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Part 6 of ALUpdate.exe “Updating Sophos System Protection” just says “could not contact server” and leaves the red X in the Sophos Tray Icon

Matt Hall1

Just posting this here in case anyone else is having this issue.  Have logged calls with Sophos and Syncplicity Support.

I have Windows 7 and 10 machines here that loop through the Update Now checks and parts 1 to 5, check and report nothing new to download and the Part 6 “Updating Sophos System Protection” just says “could not contact server” and leaves the red X in the Sophos Tray Icon & logs lots of things, as below.

After much troubleshooting it appears to be caused by Syncplicity 5.3.0.14656 and more specifically it's "SyncDrive" feature.  Removing Syncplicity completely and the problem goes away, reinstall it with SyncDrive Off and it starts working, reinstall it with SyncDrive on and it fails to update again.  I tried white listing a number of Syncplicity files from on-access scanning with no success.

It sounds very similar to this:  https://community.sophos.com/kb/en-us/121891

 

The following error can be found in the log 'C:\Windows\Temp\Sophos Anti-Virus Install Log_*txt':

INFO: Checking the validity of the VDL manifest file.
INFO: The manifest file has been successfully validated.
ERROR: Install threw std::exception: FeatureSet(): CoCreateInstance failed

 

Trace(2018-Jan-10 09:57:24): CIDUpdate(PrimarySuccess):

Trace(2018-Jan-10 09:57:25): CIDUpdateLocation::Prepare... entered

Trace(2018-Jan-10 09:57:25): CheckManifest completed successfully

Trace(2018-Jan-10 09:57:25): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache

Trace(2018-Jan-10 09:57:25): CustomFileMap::Read: Subfolder = sau productID = {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}

Trace(2018-Jan-10 09:57:25): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\sau.custom

Trace(2018-Jan-10 09:57:25): CustomFileMap::Read: File exists and appears valid.

Trace(2018-Jan-10 09:57:25): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID

Trace(2018-Jan-10 09:57:25): CIDUpdateLocation::SyncProduct - Updating Product: Sophos System Protection

Trace(2018-Jan-10 09:57:25): CIDUpdate(SyncProduct.Start): Sophos System Protection, <serverhhere>

Trace(2018-Jan-10 09:57:25): Checksum found in master.upd matches cached cidsync.upd : 59d2646f. Skipping download

Trace(2018-Jan-10 09:57:25): CIDUpdate(PrimarySuccess):

Trace(2018-Jan-10 09:57:26): ALUpdate(DownloadEnded):

Trace(2018-Jan-10 09:57:26): UpdateCoordinator::UpdateNow: About to Action list of products

Trace(2018-Jan-10 09:57:26): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==true numfilestocahce 1 Actiontype SetupNot preinstalled product

Trace(2018-Jan-10 09:57:26): Null update

Trace(2018-Jan-10 09:57:26): ALUpdate(Action.Skipped): RMSNT

Trace(2018-Jan-10 09:57:26): CIDUpdateLocation::OnNullUpdate...

Trace(2018-Jan-10 09:57:26): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache

Trace(2018-Jan-10 09:57:26): CustomFileMap::Read: Subfolder = rms productID = {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}

Trace(2018-Jan-10 09:57:26): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\rms.custom

Trace(2018-Jan-10 09:57:26): CustomFileMap::Read: File exists and appears valid.

Trace(2018-Jan-10 09:57:26): CIDUpdateLocation::OnNullUpdate complete.

Trace(2018-Jan-10 09:57:26): Updating plugin cache for RMSNT

Trace(2018-Jan-10 09:57:26): Successfully updated plugin cache for RMSNT

Trace(2018-Jan-10 09:57:26): SimpleProduct::DoAction isLater==true skipAction==false isUninstall==false m_lastUpdateSucceeded==false numfilestocahce 1 Actiontype SetupNot preinstalled product

Trace(2018-Jan-10 09:57:26): DoAction vaid update and true condition

Trace(2018-Jan-10 09:57:26): SetupAction::Execute: Creating thread to install product SAVXP

Trace(2018-Jan-10 09:57:26): Running setup action thread...

Trace(2018-Jan-10 09:57:26): SetupAction::Run: Installing Product SAVXP

Trace(2018-Jan-10 09:57:26): ALUpdate(Action.Execute): SAVXP

Trace(2018-Jan-10 09:57:26): SetupAction::Run: Preparing...

