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Updating Error

Mike_Raddings

Hi All

We have an issue with a newly isntalled copy of PureMessage. It wont update from Sophos directly as per the PureMEssage install guide that says to install Sophos from the Enterprise Console first followed by PureMessage.

The only thing taht is different is we have a sperate license for Pure Message than our Enterprise Console and os havea  different username/password but the registry of PureMessage reports the correct Username.

The following is the copy of the ALUpdate log file:

Trace(2015-Jul-01 14:53:15): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
Trace(2015-Jul-01 14:53:15): Process security set successfully
Trace(2015-Jul-01 14:53:15): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has been added.
Trace(2015-Jul-01 14:53:15): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is  available from Sophos.
Trace(2015-Jul-01 14:53:15): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  the Spam Rules package.
Trace(2015-Jul-01 14:53:15): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2015-Jul-01 14:53:15): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2015-Jul-01 14:53:15): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
Trace(2015-Jul-01 14:53:15): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
Trace(2015-Jul-01 14:53:15): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2015-Jul-01 14:53:15): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2015-Jul-01 14:53:15): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2015-Jul-01 14:53:15): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2015-Jul-01 14:53:15): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
Trace(2015-Jul-01 14:53:15): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
Trace(2015-Jul-01 14:53:15): Computer is a not possible cluster
Trace(2015-Jul-01 14:53:15): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2015-Jul-01 14:53:15): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2015-Jul-01 14:53:15): Considering subscribed products.
Trace(2015-Jul-01 14:53:15): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2015-Jul-01 14:53:15): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2015-Jul-01 14:53:15): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2015-Jul-01 14:53:15): Considering product {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D}
Trace(2015-Jul-01 14:53:15): Product {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is not already subscribed.
Trace(2015-Jul-01 14:53:15): Product {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is PureMessageSpamRules.
Trace(2015-Jul-01 14:53:15): Product {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} was added to the list.
Trace(2015-Jul-01 14:53:15): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2015-Jul-01 14:53:15): Customer ID has changed
Trace(2015-Jul-01 14:53:15): GenerateCustomerID: complete
Trace(2015-Jul-01 14:53:15): Computer is a not possible cluster
Trace(2015-Jul-01 14:53:15): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2015-Jul-01 14:53:15): IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2015-Jul-01 14:53:15): IPCSender::ProcessSend started
Trace(2015-Jul-01 14:53:15): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2015-Jul-01 14:53:15): RMSMessageHandler: ALUpdateStart
Trace(2015-Jul-01 14:53:15): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2015-Jul-01 14:53:15): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2015-Jul-01 14:53:15): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2015-Jul-01 14:53:15): ALUpdate(AutoUpdate.Started):
Trace(2015-Jul-01 14:53:15): UpdateCoordinator::UpdateNow: Entering
Trace(2015-Jul-01 14:53:15): PopulateCache: Entering
Trace(2015-Jul-01 14:53:15): ProductFactory::Create: SimpleProduct: {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
Trace(2015-Jul-01 14:53:15): ProductFactory::Create: SimpleProduct: {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2015-Jul-01 14:53:15): ProductFactory::Create: SAU Product
Trace(2015-Jul-01 14:53:15): ProductFactory::Create: PMSR Product
Trace(2015-Jul-01 14:53:15): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2015-Jul-01 14:53:15): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2015-Jul-01 14:53:15): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
Trace(2015-Jul-01 14:53:15): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2015-Jul-01 14:53:15): Calling package_source_init
Trace(2015-Jul-01 14:53:16): TrySyncProduct, Calling BeginSync
Trace(2015-Jul-01 14:53:16): Logging on network access user
Trace(2015-Jul-01 14:53:16): Attempting to make a connection to remote machine \\FOXTROT\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2015-Jul-01 14:53:18): Connection to remote machine \\FOXTROT\SophosUpdate\CIDs\S000\SAVSCFXP\ successful
Trace(2015-Jul-01 14:53:18): Custom certificate already present.
Trace(2015-Jul-01 14:53:18): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat
Trace(2015-Jul-01 14:53:18): Remote connection over UNC.
Trace(2015-Jul-01 14:53:18): Read file master.upd (Remote).
Trace(2015-Jul-01 14:53:18): Synchronised file root.upd (Local).
Trace(2015-Jul-01 14:53:18): Synchronised file escdp.dat (Local).
Trace(2015-Jul-01 14:53:18): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\ProductID.dat
Trace(2015-Jul-01 14:53:18): Synchronised file ProductID.dat (Local).
Trace(2015-Jul-01 14:53:18): Customer ID has changed
Trace(2015-Jul-01 14:53:18): ParseCustomerIDFile: completed: 0
Trace(2015-Jul-01 14:53:18): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
Trace(2015-Jul-01 14:53:18): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT
Trace(2015-Jul-01 14:53:18): CIDUpdate(SyncProduct.Start): RMSNT, \\FOXTROT\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2015-Jul-01 14:53:18): Checksum found in master.upd matches cached cidsync.upd : 7b6ac680. Skipping download
Trace(2015-Jul-01 14:53:18): CIDUpdate(PrimarySuccess):
Trace(2015-Jul-01 14:53:19): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 1
