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Can't update manager after update enterprise console 5.4.1

Any help me, problem update manager in enterprise console 5.4.1

This below logviewer :

10/6/2016 3:43:16 PM Error Decoding of product release Sophos Update Manager version RECOMMENDED was not done because the synchronization failed.

10/6/2016 3:43:16 PM Error Version information for product 'Sophos Update Manager' was not gathered by dispatcher 'DispatcherSupplements-2016-10-06T08-43-03-31', as the last synchronization of that product failed.
10/6/2016 3:43:16 PM Error Decoding of product release Sophos Patch Server version RECOMMENDED was not done because the synchronization failed.
10/6/2016 3:43:15 PM Error Version information for product 'Sophos Patch Server' was not gathered by dispatcher 'DispatcherSupplements-2016-10-06T08-43-03-31', as the last synchronization of that product failed.
10/6/2016 3:43:15 PM Error Decoding of product release Sophos Enterprise Console version 0.0.0 was not done because the synchronization failed.
10/6/2016 3:43:15 PM Error Version information for product 'Sophos Enterprise Console' was not gathered by dispatcher 'DispatcherSupplements-2016-10-06T08-43-03-31', as the last synchronization of that product failed.
10/6/2016 3:43:15 PM Error Decoding of product release Sophos Anti-Virus for Linux (on-access) version RECOMMENDED was not done because the synchronization failed.
10/6/2016 3:43:15 PM Error Version information for product 'Sophos Anti-Virus for Linux (on-access)' was not gathered by dispatcher 'DispatcherSupplements-2016-10-06T08-43-03-31', as the last synchronization of that product failed.
10/6/2016 3:43:15 PM Error Decoding of product release Windows Endpoint Security and Control version RECOMMENDED was not done because the synchronization failed.
10/6/2016 3:43:14 PM Error Version information for product 'Windows Endpoint Security and Control' was not gathered by dispatcher 'DispatcherSupplements-2016-10-06T08-43-03-31', as the last synchronization of that product failed.
10/6/2016 3:43:14 PM Error Product release 'Sophos Update Manager' could not be updated because the synchronize operation has failed due to an earlier error.
10/6/2016 3:43:14 PM Error Product release 'Sophos Patch Server' could not be updated because the synchronize operation has failed due to an earlier error.
10/6/2016 3:43:14 PM Error Product release 'Sophos Enterprise Console' could not be updated because the synchronize operation has failed due to an earlier error.
10/6/2016 3:43:14 PM Error Product release 'Sophos Anti-Virus for Linux (on-access)' could not be updated because the synchronize operation has failed due to an earlier error.
10/6/2016 3:43:14 PM Error Synchronize operation failed when synchronizing product release 'Windows Endpoint Security and Control'. Details: Cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/9872
10/6/2016 3:43:14 PM Error Synchronize operation failed when synchronizing product release 'Windows Endpoint Security and Control'. Details: Cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/9854
10/6/2016 3:42:23 PM Error Decoding of product release Sophos Update Manager version RECOMMENDED was not done because the synchronization failed.
10/6/2016 3:42:23 PM Error Version information for product 'Sophos Update Manager' was not gathered by dispatcher 'DispatcherPrograms-2016-10-06T08-42-04-7', as the last synchronization of that product failed.
10/6/2016 3:42:23 PM Error Decoding of product release Sophos Patch Server version RECOMMENDED was not done because the synchronization failed.
10/6/2016 3:42:23 PM Error Version information for product 'Sophos Patch Server' was not gathered by dispatcher 'DispatcherPrograms-2016-10-06T08-42-04-7', as the last synchronization of that product failed.
10/6/2016 3:42:23 PM Error Decoding of product release Sophos Enterprise Console version 0.0.0 was not done because the synchronization failed.
10/6/2016 3:42:22 PM Error Version information for product 'Sophos Enterprise Console' was not gathered by dispatcher 'DispatcherPrograms-2016-10-06T08-42-04-7', as the last synchronization of that product failed.
10/6/2016 3:42:22 PM Error Decoding of product release Sophos Anti-Virus for Linux (on-access) version RECOMMENDED was not done because the synchronization failed.
10/6/2016 3:42:22 PM Error Version information for product 'Sophos Anti-Virus for Linux (on-access)' was not gathered by dispatcher 'DispatcherPrograms-2016-10-06T08-42-04-7', as the last synchronization of that product failed.
10/6/2016 3:42:22 PM Error Decoding of product release Windows Endpoint Security and Control version RECOMMENDED was not done because the synchronization failed.
10/6/2016 3:42:22 PM Error Version information for product 'Windows Endpoint Security and Control' was not gathered by dispatcher 'DispatcherPrograms-2016-10-06T08-42-04-7', as the last synchronization of that product failed.
10/6/2016 3:42:22 PM Error Product release 'Sophos Update Manager' could not be updated because the synchronize operation has failed due to an earlier error.
10/6/2016 3:42:22 PM Error Product release 'Sophos Patch Server' could not be updated because the synchronize operation has failed due to an earlier error.
10/6/2016 3:42:22 PM Error Product release 'Sophos Enterprise Console' could not be updated because the synchronize operation has failed due to an earlier error.
10/6/2016 3:42:22 PM Error Product release 'Sophos Anti-Virus for Linux (on-access)' could not be updated because the synchronize operation has failed due to an earlier error.
10/6/2016 3:42:22 PM Error Synchronize operation failed when synchronizing product release 'Windows Endpoint Security and Control'. Details: Cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/9836
10/6/2016 3:42:22 PM Error Synchronize operation failed when synchronizing product release 'Windows Endpoint Security and Control'. Details: Cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/9818

