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New frustrated customer: Updates not downloading (since day 1), support has not been able to help so far..

MartinCadek

I'll be honest and start with the fact that for me so far the support experience has been less than ideal, I have now dealt with two techs and other than very vague suggestion of "something your firewall may be doing" I have 0 real leads as to what's going on. I have over the weekend added packet captures from my firewall to the ticket, but to be honest I am not an expert so making sense of what's going on there is likely over my head.

Case# 5596176 in case anyone who reads this wishes to retain me as a customer.

Can anyone else here help? I believe my case has been escalated on friday to the global support team, but I have not heard from anyone since nor do I have the ability to call in.. (or do I?). Needless to say it's just frustrating having your #1 choice for antispam filtering be the cause of exchange rollout delays. 

I do not use sophos for anything but puremessage/antispam duties on the exchange server, I don't have any enterprise client that downloads updates or client antivirus sophos apps etc.. 

My firewall is a Cisco ASA 5510, if it is the culprit I hope someone here or support can point me in the right direction, but clearly the communication starts and it is quite a simple firewall config too, no proxies for web traffic, no caching, no threat detection/IPS... 

"ERROR: Could not find a source for updated packages" is the generic message in the update log

if I dig deeper under \programdata\ there is a log that shows more information: Trace(2015-Dec-21 12:01:27): EXCEPTION_ACCESS_VIOLATION at 0x720A8A2E 

This is that full log for one attempt at update:

Trace(2015-Dec-21 12:51:26): ALUpdate started: -ScheduledUpdate -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"

