Sophos Endpoint Protection Installer - Installation failed. Could not download software.

Hello one and all,

 

I work in a corporate environment where we've been using Sophos Central and Endpoint with InterceptX for quite a while now. Just recently (probably within the last 2 weeks) I have been unable to install Sophos Endpoint Protection on any Windows 7 desktops or laptops...when running the through the installation - it'll get to the "downloading software" step - then produce the following error:

 

"Installation failed. Could not download software"

 

I have tried installing using the corporate network, corporate wifi and my own personal wifi hotspot (using mobile device) and it fails each time with the above error. Windows firewall is disabled on every device, so I know it's nothing to do with that. It is the "Complete Windows Installer" freshly downloaded from Sophos Central today. SophosCloudInstaller log below:

Started C:\Users\ADMIN-~1\AppData\Local\Temp\sfl-68e97440\Setup.exe
2018-03-14T11:52:47.6013557Z INFO : SophosInstall command line: "C:\\Users\\ADMIN-~1\\AppData\\Local\\Temp\\sfl-68e97440\\Setup.exe"
2018-03-14T11:52:47.6013557Z INFO : Command line: Quiet mode on: 0
2018-03-14T11:52:47.6013557Z INFO : Command line: Automatic Proxy detection disabled: 0
2018-03-14T11:52:47.6013557Z INFO : Command line: No feedback mode on: 0
2018-03-14T11:52:47.6013557Z INFO : Command line: Dump feedback enabled: 0
2018-03-14T11:52:47.6013557Z INFO : Command line: Bypass competitor removal: 0
2018-03-14T11:52:47.6013557Z INFO : Command line: Using CRT catalog file path: --
2018-03-14T11:52:47.6013557Z INFO : Command line: Only register endpoint with Central: 0
2018-03-14T11:52:47.6013557Z INFO : Command line: Using custom server: --
2018-03-14T11:52:47.6013557Z INFO : Command line: Using custom stage 2 filename: --
2018-03-14T11:52:47.6013557Z INFO : Command line: Using cloud user: --
2018-03-14T11:52:47.6013557Z INFO : Command line: Using cloud group: --
2018-03-14T11:52:47.6013557Z INFO : Command line: Overriding computer name: --
2018-03-14T11:52:47.6013557Z INFO : Command line: Overriding computer description: --
2018-03-14T11:52:47.6013557Z INFO : Command line: Overriding domain name: --
2018-03-14T11:52:47.6013557Z INFO : Command line: Language will be set to: --
2018-03-14T11:52:47.6013557Z INFO : Command line: Using message relays: --
2018-03-14T11:52:47.6013557Z INFO : Command line: Proxy address: --
2018-03-14T11:52:47.6013557Z INFO : Command line: Proxy user name: --
2018-03-14T11:52:47.6013557Z INFO : Command line: Using custom customer token: --
2018-03-14T11:52:47.6013557Z INFO : Command line: Using specified products: --
2018-03-14T11:52:47.6013557Z INFO : Command line: Using certificates from the MCS app data folder: 0
2018-03-14T11:52:47.6013557Z INFO : Sending HTTP 'GET' request to: full/central/windows/business/installer/latest.tar.gz
2018-03-14T11:52:47.6169567Z WARNING : WinHttpGetProxyForUrl returned: 12180
2018-03-14T11:52:47.6169567Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2018-03-14T11:52:47.6169567Z INFO : Set security protocol: 00000800
2018-03-14T11:52:47.6169567Z INFO : Opening connection to downloads.sophos.com
2018-03-14T11:52:47.6169567Z INFO : Opened connection to downloads.sophos.com
2018-03-14T11:52:47.6169567Z INFO : Request content size: 0
2018-03-14T11:52:47.7105627Z INFO : Sending request
2018-03-14T11:52:47.7105627Z INFO : Request sent
2018-03-14T11:52:47.9601787Z INFO : Response status code: 200
2018-03-14T11:52:47.9601787Z INFO : Response data size: 1674811
2018-03-14T11:52:47.9601787Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2018-03-14T11:52:47.9601787Z INFO : Extracting files:
2018-03-14T11:52:47.9601787Z INFO : integrity.dat
2018-03-14T11:52:47.9601787Z INFO : manifest.dat
2018-03-14T11:52:47.9601787Z INFO : rootca.crl
2018-03-14T11:52:47.9601787Z INFO : rootca.crt
2018-03-14T11:52:47.9601787Z INFO : scf.dat
2018-03-14T11:52:47.9601787Z INFO : sof.dat
2018-03-14T11:52:47.9601787Z INFO : SophosSetup_Stage2.exe
2018-03-14T11:52:47.9913807Z INFO : sul.dll
2018-03-14T11:52:48.0069817Z INFO : Management Certs/sophosca1.crl
2018-03-14T11:52:48.0069817Z INFO : Management Certs/sophosca1.crt
2018-03-14T11:52:48.0069817Z INFO : Management Certs/sophosca2.crl
2018-03-14T11:52:48.0225827Z INFO : Management Certs/sophosca2.crt
2018-03-14T11:52:48.0225827Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA3_exp20380504.crl
2018-03-14T11:52:48.0225827Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA3_exp20380504.crt
2018-03-14T11:52:48.0225827Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA4_exp20390504.crl
2018-03-14T11:52:48.0225827Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA4_exp20390504.crt
2018-03-14T11:52:48.0849867Z INFO : Running setup.
Started C:\Program Files (x86)\Sophos\CloudInstaller\SophosSetup_Stage2.exe
2018-03-14T11:52:48.1161887Z INFO : Setup command line: --mgmtserver="dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com" --logfile="C:\\ProgramData\\Sophos\\CloudInstaller\\Logs\\SophosCloudInstaller_20180314_115247.log" --parentpid="2056" --products="all" --customertoken="263389cb-41da-4e04-bd2e-b239d7317472" --pipewritehandle="1160" --mcscustomerid="710cbe79-4858-b440-6b6b-85b85b34e6be"
2018-03-14T11:52:48.1161887Z INFO : User name: admin-sjw
2018-03-14T11:52:48.1161887Z INFO : NameDnsDomain: FCLLP.LAN\\admin-sjw
2018-03-14T11:52:48.1161887Z INFO : dnsDomain: FCLLP.LAN
2018-03-14T11:52:48.3034007Z INFO : lpProfilePath:
2018-03-14T11:52:48.3346027Z INFO : User profile loaded
2018-03-14T11:52:48.3346027Z INFO : Net API buffer freed
2018-03-14T11:52:48.3346027Z INFO : Model::server value changed to: dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com
2018-03-14T11:52:48.3346027Z INFO : Model::messageRelays value changed to be size: 0
2018-03-14T11:52:48.3346027Z INFO : Model::user value changed to:
2018-03-14T11:52:48.3346027Z INFO : Model::group value changed to:
2018-03-14T11:52:48.3346027Z INFO : Model::parentPid value changed to: 2056
2018-03-14T11:52:48.3346027Z INFO : Model::products changed to: all
2018-03-14T11:52:48.3346027Z INFO : Model::customer token value changed to: 263389cb-41da-4e04-bd2e-b239d7317472
2018-03-14T11:52:48.3346027Z INFO : MCS Crts: C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca1.crt,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca2.crt,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\Sophos_SHA256_MCS_Root_CA3_exp20380504.crt,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\Sophos_SHA256_MCS_Root_CA4_exp20390504.crt
