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Can't install endpoint due to update cache being in stuck "uninstalling" state

Tom Wardrop

We have been on a 30-day trial of Sophos Central which we've since let lapse. Sophos have extended our trial to give us time to raise a purchase order as our existing on-premises license has just expired. Since extending our trial however, clients have been unable to update or be installed from our update cache with errors a plenty. To resolve, I thought I'd just uninstall the update cache and start again, however it got stuck at "Uninstalling" which it's now been stuck on for over 24 hours.

I'm now unable to installed any endpoints due to a "Download failed" error that comes up relatively quickly. Following is an excerpt from the end of the install log:

2018-09-17T22:56:16.4019654Z INFO : About to set security DACL on: C:\\ProgramData\\Sophos\\Certificates\\AutoUpdate\\Cache
2018-09-17T22:56:16.4019654Z INFO : Set security DACL on: C:\\ProgramData\\Sophos\\Certificates\\AutoUpdate\\Cache
2018-09-17T22:56:16.4019654Z INFO : Update Cache Cert Path folder: C:\\ProgramData\\Sophos\\Certificates\\AutoUpdate\\Cache
2018-09-17T22:56:16.4019654Z INFO : Update Cache Cert Path folder: C:\\ProgramData\\Sophos\\Certificates\\AutoUpdate\\Cache
2018-09-17T22:56:16.4019654Z INFO : No update caches configured
2018-09-17T22:56:16.4019654Z WARNING : WinHttpGetProxyForUrl returned: 12180
2018-09-17T22:56:16.4019654Z INFO : Updating configured to use: HTTPS
2018-09-17T22:56:16.4019654Z INFO : Initial download: attempting to use bulk metadata
2018-09-17T22:56:16.4019654Z INFO : Calling SULDownloader addGlobalFilter...
2018-09-17T22:56:16.4019654Z INFO : Subscription: Base
2018-09-17T22:56:16.4019654Z INFO : SUL info: [V46381] SU::Handle::readRemoteMetadata + SU::Handle::readRemoteMetadata()
2018-09-17T22:56:16.4019654Z INFO : SUL info: [V75884] SU::Metadata::readRemoteMetadata SU::Metadata::readRemoteMetadata()
2018-09-17T22:56:16.4019654Z INFO : SUL info: [I40394] Downloading customer file from sophos:1:1
2018-09-17T22:56:16.4019654Z INFO : SUL info: [V81533] SU::createCachedPackageSource creating cached package source for sophos:1:1: url=sophos
2018-09-17T22:56:16.4019654Z INFO : SUL info: [V81533] SU::createCachedPackageSource creating http_source_specific_data to download customer file
2018-09-17T22:56:16.4019654Z INFO : SUL info: [V81533] SU::createCachedPackageSource creating package source to download customer file
2018-09-17T22:56:18.6207778Z WARNING : SUL error: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.com/update
2018-09-17T22:56:18.6363761Z INFO : SUL info: [I19127] No proxy was used.
2018-09-17T22:56:18.6363761Z INFO : SUL info: [I40394] Downloading customer file from sophos:2:1
2018-09-17T22:56:18.6363761Z INFO : SUL info: [V81533] SU::createCachedPackageSource creating cached package source for sophos:2:1: url=sophos
2018-09-17T22:56:18.6363761Z INFO : SUL info: [V81533] SU::createCachedPackageSource creating http_source_specific_data to download customer file
2018-09-17T22:56:18.6363761Z INFO : SUL info: [V81533] SU::createCachedPackageSource creating package source to download customer file
2018-09-17T22:56:20.0582771Z WARNING : SUL error: [E19127] Couldn't find DCI for user. URL was: dci.sophosupd.net/update
2018-09-17T22:56:20.0582771Z INFO : SUL info: [I19127] No proxy was used.
2018-09-17T22:56:20.0582771Z INFO : SUL info: [I40394] Downloading customer file from sophos:3:1
2018-09-17T22:56:20.0582771Z INFO : SUL info: [V81533] SU::createCachedPackageSource creating cached package source for sophos:3:1: url=sophos
2018-09-17T22:56:20.0582771Z INFO : SUL info: [V81533] SU::createCachedPackageSource creating http_source_specific_data to download customer file
2018-09-17T22:56:20.0582771Z INFO : SUL info: [V81533] SU::createCachedPackageSource creating package source to download customer file
2018-09-17T22:56:20.0582771Z WARNING : SUL error: [E75373] Ran out of sophos aliases for this update source
2018-09-17T22:56:20.0582771Z WARNING : SUL error: [E72139] Couldn't find DCI for user. URL was: dci.sophosupd.net/update
2018-09-17T22:56:20.0582771Z INFO : SUL info: [I72139] No proxy was used.
