
    Trace(2017-Jan-18 08:36:21): Checksum found in master.upd matches cached cidsync.upd : 20e771fe. Skipping download
    Trace(2017-Jan-18 08:36:21): CIDUpdate(PrimarySuccess):
    Trace(2017-Jan-18 08:36:22): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 1
    Trace(2017-Jan-18 08:36:22): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 1
    Trace(2017-Jan-18 08:36:22): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
    Trace(2017-Jan-18 08:36:22): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP
    Trace(2017-Jan-18 08:36:22): CIDUpdate(SyncProduct.Start): SAVXP, \\I-SERVER\SophosUpdate\CIDs\S000\SAVSCFXP\
    Trace(2017-Jan-18 08:36:22): Checksum found in master.upd matches cached cidsync.upd : 9cf61ce0. Skipping download
    Trace(2017-Jan-18 08:36:22): CIDUpdate(PrimarySuccess):
    Trace(2017-Jan-18 08:36:23): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
    Trace(2017-Jan-18 08:36:23): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate
    Trace(2017-Jan-18 08:36:23): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, \\I-SERVER\SophosUpdate\CIDs\S000\SAVSCFXP\
    Trace(2017-Jan-18 08:36:23): Checksum found in master.upd matches cached cidsync.upd : d9998501. Skipping download
    Trace(2017-Jan-18 08:36:23): CIDUpdate(PrimarySuccess):
    Trace(2017-Jan-18 08:36:24): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
    Trace(2017-Jan-18 08:36:24): CIDUpdateLocation::SyncProduct - Updating Product: Sophos System Protection
    Trace(2017-Jan-18 08:36:24): CIDUpdate(SyncProduct.Start): Sophos System Protection, \\I-SERVER\SophosUpdate\CIDs\S000\SAVSCFXP\
    Trace(2017-Jan-18 08:36:24): Checksum found in master.upd matches cached cidsync.upd : f3f85d6d. Skipping download
    Trace(2017-Jan-18 08:36:24): CIDUpdate(PrimarySuccess):
    Trace(2017-Jan-18 08:36:25): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
    Trace(2017-Jan-18 08:36:25): CIDUpdateLocation::SyncProduct - Updating Product: Sophos Network Threat Protection
    Trace(2017-Jan-18 08:36:25): CIDUpdate(SyncProduct.Start): Sophos Network Threat Protection, \\I-SERVER\SophosUpdate\CIDs\S000\SAVSCFXP\
    Trace(2017-Jan-18 08:36:25): Optional product not found in master.upd. Skipping download
    Trace(2017-Jan-18 08:36:25): CIDUpdate(PrimarySuccess):
    Trace(2017-Jan-18 08:36:25): ALUpdate(DownloadEnded):
    Trace(2017-Jan-18 08:36:25): UpdateCoordinator::UpdateNow: About to Action list of products
    Trace(2017-Jan-18 08:36:25): ALUpdate(Action.Skipped): RMSNT
    Trace(2017-Jan-18 08:36:25): CIDUpdateLocation::OnNullUpdate...
    Trace(2017-Jan-18 08:36:25): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
    Trace(2017-Jan-18 08:36:25): CustomFileMap::Read: Subfolder = rms productID = {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
    Trace(2017-Jan-18 08:36:25): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\rms.custom
    Trace(2017-Jan-18 08:36:25): CustomFileMap::Read: File exists and appears valid.
    Trace(2017-Jan-18 08:36:25): CIDUpdateLocation::OnNullUpdate complete.
    Trace(2017-Jan-18 08:36:25): Updating plugin cache for RMSNT
    Trace(2017-Jan-18 08:36:25): Successfully updated plugin cache for RMSNT
    Trace(2017-Jan-18 08:36:25): ALUpdate(Action.Skipped): SAVXP
    Trace(2017-Jan-18 08:36:25): CIDUpdateLocation::OnNullUpdate...
    Trace(2017-Jan-18 08:36:25): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
    Trace(2017-Jan-18 08:36:25): CustomFileMap::Read: Subfolder = savxp productID = {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2017-Jan-18 08:36:25): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\savxp.custom
    Trace(2017-Jan-18 08:36:25): CustomFileMap::Read: File exists and appears valid.
    Trace(2017-Jan-18 08:36:25): CIDUpdateLocation::OnNullUpdate complete.
    Trace(2017-Jan-18 08:36:25): Updating plugin cache for SAVXP
    Trace(2017-Jan-18 08:36:25): Successfully updated plugin cache for SAVXP
    Trace(2017-Jan-18 08:36:25): ALUpdate(Action.Skipped): Sophos AutoUpdate
    Trace(2017-Jan-18 08:36:25): CIDUpdateLocation::Prepare... entered
    Trace(2017-Jan-18 08:36:26): CheckManifest completed successfully
    Trace(2017-Jan-18 08:36:26): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: Subfolder = sau productID = {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\sau.custom
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: File exists and appears valid.
    Trace(2017-Jan-18 08:36:26): Updating subscription information from product ID data.
    Trace(2017-Jan-18 08:36:26): Rigid name: 7ba49542-049c-4154-aad9-cf19a9ec7be5
    Trace(2017-Jan-18 08:36:26): Version: 10.6.3.3643.1
    Trace(2017-Jan-18 08:36:26): CIDUpdateLocation::OnNullUpdate...
    Trace(2017-Jan-18 08:36:26): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: Subfolder = sau productID = {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\sau.custom
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: File exists and appears valid.
    Trace(2017-Jan-18 08:36:26): CIDUpdateLocation::OnNullUpdate complete.
    Trace(2017-Jan-18 08:36:26): Updating plugin cache for Sophos AutoUpdate
    Trace(2017-Jan-18 08:36:26): Successfully updated plugin cache for Sophos AutoUpdate
    Trace(2017-Jan-18 08:36:26): ALUpdate(Action.Skipped): Sophos System Protection
    Trace(2017-Jan-18 08:36:26): CIDUpdateLocation::OnNullUpdate...
    Trace(2017-Jan-18 08:36:26): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: Subfolder = ssp productID = {F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\ssp.custom
    Trace(2017-Jan-18 08:36:26): CustomFileMap::Read: File exists and appears valid.
    Trace(2017-Jan-18 08:36:26): CIDUpdateLocation::OnNullUpdate complete.
    Trace(2017-Jan-18 08:36:26): Updating plugin cache for Sophos System Protection
    Trace(2017-Jan-18 08:36:26): Successfully updated plugin cache for Sophos System Protection
    Trace(2017-Jan-18 08:36:26): ALUpdate(Action.Skipped): Sophos Network Threat Protection
    Trace(2017-Jan-18 08:36:26): CIDUpdateLocation::OnNullUpdate...
    Trace(2017-Jan-18 08:36:26): RMSMessageHandler: ALUpdateEnd
    Trace(2017-Jan-18 08:36:26): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate" />
    Trace(2017-Jan-18 08:36:26): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate" />
    Trace(2017-Jan-18 08:36:26): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate" />
    Trace(2017-Jan-18 08:36:26): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2017-Jan-18 08:36:27): IPCSender::ProcessSend exiting

     

    Highly appreciate your help!

     

    regards,

    Chuck

  • 0 in reply to ChuckYu

    Hello Chuck,

    as you say - this looks fine (there isn't an actual update but it's checking and determining that it's up-to-date).
    Please check the Last message time in the console's Computer Details tab. Although a password or a policy change shouldn't cause loss of RMS connectivity this should be ruled out as the reason for the seemingly stopped updates.

    Christian

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