2018-03-14T11:52:48.3346027Z INFO : MCS CRLs: C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca1.crl,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca2.crl,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\Sophos_SHA256_MCS_Root_CA3_exp20380504.crl,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\Sophos_SHA256_MCS_Root_CA4_exp20390504.crl
2018-03-14T11:52:48.3346027Z INFO : Model:: MCS customer id value changed to: 710cbe79-4858-b440-6b6b-85b85b34e6be
2018-03-14T11:52:48.3346027Z INFO : Beginning command definition.
2018-03-14T11:52:48.3346027Z INFO : Adding competitor detection command.
2018-03-14T11:52:48.3346027Z INFO : Adding command to register with Sophos cloud.
2018-03-14T11:52:48.3346027Z INFO : Adding MCS Override Registry keys if applicable; computer name, computer description, working group/domain name.
2018-03-14T11:52:48.3346027Z INFO : Adding command to download product suite.
2018-03-14T11:52:48.3346027Z INFO : Adding command to retrieve policy.
2018-03-14T11:52:48.3346027Z INFO : Adding command to prepare for installation.
2018-03-14T11:52:48.3346027Z INFO : Adding command to install Sophos cloud.
2018-03-14T11:52:48.3346027Z INFO : Adding command to persist installation and download status.
2018-03-14T11:52:48.3346027Z INFO : Command definition complete.
2018-03-14T11:52:48.3346027Z INFO : Stage 1 version:1.1.19.0
2018-03-14T11:52:48.3346027Z INFO : Stage 2 version:1.2.12
2018-03-14T11:52:48.3346027Z INFO : OS version: 6.1.7601.
2018-03-14T11:52:48.3346027Z INFO : Service pack: 1.0.
2018-03-14T11:52:48.3346027Z INFO : System Language: 1033.
2018-03-14T11:52:48.3346027Z INFO : User Language: 1033.
2018-03-14T11:52:48.3346027Z INFO : 64 bit: yes.
2018-03-14T11:52:48.7870317Z INFO : Running System Property Check: VerifyTrust ...
2018-03-14T11:52:48.8338347Z INFO : System Property Check: VerifyTrust - PASSED
2018-03-14T11:52:48.8962387Z INFO : Running System Property Check: HostnameLength ...
2018-03-14T11:52:48.8962387Z INFO : Initialized Winsock subsystem
2018-03-14T11:52:48.8962387Z INFO : Valid hostname length
2018-03-14T11:52:48.8962387Z INFO : System Property Check: HostnameLength - PASSED
2018-03-14T11:52:48.9586427Z INFO : Running System Property Check: GroupNameLength ...
2018-03-14T11:52:48.9586427Z INFO : System Property Check: GroupNameLength - PASSED
2018-03-14T11:52:49.0210467Z INFO : Running System Property Check: IsAdministrator ...
2018-03-14T11:52:49.0210467Z INFO : System Property Check: IsAdministrator - PASSED
2018-03-14T11:52:49.0834507Z INFO : Running System Property Check: PendingReboots ...
2018-03-14T11:52:49.0834507Z INFO : System Property Check: PendingReboots - PASSED
2018-03-14T11:52:49.1458547Z INFO : Running System Property Check: PrimaryDriveSpace ...
2018-03-14T11:52:49.1458547Z INFO : Enough space: 194964 Mb
2018-03-14T11:52:49.1458547Z INFO : System Property Check: PrimaryDriveSpace - PASSED
2018-03-14T11:52:49.2082587Z INFO : Running System Property Check: MsXml ...
2018-03-14T11:52:49.2082587Z INFO : System Property Check: MsXml - PASSED
2018-03-14T11:52:49.2706627Z INFO : Running System Property Check: NotFirewall ...
2018-03-14T11:52:49.2706627Z INFO : System Property Check: NotFirewall - PASSED
2018-03-14T11:52:49.3330667Z INFO : Running System Property Check: NotHitmanProAlertIncompatible ...
2018-03-14T11:52:49.3330667Z INFO : No HitmanPro.Alert Installed
2018-03-14T11:52:49.3330667Z INFO : System Property Check: NotHitmanProAlertIncompatible - PASSED
2018-03-14T11:52:49.3954707Z INFO : Running System Property Check: NotInvincea ...
2018-03-14T11:52:49.3954707Z INFO : System Property Check: NotInvincea - PASSED
2018-03-14T11:52:49.4578747Z INFO : Running System Property Check: NotMessageRelay ...
2018-03-14T11:52:49.4578747Z INFO : RMS is not installed on the endpoint
2018-03-14T11:52:49.4578747Z INFO : System Property Check: NotMessageRelay - PASSED
2018-03-14T11:52:49.5202787Z INFO : Running System Property Check: NotNac ...
2018-03-14T11:52:49.5202787Z INFO : System Property Check: NotNac - PASSED
2018-03-14T11:52:49.5826827Z INFO : Running System Property Check: NotPatch ...
2018-03-14T11:52:49.5826827Z INFO : System Property Check: NotPatch - PASSED
2018-03-14T11:52:49.6450867Z INFO : Running System Property Check: NotPureMessageDomino ...
2018-03-14T11:52:49.6450867Z INFO : System Property Check: NotPureMessageDomino - PASSED
2018-03-14T11:52:49.7074907Z INFO : Running System Property Check: NotPureMessageExchangeWithAntiSpam ...
2018-03-14T11:52:49.7074907Z INFO : System Property Check: NotPureMessageExchangeWithAntiSpam - PASSED
2018-03-14T11:52:49.7698947Z INFO : Running System Property Check: NotSharePoint ...
2018-03-14T11:52:49.7698947Z INFO : System Property Check: NotSharePoint - PASSED
2018-03-14T11:52:49.8322987Z INFO : Running System Property Check: NotSecServer ...
2018-03-14T11:52:49.8322987Z INFO : System Property Check: NotSecServer - PASSED
2018-03-14T11:52:49.8947027Z INFO : Running System Property Check: NotSum ...
2018-03-14T11:52:49.8947027Z INFO : System Property Check: NotSum - PASSED
2018-03-14T11:52:49.9571067Z INFO : Running System Property Check: NotTamperProtected ...
2018-03-14T11:52:49.9571067Z INFO : Sophos Endpoint Defense is not installed
2018-03-14T11:52:49.9571067Z INFO : System Property Check: NotTamperProtected - PASSED
2018-03-14T11:52:50.0195107Z INFO : Running System Property Check: RAMSize ...
2018-03-14T11:52:50.0195107Z INFO : System Property Check: RAMSize - PASSED
2018-03-14T11:52:50.0819147Z INFO : Running System Property Check: SupportedOS ...
2018-03-14T11:52:50.0819147Z INFO : Running on workstation.
2018-03-14T11:52:50.0819147Z INFO : System Property Check: SupportedOS - PASSED
2018-03-14T11:52:50.1443187Z INFO : Running System Property Check: ValidTempDirectory ...
2018-03-14T11:52:50.1443187Z INFO : Temp folder exists.
2018-03-14T11:52:50.1443187Z INFO : System Property Check: ValidTempDirectory - PASSED
2018-03-14T11:52:50.2067227Z INFO : Running System Property Check: ValidServer ...
2018-03-14T11:52:50.2067227Z INFO : System Property Check: ValidServer - PASSED
2018-03-14T11:52:50.2691267Z INFO : Running System Property Check: ValidDeploymentInfo ...
2018-03-14T11:52:50.2691267Z INFO : Current Time: 2018-03-14T11:52:50.269000
2018-03-14T11:52:50.2691267Z INFO : This computer is part of the domain FCLLP
2018-03-14T11:52:50.2691267Z INFO : Domain Name: FCLLP
2018-03-14T11:52:50.2691267Z INFO : Computer Name: FCCL52VN
2018-03-14T11:52:50.2691267Z INFO : Computer Description is not available.