Trace(2015-Dec-21 12:51:26): Process security set successfully
Trace(2015-Dec-21 12:51:26): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
Trace(2015-Dec-21 12:51:26): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
Trace(2015-Dec-21 12:51:26): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
Trace(2015-Dec-21 12:51:26): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2015-Dec-21 12:51:26): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2015-Dec-21 12:51:26): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is available from Sophos.
Trace(2015-Dec-21 12:51:26): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not the Spam Rules package.
Trace(2015-Dec-21 12:51:26): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2015-Dec-21 12:51:26): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2015-Dec-21 12:51:26): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2015-Dec-21 12:51:26): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2015-Dec-21 12:51:26): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is available from Sophos.
Trace(2015-Dec-21 12:51:26): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is the Spam Rules package.
Trace(2015-Dec-21 12:51:26): Computer is a not possible cluster
Trace(2015-Dec-21 12:51:26): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2015-Dec-21 12:51:26): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2015-Dec-21 12:51:26): Considering subscribed products.
Trace(2015-Dec-21 12:51:26): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2015-Dec-21 12:51:26): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2015-Dec-21 12:51:26): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2015-Dec-21 12:51:26): Considering product {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D}
Trace(2015-Dec-21 12:51:26): Product {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is not already subscribed.
Trace(2015-Dec-21 12:51:26): Product {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is PureMessageSpamRules.
Trace(2015-Dec-21 12:51:26): Product {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} was added to the list.
Trace(2015-Dec-21 12:51:26): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2015-Dec-21 12:51:26): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2015-Dec-21 12:51:26): GenerateCustomerID: complete
Trace(2015-Dec-21 12:51:26): Computer is a not possible cluster
Trace(2015-Dec-21 12:51:26): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2015-Dec-21 12:51:26): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2015-Dec-21 12:51:26): RMSMessageHandler: ALUpdateStart
Trace(2015-Dec-21 12:51:26): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2015-Dec-21 12:51:26): ALUpdate(AutoUpdate.Started):
Trace(2015-Dec-21 12:51:26): UpdateCoordinator::UpdateNow: Entering
Trace(2015-Dec-21 12:51:26): PopulateCache: Entering
Trace(2015-Dec-21 12:51:26): IPCSender::ProcessSend started
Trace(2015-Dec-21 12:51:26): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2015-Dec-21 12:51:26): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2015-Dec-21 12:51:26): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2015-Dec-21 12:51:26): ProductFactory::Create: SimpleProduct: {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2015-Dec-21 12:51:26): ProductFactory::Create: SAU Product
Trace(2015-Dec-21 12:51:26): Could not open registry key: SOFTWARE\Sophos\AutoUpdate\Service\Subscription
Trace(2015-Dec-21 12:51:26): Using default subscription values...
Trace(2015-Dec-21 12:51:26): ProductFactory::Create: PMSR Product
Trace(2015-Dec-21 12:51:26): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2015-Dec-21 12:51:26): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2015-Dec-21 12:51:26): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
Trace(2015-Dec-21 12:51:26): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2015-Dec-21 12:51:26): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2015-Dec-21 12:51:26): Bandwidth limit set to 48
Trace(2015-Dec-21 12:51:26): Could not open registry key: SOFTWARE\Sophos\AutoUpdate\Service\Subscription
Trace(2015-Dec-21 12:51:26): Using default subscription values...
Trace(2015-Dec-21 12:51:26): SULUpdateLocation created!
Trace(2015-Dec-21 12:51:26): TrySyncProduct, Calling BeginSync
Trace(2015-Dec-21 12:51:26): SULUpdateLocation: BeginSync
Trace(2015-Dec-21 12:51:26): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2015-Dec-21 12:51:26): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2015-Dec-21 12:51:26): Calling SULDownloader Setup...
Trace(2015-Dec-21 12:51:26): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2015-Dec-21 12:51:26): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2015-Dec-21 12:51:26): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2015-Dec-21 12:51:26): server = sophos
Trace(2015-Dec-21 12:51:26): Adding Sophos Update Location: dci.sophosupd.com/update
Trace(2015-Dec-21 12:51:26): Adding Sophos Update Location: dci.sophosupd.net/update
Trace(2015-Dec-21 12:51:26): No manually configured proxy.
Trace(2015-Dec-21 12:51:26): SULDownloader setup successful.
Trace(2015-Dec-21 12:51:26): SubscriptionProvider: FALLBACK/RECOMMENDED/1.0
Trace(2015-Dec-21 12:51:27): EXCEPTION_ACCESS_VIOLATION at 0x720A8A2E
Trace(2015-Dec-21 12:51:27): Failed: SDDS2 CheckResubscription failed
Trace(2015-Dec-21 12:51:27): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2015-Dec-21 12:51:27): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2015-Dec-21 12:51:27): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
Trace(2015-Dec-21 12:51:27): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2015-Dec-21 12:51:27): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2015-Dec-21 12:51:27): Bandwidth limit set to 48
Trace(2015-Dec-21 12:51:27): Could not open registry key: SOFTWARE\Sophos\AutoUpdate\Service\Subscription
Trace(2015-Dec-21 12:51:27): Using default subscription values...
Trace(2015-Dec-21 12:51:27): SULUpdateLocation created!
Trace(2015-Dec-21 12:51:27): TrySyncProduct, Calling BeginSync
Trace(2015-Dec-21 12:51:27): SULUpdateLocation: BeginSync
Trace(2015-Dec-21 12:51:27): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2015-Dec-21 12:51:27): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2015-Dec-21 12:51:27): Calling SULDownloader Setup...
Trace(2015-Dec-21 12:51:27): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2015-Dec-21 12:51:27): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2015-Dec-21 12:51:27): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2015-Dec-21 12:51:27): server = sophos
Trace(2015-Dec-21 12:51:27): Adding Sophos Update Location: dci.sophosupd.com/update
Trace(2015-Dec-21 12:51:27): Adding Sophos Update Location: dci.sophosupd.net/update
Trace(2015-Dec-21 12:51:27): No manually configured proxy.
Trace(2015-Dec-21 12:51:27): SULDownloader setup successful.
Trace(2015-Dec-21 12:51:27): SubscriptionProvider: FALLBACK/RECOMMENDED/1.0
Trace(2015-Dec-21 12:51:27): EXCEPTION_ACCESS_VIOLATION at 0x720A8A2E
Trace(2015-Dec-21 12:51:27): Failed: SDDS2 CheckResubscription failed
Trace(2015-Dec-21 12:51:27): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2015-Dec-21 12:51:27): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2015-Dec-21 12:51:27): TrySyncProduct<class SDDS2::SULUpdateLocation>, Started:
Trace(2015-Dec-21 12:51:27): TrySyncProduct<class SDDS2::SULUpdateLocation>, creating update location
Trace(2015-Dec-21 12:51:27): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2015-Dec-21 12:51:27): Bandwidth limit set to 48
Trace(2015-Dec-21 12:51:27): Could not open registry key: SOFTWARE\Sophos\AutoUpdate\Service\Subscription
Trace(2015-Dec-21 12:51:27): Using default subscription values...
Trace(2015-Dec-21 12:51:27): SULUpdateLocation created!
Trace(2015-Dec-21 12:51:27): TrySyncProduct, Calling BeginSync
Trace(2015-Dec-21 12:51:27): SULUpdateLocation: BeginSync
Trace(2015-Dec-21 12:51:27): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode
Trace(2015-Dec-21 12:51:27): SDDS2Update(SyncProduct.Start): Sophos Endpoint Security and Control, sophos
Trace(2015-Dec-21 12:51:27): Calling SULDownloader Setup...
Trace(2015-Dec-21 12:51:27): warehousePath: "C:\ProgramData\Sophos\AutoUpdate\data\warehouse"
Trace(2015-Dec-21 12:51:27): decodePath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode"
Trace(2015-Dec-21 12:51:27): certPath: "C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir"
Trace(2015-Dec-21 12:51:27): server = sophos
Trace(2015-Dec-21 12:51:27): Adding Sophos Update Location: dci.sophosupd.com/update
Trace(2015-Dec-21 12:51:27): Adding Sophos Update Location: dci.sophosupd.net/update
Trace(2015-Dec-21 12:51:27): No manually configured proxy.
Trace(2015-Dec-21 12:51:27): SULDownloader setup successful.
Trace(2015-Dec-21 12:51:27): SubscriptionProvider: FALLBACK/RECOMMENDED/1.0
Trace(2015-Dec-21 12:51:27): EXCEPTION_ACCESS_VIOLATION at 0x720A8A2E
Trace(2015-Dec-21 12:51:27): Failed: SDDS2 CheckResubscription failed
Trace(2015-Dec-21 12:51:27): TrySyncProduct<class SDDS2::SULUpdateLocation>, Ended - 0
Trace(2015-Dec-21 12:51:27): ALUpdate():
Trace(2015-Dec-21 12:51:27): ALUpdate(DownloadEnded):
Trace(2015-Dec-21 12:51:27): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2015-Dec-21 12:51:27): RMSMessageHandler: ALUpdateEnd
Trace(2015-Dec-21 12:51:27): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERROR: Could not find a source for updated packages</ReadableMessage></Config>
Trace(2015-Dec-21 12:51:27): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERROR: Could not find a source for updated packages</ReadableMessage></Config>
Trace(2015-Dec-21 12:51:27): IPCSender::ProcessSend: Listener not ready starting to wait
Trace(2015-Dec-21 12:51:28): IPCSender::ProcessSend exiting