2018-09-17T22:56:20.0582771Z WARNING : SUL error: [E54187] Couldn't find DCI for user. URL was: dci.sophosupd.net/update
2018-09-17T22:56:20.0582771Z ERROR : DownloadCommand::onRun() failed with std::exception: MetaDataScope::MetaDataScope failed with error code 5
2018-09-17T22:56:20.0582771Z INFO : Command 'Download' completed with failure with reboot code '0' and error message 'Could not download software'.
2018-09-17T22:56:20.0582771Z ERROR : Installation failed.
2018-09-17T22:56:20.0582771Z INFO : Sending HTTP 'POST' request to: sophos/management/ep/install/events/endpoint/2ebd4817-031c-847e-a828-09e272475129
2018-09-17T22:56:20.0582771Z WARNING : WinHttpGetProxyForUrl returned: 12180
2018-09-17T22:56:20.0582771Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2018-09-17T22:56:20.0582771Z INFO : Set security protocol: 00000800
2018-09-17T22:56:20.0582771Z INFO : Opening connection to mcs-cloudstation-us-east-2.prod.hydra.sophos.com
2018-09-17T22:56:20.0582771Z INFO : Sending request for connection confirmation through potential proxy
2018-09-17T22:56:20.0582771Z INFO : Request content size: 0
2018-09-17T22:56:20.0582771Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-09-17T22:56:20.0582771Z INFO : Certificate check succeeded
2018-09-17T22:56:20.0582771Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-09-17T22:56:20.3239189Z INFO : Response status code: 200
2018-09-17T22:56:20.3239189Z INFO : Response data size: 168
2018-09-17T22:56:20.3239189Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2018-09-17T22:56:20.3239189Z INFO : Request content size: 1134
2018-09-17T22:56:20.3239189Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-09-17T22:56:20.3239189Z INFO : Certificate check succeeded
2018-09-17T22:56:20.3239189Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-09-17T22:56:20.7301684Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-09-17T22:56:20.7301684Z INFO : Certificate check succeeded
2018-09-17T22:56:20.7301684Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-09-17T22:56:20.7301684Z INFO : Response status code: 200
2018-09-17T22:56:20.7301684Z INFO : Response data size: 0
2018-09-17T22:56:25.9802371Z INFO : Data folder: C:\\ProgramData\\Sophos\\AutoUpdate\\data
2018-09-17T22:56:25.9802371Z INFO : Data folder: C:\\ProgramData\\Sophos\\AutoUpdate\\data
2018-09-17T22:56:25.9802371Z INFO : Sending HTTP 'PUT' request to: prod/2018-09-17T22:56:25Z-2018-09-17T22:56:25Z-5e9fa381-6300-5262-abf0-69abd128aed6.json
2018-09-17T22:56:25.9802371Z WARNING : WinHttpGetProxyForUrl returned: 12180
2018-09-17T22:56:25.9802371Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2018-09-17T22:56:25.9802371Z INFO : Set security protocol: 00000800
2018-09-17T22:56:25.9802371Z INFO : Opening connection to t1.sophosupd.com
2018-09-17T22:56:25.9802371Z INFO : Request content size: 2543
2018-09-17T22:56:26.7616871Z INFO : Sending request
2018-09-17T22:56:26.7616871Z INFO : Request sent
2018-09-17T22:56:27.6677813Z INFO : Sending request
2018-09-17T22:56:27.6677813Z INFO : Request sent
2018-09-17T22:56:27.6677813Z INFO : Response status code: 200
2018-09-17T22:56:27.6677813Z INFO : Response data size: 0
2018-09-17T22:56:27.6677813Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2018-09-17T22:56:27.6677813Z INFO : Telemetry Response:
2018-09-17T22:56:27.6677813Z INFO : User profile unloaded
2018-09-17T22:56:27.6677813Z INFO : Cleaning up extracted files
2018-09-17T22:56:27.6833970Z ERROR : Exception: Setup program failed with code: 1

I've raised a support case with Sophos, but I have no idea how long they'll take to reply, so thought I'd try my luck here.

Any help is much appreciated.



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Parents Reply
  • 0 in reply to Barb@Sophos

    Was wondering what "Couldn't find DCI for user" actually meant, so thanks for that.

    Sure, ticket number is #8356337.

    The first response I've got suggested it may be a TLS related issue and suggest I follow this: https://sophos.com/kb/132609, though that wouldn't explain why it was working and now isn't. I followed the steps suggested anyway on the both the cache server (or what was the cache server) as well as on my workstation, and it doesn't appear to have made a difference.

    Tom

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