2018-03-14T11:52:50.2691267Z INFO : Operating System: WIN7
2018-03-14T11:52:50.2691267Z INFO : ProductType: 48
2018-03-14T11:52:50.2691267Z INFO : Last logged on user was: FCLLP\\admin-sjw
2018-03-14T11:52:50.2691267Z INFO : Fully Qualified Domain Name: FCCL52VN.fcllp.lan
2018-03-14T11:52:50.2691267Z INFO : Processor architecture: x64
2018-03-14T11:52:50.2691267Z INFO : OS Major Version: 6 and OS Minor Version: 1
2018-03-14T11:52:50.2691267Z INFO : Friendly OS Name: WIN7
2018-03-14T11:52:50.2691267Z INFO : Is server?: 0
2018-03-14T11:52:50.2691267Z INFO : Sending HTTP 'POST' request to: sophos/management/ep/install/deployment-info
2018-03-14T11:52:50.2847277Z WARNING : WinHttpGetProxyForUrl returned: 12180
2018-03-14T11:52:50.2847277Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2018-03-14T11:52:50.2847277Z INFO : Set security protocol: 00000800
2018-03-14T11:52:50.2847277Z INFO : Opening connection to dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com
2018-03-14T11:52:50.2847277Z INFO : Sending request for connection confirmation through potential proxy
2018-03-14T11:52:50.2847277Z INFO : Request content size: 0
2018-03-14T11:52:50.8775657Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-03-14T11:52:50.8775657Z INFO : Certificate check succeeded
2018-03-14T11:52:50.8775657Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-03-14T11:52:51.0491767Z INFO : Response status code: 200
2018-03-14T11:52:51.0491767Z INFO : Response data size: 168
2018-03-14T11:52:51.0491767Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2018-03-14T11:52:51.0491767Z INFO : Request content size: 1106
2018-03-14T11:52:51.0491767Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-03-14T11:52:51.0491767Z INFO : Certificate check succeeded
2018-03-14T11:52:51.0491767Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-03-14T11:52:51.2207877Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-03-14T11:52:51.2363887Z INFO : Certificate check succeeded
2018-03-14T11:52:51.2363887Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-03-14T11:52:51.2363887Z INFO : Response status code: 200
2018-03-14T11:52:51.2363887Z INFO : Response data size: 390
2018-03-14T11:52:51.2363887Z INFO : Parsing message received for deployment token: {"registrationToken":"33951144eeea23aa1812336a29a7670a11ec80042dd580c7b2d5db63b77dbea5","products":[{"product":"ENDPOINT_ADVANCED","supported":true,"reasons":[]},{"product":"INTERCEPT","supported":true,"reasons":[]},{"product":"DEVICE_ENCRYPTION","supported":false,"reasons":["UNLICENSED","UNSUPPORTED_OS_VERSION"]},{"product":"FILE_ENCRYPTION","supported":false,"reasons":["UNLICENSED"]}]}
2018-03-14T11:52:51.2363887Z INFO : Model::token value changed to: 33951144eeea23aa1812336a29a7670a11ec80042dd580c7b2d5db63b77dbea5
2018-03-14T11:52:51.2363887Z INFO : Licenses available: ENDPOINT_ADVANCED INTERCEPT
2018-03-14T11:52:51.2987927Z INFO : Running System Property Check: InstallationInProgress ...
2018-03-14T11:52:51.2987927Z INFO : System Property Check: InstallationInProgress - PASSED
2018-03-14T11:52:51.3611967Z INFO : Running System Property Check: SafeGuardEncryption ...
2018-03-14T11:52:51.3611967Z INFO : Entered installedProductCode, upgradeCode={BA2F47D3-1C17-40E7-8DE7-1CD733442B6C}
2018-03-14T11:52:51.3611967Z INFO : Product is not installed
2018-03-14T11:52:51.3611967Z INFO : Entered installedProductCode, upgradeCode={C48CCEDE-A264-411F-AB82-BC9D67B8344B}
2018-03-14T11:52:51.3611967Z INFO : Product is not installed
2018-03-14T11:52:51.3611967Z INFO : licensesContainFeature(FILE_ENCRYPTION): false
2018-03-14T11:52:51.3611967Z INFO : licensesContainFeature(DEVICE_ENCRYPTION): false
2018-03-14T11:52:51.3611967Z INFO : System Property Check: SafeGuardEncryption - PASSED
2018-03-14T11:53:20.6286727Z INFO : Starting installation process.
2018-03-14T11:53:20.6286727Z INFO : About to execute command: CompetitorDetector
2018-03-14T11:53:20.6442737Z INFO : Command 'CompetitorDetector' completed with success with reboot code '0' and error message ''.
2018-03-14T11:53:20.6442737Z INFO : About to execute command: Register
2018-03-14T11:53:20.6442737Z INFO : Sending HTTP 'POST' request to: sophos/management/ep/install/register
2018-03-14T11:53:20.6442737Z WARNING : WinHttpGetProxyForUrl returned: 12180
2018-03-14T11:53:20.6442737Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2018-03-14T11:53:20.6442737Z INFO : Set security protocol: 00000800
2018-03-14T11:53:20.6442737Z INFO : Opening connection to dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com
2018-03-14T11:53:20.6442737Z INFO : Sending request for connection confirmation through potential proxy
2018-03-14T11:53:20.6442737Z INFO : Request content size: 0
2018-03-14T11:53:20.6442737Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-03-14T11:53:20.6442737Z INFO : Certificate check succeeded
2018-03-14T11:53:20.6442737Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-03-14T11:53:20.8158847Z INFO : Response status code: 200
2018-03-14T11:53:20.8158847Z INFO : Response data size: 168
2018-03-14T11:53:20.8158847Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2018-03-14T11:53:20.8158847Z INFO : Request content size: 1106
2018-03-14T11:53:20.8158847Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-03-14T11:53:20.8314857Z INFO : Certificate check succeeded
2018-03-14T11:53:20.8314857Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-03-14T11:53:21.1123037Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-03-14T11:53:21.1123037Z INFO : Certificate check succeeded
2018-03-14T11:53:21.1123037Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-03-14T11:53:21.1123037Z INFO : Response status code: 200
2018-03-14T11:53:21.1123037Z INFO : Response data size: 72
2018-03-14T11:53:21.1123037Z INFO : Retrieved endpoint id: cbf33cc6-ff98-b478-2b24-6942e66b4a5b
2018-03-14T11:53:21.1123037Z INFO : MCS Endpoint folder: C:\\ProgramData\\Sophos\\Management Communications System\\Endpoint\\
2018-03-14T11:53:21.1123037Z INFO : MCS Endpoint folder: C:\\ProgramData\\Sophos\\Management Communications System\\Endpoint\\
2018-03-14T11:53:21.1123037Z INFO : Retrieved customer id: 710cbe79-4858-b440-6b6b-85b85b34e6be
2018-03-14T11:53:21.1123037Z INFO : MCS Endpoint folder: C:\\ProgramData\\Sophos\\Management Communications System\\Endpoint\\
2018-03-14T11:53:22.1263687Z INFO : Sending HTTP 'PUT' request to: sophos/management/ep/install/statuses/endpoint/cbf33cc6-ff98-b478-2b24-6942e66b4a5b
2018-03-14T11:53:22.1263687Z INFO : Request content size: 952