Trace(2015-Jul-01 14:53:19): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 1
Trace(2015-Jul-01 14:53:19): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2015-Jul-01 14:53:19): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP
Trace(2015-Jul-01 14:53:19): CIDUpdate(SyncProduct.Start): SAVXP, \\FOXTROT\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2015-Jul-01 14:53:19): Checksum found in master.upd matches cached cidsync.upd : 3dd70b40. Skipping download
Trace(2015-Jul-01 14:53:19): CIDUpdate(PrimarySuccess):
Trace(2015-Jul-01 14:53:19): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2015-Jul-01 14:53:19): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate
Trace(2015-Jul-01 14:53:19): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, \\FOXTROT\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2015-Jul-01 14:53:19): Checksum found in master.upd matches cached cidsync.upd : 5c0bc05e. Skipping download
Trace(2015-Jul-01 14:53:19): CIDUpdate(PrimarySuccess):
Trace(2015-Jul-01 14:53:20): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2015-Jul-01 14:53:20): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
Trace(2015-Jul-01 14:53:20): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2015-Jul-01 14:53:20): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2015-Jul-01 14:53:20): SULUpdateLocation created!
Trace(2015-Jul-01 14:53:20): TrySyncProduct, Calling BeginSync
Trace(2015-Jul-01 14:53:20): SULUpdateLocation: BeginSync
Trace(2015-Jul-01 14:53:20): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2015-Jul-01 14:53:20): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2015-Jul-01 14:53:20): Calling SULDownloader Setup...
Trace(2015-Jul-01 14:53:20): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2015-Jul-01 14:53:20): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2015-Jul-01 14:53:20): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2015-Jul-01 14:53:20): server = sophos
Trace(2015-Jul-01 14:53:20): Adding Sophos Update Location: http://dci.sophosupd.com/update
Trace(2015-Jul-01 14:53:20): Adding Sophos Update Location: http://dci.sophosupd.net/update
Trace(2015-Jul-01 14:53:20): No manually configured proxy.
Trace(2015-Jul-01 14:53:20): SULDownloader setup successful.
Trace(2015-Jul-01 14:53:20): SubscriptionProvider: 7ba49542-049c-4154-aad9-cf19a9ec7be5/10.3.13.2.3600.2/
Trace(2015-Jul-01 14:53:21): Enumerating available product versions...
Trace(2015-Jul-01 14:53:21): Selecting version to synchronise.
Trace(2015-Jul-01 14:53:21): Current version: 10.3.13.2.3600.2
Trace(2015-Jul-01 14:53:21): No acceptable version found!
Trace(2015-Jul-01 14:53:21): SubscriptionProvider: 7ba49542-049c-4154-aad9-cf19a9ec7be5/10.3.13.2.3600.2/
Trace(2015-Jul-01 14:53:21): EXCEPTION_ACCESS_VIOLATION at 0x6B9A8BD6
Trace(2015-Jul-01 14:53:21): Failed: SDDS2 CheckResubscription failed
Trace(2015-Jul-01 14:53:21): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2015-Jul-01 14:53:21): ALUpdate(DownloadEnded):
Trace(2015-Jul-01 14:53:21): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2015-Jul-01 14:53:21): ALUpdate(Action.Skipped): RMSNT
Trace(2015-Jul-01 14:53:21): CIDUpdateLocation::OnNullUpdate...
Trace(2015-Jul-01 14:53:21): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
Trace(2015-Jul-01 14:53:21): CustomFileMap::Read: Subfolder = rms productID = {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
Trace(2015-Jul-01 14:53:21): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\rms.custom
Trace(2015-Jul-01 14:53:21): CustomFileMap::Read: File exists and appears valid.
Trace(2015-Jul-01 14:53:21): CIDUpdateLocation::OnNullUpdate complete.
Trace(2015-Jul-01 14:53:21): ALUpdate(Action.Skipped): SAVXP
Trace(2015-Jul-01 14:53:21): CIDUpdateLocation::OnNullUpdate...
Trace(2015-Jul-01 14:53:21): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
Trace(2015-Jul-01 14:53:21): CustomFileMap::Read: Subfolder = savxp productID = {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2015-Jul-01 14:53:21): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\savxp.custom
Trace(2015-Jul-01 14:53:21): CustomFileMap::Read: File exists and appears valid.
Trace(2015-Jul-01 14:53:21): CIDUpdateLocation::OnNullUpdate complete.
Trace(2015-Jul-01 14:53:21): ALUpdate(Action.Skipped): Sophos AutoUpdate
Trace(2015-Jul-01 14:53:21): CIDUpdateLocation::Prepare... entered
Trace(2015-Jul-01 14:53:21): CheckManifest completed successfully
Trace(2015-Jul-01 14:53:21): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
Trace(2015-Jul-01 14:53:21): CustomFileMap::Read: Subfolder = sau productID = {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2015-Jul-01 14:53:21): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\sau.custom
Trace(2015-Jul-01 14:53:21): CustomFileMap::Read: File exists and appears valid.
Trace(2015-Jul-01 14:53:21): Updating subscription information from product ID data.
Trace(2015-Jul-01 14:53:21): Rigid name: 7ba49542-049c-4154-aad9-cf19a9ec7be5
Trace(2015-Jul-01 14:53:21): Version: 10.3.13.2.3600.2
Trace(2015-Jul-01 14:53:21): CIDUpdateLocation::OnNullUpdate...
Trace(2015-Jul-01 14:53:21): CustomFileMap::CustomFileMap.  CachePath = C:\ProgramData\Sophos\AutoUpdate\cache
Trace(2015-Jul-01 14:53:21): CustomFileMap::Read: Subfolder = sau productID = {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2015-Jul-01 14:53:21): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\sau.custom
Trace(2015-Jul-01 14:53:21): CustomFileMap::Read: File exists and appears valid.
Trace(2015-Jul-01 14:53:21): CIDUpdateLocation::OnNullUpdate complete.
Trace(2015-Jul-01 14:53:22): RMSMessageHandler: ALUpdateEnd
Trace(2015-Jul-01 14:53:22): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate" />
Trace(2015-Jul-01 14:53:22): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate" />
Trace(2015-Jul-01 14:53:22): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate" />
Trace(2015-Jul-01 14:53:22): IPCSender::ProcessSend: No messages in queue, starting to wait

