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Sophos Auto update not working in Enterprise Console

Vivek VK

 Hi,

Sophos Enterprise Manager is not updating automatically. Each and every time I need to restart the "Sophos Update Manager" Service and "Sophos Message Router" Service to update the enterprise console.

 

Please help, its been happening for 6 months.

 

Thanks,

Vivek Krishnakumar



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  • 0 in reply to QC

    Hi Chris,

    Currently the issue resolved, after I have restarted the services. I will attach the screenshots when the issue happens again.

    Thanks,

    Vivek

  • 0 in reply to QC

    Hi Christian,

    I have attached a screenshot of Enterprise console.The Updates will be stuck at "Downloading Binaries".

    Every time I need to restart the "Sophos Update Manager" and "Sophos Message Router" Service to fix the downloading of updates.

     

    Please advice.

     

    Thanks ,

    Vivek Krishnakuamr

  • 0 in reply to Vivek VK

    Hello Vivek Krishnakuamr,

    I don't think it is SUM that gets stuck. If you go to the Endpoints view, tab Computer Details, what timestamp is in the Last message time column for SJB-SR-SB3 (and also for the other endpoints)?

    Christian

  • 0 in reply to QC

    Hi Christian,

    Please see the screenshot of last message time.

  • 0 in reply to Vivek VK

    Hello Vivek Krishnakuamr,

    what is the current Last updated in the Update Managers view? I assume you have restarted the services after the screenshot that says 08/02/2019, haven't you?

    Christian

  • 0 in reply to QC

    Hi Christian,

    I have not restarted the services, the updates are still stuck.

  • 0 in reply to Vivek VK

    Hello Vivek Krishnakuamr,

    the latest SUMTrace log in %ProgramData%\Sophos\Update Manager\Logs\ and Agent log in %ProgramData%\Sophos\Remote Management System\3\Agent\Logs\ should show if SUM is indeed stuck. Also please check the timestamp on master.upd in \\yourserver\SophosUpdate\CIDs\S000\SAVSCFXP\.

    Christian

  • 0 in reply to QC

    Hi Christian,

    I have checked the logs and there are no blocked logs.

    Log that shown in Update maanger logs

    2019-02-12 00:54:39 : Tue Feb 12 00:54:39 2019 - No action

    2019-02-12 00:54:41 : Tue Feb 12 00:54:41 2019 - No action

    2019-02-12 00:55:40 : Tue Feb 12 00:55:40 2019 - No action

    2019-02-12 00:55:41 : Tue Feb 12 00:55:41 2019 - No action

    2019-02-12 00:55:43 : Tue Feb 12 00:55:43 2019 - ACTION

    2019-02-12 00:55:43 : Cmd-ALL << [I1022][DispatcherPrograms-2019-02-12T00-55-43-106] Dispatcher with ID 'DispatcherPrograms-2019-02-12T00-55-43-106' skipped, because one or more associated events are still in progress.

    2019-02-12 00:56:42 : Tue Feb 12 00:56:42 2019 - No action

    2019-02-12 00:56:44 : Tue Feb 12 00:56:44 2019 - No action

    2019-02-12 00:56:45 : Tue Feb 12 00:56:45 2019 - No action

    2019-02-12 00:57:45 : Tue Feb 12 00:57:45 2019 - No action

     

    The master.upd date, please find below.

  • 0 in reply to Vivek VK

    Hello Vivek Krishnakuamr,

    Dispatcher with ID 'DispatcherPrograms-2019-02-12T00-55-43-106' skipped, because one or more associated events are still in progress
    suggests there's indeed something stuck in SUM and the timestamps you show confirm this. If your SUMTrace logs date back to 07/02/2019 copy them to some other location. It's necessary to rummage through them to find the point where it apparently stops processing.
    If the logs are still there I'd suggest you use SDU to collect all logs and send them to Support. 

    Christian 

  • 0 in reply to QC

    Hi Christian,

    I have cleared the working folder and the Warehouse folder. Now I am getting a separate error.