2018-03-14T11:53:22.1263687Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-03-14T11:53:22.1263687Z INFO : Certificate check succeeded
2018-03-14T11:53:22.1263687Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-03-14T11:53:22.3291817Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-03-14T11:53:22.3291817Z INFO : Certificate check succeeded
2018-03-14T11:53:22.3291817Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-03-14T11:53:22.3291817Z INFO : Response status code: 200
2018-03-14T11:53:22.3291817Z INFO : Response data size: 0
2018-03-14T11:53:22.3291817Z INFO : Attempt to retrieve policy.
2018-03-14T11:53:22.3291817Z INFO : Sending HTTP 'GET' request to: sophos/management/ep/install/commands/applications/APPSPROXY;ALC/endpoint/cbf33cc6-ff98-b478-2b24-6942e66b4a5b
2018-03-14T11:53:22.3291817Z INFO : Request content size: 0
2018-03-14T11:53:22.3291817Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-03-14T11:53:22.3291817Z INFO : Certificate check succeeded
2018-03-14T11:53:22.3447827Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-03-14T11:53:22.5163937Z INFO : Response status code: 200
2018-03-14T11:53:22.5163937Z INFO : Response data size: 725
2018-03-14T11:53:22.5163937Z INFO : Successfully retrieved policy: commandID='64' policyId='369eed2f8e3e0aeef289cb8a7a91c9c229485eeb0946bd9a991d0256772d9c88'.
2018-03-14T11:53:22.5163937Z INFO : Sending HTTP 'DELETE' request to: sophos/management/ep/install/commands/endpoint/cbf33cc6-ff98-b478-2b24-6942e66b4a5b/64
2018-03-14T11:53:22.5163937Z INFO : Request content size: 0
2018-03-14T11:53:22.5163937Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-03-14T11:53:22.5163937Z INFO : Certificate check succeeded
2018-03-14T11:53:22.5163937Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-03-14T11:53:22.7036057Z INFO : Response status code: 200
2018-03-14T11:53:22.7036057Z INFO : Response data size: 0
2018-03-14T11:53:22.7036057Z INFO : Sending HTTP 'GET' request to: sophos/management/ep/install/policy/application/ALC/369eed2f8e3e0aeef289cb8a7a91c9c229485eeb0946bd9a991d0256772d9c88
2018-03-14T11:53:22.7036057Z INFO : Request content size: 0
2018-03-14T11:53:22.7036057Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-03-14T11:53:22.7036057Z INFO : Certificate check succeeded
2018-03-14T11:53:22.7036057Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-03-14T11:53:22.9376207Z INFO : Response status code: 200
2018-03-14T11:53:22.9376207Z INFO : Response data size: 8016
2018-03-14T11:53:22.9376207Z INFO : OverwritingSAUPolicy file C:\\ProgramData\\Sophos\\Remote Management System\\3\\Agent\\AdapterStorage\\ALC\\SAUPolicy
2018-03-14T11:53:22.9376207Z INFO : New SAU, assume obfuscated password
2018-03-14T11:53:23.2808427Z INFO : Updating subscription created with id: Base, rigidname: WindowsCloudNextGen, baseversion: 11, tag: RECOMMENDED, fixedversion:
2018-03-14T11:53:23.2808427Z INFO : Updating subscription created with id: Clean, rigidname: WindowsCloudClean, baseversion: 1, tag: RECOMMENDED, fixedversion:
2018-03-14T11:53:23.2808427Z INFO : Updating subscription created with id: CloudAV, rigidname: WindowsCloudAV, baseversion: 11, tag: RECOMMENDED, fixedversion:
2018-03-14T11:53:23.2808427Z INFO : Updating subscription created with id: HitmanProAlert, rigidname: WindowsCloudHitmanProAlert, baseversion: 1, tag: RECOMMENDED, fixedversion:
2018-03-14T11:53:23.2808427Z INFO : Features: APPCNTRL
2018-03-14T11:53:23.2808427Z INFO : Features: AV
2018-03-14T11:53:23.2808427Z INFO : Features: CLEAN
2018-03-14T11:53:23.2808427Z INFO : Features: CORE
2018-03-14T11:53:23.2808427Z INFO : Features: DLP
2018-03-14T11:53:23.2808427Z INFO : Features: DVCCNTRL
2018-03-14T11:53:23.2808427Z INFO : Features: EFW
2018-03-14T11:53:23.2808427Z INFO : Features: HBT
2018-03-14T11:53:23.2808427Z INFO : Features: NTP
2018-03-14T11:53:23.2808427Z INFO : Features: SAV
2018-03-14T11:53:23.2808427Z INFO : Features: SDU
2018-03-14T11:53:23.2808427Z INFO : Features: WEBCNTRL
2018-03-14T11:53:23.2808427Z INFO : Features: XPD
2018-03-14T11:53:23.2808427Z INFO : Setting https download to: false
2018-03-14T11:53:23.2808427Z INFO : Updating credentials created with username: 6YABHIO3MX
2018-03-14T11:53:23.2808427Z INFO : MCS Endpoint folder: C:\\ProgramData\\Sophos\\Management Communications System\\Endpoint\\
2018-03-14T11:53:23.2808427Z INFO : Command 'Register' completed with success with reboot code '0' and error message ''.
2018-03-14T11:53:23.2808427Z INFO : About to execute command: StoreMcsRegistryKeys
2018-03-14T11:53:23.2808427Z INFO : Command 'StoreMcsRegistryKeys' completed with success with reboot code '0' and error message ''.
2018-03-14T11:53:23.2808427Z INFO : About to execute command: Download
2018-03-14T11:53:23.2808427Z INFO : Update Cache Cert Path folder: C:\\ProgramData\\Sophos\\Certificates\\AutoUpdate\\Cache
2018-03-14T11:53:23.2808427Z INFO : About to create directory: C:\\ProgramData\\Sophos\\CloudInstaller\\AutoUpdatePreparation\\Cache\\decoded
2018-03-14T11:53:23.2808427Z INFO : Created directory: C:\\ProgramData\\Sophos\\CloudInstaller\\AutoUpdatePreparation\\Cache\\decoded
2018-03-14T11:53:23.2808427Z INFO : About to set security DACL on: C:\\ProgramData\\Sophos\\CloudInstaller\\AutoUpdatePreparation\\Cache\\decoded
2018-03-14T11:53:23.2808427Z INFO : Set security DACL on: C:\\ProgramData\\Sophos\\CloudInstaller\\AutoUpdatePreparation\\Cache\\decoded
2018-03-14T11:53:23.2808427Z INFO : About to create directory: C:\\ProgramData\\Sophos\\CloudInstaller\\AutoUpdatePreparation\\data\\Warehouse
2018-03-14T11:53:23.2808427Z INFO : Created directory: C:\\ProgramData\\Sophos\\CloudInstaller\\AutoUpdatePreparation\\data\\Warehouse
2018-03-14T11:53:23.2808427Z INFO : About to set security DACL on: C:\\ProgramData\\Sophos\\CloudInstaller\\AutoUpdatePreparation\\data
2018-03-14T11:53:23.2808427Z INFO : Set security DACL on: C:\\ProgramData\\Sophos\\CloudInstaller\\AutoUpdatePreparation\\data
2018-03-14T11:53:23.2808427Z INFO : About to create directory: C:\\ProgramData\\Sophos\\Certificates\\AutoUpdate\\Cache
2018-03-14T11:53:23.2808427Z INFO : Created directory: C:\\ProgramData\\Sophos\\Certificates\\AutoUpdate\\Cache
2018-03-14T11:53:23.2808427Z INFO : About to set security DACL on: C:\\ProgramData\\Sophos\\Certificates\\AutoUpdate\\Cache
2018-03-14T11:53:23.2808427Z INFO : Set security DACL on: C:\\ProgramData\\Sophos\\Certificates\\AutoUpdate\\Cache
2018-03-14T11:53:23.2808427Z INFO : Update Cache Cert Path folder: C:\\ProgramData\\Sophos\\Certificates\\AutoUpdate\\Cache