Any help would be greatly appreciated.

:57795


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  • 0

    Christian

    Thanks for your reply.

    Hello Mike,

    I'm not a PureMessage guy but this seems to be primarily an AutoUpdate issue.

    we have a separate license

    None of my business but - why? Normally you don't have an extra set of credentials for PM (and Sophos credentials doesn't mention such a case). Dunno if this could cause problems.

    We run Enterprise console to took after the main system and then we have another licence under our SOphos partnership that PureMessage is tied to. We want Enterprise console to look after the AV side of it.

    EXCEPTION_ACCESS_VIOLATION at 0x6B9A8BD6

    this isn't normal (and might even be a bug, though it is obviously handled gracefully). 7ba49542-049c-4154-aad9-cf19a9ec7be5 is a folder under C:\ProgramData\Sophos\AutoUpdate\data\warehouse\ and should contain one or more XML files (guess it's more than one) which in turn point to XML files under \warehouse\. Perhaps there is some corruption (while this shouldn't happen it is not impossible) - this part of the log is not from the first update attempt, is it? Anyway I'd try step 3 in PureMessage for Microsoft Exchange: troubleshooting spam rules download problems - clearing the AutoUpdate cache.

    I have already tried these steps but I will try again with the points you have riased above. I will let you know how we get on.

    Mike

    :57800
Reply
  • 0

    Christian

    Thanks for your reply.

    Hello Mike,

    I'm not a PureMessage guy but this seems to be primarily an AutoUpdate issue.

    we have a separate license

    None of my business but - why? Normally you don't have an extra set of credentials for PM (and Sophos credentials doesn't mention such a case). Dunno if this could cause problems.

    We run Enterprise console to took after the main system and then we have another licence under our SOphos partnership that PureMessage is tied to. We want Enterprise console to look after the AV side of it.

    EXCEPTION_ACCESS_VIOLATION at 0x6B9A8BD6

    this isn't normal (and might even be a bug, though it is obviously handled gracefully). 7ba49542-049c-4154-aad9-cf19a9ec7be5 is a folder under C:\ProgramData\Sophos\AutoUpdate\data\warehouse\ and should contain one or more XML files (guess it's more than one) which in turn point to XML files under \warehouse\. Perhaps there is some corruption (while this shouldn't happen it is not impossible) - this part of the log is not from the first update attempt, is it? Anyway I'd try step 3 in PureMessage for Microsoft Exchange: troubleshooting spam rules download problems - clearing the AutoUpdate cache.

    I have already tried these steps but I will try again with the points you have riased above. I will let you know how we get on.

    Mike

    :57800
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