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The SEC shows an update error but the Endpoint can update with no red X

ctavernier

Is there any reason I can sit at an Endpoint PC, install or reinstall Sophos, reboot, run through the Updates and everything looks great with no red X in the Sophos shield but when I get back to my Enterprise Console, it's showing some sort of Update error?  It doesn't happen all the time but I figure that if there were an update issue, it would show on the Endpoint.



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  • 0

    Hi,

    Is it a particular error?

    Also do you have a primary/secondary update location configured?

    For example, is it set to update from your UNC/HTTP location as a primary and Sophos as a secondary?  Maybe you also maintain the secondary update location?

    Could it be that occasionally it is failing over to secondary (e.g. Sophos) due to load on the primary?

    If I recall, this triggers a warning in SEC as it could signify that there is something wrong with the primary despite it actually completing a successful update as far as the client goes.

    When you find a client with an error in SEC, what does the AutoUpdate trace log say happened? Did it fail over?

    Regards,

    Jak

  • 0 in reply to jak

    I'm getting "Could not mount Primary file server", "Could not copy from Primary server" and other errors like that.

     

    I hadn't set up a secondary server but I would like to set it to go to Sophos directly.  What do I use for the update credentials?

     

    I haven't had a chance to find a computer showing an error and checking out the log.  It was more of a general question and not a problem I was dealing with at the present.

     

    Thanks.

  • 0 in reply to ctavernier

    Hello ctavernier,

    if you don't have a Secondary location and the update on the endpoint apparently succeeded the error should eventually get cleared from the console.
    There are several reasons why you (still) see an error in SEC but none (or not an obvious one) on the endpoint and at least Windows endpoints don't show the red cross on first failure. There's generally some latency until a message (or the clearing of an error) is actually displayed in the console (Could not mount ... is a message from a Mac, BTW). So, errors can come and go.

    update credentials
    for updating from Sophos are you license credentials, the same you use for SUM. 

    Christian

  • 0 in reply to QC

    Thanks.

     

    I have a password for the Sophos Update Manager but what do I use as the login?

     

    As for the errors coming and going, is there a way to identify systems with errors that have persisted for more than a specific period of time?

  • 0 in reply to ctavernier

    Sorry, I use MY password for the Sophos Update Manager to access YOUR web server?

  • 0 in reply to ctavernier

    Hello ctavernier,

    endpoints which are not up to date are flagged in the console, so normally it's easy to identify the "problem" systems.

    As for the credentials (and it's not MY webserver, I'm not Sophos): The license credentials used in the SUM configuration

    HTH
    Christian

  • 0 in reply to QC

    Thanks again.  I dug out the license agreement and found the credentials.

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