SUM (v1.6.1.124) updates no more

Question

Hi, 
 in our environment with 1x SEC 5.4 and 3x SUM, one our SUM (v1.6.1.124) updates no more since last 7/7/2017. 
 The software suscritions were replicated in a virtualized test SUM and worked without problem in the test environment. 
 We have restarted the server but it has not solved the problem. 
 Here a sample of the output of the Sophos Update Manager Log Viewer filtered by "error": 
 7/12/2017 12:52:59 PM Error Decoding of product release E3D9A230-334F-44DC-8FF6-B4AF383B4FD9 version 10.7.2.2.3680.2 was not done because the synchronization failed. 7/12/2017 12:52:58 PM Error Version information for product 'E3D9A230-334F-44DC-8FF6-B4AF383B4FD9' was not gathered by dispatcher 'DispatcherSupplements-2017-07-12T10-52-54-115', as the last synchronization of that product failed. 7/12/2017 12:52:57 PM Error The synchronization of product release 'E3D9A230-334F-44DC-8FF6-B4AF383B4FD9' failed as a required part 'E3D9A230-334F-44DC-8FF6-B4AF383B4FD9' could not be found. 7/12/2017 12:42:34 PM Error Decoding of product release E3D9A230-334F-44DC-8FF6-B4AF383B4FD9 version 10.7.2.2.3680.2 was not done because the synchronization failed. 7/12/2017 12:42:34 PM Error Version information for product 'E3D9A230-334F-44DC-8FF6-B4AF383B4FD9' was not gathered by dispatcher 'DispatcherSupplements-2017-07-12T10-42-30-114', as the last synchronization of that product failed. 7/12/2017 12:42:33 PM Error The synchronization of product release 'E3D9A230-334F-44DC-8FF6-B4AF383B4FD9' failed as a required part 'E3D9A230-334F-44DC-8FF6-B4AF383B4FD9' could not be found. 
 [...] 
 7/7/2017 3:45:39 PM Error Version information for product 'E3D9A230-334F-44DC-8FF6-B4AF383B4FD9' was not gathered by dispatcher 'DispatcherSupplements-2017-07-07T13-45-36-2', as the last synchronization of that product failed. 7/7/2017 3:45:39 PM Error The synchronization of product release 'E3D9A230-334F-44DC-8FF6-B4AF383B4FD9' failed as a required part 'E3D9A230-334F-44DC-8FF6-B4AF383B4FD9' could not be found. 7/7/2017 3:35:45 PM Error Decoding of product release E3D9A230-334F-44DC-8FF6-B4AF383B4FD9 version 10.7.2.2.3680.2 was not done because the synchronization failed. 7/7/2017 3:35:44 PM Error Version information for product 'E3D9A230-334F-44DC-8FF6-B4AF383B4FD9' was not gathered by dispatcher 'DispatcherSupplements-2017-07-07T13-35-12-1', as the last synchronization of that product failed. 7/7/2017 3:35:16 PM Error The synchronization of product release 'E3D9A230-334F-44DC-8FF6-B4AF383B4FD9' failed as a required part 'E3D9A230-334F-44DC-8FF6-B4AF383B4FD9' could not be found. 
 
 I have found the following thread, that is related with a similar problem. I read it but I'm not sure if for us it would work: 
 https://community.sophos.com/products/endpoint-security-control/f/sophos-enterprise-console/6257/sophos-enterprise-console-5-2-2-showing-update-manager-not-updating 
 
 Question: 
 - Is it secure to delete the contents of the following folders (around 6,36 GB)? 
 "C:\ProgramData\Sophos\Update Manager\Update Manager\CIDs" 
 "C:\ProgramData\Sophos\Update Manager\Update Manager\Warehouse" 
 "C:\ProgramData\Sophos\Update Manager\Working"

QC · Accepted Answer

Hello Fernando, 
 when synchronization or decoding failed it's not necessary to empty the CIDs, doing so for \Warehouse and \Working is safe. You should make sure that no update (attempt) is in progress while you delete the contents, e.g. stop the SUM service. 
 As for the messages in the Logviewer, they are "bottom up", i.e. the last message is at the top. To get to the initial error in an update cycle go down until there's a gap in time stamps, the line(s) immediately above the gap have the significant error messages, all other errors are consequential. 
 Christian