2018-03-14T11:53:23.2808427Z INFO : Update Cache Cert Path folder: C:\\ProgramData\\Sophos\\Certificates\\AutoUpdate\\Cache
2018-03-14T11:53:23.2808427Z INFO : Writing cert: C:\\ProgramData\\Sophos\\Certificates\\AutoUpdate\\Cache\\1323c8d6ae076942b89d7580ee4f630e2d8ffd4c.crt.crt
2018-03-14T11:53:23.2808427Z INFO : Writing cert: C:\\ProgramData\\Sophos\\Certificates\\AutoUpdate\\Cache\\23337756cd0b3478acd0475de4fd89976e779a63.crt.crt
2018-03-14T11:53:23.2808427Z INFO : Writing cert: C:\\ProgramData\\Sophos\\Certificates\\AutoUpdate\\Cache\\33d6a435957397fc9336c8633445aa33e1774500.crt.crt
2018-03-14T11:53:23.2808427Z INFO : Analyzing whether to update from Sophos CDN or update cache
2018-03-14T11:53:23.2808427Z WARNING : Warning no ipv6 addresses found for fcbfmps1.fcllp.lan:8191.
2018-03-14T11:53:23.2808427Z WARNING : Warning no ipv6 addresses found for fccfmps1.fcllp.lan:8191.
2018-03-14T11:53:23.2808427Z WARNING : Warning no ipv6 addresses found for fcdfmps1.fcllp.lan:8191.
2018-03-14T11:53:23.2808427Z WARNING : Warning no ipv6 addresses found for fcleefmps1.fcllp.lan:8191.
2018-03-14T11:53:23.2808427Z WARNING : Warning no ipv6 addresses found for fclfmps1.fcllp.lan:8191.
2018-03-14T11:53:23.2964437Z WARNING : Warning no ipv6 addresses found for fclonfmps1.fcllp.lan:8191.
2018-03-14T11:53:23.2964437Z WARNING : Warning no ipv6 addresses found for fcmfmps1.fcllp.lan:8191.
2018-03-14T11:53:23.2964437Z WARNING : Warning no ipv6 addresses found for fcmkfmps1.fcllp.lan:8191.
2018-03-14T11:53:23.2964437Z WARNING : Warning no ipv6 addresses found for fcoxfmps1.fcllp.lan:8191.
2018-03-14T11:53:23.2964437Z WARNING : Warning no ipv6 addresses found for fcshfmps1.fcllp.lan:8191.
2018-03-14T11:53:23.2964437Z WARNING : Warning no ipv6 addresses found for fcstfmps1.fcllp.lan:8191.
2018-03-14T11:53:23.2964437Z INFO : Checking access to update cache: fccfmps1.fcllp.lan:8191
2018-03-14T11:53:23.2964437Z INFO : Updating configured to use: HTTPS
2018-03-14T11:53:23.2964437Z INFO : Update Cache Cert Path folder: C:\\ProgramData\\Sophos\\Certificates\\AutoUpdate\\Cache
2018-03-14T11:53:23.3120447Z INFO : Successfully connected to cache
2018-03-14T11:53:23.3120447Z INFO : Cache response time: 25ms
2018-03-14T11:53:23.3120447Z INFO : Analysis complete - Using update cache: fccfmps1.fcllp.lan:8191
2018-03-14T11:53:23.3120447Z INFO : Updating from cache: fccfmps1.fcllp.lan:8191
2018-03-14T11:53:23.3120447Z INFO : Updating configured to use: HTTPS
2018-03-14T11:53:23.3276457Z INFO : Initial download: attempting to use bulk metadata
2018-03-14T11:53:23.3276457Z INFO : Calling SULDownloader addGlobalFilter...
2018-03-14T11:53:23.3276457Z INFO : Subscription: Base
2018-03-14T11:53:23.3276457Z INFO : SUL info: [T46381] SU::Handle::readRemoteMetadata + SU::Handle::readRemoteMetadata()
2018-03-14T11:53:23.3276457Z INFO : SUL info: [T75884] SU::Metadata::readRemoteMetadata SU::Metadata::readRemoteMetadata()
2018-03-14T11:53:23.3276457Z INFO : SUL info: [I40394] Downloading customer file from sophos:1:1
2018-03-14T11:53:23.3276457Z INFO : SUL info: [T81533] SU::createCachedPackageSource creating cached package source for sophos:1:1: url=sophos
2018-03-14T11:53:23.3276457Z INFO : SUL info: [T81533] SU::createCachedPackageSource creating http_source_specific_data to download customer file
2018-03-14T11:53:23.3276457Z INFO : SUL info: [T81533] SU::createCachedPackageSource creating package source to download customer file
2018-03-14T11:53:23.3276457Z INFO : SUL info: [T81533] SU::createCachedPackageSource creating cached package source
2018-03-14T11:53:23.3276457Z INFO : SUL info: [I40395] Downloaded customer file; fetching catalogues from sophos:1:1...
2018-03-14T11:53:23.3276457Z INFO : SUL info: [T31993] SU::internal::CustomerFile::getWarehousesFromSophosUpdateSource Getting catalogues
2018-03-14T11:53:23.3276457Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: catalogue/sdds.CEPNG_1081.6.xml
2018-03-14T11:53:23.3276457Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Success: catalogue/sdds.CEPNG_1081.6.xml: 0 ms
2018-03-14T11:53:23.3276457Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: catalogue/sdds.CEP_11014.2.xml
2018-03-14T11:53:23.3276457Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Success: catalogue/sdds.CEP_11014.2.xml: 0 ms
2018-03-14T11:53:23.3276457Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: catalogue/sdds.CIX_2-0-0.3.xml
2018-03-14T11:53:23.3432467Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Success: catalogue/sdds.CIX_2-0-0.3.xml: 16 ms
2018-03-14T11:53:23.3432467Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: catalogue/sdds.Cloud-SVE1113692.1.xml
2018-03-14T11:53:23.3432467Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Success: catalogue/sdds.Cloud-SVE1113692.1.xml: 0 ms
2018-03-14T11:53:23.3432467Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: catalogue/sdds.CloudEnc_1-3-90.1.xml
2018-03-14T11:53:23.3432467Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Success: catalogue/sdds.CloudEnc_1-3-90.1.xml: 0 ms
2018-03-14T11:53:23.3432467Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: catalogue/sdds.CloudOSX_966_973.6.xml
2018-03-14T11:53:23.3432467Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Success: catalogue/sdds.CloudOSX_966_973.6.xml: 0 ms
2018-03-14T11:53:23.3432467Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: catalogue/sdds.CloudVirt-VS21113692.2.xml
2018-03-14T11:53:23.3432467Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Success: catalogue/sdds.CloudVirt-VS21113692.2.xml: 0 ms
2018-03-14T11:53:23.3432467Z INFO : SUL info: [T31993] SU::internal::CustomerFile::getWarehousesFromSophosUpdateSource Getting warehouses
2018-03-14T11:53:23.3432467Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: bulk/sdds.CEPNG_1081.6.xml.zip
2018-03-14T11:53:24.1232967Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Failure: bulk/sdds.CEPNG_1081.6.xml.zip: 780 ms
2018-03-14T11:53:24.1232967Z INFO : SUL info: [WARN] cached_package_source::copy_from_upstream copy from upstream failed: 500 Internal Server Error: error fetching fccfmps1.fcllp.lan:8191/.../sdds.CEPNG_1081.6.xml.zip
2018-03-14T11:53:24.1232967Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 7193 bytes
2018-03-14T11:53:24.1232967Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Failure: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 0 ms
2018-03-14T11:53:24.1232967Z INFO : SUL info: [WARN] cached_package_source::copy_from_upstream copy from upstream failed: Cannot read remote resource: fccfmps1.fcllp.lan:8191/.../94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 404 Not Found