Trace(2018-Jan-10 09:57:26): CIDUpdateLocation::Prepare... entered

Trace(2018-Jan-10 09:57:26): CheckManifest completed successfully

Trace(2018-Jan-10 09:57:26): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache

Trace(2018-Jan-10 09:57:26): CustomFileMap::Read: Subfolder = savxp productID = {E17FE03B-0501-4aaa-BC69-0129D965F311}

Trace(2018-Jan-10 09:57:26): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\savxp.custom

Trace(2018-Jan-10 09:57:26): CustomFileMap::Read: File exists and appears valid.

Trace(2018-Jan-10 09:57:26): SetupAction::Run: Prepare succeeded

Trace(2018-Jan-10 09:57:26): SetupAction::Execute: Could not create instance of IProductSetup2. Reverting to IProductSetup

Trace(2018-Jan-10 09:57:27): ALUpdate(Install.Failure): SAVXP

Trace(2018-Jan-10 09:57:27): Setup action thread finished with result state 0

Trace(2018-Jan-10 09:57:27): SetupAction::Execute: Thread to install SAVXP returns 0

Trace(2018-Jan-10 09:57:27): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==true numfilestocahce 1 Actiontype SetupNot preinstalled product

Trace(2018-Jan-10 09:57:27): Null update

Trace(2018-Jan-10 09:57:27): ALUpdate(Action.Skipped): Sophos Endpoint Defense

 

Time: 10/01/2018 8:58:53
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 5932
Thread ID: 5936

Time: 10/01/2018 8:49:36
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 1300
Thread ID: 5804

Time: 10/01/2018 8:49:35

Message: Installation of Sophos System Protection skipped
Module: ALUpdate
Process ID: 1300
Thread ID: 5804

Time: 10/01/2018 8:49:35
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 1300
Thread ID: 5804

Time: 10/01/2018 8:49:35
Message: Installation of Sophos Network Threat Protection skipped
Module: ALUpdate
Process ID: 1300
Thread ID: 5804

Time: 10/01/2018 8:49:35
Message: Installation of Sophos Endpoint Defense skipped
Module: ALUpdate
Process ID: 1300
Thread ID: 5804

Time: 10/01/2018 8:49:35
Message: Installation of product SAVXP failed because of an unexpected error
Module: ALUpdate
Process ID: 1300
Thread ID: 6088

Time: 10/01/2018 8:49:34
Message: Installing Product SAVXP
Module: ALUpdate
Process ID: 1300
Thread ID: 6088

-----------------------------------------------



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  • 0

    Hello Matt Hall1,

    thanks for sharing the information. Some remarks though:
    • the snippets from the logs don't show that downloading of SSP fails
    • the bigger problem is that installation of SAVXP fails
    • it's not SAV interfering with Syncplicity but the other way round, thus excluding Syncplicity from scanning can't have an effect

    Christian

  • 0 in reply to QC

    Hi Christian

    You're correct, I don't believe the "Could not contact server" is correct.  It just fails partway into the install of SAVXP and that's the last message you see in the UI.

    I also agreeing the whitelisting would have no effect but Syncplicity Support asked me to try it...

    I also concur that it's Syncplicity interfering with Sophos.  Sadly I don't hold much hope for getting a bug fix from Syncplicity in the near future.

    I have a full set of SDU Logs if you'd like to take a look.  Also it's Case #7845039

    Matt

  • 0 in reply to Matt Hall1

    Hello Matt,

    I can't look up the case as I'm not Sophos, and I also can't say what could cause the CoCreateInstance to fail. It's a COM function called early in the setup plugin (the intermediary between AutoUpdate and the Windows Installer). The logs might give some insight but only to someone who knows what the plugin does at this point - unfortunately I'm not one of these someones.

    Christian

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  • 0 in reply to Matt Hall1

    Hello Matt,

    I can't look up the case as I'm not Sophos, and I also can't say what could cause the CoCreateInstance to fail. It's a COM function called early in the setup plugin (the intermediary between AutoUpdate and the Windows Installer). The logs might give some insight but only to someone who knows what the plugin does at this point - unfortunately I'm not one of these someones.

    Christian

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