 

Thanks

Fajar



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  • First I would advice - Stop Sophos Update Manager Service

    Rename C:\ProgramData\Sophos\Update Manager\Working to Working_OLD

    Rename C:\ProgramData\Sophos\Update Manager\Update Manager\Warehouse and CIDs to Folder_OLD

    Start the service and trigger an update.

    If it fails again, start from the bottom of SUMTraceLogs in C:\ProgramData\Sophos\Update Manager\Logs - from the first no action let me know the first error you encounter, all the other errors happen because of the first one. 

     

  • Hello Fajar,

    I don't have upgraded to 5.4.1 so I can't compare it to a working installation. Anyway, the error is with synchronizing product release 'Windows Endpoint Security and Control' (I see 4 of them) - all other errors are consequent errors). Are these the complete messages? Asking because the path ends with 4 digits - normally the file names (except the .xml files in the catalogue folder) consist of 32 hex digits followed by x000  with a .dat or .xml extension.
    If possible please try to find the corresponding lines in the SUMTrace logs as they (or the surrounding lines) usually contain a more specific error message.

    Christian

  • 2016-10-06 16:49:45 : Error during package synchronisation: Cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/8552
    2016-10-06 16:49:45 : <WARNING> Sync iteration failed. CurrentResult: 6, Error: Cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/8552
    2016-10-06 16:49:45 : <Info> Loading warehouses...
    2016-10-06 16:49:45 : <Info> Adding packages to sync...
    2016-10-06 16:49:46 : <ERROR> Sync operation failed: The warehouse source list has been exhausted.
    2016-10-06 16:49:46 : EventLog: 3758112769 1 Inserts:> "F26F7EC0-1302-4DA7-8B6B-A5383051D41A" "Cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/8075" "RECOMMENDED" "SOPHOS"

    Make sure SYSTEM and NETWORK SERVICE have Full Permissions on C:\ProgramData\Sophos\Update Manager\Update Manager a.k.a. SophosUpdate

  • HI Fajar ,

    The solution provided to you is to go to C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/155186

    C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/155186

    Set the account Everyone in the shared folder with Write permission then forced an update
    Once updated, set the account back to Read
     
    Thanks and Regards
    Aditya Patel 

    Regards,

    Aditya Patel
    Global Escalation Support Engineer | Sophos Technical Support

    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • Thanks All

    Solved by dennis, share folder everyone must be Read/ write.

  • Just to say 5.5.1  .... same issue, needed everyone to have r/w to the share

     

    Tried various other things, but it was this that solved it for me.