    2019-02-15 13:31:58 : <ERROR> WarehouseListData: Failed to load valid customer file content. Error: Cannot locate server for sophos.bdcs.org.uk/.../sumcf.dat
    2019-02-15 13:31:58 : <Info> WarehouseListData: Failure loading customer file content. Attempting to read backed up customer file...
    2019-02-15 13:31:58 : <ERROR> WarehouseListData: Failed to load valid backup customer file content. Error: Cannot locate server for sophos.bdcs.org.uk/.../sumcf.bk
    2019-02-15 13:31:58 : <ERROR> Product release operation failed: WarehouseListData: Failed to read customer file content.

     

     

    2019-02-15 13:32:43 : Cmd-Sock-768 >> DumpDefaultTargetSite
    2019-02-15 13:32:43 : Cmd-Sock-768 << [R0000][C:\ProgramData\Sophos\Update Manager\Update Manager\][\\SJB-SR-SB3\SophosUpdate][ST-JOBARKING\SophosUpdateMgr][BwjCxYXw/0PUE9OdRqGaMmgXAkkY3WD4D/E=] Local path: C:\ProgramData\Sophos\Update Manager\Update Manager\ Remote path: \\SJB-SR-SB3\SophosUpdate Username: ST-JOBARKING\SophosUpdateMgr Obfuscated password: BwjCxYXw/0PUE9OdRqGaMmgXAkkY3WD4D/E=
    2019-02-15 13:32:43 : Cmd-Sock-768 <<
    2019-02-15 13:33:00 : Fri Feb 15 13:33:00 2019 - No action
    2019-02-15 13:33:00 : Fri Feb 15 13:33:00 2019 - No action
    2019-02-15 13:33:00 : Fri Feb 15 13:33:00 2019 - No action
    2019-02-15 13:33:27 : Cmd-Sock-768 >> Reset ActionDecodeEverything-Sub0
    2019-02-15 13:33:27 : Cmd-Sock-768 << [R0000] Reset complete.
    2019-02-15 13:33:27 : Cmd-Sock-768 <<
    2019-02-15 13:33:27 : Cmd-Sock-768 >> Reset ActionGatherCurrencyData-Sub0
    2019-02-15 13:33:27 : Cmd-Sock-768 << [R0000] Reset complete.
    2019-02-15 13:33:27 : Cmd-Sock-768 <<
    2019-02-15 13:33:27 : Cmd-Sock-768 >> Reset ActionGenerateCid-Sub0
    2019-02-15 13:33:27 : Cmd-Sock-768 << [R0000] Reset complete.
    2019-02-15 13:33:27 : Cmd-Sock-768 <<
    2019-02-15 13:33:27 : Cmd-Sock-768 >> Reset ActionDeployCids-Sub0-0
    2019-02-15 13:33:27 : Cmd-Sock-768 << [R0000] Reset complete.
    2019-02-15 13:33:27 : Cmd-Sock-768 <<
    2019-02-15 13:33:27 : Cmd-Sock-768 >> Reset ActionDecodeEverything-Sub1
    2019-02-15 13:33:27 : Cmd-Sock-768 << [R4000] Could not find object named ActionDecodeEverything-Sub1
    2019-02-15 13:33:27 : Cmd-Sock-768 <<
    2019-02-15 13:33:27 : Cmd-Sock-768 >> Reset ActionGatherCurrencyData-Sub1
    2019-02-15 13:33:27 : Cmd-Sock-768 << [R0000] Reset complete.
    2019-02-15 13:33:27 : Cmd-Sock-768 <<
    2019-02-15 13:33:27 : Cmd-Sock-768 >> Reset ActionGenerateCid-Sub1
    2019-02-15 13:33:27 : Cmd-Sock-768 << [R4000] Could not find object named ActionGenerateCid-Sub1
    2019-02-15 13:33:27 : Cmd-Sock-768 <<
    2019-02-15 13:33:27 : Cmd-Sock-768 >> Reset ActionDeploySDF-Sub1-0
    2019-02-15 13:33:27 : Cmd-Sock-768 << [R0000] Reset complete.
    2019-02-15 13:33:27 : Cmd-Sock-768 <<
    2019-02-15 13:33:27 : Cmd-Sock-768 >> Reset ActionDecodeEverything-Sub2
