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up2date failing

Hello, I've been trying to update my Sophos UTM 220 for a while, it always gives me the error "Failed to synchronize fileset". I re-image the UTM 220 with a newer version (9.510-5) trying to solve the issue of updating it, but still keeps giving me the error when I try to update the patterns. What else can I do?

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0 BAlfson over 6 years ago

Olá and welcome to the UTM Community!

If you reimaged from ISO, imported a configuration backup and still had this problem, then I think it may be a temporary problem with your Up2Date server. Show us the complete line from the log, and we'll try a different server. Do you see any Could not connect to Server messages in your log?

Cheers - Bob

Sophos UTM Community Moderator
Sophos Certified Architect - UTM
Sophos Certified Engineer - XG
Gold Solution Partner since 2005

MediaSoft, Inc. USA
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0 Infraestrutura Hmit over 5 years ago in reply to BAlfson

Hello Bob,

Here is what appears in the log:

2018:11:26-08:52:35 SloganFW audld[19523]: Starting Up2Date Package Downloader

2018:11:26-08:52:36 SloganFW audld[19523]: patch up2date possible

2018:11:26-08:52:36 SloganFW audld[19523]: Using static update server list in HA mode

2018:11:26-08:52:38 SloganFW audld[19523]: id="3701" severity="info" sys="system" sub="up2date" name="Authentication successful"

2018:11:26-08:52:38 SloganFW audld[19523]: Using static download server list in HA mode

2018:11:26-08:52:38 SloganFW audld[19523]: id="3707" severity="info" sys="system" sub="up2date" name="Successfully synchronized fileset" status="success" action="download" package="geoip"

2018:11:26-08:52:38 SloganFW audld[19523]: Deleted lingering download files: u2d-aptp-9.31598.tgz.gpg.7cd71e804e3730af3407996372449fc5.tmp

2018:11:26-08:52:39 SloganFW audld[19523]: >=========================================================================

2018:11:26-08:52:39 SloganFW audld[19523]: us1.utmu2d.sophos.com/.../u2d-aptp-9.31629.tgz.gpg Server Error code=500

2018:11:26-08:52:39 SloganFW audld[19523]:

2018:11:26-08:52:39 SloganFW audld[19523]: 1. Modules::Logging::msg:46() /</sbin/audld.plx>Modules/Logging.pm

2018:11:26-08:52:39 SloganFW audld[19523]: 2. Modules::Audld::Download::Check::server_response:136() /</sbin/audld.plx>Modules/Audld/Download/Check.pm

2018:11:26-08:52:39 SloganFW audld[19523]: 3. Modules::Audld::Download::_download:237() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:39 SloganFW audld[19523]: 4. Modules::Audld::Download::start:106() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:39 SloganFW audld[19523]: 5. main::main:246() audld.pl

2018:11:26-08:52:39 SloganFW audld[19523]: 6. main::top-level:40() audld.pl

2018:11:26-08:52:39 SloganFW audld[19523]: |=========================================================================

2018:11:26-08:52:39 SloganFW audld[19523]: us2.utmu2d.sophos.com/.../u2d-aptp-9.31629.tgz.gpg Server Error code=500

2018:11:26-08:52:39 SloganFW audld[19523]:

2018:11:26-08:52:39 SloganFW audld[19523]: 1. Modules::Logging::msg:46() /</sbin/audld.plx>Modules/Logging.pm

2018:11:26-08:52:39 SloganFW audld[19523]: 2. Modules::Audld::Download::Check::server_response:136() /</sbin/audld.plx>Modules/Audld/Download/Check.pm

2018:11:26-08:52:39 SloganFW audld[19523]: 3. Modules::Audld::Download::_download:237() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:39 SloganFW audld[19523]: 4. Modules::Audld::Download::start:106() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:39 SloganFW audld[19523]: 5. main::main:246() audld.pl

2018:11:26-08:52:39 SloganFW audld[19523]: 6. main::top-level:40() audld.pl

2018:11:26-08:52:40 SloganFW audld[19523]: |=========================================================================

2018:11:26-08:52:40 SloganFW audld[19523]: sg1.utmu2d.sophos.com/.../u2d-aptp-9.31629.tgz.gpg Server Error code=500

2018:11:26-08:52:40 SloganFW audld[19523]:

2018:11:26-08:52:40 SloganFW audld[19523]: 1. Modules::Logging::msg:46() /</sbin/audld.plx>Modules/Logging.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 2. Modules::Audld::Download::Check::server_response:136() /</sbin/audld.plx>Modules/Audld/Download/Check.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 3. Modules::Audld::Download::_download:237() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 4. Modules::Audld::Download::start:106() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 5. main::main:246() audld.pl

2018:11:26-08:52:40 SloganFW audld[19523]: 6. main::top-level:40() audld.pl

2018:11:26-08:52:40 SloganFW audld[19523]: |=========================================================================

2018:11:26-08:52:40 SloganFW audld[19523]: eu1.utmu2d.sophos.com/.../u2d-aptp-9.31629.tgz.gpg Server Error code=500

2018:11:26-08:52:40 SloganFW audld[19523]:

2018:11:26-08:52:40 SloganFW audld[19523]: 1. Modules::Logging::msg:46() /</sbin/audld.plx>Modules/Logging.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 2. Modules::Audld::Download::Check::server_response:136() /</sbin/audld.plx>Modules/Audld/Download/Check.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 3. Modules::Audld::Download::_download:237() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 4. Modules::Audld::Download::start:106() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 5. main::main:246() audld.pl

2018:11:26-08:52:40 SloganFW audld[19523]: 6. main::top-level:40() audld.pl

2018:11:26-08:52:40 SloganFW audld[19523]: |=========================================================================

