Updating failed

I am using Endpoint security and control 10.7 and it's failing to update, how do I fix this as my late husband installed it?

Thanks, Carley.

  • Hello Carley,

    this is likely Sophos Home, for continued use you'd need access to the Sophos Home Dashboard.
    The failing updates are probably unrelated though. A detailed description of the error should be in the ALUpdate logs in %ProgramData%\Sophos\AutoUpdate\Logs\. Please post the latest log here.

    Christian 

  • In reply to QC:

    There is just a lot of this....

    0x4 ALUpdate 0x32 0x21b0 0x1 0x53 0x27a8 0x5948918e SophosAutoUpdate
    0x4 ALUpdate 0x32 0x21b0 0x1 0x53 0x27a8 0x5948918e SophosSystemProtection
    0x4 ALUpdate 0x32 0x21b0 0x1 0x53 0x27a8 0x5948918e SophosNetworkThreatProtection
    0x4 ALUpdate 0x32 0x21b0 0x1 0x53 0x27a8 0x5948918e SophosEndpointDefense
    0x4 ALUpdate 0x32 0x21b0 0x1 0x7b 0x27a8 0x5948918f
    0x4 ALUpdate 0x32 0x26d8 0x1 0x6 0xa58 0x59489f93
    0x4 SDDS2Update 0x32 0x26d8 0x1 0x55 0xa58 0x59489f93 SophosEndpointSecurityandControl sophos
    0x4 ALUpdate 0x32 0x26d8 0x1 0x52 0xa58 0x59489f9d
    0x4 ALUpdate 0x32 0x26d8 0x1 0x53 0xa58 0x59489f9d SAVXP
    0x4 ALUpdate 0x32 0x26d8 0x1 0x53 0xa58 0x59489f9d SophosClientFirewall
    0x4 ALUpdate 0x32 0x26d8 0x1 0x53 0xa58 0x59489f9d SophosAutoUpdate
    0x4 ALUpdate 0x32 0x26d8 0x1 0x53 0xa58 0x59489f9d SophosSystemProtection
    0x4 ALUpdate 0x32 0x26d8 0x1 0x53 0xa58 0x59489f9d SophosNetworkThreatProtection
    0x4 ALUpdate 0x32 0x26d8 0x1 0x53 0xa58 0x59489f9d SophosEndpointDefense
    0x4 ALUpdate 0x32 0x26d8 0x1 0x7b 0xa58 0x59489f9e
    0x4 ALUpdate 0x32 0xad0 0x1 0x6 0x26e8 0x5948ada3
    0x4 SDDS2Update 0x32 0xad0 0x1 0x55 0x26e8 0x5948ada3 SophosEndpointSecurityandControl sophos
    0x4 ALUpdate 0x32 0xad0 0x1 0x52 0x26e8 0x5948adaf
    0x4 ALUpdate 0x32 0xad0 0x1 0x68 0x275c 0x5948adaf SAVXP
    0x4 ALUpdate 0x32 0xad0 0x1 0x2e 0x275c 0x5948adb0
    0x4 ALUpdate 0x32 0xad0 0x1 0x53 0x26e8 0x5948adb0 SophosClientFirewall
    0x4 ALUpdate 0x32 0xad0 0x1 0x53 0x26e8 0x5948adb0 SophosAutoUpdate
    0x4 ALUpdate 0x32 0xad0 0x1 0x53 0x26e8 0x5948adb0 SophosSystemProtection
    0x4 ALUpdate 0x32 0xad0 0x1 0x53 0x26e8 0x5948adb0 SophosNetworkThreatProtection
    0x4 ALUpdate 0x32 0xad0 0x1 0x53 0x26e8 0x5948adb0 SophosEndpointDefense
    0x4 ALUpdate 0x32 0xad0 0x1 0x7b 0x26e8 0x5948adb1
    0x4 ALUpdate 0x32 0x2564 0x1 0x6 0xe50 0x5948bbb4

  • In reply to Carley Alchin:

    Hello Carley,

    I was referring to one of the ALUpdate logs not alc.log.
    But thanks, in this case it shows two things: Firstly it's not - as I have assumed - Sophos Home but the stand-alone version of SESC, perhaps provided by your late (sorry to hear) husband's employer. Secondly the snippet doesn't show any update problems - was it perhaps not from the bottom of the log? In this case please post the most recent ALUpdate log.

    Christian 

  • In reply to Carley Alchin:

    Hello Carley,

    thanks. Now, it says Failed to authenticate which suggests the updating credentials are not or no longer valid. You didn't Configure updating and change the credentials, did you? It did work in June, as the alc.log's size is limited it looks like the computer hasn't been used for a longer time (is this correct?) and meanwhile the license associated with the credentials has expired.

    Christian 

  • In reply to QC:

    Hi Christian, not sure why it would expire as I have been using this computer. I did "restore defaults" under configuration but that was only in the last week or so. Will I have to renew the license?

  • In reply to Carley Alchin:

    Hello Carley,

    dunno what Restore Defaults does on a stand-alone installation. Is there a User name?
    Will I have to renew
    Did you or your husband obtain this license?

    Christian

  • In reply to QC:

    Sorry I have no idea where the license came from, the username at the moment is em5488283934.

  • In reply to Carley Alchin:

    Hello Carley,

    the username confirms that this is a SESC stand alone install, as said probably licensed by your husband's employer. Naturally you can't renew this license and strictly speaking you're not entitled to use it.

    You'd have to uninstall this version (a SESC license for a single computer is an overkill) and install some other product.

    Christian

  • In reply to QC:

    Which product should I install? And would it be easy to set up?

  • In reply to Carley Alchin:

    Hello Carley,

    there's Sophos Home, you can give it a try. You'd have to uninstall Sophos Endpoint Security and Control first. "Your" SESC contains a firewall, Home doesn't - did you ever notice that it's there? I have no experience with home use AV products so I'm afraid I can't make a recommendation.

    Christian

  • In reply to QC:

    I would rather keep the version of sophos i already have, and keep the firewall. How can i renew it?

  • In reply to Carley Alchin:

    Hello Carley,

    AFAIK (I'm not Sophos) single licenses aren't available for SESC. I've never heard of single-user offers by a partner or reseller, you'd have to ask.

    Christian