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Update Manager not updating

Rob25

Hi, when I try to update any of my servers the Sophos client does not update. I checked the update log and noticed that they all complete the Download portion of the update (all are configured to download from a local Update Manager, not directly from Sophos) but then say Installation Skipped.

I then logged in to Enterprose Console on the Update Manager and checked the logs in \Program Files\Sophos\AutoUpdate\Logs and noticed that I couldn't see any point where the Update Manager tries to download from the configured source http://es-web.sophos.com/update/. It only seems to update from itself. Does anybody know why this would happen? I can't see anywhere else that I would need to set the download site.

:36313


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  • 0

    Hi Christian,

    Thanks for taking the time to reply.

    I have only the one SUM. When running Update Now, under Errors I see 'Software Delivery Failed'. I was using 'Sophos' as the download source but it was throwing back the same error so I tried using an explicit URL - but still got the error.

    I have checked the logs at \Program Files\Sophos\AutoUpate\Logs and that is where I am seeing what looks like the Update Manager trying to update from itself. Below is a snippet of the latest log file:

    CIDSyncCallback, SynchronisationTerminated - MapFile = C:\Program Files\Sophos\AutoUpdate\cache\savxp.map
    Trace(2012-Dec-20 16:55:12): CIDUpdateLocation::SyncProduct: Failed to update product (SAVXP) from "\\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\", Error is :CIDSYNC_E_CIDSWAPERROR (Could not swap temporary and local CID directories.)
    Trace(2012-Dec-20 16:55:12): CIDUpdate(CIDDownloadFailed): SAVXP, \\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\
    Trace(2012-Dec-20 16:55:13): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
    Trace(2012-Dec-20 16:55:13): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate
    Trace(2012-Dec-20 16:55:13): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, \\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\
    Trace(2012-Dec-20 16:55:13): Checksum found in master.upd matches cached cidsync.upd : bf9b3c06. Skipping download
    Trace(2012-Dec-20 16:55:13): CIDUpdate(PrimarySuccess):
    Trace(2012-Dec-20 16:55:13): ALUpdate(DownloadEnded):
    Trace(2012-Dec-20 16:55:13): UpdateCoordinator::UpdateNow: About to Action list of products
    Trace(2012-Dec-20 16:55:13): ALUpdate(Action.Skipped): RMSNT
    Trace(2012-Dec-20 16:55:13): ALUpdate(Action.Skipped): Sophos AutoUpdate
    Trace(2012-Dec-20 16:55:15): RMSMessageHandler: ALUpdateEnd
    Trace(2012-Dec-20 16:55:15): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>SAVXP</Insert><Insert>\\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of SAVXP failed from server \\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\</ReadableMessage></Config>
    Trace(2012-Dec-20 16:55:15): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>SAVXP</Insert><Insert>\\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of SAVXP failed from server \\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\</ReadableMessage></Config>
    Trace(2012-Dec-20 16:55:15): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>SAVXP</Insert><Insert>\\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of SAVXP failed from server \\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\</ReadableMessage></Config>
    Trace(2012-Dec-20 16:55:15): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2012-Dec-20 16:55:16): IPCSender::ProcessSend exiting

    - I have replaced the name of the SUM with ServerName. If I am reading the log correctly then it looks like the update is trying to get updates from the local SUM instead of Sophos.

    I read a knowledgebase article that outlined what permissions should be granted to the AutoUpdate share. I have already checked to make sure the permissions were correct. I'm at the end of my tether. Everything I've tried has not worked.

    Robert

    :36425
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  • 0

    Hi Christian,

    Thanks for taking the time to reply.

    I have only the one SUM. When running Update Now, under Errors I see 'Software Delivery Failed'. I was using 'Sophos' as the download source but it was throwing back the same error so I tried using an explicit URL - but still got the error.

    I have checked the logs at \Program Files\Sophos\AutoUpate\Logs and that is where I am seeing what looks like the Update Manager trying to update from itself. Below is a snippet of the latest log file:

    CIDSyncCallback, SynchronisationTerminated - MapFile = C:\Program Files\Sophos\AutoUpdate\cache\savxp.map
    Trace(2012-Dec-20 16:55:12): CIDUpdateLocation::SyncProduct: Failed to update product (SAVXP) from "\\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\", Error is :CIDSYNC_E_CIDSWAPERROR (Could not swap temporary and local CID directories.)
    Trace(2012-Dec-20 16:55:12): CIDUpdate(CIDDownloadFailed): SAVXP, \\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\
    Trace(2012-Dec-20 16:55:13): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
    Trace(2012-Dec-20 16:55:13): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate
    Trace(2012-Dec-20 16:55:13): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, \\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\
    Trace(2012-Dec-20 16:55:13): Checksum found in master.upd matches cached cidsync.upd : bf9b3c06. Skipping download
    Trace(2012-Dec-20 16:55:13): CIDUpdate(PrimarySuccess):
    Trace(2012-Dec-20 16:55:13): ALUpdate(DownloadEnded):
    Trace(2012-Dec-20 16:55:13): UpdateCoordinator::UpdateNow: About to Action list of products
    Trace(2012-Dec-20 16:55:13): ALUpdate(Action.Skipped): RMSNT
    Trace(2012-Dec-20 16:55:13): ALUpdate(Action.Skipped): Sophos AutoUpdate
    Trace(2012-Dec-20 16:55:15): RMSMessageHandler: ALUpdateEnd
    Trace(2012-Dec-20 16:55:15): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>SAVXP</Insert><Insert>\\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of SAVXP failed from server \\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\</ReadableMessage></Config>
    Trace(2012-Dec-20 16:55:15): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>SAVXP</Insert><Insert>\\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of SAVXP failed from server \\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\</ReadableMessage></Config>
    Trace(2012-Dec-20 16:55:15): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>SAVXP</Insert><Insert>\\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of SAVXP failed from server \\ServerName\SophosUpdate\CIDs\S040\SAVSCFXP\</ReadableMessage></Config>
    Trace(2012-Dec-20 16:55:15): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2012-Dec-20 16:55:16): IPCSender::ProcessSend exiting

    - I have replaced the name of the SUM with ServerName. If I am reading the log correctly then it looks like the update is trying to get updates from the local SUM instead of Sophos.

    I read a knowledgebase article that outlined what permissions should be granted to the AutoUpdate share. I have already checked to make sure the permissions were correct. I'm at the end of my tether. Everything I've tried has not worked.

    Robert

    :36425
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