Some clients failing to update

Hello ht888,

all clients (those with and w/o issues) updating from the same CID? Is the date/time correct on the endpoints=

Christian

Hi Christian,

The CID is the same and the times are correct.

Enterprise Console reports error code 00000067, Failed to install Sophos Patch Agent: Package Authentication failed. 

Hello ht888,

well, the ALUpdate (%ProgramData%\Sophos\AutoUpdate\Logs) log has perhaps some detail on the manifest error.

Christian

The log has been attached for your consideration.

Thanks

Hello ht888,

not the alc.log (which is just a very brief summary), one of the ALUpdate<timestamp> logs - the most recent or one which contains the manifest error, to be exact :smileyhappy:

Christian

my bad! 

Hello ht888,

as feared it's not very talkative, there's just

CheckManifest: invalid package:invalid manifest: [VE_CRYPT] Error loading trusted certificates file

 Dunno though what this error signifies or which file(s) in particular it refers to. I could find only one article describing a remotely similar problem: Failed to update product ID information: Invalid manifest, but it doesn't look like it applies to your situation. Your issue came out of the blue or are the endpoints perhaps failing to upgrade from 10.3.1 to 10.3.7?

I'd suggest you contact Support directly, before doing so you could delete the entire contents of %ProgramData%\Sophos\AutoUpdate\Cache\ to force a redownload and to reset the sophos_autoupdate1.dir.  

Christian

Hi guys,

We resolved the issue by uninstalling Sophos on the client and re-installing with the  setup files (we couldnt re-deploy via the enterprise console for some reason)

Thanks for your help