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  • 0
    I have exactly the same problem, including the log is the same, I am installing in a test environment with exchange 2007, i don't want to do troubleshooting when installing in production environment, I hope they have an answer soon.
  • 0 in reply to testeoUser

    do you have a case number you can share with me? What is your firewall? and please let me know if you get a resolution.

    It's not an option for me, but I would LOVE to know if 2007 does not have this problem. I am guessing you also had it on 2013 exchange box? 

  • 0 in reply to MartinCadek
    Hi, sorry to say i don't have a case number since this is for a client, in his company they have exchange 2007, before installing it on the real server's, i'm doing a test run on a lab that replicates his environment, when i stumbled with the no update error, i'm hopping that this issue will be resolved, i have to do the install on Tuesday 29th.
  • 0 in reply to testeoUser

    Is it a case of just installing either
    1. The standalone installer before installing PureMessage and let that update.
    2. Install Sophos from a distribution point if you have a SEC install?
    If you have already got Sophos installed and it's failing, you should be able to run either of the above installers over the top?  It's my understanding that as long as SAU/SAV are installed PureMessage will just use it. 

  • 0 in reply to testeoUser
    My issue got resolved, they had me uninstall SAV + AutoUpdate -> then download escw_103_sa_sfx.exe (SAV basically?) and install that, as soon as I had done that it began updating just fine. I did not have to uninstall/reinstall puremessage. I left it going overnight and it's still reporting as ok this morning. You may wish to reference my case # as it may help.
  • 0 in reply to jak
    This worked for me, standalone installer which somehow updated itself and puremessage was none-wiser.
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