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Please help. Sophos is failing to update.

Sophos Endpoint Security and Control v10.3 is failing to update. Please advise.

Message: Installation of product SAVXP failed
Module: ALUpdate
Process ID: 2404
Thread ID: 564

Time: 1/14/2014 10:44:32
Message: Installing Product SAVXP
Module: ALUpdate
Process ID: 2404
Thread ID: 564

Time: 1/14/2014 10:44:32
Message: Installation of RMSNT skipped
Module: ALUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:44:32
Message: Downloading phase completed
Module: ALUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:44:32
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:44:32
Message: Downloading product Sophos AutoUpdate from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:44:31
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:44:31
Message: Downloading product SAVXP from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:44:30
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:44:30
Message: Downloading product RMSNT from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:44:30
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 2404
Thread ID: 1780

Time: 1/14/2014 10:36:06
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:36:05
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:36:05
Message: Installation of product SAVXP failed
Module: ALUpdate
Process ID: 2176
Thread ID: 1216

Time: 1/14/2014 10:34:33
Message: Installing Product SAVXP
Module: ALUpdate
Process ID: 2176
Thread ID: 1216

Time: 1/14/2014 10:34:33
Message: Installation of RMSNT skipped
Module: ALUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:34:33
Message: Downloading phase completed
Module: ALUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:34:32
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:34:32
Message: Downloading product Sophos AutoUpdate from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:34:31
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:34:31
Message: Downloading product SAVXP from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:34:30
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:34:30
Message: Downloading product RMSNT from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:34:30
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 2176
Thread ID: 768

Time: 1/14/2014 10:29:16
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:29:15
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:29:15
Message: Installation of product SAVXP failed
Module: ALUpdate
Process ID: 1152
Thread ID: 1708

Time: 1/14/2014 10:27:48
Message: Installing Product SAVXP
Module: ALUpdate
Process ID: 1152
Thread ID: 1708

Time: 1/14/2014 10:27:48
Message: Installation of RMSNT skipped
Module: ALUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:27:48
Message: Downloading phase completed
Module: ALUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:27:47
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:27:47
Message: Downloading product Sophos AutoUpdate from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:27:46
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:27:46
Message: Downloading product SAVXP from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:27:46
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:27:46
Message: Downloading product RMSNT from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:27:46
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 1152
Thread ID: 2300

Time: 1/14/2014 10:26:41
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:26:40
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:26:40
Message: Installation of product SAVXP failed
Module: ALUpdate
Process ID: 2988
Thread ID: 2748

Time: 1/14/2014 10:24:33
Message: Installing Product SAVXP
Module: ALUpdate
Process ID: 2988
Thread ID: 2748

Time: 1/14/2014 10:24:33
Message: Installation of RMSNT skipped
Module: ALUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:24:33
Message: Downloading phase completed
Module: ALUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:24:32
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:24:32
Message: Downloading product Sophos AutoUpdate from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:24:31
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:24:31
Message: Downloading product SAVXP from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:24:30
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:24:30
Message: Downloading product RMSNT from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:24:30
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 2988
Thread ID: 1292

Time: 1/14/2014 10:22:20
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:22:19
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:22:19
Message: Installation of product SAVXP failed
Module: ALUpdate
Process ID: 1008
Thread ID: 3588

Time: 1/14/2014 10:14:31
Message: Installing Product SAVXP
Module: ALUpdate
Process ID: 1008
Thread ID: 3588

Time: 1/14/2014 10:14:31
Message: Installation of RMSNT skipped
Module: ALUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:14:31
Message: Downloading phase completed
Module: ALUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:14:30
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:14:30
Message: Downloading product Sophos AutoUpdate from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:14:29
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:14:29
Message: Downloading product SAVXP from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:14:28
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:14:28
Message: Downloading product RMSNT from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:14:28
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 1008
Thread ID: 3764

Time: 1/14/2014 10:12:13
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:12:12
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:12:12
Message: Installation of product SAVXP failed
Module: ALUpdate
Process ID: 2804
Thread ID: 764

Time: 1/14/2014 10:04:29
Message: Installing Product SAVXP
Module: ALUpdate
Process ID: 2804
Thread ID: 764

Time: 1/14/2014 10:04:29
Message: Installation of RMSNT skipped
Module: ALUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:04:29
Message: Downloading phase completed
Module: ALUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:04:28
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:04:28
Message: Downloading product Sophos AutoUpdate from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:04:27
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:04:27
Message: Downloading product SAVXP from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:04:26
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:04:26
Message: Downloading product RMSNT from server \\JUPITER\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 2804
Thread ID: 2732

Time: 1/14/2014 10:04:26
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 2804
Thread ID: 2732

:46525


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  • Hi,

    Could you post the SAV install logs, they should reside under:

    C:\windows\temp

    E.g.

    Sophos Anti-Virus CustomActions Log_[timestamp].txt

    Sophos Anti-Virus Install Log_[timestamp].txt

    Maybe just re-order by "Date modified".

    Regards,

    Jak

    :46527
  • Helli Mindvise,

    all I can say is that apparently swi_service.exe /registerService fails - search for 1722 to get to the relevant part of the Major Install log. Haven't encountered such an error myself and in the one or two threads in this forum about a similar error no solution was posted. As swi_service.exe doesn't tell us what's wrong with it (and I don't know how to make it more talkative) I suggest you contact Support.  

    Please follow up if you could solve this problem.

    Christian

    :46547
  • To add:  You could try running the command to register the service manually and see if that works (use an admin command prompt if on Vista or above):

    "C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /registerService

    Maybe a simple reboot and try again will work.

    Finally you could remove the services and reinstall them.  Thus, can you perform the below:

    1. Go to command prompt (admin prompt for Vista or above).
    2. Run the below commands:

      sc delete savservice.exe
      sc delete swi_service 
      sc delete swi_update
      sc delete swi_update_64

    3. Reboot (important).
    4. Perform an update via the Sophos shield in the system tray.

    As QC says do post back and share if something particular works.

    :46601

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • No it's still not updating but I've passed the issue on to our IT vendor. 

    :46735