2018-03-14T11:53:24.1857007Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 7193 bytes
2018-03-14T11:53:24.1857007Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Failure: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 0 ms
2018-03-14T11:53:24.1857007Z INFO : SUL info: [WARN] cached_package_source::copy_from_upstream copy from upstream failed: Cannot read remote resource: fccfmps1.fcllp.lan:8191/.../94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 404 Not Found
2018-03-14T11:53:24.2949077Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 7193 bytes
2018-03-14T11:53:24.2949077Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Failure: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 0 ms
2018-03-14T11:53:24.2949077Z INFO : SUL info: [WARN] cached_package_source::copy_from_upstream copy from upstream failed: Cannot read remote resource: fccfmps1.fcllp.lan:8191/.../94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 404 Not Found
2018-03-14T11:53:24.4977207Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 7193 bytes
2018-03-14T11:53:24.4977207Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Failure: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 0 ms
2018-03-14T11:53:24.4977207Z INFO : SUL info: [WARN] cached_package_source::copy_from_upstream copy from upstream failed: Cannot read remote resource: fccfmps1.fcllp.lan:8191/.../94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 404 Not Found
2018-03-14T11:53:24.9033467Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 7193 bytes
2018-03-14T11:53:24.9033467Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Failure: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 0 ms
2018-03-14T11:53:24.9033467Z INFO : SUL info: [WARN] cached_package_source::copy_from_upstream copy from upstream failed: Cannot read remote resource: fccfmps1.fcllp.lan:8191/.../94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 404 Not Found
2018-03-14T11:53:24.9033467Z WARNING : SUL error: [E79514] Cannot read resource: fccfmps1.fcllp.lan:8191/.../94667e07e7c4dc93f4855b549d8b6d5cx000.xml
2018-03-14T11:53:24.9033467Z INFO : SUL info: [I79514] No proxy was used.
2018-03-14T11:53:24.9033467Z INFO : SUL info: [I40394] Downloading customer file from sophos:1:2
2018-03-14T11:53:24.9033467Z INFO : SUL info: [T81533] SU::createCachedPackageSource creating cached package source for sophos:1:2: url=sophos
2018-03-14T11:53:24.9033467Z INFO : SUL info: [T81533] SU::createCachedPackageSource creating http_source_specific_data to download customer file
2018-03-14T11:53:24.9033467Z INFO : SUL info: [T81533] SU::createCachedPackageSource creating package source to download customer file
2018-03-14T11:53:24.9189477Z INFO : SUL info: [T81533] SU::createCachedPackageSource creating cached package source
2018-03-14T11:53:24.9189477Z INFO : SUL info: [I40395] Downloaded customer file; fetching catalogues from sophos:1:2...
2018-03-14T11:53:24.9189477Z INFO : SUL info: [T31993] SU::internal::CustomerFile::getWarehousesFromSophosUpdateSource Getting catalogues
2018-03-14T11:53:24.9189477Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: catalogue/sdds.CEPNG_1081.6.xml
2018-03-14T11:53:24.9189477Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Success: catalogue/sdds.CEPNG_1081.6.xml: 0 ms
2018-03-14T11:53:24.9189477Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: catalogue/sdds.CEP_11014.2.xml
2018-03-14T11:53:24.9189477Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Success: catalogue/sdds.CEP_11014.2.xml: 0 ms
2018-03-14T11:53:24.9189477Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: catalogue/sdds.CIX_2-0-0.3.xml
2018-03-14T11:53:24.9189477Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Success: catalogue/sdds.CIX_2-0-0.3.xml: 0 ms
2018-03-14T11:53:24.9189477Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: catalogue/sdds.Cloud-SVE1113692.1.xml
2018-03-14T11:53:24.9345487Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Success: catalogue/sdds.Cloud-SVE1113692.1.xml: 16 ms
2018-03-14T11:53:24.9345487Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: catalogue/sdds.CloudEnc_1-3-90.1.xml
2018-03-14T11:53:24.9345487Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Success: catalogue/sdds.CloudEnc_1-3-90.1.xml: 0 ms
2018-03-14T11:53:24.9345487Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: catalogue/sdds.CloudOSX_966_973.6.xml
2018-03-14T11:53:24.9345487Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Success: catalogue/sdds.CloudOSX_966_973.6.xml: 0 ms
2018-03-14T11:53:24.9345487Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: catalogue/sdds.CloudVirt-VS21113692.2.xml
2018-03-14T11:53:24.9345487Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Success: catalogue/sdds.CloudVirt-VS21113692.2.xml: 0 ms
2018-03-14T11:53:24.9345487Z INFO : SUL info: [T31993] SU::internal::CustomerFile::getWarehousesFromSophosUpdateSource Getting warehouses
2018-03-14T11:53:24.9345487Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: bulk/sdds.CEPNG_1081.6.xml.zip
2018-03-14T11:53:25.7145987Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Failure: bulk/sdds.CEPNG_1081.6.xml.zip: 780 ms
2018-03-14T11:53:25.7145987Z INFO : SUL info: [WARN] cached_package_source::copy_from_upstream copy from upstream failed: 500 Internal Server Error: error fetching fccfmps1.fcllp.lan:8191/.../sdds.CEPNG_1081.6.xml.zip
2018-03-14T11:53:25.7145987Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 7193 bytes
2018-03-14T11:53:25.7145987Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Failure: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 0 ms
2018-03-14T11:53:25.7145987Z INFO : SUL info: [WARN] cached_package_source::copy_from_upstream copy from upstream failed: Cannot read remote resource: fccfmps1.fcllp.lan:8191/.../94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 404 Not Found
2018-03-14T11:53:25.7770027Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 7193 bytes
2018-03-14T11:53:25.7770027Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Failure: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 0 ms
2018-03-14T11:53:25.7770027Z INFO : SUL info: [WARN] cached_package_source::copy_from_upstream copy from upstream failed: Cannot read remote resource: fccfmps1.fcllp.lan:8191/.../94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 404 Not Found
2018-03-14T11:53:25.8862097Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 7193 bytes