    2019-02-15 13:33:27 : Cmd-Sock-768 << [R4000] Could not find object named ActionDecodeEverything-Sub2
    2019-02-15 13:33:27 : Cmd-Sock-768 <<
    2019-02-15 13:33:27 : Cmd-Sock-768 >> Reset ActionGatherCurrencyData-Sub2
    2019-02-15 13:33:27 : Cmd-Sock-768 << [R0000] Reset complete.
    2019-02-15 13:33:27 : Cmd-Sock-768 <<
    2019-02-15 13:33:27 : Cmd-Sock-768 >> Reset ActionGenerateCid-Sub2
    2019-02-15 13:33:27 : Cmd-Sock-768 << [R4000] Could not find object named ActionGenerateCid-Sub2
    2019-02-15 13:33:27 : Cmd-Sock-768 <<
    2019-02-15 13:33:27 : Cmd-Sock-768 >> Reset ActionDeploySDF-Sub2-0
    2019-02-15 13:33:27 : Cmd-Sock-768 << [R0000] Reset complete.
    2019-02-15 13:33:27 : Cmd-Sock-768 <<
    2019-02-15 13:33:27 : Cmd-Sock-768 >> Reset ActionDecodeEverything-Sub3
    2019-02-15 13:33:27 : Cmd-Sock-768 << [R4000] Could not find object named ActionDecodeEverything-Sub3
    2019-02-15 13:33:27 : Cmd-Sock-768 <<
    2019-02-15 13:33:27 : Cmd-Sock-768 >> Reset ActionGatherCurrencyData-Sub3
    2019-02-15 13:33:27 : Cmd-Sock-768 << [R4000] Could not find object named ActionGatherCurrencyData-Sub3
    2019-02-15 13:33:27 : Cmd-Sock-768 <<
    2019-02-15 13:33:27 : Cmd-Sock-768 >> Reset ActionGenerateCid-Sub3
    2019-02-15 13:33:27 : Cmd-Sock-768 << [R4000] Could not find object named ActionGenerateCid-Sub3
    2019-02-15 13:33:27 : Cmd-Sock-768 <<
    2019-02-15 13:33:27 : Cmd-Sock-768 >> ForceDispatcher DispatcherPrograms
    2019-02-15 13:33:27 : Cmd-ALL << [I101D][DispatcherPrograms-2019-02-15T13-33-27-1][2] Events of dispatcher with ID 'DispatcherPrograms-2019-02-15T13-33-27-1' triggered by user. It will run 2 events.
    2019-02-15 13:33:27 : Cmd-Sock-768 << [R0000] Forced Dispatcher named DispatcherPrograms...
    2019-02-15 13:33:27 : Cmd-Sock-768 <<
    2019-02-15 13:34:03 : Fri Feb 15 13:34:03 2019 - No action
    2019-02-15 13:34:03 : Fri Feb 15 13:34:03 2019 - No action
    2019-02-15 13:34:03 : Fri Feb 15 13:34:03 2019 - No action
    2019-02-15 13:35:05 : Fri Feb 15 13:35:05 2019 - No action
    2019-02-15 13:35:05 : Fri Feb 15 13:35:05 2019 - No action
    2019-02-15 13:35:05 : Fri Feb 15 13:35:05 2019 - No action
    2019-02-15 13:36:08 : Fri Feb 15 13:36:08 2019 - No action
    2019-02-15 13:36:08 : Fri Feb 15 13:36:08 2019 - No action
    2019-02-15 13:36:08 : Fri Feb 15 13:36:08 2019 - No action
    2019-02-15 13:37:10 : Fri Feb 15 13:37:10 2019 - No action
    2019-02-15 13:37:10 : Fri Feb 15 13:37:10 2019 - No action
    2019-02-15 13:37:10 : Fri Feb 15 13:37:10 2019 - No action
    2019-02-15 13:38:12 : Fri Feb 15 13:38:12 2019 - No action
    2019-02-15 13:38:12 : Fri Feb 15 13:38:12 2019 - No action
    2019-02-15 13:38:12 : Fri Feb 15 13:38:12 2019 - No action

     

    Please advise.

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