Proxy problem

Hi,

I followed this page (https://community.sophos.com/kb/en-us/111428) and it seems to be okay now. At least it says downloading binaries. I don't know how logn it can be stay like this. But I'll keep you posted.

Jo

Hi,

I have the impression it doesn't do anything. It stays at Downloading binaries. Is this normal?

Jo

Hello Jo,

long time no see!
It can take quite some time, more than half an hour is perhaps a little bit much but might nevertheless be normal in your situation. Please check the latest SUMTrace log (%ProgramData%\Sophos\Update Manager\Logs\) to determine whether it's still doing something.

Christian

Hi Christian,

Indeed, long time no see. This means everything worked well ;)
We had a problem with our virtualization server and therefore we needed to relaunch our Sophos server. I had some problems with it, but now it starts but I doesn’t update. I checked the log and the last minutes it says No action. But it still hasn’t updated. In the console it says “An update manager has not updated since 1 february 2017 07:56.

On the update manager’s window it says last updated 01/02/2017 07:56:47 Downloading binaries (Configuration) Matches (Version) 1.6.1.124

Do I need to look at a specific line in the log?

Kind regards,

Hello Jo,

everything worked well - so: no news is good news?

if the No action is recent it might be an internal communication error. Please check the Last message time for the server in the Endpoints view, tab Computer Details. What about the status of other endpoints?
Make sure the Sophos Agent and Sophos Message Router services are running. It's save to stop and start them, perhaps the Sophos Update Manager as well - not restart, stop all and then start (there is or used to be a recommended order, can't remember and never followed one). It's also possible that something's stuck in the Sophos Management Service, this would be the next candidate.

Christian

Hi, 

last message time for the server is 02/02/2017 07:16:06

Strange no? I'll try to stop and start the services. The order you mentioned is in the url I sent in one of the posts. I'll try and come back to you.

Jo

Nothing has changed it seems. :(

Hello Jo,

still Downloading Binaries even after restarting the SUM service?
Is there an alert or error (guess you would have said so)? Whether or not please View Update Manager Details, and also check the Windows Application Event log. If feasible reboot, otherwise make sure there's still No action in the SUMTrace log (several lines with the same timestamp repeated in approximately 1 minute intervals) and request Update Now. This should result in some activity recorded in the SUMTrace.

Christian 

With SUM service, you mean sophos update manager service? 

I see in the event viewer: SophosUpdateManager has shut down and when I restarted the service: Sophos UpdateManager has started up. SO that's good, only it doesn't update :(

I also have those lines with no action

I've launched an update on the update server but I don't see anythin happen on the log file, only that it shows 'no action'.

Very strange

With SUM service, you mean sophos update manager service? 

I see in the event viewer: SophosUpdateManager has shut down and when I restarted the service: Sophos UpdateManager has started up. SO that's good, only it doesn't update :(

I also have those lines with no action

I've launched an update on the update server but I don't see anythin happen on the log file, only that it shows 'no action'.

Very strange

Sorry, I was a bit too fast. It shows action after hitting the update button, only it doesn't update.

I quadrupled ;)  checked the proxy settings on the update manager, but it still says: Timeout while attempting to connect to the specified address. :(

Hello Jo,

could you post the "action" lines from the SUMTrace in response to the Update Now? Or perhaps better: Make sure there's No Action, then once more Edit and Save the configuration, after it times out check/post the corresponding section from the SUMTrace log.
quadrupled - backgammon's doubling cube goes up to 64 [;)]

Christian

The beginning are still the no action lines, but then after that, the new lines come:

For security reasons I changed our domain\user info ;)

Hello Jo,

For security reasons you should also change the obfuscated passwords.

Anyway, as far as I can tell this looks ... ok. Are the files in %ProgramData%\Sophos\Remote Management System\3\Agent\AdapterStorage\SDDM recent? The newest timestamps should correspond to the one of DumpDefaultTargetSite. 
Is the file %ProgramFiles(x86)%\Sophos\Update Manager\specialactions.xml "empty" (i.e. just containing <Config> </Config>)?

Christian

Hi Christian, at the enc I got in touch with Sophos support and the person from support reinstalled the update manager. Now it's working again. Thank you very much for your help and see you next time ;)

Kind regards,

Jo