2018-03-14T11:53:25.8862097Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Failure: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 0 ms
2018-03-14T11:53:25.8862097Z INFO : SUL info: [WARN] cached_package_source::copy_from_upstream copy from upstream failed: Cannot read remote resource: fccfmps1.fcllp.lan:8191/.../94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 404 Not Found
2018-03-14T11:53:26.0890227Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 7193 bytes
2018-03-14T11:53:26.0890227Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Failure: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 0 ms
2018-03-14T11:53:26.0890227Z INFO : SUL info: [WARN] cached_package_source::copy_from_upstream copy from upstream failed: Cannot read remote resource: fccfmps1.fcllp.lan:8191/.../94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 404 Not Found
2018-03-14T11:53:26.4946487Z INFO : SUL info: [T52614] SU::LoggingAdvisor::start_file [metadata] Syncing: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 7193 bytes
2018-03-14T11:53:26.4946487Z INFO : SUL info: [T52615] SU::LoggingAdvisor::end_file [metadata] Failure: 94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 0 ms
2018-03-14T11:53:26.4946487Z INFO : SUL info: [WARN] cached_package_source::copy_from_upstream copy from upstream failed: Cannot read remote resource: fccfmps1.fcllp.lan:8191/.../94667e07e7c4dc93f4855b549d8b6d5cx000.xml: 404 Not Found
2018-03-14T11:53:26.4946487Z WARNING : SUL error: [E79514] Cannot read resource: fccfmps1.fcllp.lan:8191/.../94667e07e7c4dc93f4855b549d8b6d5cx000.xml
2018-03-14T11:53:26.4946487Z INFO : SUL info: [I79514] No proxy was used.
2018-03-14T11:53:26.4946487Z INFO : SUL info: [I40394] Downloading customer file from sophos:1:3
2018-03-14T11:53:26.4946487Z INFO : SUL info: [T81533] SU::createCachedPackageSource creating cached package source for sophos:1:3: url=sophos
2018-03-14T11:53:26.4946487Z INFO : SUL info: [T81533] SU::createCachedPackageSource creating http_source_specific_data to download customer file
2018-03-14T11:53:26.4946487Z INFO : SUL info: [T81533] SU::createCachedPackageSource creating package source to download customer file
2018-03-14T11:53:26.5102497Z WARNING : SUL error: [E73334] Ran out of URLs in customer file, switching to next sophos alias
2018-03-14T11:53:26.5102497Z INFO : SUL info: [I73334] No proxy was used.
2018-03-14T11:53:26.5102497Z INFO : SUL info: [I40394] Downloading customer file from sophos:2:1
2018-03-14T11:53:26.5102497Z INFO : SUL info: [T81533] SU::createCachedPackageSource creating cached package source for sophos:2:1: url=sophos
2018-03-14T11:53:26.5102497Z INFO : SUL info: [T81533] SU::createCachedPackageSource creating http_source_specific_data to download customer file
2018-03-14T11:53:26.5102497Z INFO : SUL info: [T81533] SU::createCachedPackageSource creating package source to download customer file
2018-03-14T11:53:26.5102497Z WARNING : SUL error: [E75373] Ran out of sophos aliases for this update source
2018-03-14T11:53:26.5102497Z WARNING : SUL error: [E35369] Out of update sources
2018-03-14T11:53:26.5102497Z WARNING : SUL error: [E99999] Out of sources
2018-03-14T11:53:26.5102497Z ERROR : DownloadCommand::onRun() failed with std::exception: MetaDataScope::MetaDataScope failed with error code 4
2018-03-14T11:53:26.5102497Z INFO : Command 'Download' completed with failure with reboot code '0' and error message 'Could not download software'.
2018-03-14T11:53:26.5102497Z ERROR : Installation failed.
2018-03-14T11:53:26.5102497Z INFO : Sending HTTP 'POST' request to: sophos/management/ep/install/events/endpoint/cbf33cc6-ff98-b478-2b24-6942e66b4a5b
2018-03-14T11:53:26.5102497Z WARNING : WinHttpGetProxyForUrl returned: 12180
2018-03-14T11:53:26.5102497Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2018-03-14T11:53:26.5102497Z INFO : Set security protocol: 00000800
2018-03-14T11:53:26.5102497Z INFO : Opening connection to dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com
2018-03-14T11:53:26.5102497Z INFO : Sending request for connection confirmation through potential proxy
2018-03-14T11:53:26.5102497Z INFO : Request content size: 0
2018-03-14T11:53:26.5102497Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-03-14T11:53:26.5102497Z INFO : Certificate check succeeded
2018-03-14T11:53:26.5102497Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-03-14T11:53:26.6818607Z INFO : Response status code: 200
2018-03-14T11:53:26.6818607Z INFO : Response data size: 168
2018-03-14T11:53:26.6818607Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2018-03-14T11:53:26.6818607Z INFO : Request content size: 1150
2018-03-14T11:53:26.6818607Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-03-14T11:53:26.6818607Z INFO : Certificate check succeeded
2018-03-14T11:53:26.6974617Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-03-14T11:53:26.9470777Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-03-14T11:53:26.9470777Z INFO : Certificate check succeeded
2018-03-14T11:53:26.9470777Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-03-14T11:53:26.9470777Z INFO : Response status code: 200
2018-03-14T11:53:26.9470777Z INFO : Response data size: 0
2018-03-14T12:14:39.0879574Z INFO : Data folder: C:\\ProgramData\\Sophos\\AutoUpdate\\data
2018-03-14T12:14:39.0879574Z INFO : Data folder: C:\\ProgramData\\Sophos\\AutoUpdate\\data
2018-03-14T12:14:39.0879574Z INFO : Sending HTTP 'PUT' request to: prod/2018-03-14T12:14:39Z-2018-03-14T12:14:39Z-11888ea5-5517-57d2-8554-62cceb61b84d.json
2018-03-14T12:14:39.0879574Z WARNING : WinHttpGetProxyForUrl returned: 12180
2018-03-14T12:14:39.0879574Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2018-03-14T12:14:39.0879574Z INFO : Set security protocol: 00000800
2018-03-14T12:14:39.0879574Z INFO : Opening connection to t1.sophosupd.com
2018-03-14T12:14:39.0879574Z INFO : Request content size: 2692
2018-03-14T12:14:39.1347580Z INFO : Sending request
2018-03-14T12:14:39.1347580Z INFO : Request sent
2018-03-14T12:14:39.1815586Z INFO : Sending request
2018-03-14T12:14:39.1815586Z INFO : Request sent
2018-03-14T12:14:39.1815586Z INFO : Response status code: 200
2018-03-14T12:14:39.1815586Z INFO : Response data size: 0
2018-03-14T12:14:39.1815586Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2018-03-14T12:14:39.1815586Z INFO : Telemetry Response:
2018-03-14T12:14:39.1815586Z INFO : User profile unloaded
2018-03-14T12:14:39.1971588Z INFO : Cleaning up extracted files
2018-03-14T12:14:39.2439594Z ERROR : Exception: Setup program failed with code: 1

