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cannot protect computers: The list of available products from Sophos has not yet been retrieved

guid

Hi,

 

I looking for help regarding this issue.

when I try to protect computers or server in Sophos Enterprise Console I get the following message: the list of available products from Sophos has not yet been retrieved, please try again later.

It's been two days...

I found this 9 years old post where the user had the same problem, but wasn't very helpful regarding how to solve this

https://community.sophos.com/products/endpoint-security-control/f/sophos-endpoint-software/485/enterprise-console-you-cannot-protect-computers

 

I checked the log manager, don't see any error in it (last entries in attachment)

Fullscreen shophoslogs.txt Download 
5/4/2019 6:13:35 PM	Success	The decode operation was successful, but no new files were decoded.
5/4/2019 6:13:35 PM	Success	The decoding of product release 'Sophos Update Manager' version RECOMMENDED was successful, but no new files were decoded.
5/4/2019 6:13:34 PM	Information	Performing action with ConnectionMode '0'.
5/4/2019 6:13:34 PM	Information	Performing action with ConnectionMode '0'.
5/4/2019 6:13:34 PM	Success	The decode operation was successful, but no new files were decoded.
5/4/2019 6:13:34 PM	Success	Deployment to share 'C:\ProgramData\Sophos\Sophos Endpoint Management\4.5\Updates\Secure\SDFs\SophosPA' was successful, but no changes were needed.
5/4/2019 6:13:33 PM	Information	Performing action with ConnectionMode '0'.
5/4/2019 6:13:32 PM	Information	Performing action with ConnectionMode '0'.
5/4/2019 6:13:32 PM	Success	The decode operation was successful, but no new files were decoded.
5/4/2019 6:13:32 PM	Success	Deployment to share 'C:\ProgramData\Sophos\Sophos Endpoint Management\4.5\Updates\Secure\SDFs\SophosMA' was successful, but no changes were needed.
5/4/2019 6:13:32 PM	Information	Performing action with ConnectionMode '0'.
5/4/2019 6:13:31 PM	Information	Performing action with ConnectionMode '0'.
5/4/2019 6:13:31 PM	Information	Deployment to share 'C:\ProgramData\Sophos\Update Manager\Update Manager\CIDs\S000' has already been done for the current version.
5/4/2019 6:13:30 PM	Information	Performing action with ConnectionMode '0'.
5/4/2019 6:13:30 PM	Success	Generation of CID for product release 'Windows Endpoint Security and Control' with version 'RECOMMENDED' has already been done for this version.
5/4/2019 6:13:30 PM	Information	Performing action with ConnectionMode '0'.
5/4/2019 6:13:30 PM	Success	The decode operation was successful, but no new files were decoded.
5/4/2019 6:13:30 PM	Success	The decoding of product release 'Windows Endpoint Security and Control' version RECOMMENDED was successful, but no new files were decoded.
5/4/2019 6:13:30 PM	Information	Performing action with ConnectionMode '0'.
5/4/2019 6:13:30 PM	Information	Version information was gathered by dispatcher 'DispatcherSupplements-2019-05-04T16-13-27-140'. Product = 'SAV For 2000+ Line', Version = '10.8.2 VE3.74.1', EngineVersion = '3.74.1', VirusDataVersion = '5.62', IdesChecksum = '97BA64AD6DE1BFC54745BA6B1D8AD448', Rollout = '2019-05-01T15:37:18'.
5/4/2019 6:13:30 PM	Information	Performing action with ConnectionMode '0'.
5/4/2019 6:13:30 PM	Information	Synchronization of protection data was successful.
5/4/2019 6:13:29 PM	Information	The synchronization of protection data for product release 'Sophos Patch Server' was successful, but no new data was found. Product release version: RECOMMENDED
5/4/2019 6:13:29 PM	Information	The synchronization of protection data for product release 'Sophos Enterprise Console' was successful, but no new data was found. Product release version: 0.0.0
5/4/2019 6:13:29 PM	Information	The synchronization of protection data for product release 'Windows Endpoint Security and Control' was successful, but no new data was found. Product release version: RECOMMENDED
5/4/2019 6:13:29 PM	Information	The synchronization of protection data for product release 'Sophos Update Manager' was successful, but no new data was found. Product release version: RECOMMENDED
5/4/2019 6:13:27 PM	Information	Performing action with ConnectionMode '0'.
5/4/2019 6:13:27 PM	Information	Scheduled dispatcher 'DispatcherSupplements-2019-05-04T16-13-27-140'. Number of events to execute: 1.
5/4/2019 6:11:39 PM	Success	Sophos Update Manager was not updated from product release 'Payload-SDDM' with version 76.15, because this version is already installed.
5/4/2019 6:11:39 PM	Information	Performing action with ConnectionMode '0'.
5/4/2019 6:11:39 PM	Success	The decode operation was successful, but no new files were decoded.
5/4/2019 6:11:39 PM	Success	The decoding of product release 'Sophos Update Manager' version RECOMMENDED was successful, but no new files were decoded.

Update manager details shows no actual errors (only one in history: threat detection data update failed, but it is from 2 weeks ago)

Any idea, hint on how to solve this?



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  • 0

    Hello guid,

    what does the Update managers view show (also right-click to View Update Manager Details)? Please check View → Bootstrap Locations ....
    Is your SUM updating from Sophos? If you View/Edit the Recommended subscription - is the License family correct?

    Christian

  • 0 in reply to QC

    Hi Christian,

     

    Thanks for your answer.

    Update Manager details show no error: time of last update (binary and data) shown as today.

    Nothing changed since last Week, bootstrap is still the same, I can access it from another computer.

    Source for update manager is Sophos

    I can't view/edit Recommended subscription, I have the same error message when I try: The list of available products from Sophos has not yet been retrieved

  • 0 in reply to guid

    Hello guid,

    strange that there's no obvious error message. The SUMTrace logs (in %ProgramData%\Sophos\Update Manager\Logs\) might have some hint though it might be hard to find the correct spot. It might be better to open a ticket with Support.

    Christian

Reply
  • 0 in reply to guid

    Hello guid,

    strange that there's no obvious error message. The SUMTrace logs (in %ProgramData%\Sophos\Update Manager\Logs\) might have some hint though it might be hard to find the correct spot. It might be better to open a ticket with Support.

    Christian

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