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Update Manager Failure

garryb73

I'm getting the following error messages in update manager

Software Subscription Status

Software Subscription: Recommended

Maintained in: \\server\SophosUpdate

Error Code: 00000002

Error Description: Could not read from the update source location

Outstanding Alerts and errors

Code 80080801 - Software update failed

Code 80040406 - Delivery failed for software subscription 'Recommended', Access to the source update location is denied or the location is otherwise unavailable

Code: 80040404 - Threat detection data update failed

The server is an air-gapped server and has the following shares comfigured

SophosUpdate - E:\Update Manager

UpdateManager - E:\Update Manager

For error code 80040406 I have attempted the following fix http://www.sophos.com/en-us/support/knowledgebase/66176.aspx

The logview is showing the following errors:

10/01/2013 13:48:04 Error Decoding of product release Sophos Update Manager version RECOMMENDED was not done because the synchronization failed. 10/01/2013 13:48:04 Error Version information for product 'Sophos Update Manager' was not gathered by dispatcher 'DispatcherPrograms-2013-01-10T13-48-02-1', as the last synchronization of that product failed. 10/01/2013 13:48:04 Error Decoding of product release Sophos Patch Server version RECOMMENDED was not done because the synchronization failed. 10/01/2013 13:48:04 Error Version information for product 'Sophos Patch Server' was not gathered by dispatcher 'DispatcherPrograms-2013-01-10T13-48-02-1', as the last synchronization of that product failed. 10/01/2013 13:48:04 Error Decoding of product release Sophos Enterprise Console version 0.0.0 was not done because the synchronization failed. 10/01/2013 13:48:04 Error Version information for product 'Sophos Enterprise Console' was not gathered by dispatcher 'DispatcherPrograms-2013-01-10T13-48-02-1', as the last synchronization of that product failed. 10/01/2013 13:48:04 Error Decoding of product release Windows Endpoint Security and Control version RECOMMENDED was not done because the synchronization failed. 10/01/2013 13:48:04 Error Version information for product 'Windows Endpoint Security and Control' was not gathered by dispatcher 'DispatcherPrograms-2013-01-10T13-48-02-1', as the last synchronization of that product failed. 10/01/2013 13:48:04 Error Synchronize operation failed when synchronizing product release 'Windows Endpoint Security and Control'. Details: Cannot create stream fa029446aec315089f873009cef7bda8x000.xml

Thanks

Garry

:36699


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  • 0

    Hello again, Garry

    Any chance you subscribed to a product/version not subscribed on the "live" server? A SUM downloads (and subsequently puts into the Warehouse) only the components it has subscribed while downloading all metadata (I've written about this in a recent thread).

    Christian

    :36703
  • 0

    Morning Christina,

    No, Ive only subscribe to Windows 2000 and above. This is also available on the live server.

    Not have a great deal of luck getting this to work at the moment.

    :36717
  • 0

    Morning too, Garry

    now I might be wrong, but a quick glance into the Warehouse suggests that fa029446aec315089f873009cef7bda8x000.xml belongs to versions SESC 10.x . You said that your live server has subscribed to 9.7 - is this correct?

    To verify or refute my assumption please check the following:

    • The subscribed version on the offline server (I assume it's 10.0 or 10.2)
    • On the live server's Warehouse: fa029446aec315089f873009cef7bda8x000.xml does not exist, 25583f2a8199eea8c02348f838bcea1cx000.xml does.

    Christian

    :36719
  • 0

    I have just checked the servers and yes that seems to be the issue.

    Live server subscription 9.7

    Air-gapped server subscription 10.0

    How do I get the live server to 10.0 ?

    :36723
  • 0

    Ok I modified the subscription on the air-gapped server to 9.7. The binaries have downloaded and I have deployied the software.

    Would I be better running 10 or 9.7?

    :36725
  • 0

    Hello Garry,

    as (hopefully understandable) explained in the mentioned Sophos Enterprise Console "Recommended" change thread a "downstream" server can only download those products and specifc versions the upstream server has subscribed to. That's because a SUM only downloads what it "needs" to its Warehouse (it will also deploy it to its default share so it requires extra space - not only for the raw data but also the decoded CID - on the upstream server even if the subscription is not in an updating policy).

    As the 9.x versions are already in the Extended Maintenance period (although 9.7 is scheduled for retirement only end of April 2014) you should consider upgrading to 10.2. 

    Christian

    :36727
  • 0

    Hi

    I upgraded from EC 4.7 to 5.1 but got software delivery failed error after running the update manager "update now" . A colleague suggested that I upgrade to 5.2, which I did. I tried to update the update manager once again but got the same error. Running the LogViewer.exe utility provided the Verbose result below.

    20/08/2013 14:01:03 Error Decoding of product release Sophos Update Manager version RECOMMENDED was not done because the synchronization failed.

    20/08/2013 14:01:03 Error Version information for product 'Sophos Update Manager' was not gathered by dispatcher 'DispatcherPrograms-2013-08-20T12-57-57-4', as the last synchronization of that product failed.

    20/08/2013 14:01:03 Error Decoding of product release Sophos Patch Server version RECOMMENDED was not done because the synchronization failed.

    20/08/2013 14:01:03 Error Version information for product 'Sophos Patch Server' was not gathered by dispatcher 'DispatcherPrograms-2013-08-20T12-57-57-4', as the last synchronization of that product failed.

    20/08/2013 14:01:03 Error Decoding of product release Sophos Enterprise Console version 0.0.0 was not done because the synchronization failed.

    Can you please help.

    Thanks

    Charles

    :42758
  • 0

    Hello Charles,

    unfortunately the snippet doesn't give much insight. If synchronization for one of the products fails during an update all other synchronizations are skipped and appear as failed. Thus you need to locate the first error - in the verbose log the start of an explicit update request is indicated by a line containing Information   Events of dispatcher 'DispatcherPrograms-yyyy-mm-ddThh-mm-ss-sss' triggered by user. Number of events to execute: n. Search for an Error above this line, this should indicate the failing action. The message might or might not already give a helpful description of the error. If it doesn't please check the latest SUMTrace log (in %ProgramData%Sophos\Update Manager\Logs\) . The timestamps will help in locating the significant message. If unsure please post the relevant part here (hint: lines containing [Not attempted] indicate subsequent errors - the actual error must be in one of the lines above).

    Christian

    :42766
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