 

This seems to stand out from the log:

ERROR : DownloadCommand::onRun() failed with std::exception: MetaDataScope::MetaDataScope failed with error code 4

 

But I have no idea what that means. Is anyone else having the same issue? Any suggestions would be greatly appreciated.

 

Thanks, Simon

 

  • Hi Simon Waddingham,

     

    I would like to know few more details on the reported issue.

    Can you please verify the license details of the account that you exported the setup from? Is it a trail or valid license (Full license or trial with extended date).

    Can you also confirm if this only seen with Windows 7 client and if yes, any specific GPO policy set for those clients?

     

  • In reply to Gowtham Mani:

    Hello Gowtham Mani,

     

    Thank you for the response.

     

    It is a valid full license. We don't have any Windows 10 clients to test on unfortunately, so I cannot confirm if the different OS works or not. 

     

    Yes, there are a number of GPO's being applied to the tested desktops and laptops. I've tried removing two of the laptops from the domain then re-attempted installation of Sophos but run into the same problem.

     

    Thanks, Simon

  • In reply to Simon Waddingham:

    Hello Sophos,

     

    we are receiving Installation Failures on our Windows 10 PC.  we are currently in roll out to upgrade our PC work environments and this is halting our deployment.  It was working yesterday but today we are at a stand still.

     

     

  • Anyone else got any suggestions at all? This issue is seriously hampering our productivity and deployments...two support tickets have been raised with Sophos Technical Support but still not heard anything back.

     

    Thanks

  • In reply to Simon Waddingham:

    Hi Simon,

    Can you please PM the reference numbers so that I can have it followed internally?

  • In reply to Gowtham Mani:

    Hello Gowtham, I have sent you a PM with the ref's. 

     

    Thank you, Simon

  • In reply to Simon Waddingham:

    I had a run of successful updating last year and am just coming round to my next group of computers.  Having downloaded the new installer I have the same error as above.  Sophos central throws out the following warning in events:

    Installation caught error Session::synchronize failed with error code 4.

    Any further information appreciated.

  • I'm having this same issue. I have a full intercept x license (just renewed for 4 years 3 months ago). I've tried 3 different versions of the installer on 2 different operating systems. It will not install stating that it can't download the files. I'm also having all kinds of issues with my already installed computers not being able to pull updates. Error states that the download has failed.... out of 100 managed pc's, only 13 of them are up to date... Need this fixed!

  • I must say - the support from Sophos has been terrible...my past working week has all been spent looking into this issue, troubleshooting - chasing my tail basically.

     

    I initially thought it might have been a firewall related issue as it didn't even work via my mobile hotspot - however, I've since shot that theory down as was able to download/install Sophos on a laptop via another wifi connection...

     

    Browsing through the SophosCloudInstaller logs on each failed machine - they all point to a specific xml file not being found on our internal updatecaches. Having then manually downloaded this xml file, copied it to the expected location - then re-attempted installation - it gets a bit further, then fails again due to a .zip file not being found. Again, I downloaded the zip file, put it in the expected location, then attempted the install again - and once again, it gets a bit further, then fails again, referencing another file.

     

    Based on the above, in order to bypass the updatecache on our corporate network - I added a "fake" ip address in the "hosts" file on one of the laptops for every updatecache server we have - effectively forcing a connection directly to Sophos instead...this worked! Obviously, not a practical solution - but at least it has potentially narrowed the issue down to the updatecaches. I'm in the process of attempting a re-install of some of the updatecaches and will report back if I get anywhere.

     

    Of those who have the same problem on this thread - it would be interesting to know if you have internal updatecaches too and have similar issues with files not being found in the log.

  • In reply to Simon Waddingham:

    I'm going through the same thing with both installing Sophos and updating already installed computers. I have 2 update caches on my network. Based on your comments, I took the laptop that I've been fighting with for the past 2 days and dropped it onto my guest network which is completely disconnected from my domain... SUCCESS! Installed perfectly. I also took my own laptop, which again hasn't been able to update and dropped it on the guest network. Updated without a hitch. Let me know how you make out with the removing and recreating the update caches. If it works, I'll do the same on my end so we can confirm if that was in fact the fix.

     

    Thanks for pointing me in the right direction

     

    Scott

  • In reply to Scott Masson:

    Hey Scott...

     

    I'm glad you were able to get it installed via your guest network - no problem at all.

     

    I've attempted to remove and re-add one of my update caches, but it doesn't seem to resolve the issue. I've noticed repeated errors stating "Could not reach cache" in the SophosCloudInstaller log on a number of different devices I've attempted installing on - and similar errors in the AutoUpdate logs on already existing machines too. I can successfully browse to the cache from the client machines "\\HOSTNAME\c$\ProgramData\Sophos\UpdateCache" - and can also telnet to port 8191 on the cache too - so, I'm not too sure what's going on here.

     

    One thing you could try - to confirm if it's definitely the update caches at fault...on a client machine - either one you can't install Sophos on, or one that isn't updating - add a "fake" IP address into the hosts file for each update cache you have - then attempt to install/update again. This should force the installer to bypass those caches and go straight to Sophos. *Don't forget to add the FQDN in, not just NETBIOS.

     

    So, for example 10.10.10.10 UPDATECACHEHOSTNAME.DOMAIN

     

    Let me know how it goes. Not a practical solution by any means, but at least it'll single out those caches.

     

    I'm getting close to exhausting all avenues I can think of at this stage. If I get any further, I will provide an update.

  • In reply to Simon Waddingham:

    I should also mention - there's a mass of errors in the uc log on my update caches in relation to not being able to find specified paths...

     

    C:\ProgramData\Sophos\UpdateCache\Logs\uc.log

  • In reply to Simon Waddingham:

    Hi Simon,

    I think my error may be slightly different to your own.  2 different Windows 10 machines.  One is a first time install of Sophos, the other is installing over the top of current installation.  Both of them repeatedly fail with:

    WARNING : SUL error: [E35582] [DetailedException: Failed to decompress content [url: 'http://d1.sophosupd.com/update/c09268e94c143102a26d123a1776853dx000.dat' ] [zerror: '-3' ] ]INFO : Command 'Download' completed with failure with reboot code '0' and error message 'Could not download software'.
    ERROR : Installation failed.

    No denials on the (Sophos) firewall as *.sophosupd.com set as exceptions.

    I'm not sure if I'm any use to you here, but thanks for directing me to the install logs.

     

     

  • In reply to David Todd:

    Hi David,

     

    Sounds like its slightly different, yes...

     

    Based on the warning you posted - I'm guessing you don't use update caches and pull the installation/update files directly from Sophos? Have you attempted to download that .dat file in a browser from the 2 x Windows 10 machines?

  • In reply to Simon Waddingham:

    Hi Simon,

    Yes, I'm a direct downloader.  I can download the .dat file just fine so it must be all about the error in the unpacking.  Not wanting to hijack your post, I've raised a call with Sophos technical support.  I'll have a go at using update caches as an alternative way around things if I get nothing back.  Thanks for your thoughts.