2018:11:26-08:52:40 SloganFW audld[19523]: Tried all 4 Servers: Download unsuccessful

2018:11:26-08:52:40 SloganFW audld[19523]:

2018:11:26-08:52:40 SloganFW audld[19523]: 1. Modules::Logging::msg:46() /</sbin/audld.plx>Modules/Logging.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 2. Modules::Audld::Download::_download:246() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 3. Modules::Audld::Download::start:106() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 4. main::main:246() audld.pl

2018:11:26-08:52:40 SloganFW audld[19523]: 5. main::top-level:40() audld.pl

2018:11:26-08:52:40 SloganFW audld[19523]: |=========================================================================

2018:11:26-08:52:40 SloganFW audld[19523]: id="3706" severity="error" sys="system" sub="up2date" name="Failed to synchronize fileset" status="failed" action="download" package="aptp"

2018:11:26-08:52:40 SloganFW audld[19523]:

2018:11:26-08:52:40 SloganFW audld[19523]: 1. Modules::Logging::alf:100() /</sbin/audld.plx>Modules/Logging.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 2. Modules::Audld::Download::start:108() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 3. main::main:246() audld.pl

2018:11:26-08:52:40 SloganFW audld[19523]: 4. main::top-level:40() audld.pl
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0 Infraestrutura Hmit over 5 years ago in reply to BAlfson

Hello Bob,

Here is what appears in the log:

2018:11:26-08:52:35 SloganFW audld[19523]: Starting Up2Date Package Downloader

2018:11:26-08:52:36 SloganFW audld[19523]: patch up2date possible

2018:11:26-08:52:36 SloganFW audld[19523]: Using static update server list in HA mode

2018:11:26-08:52:38 SloganFW audld[19523]: id="3701" severity="info" sys="system" sub="up2date" name="Authentication successful"

2018:11:26-08:52:38 SloganFW audld[19523]: Using static download server list in HA mode

2018:11:26-08:52:38 SloganFW audld[19523]: id="3707" severity="info" sys="system" sub="up2date" name="Successfully synchronized fileset" status="success" action="download" package="geoip"

2018:11:26-08:52:38 SloganFW audld[19523]: Deleted lingering download files: u2d-aptp-9.31598.tgz.gpg.7cd71e804e3730af3407996372449fc5.tmp

2018:11:26-08:52:39 SloganFW audld[19523]: >=========================================================================

2018:11:26-08:52:39 SloganFW audld[19523]: us1.utmu2d.sophos.com/.../u2d-aptp-9.31629.tgz.gpg Server Error code=500

2018:11:26-08:52:39 SloganFW audld[19523]:

2018:11:26-08:52:39 SloganFW audld[19523]: 1. Modules::Logging::msg:46() /</sbin/audld.plx>Modules/Logging.pm

2018:11:26-08:52:39 SloganFW audld[19523]: 2. Modules::Audld::Download::Check::server_response:136() /</sbin/audld.plx>Modules/Audld/Download/Check.pm

2018:11:26-08:52:39 SloganFW audld[19523]: 3. Modules::Audld::Download::_download:237() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:39 SloganFW audld[19523]: 4. Modules::Audld::Download::start:106() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:39 SloganFW audld[19523]: 5. main::main:246() audld.pl

2018:11:26-08:52:39 SloganFW audld[19523]: 6. main::top-level:40() audld.pl

2018:11:26-08:52:39 SloganFW audld[19523]: |=========================================================================

2018:11:26-08:52:39 SloganFW audld[19523]: us2.utmu2d.sophos.com/.../u2d-aptp-9.31629.tgz.gpg Server Error code=500

2018:11:26-08:52:39 SloganFW audld[19523]:

2018:11:26-08:52:39 SloganFW audld[19523]: 1. Modules::Logging::msg:46() /</sbin/audld.plx>Modules/Logging.pm

2018:11:26-08:52:39 SloganFW audld[19523]: 2. Modules::Audld::Download::Check::server_response:136() /</sbin/audld.plx>Modules/Audld/Download/Check.pm

2018:11:26-08:52:39 SloganFW audld[19523]: 3. Modules::Audld::Download::_download:237() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:39 SloganFW audld[19523]: 4. Modules::Audld::Download::start:106() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:39 SloganFW audld[19523]: 5. main::main:246() audld.pl

2018:11:26-08:52:39 SloganFW audld[19523]: 6. main::top-level:40() audld.pl

2018:11:26-08:52:40 SloganFW audld[19523]: |=========================================================================

2018:11:26-08:52:40 SloganFW audld[19523]: sg1.utmu2d.sophos.com/.../u2d-aptp-9.31629.tgz.gpg Server Error code=500

2018:11:26-08:52:40 SloganFW audld[19523]:

2018:11:26-08:52:40 SloganFW audld[19523]: 1. Modules::Logging::msg:46() /</sbin/audld.plx>Modules/Logging.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 2. Modules::Audld::Download::Check::server_response:136() /</sbin/audld.plx>Modules/Audld/Download/Check.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 3. Modules::Audld::Download::_download:237() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 4. Modules::Audld::Download::start:106() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 5. main::main:246() audld.pl

2018:11:26-08:52:40 SloganFW audld[19523]: 6. main::top-level:40() audld.pl

2018:11:26-08:52:40 SloganFW audld[19523]: |=========================================================================

2018:11:26-08:52:40 SloganFW audld[19523]: eu1.utmu2d.sophos.com/.../u2d-aptp-9.31629.tgz.gpg Server Error code=500

2018:11:26-08:52:40 SloganFW audld[19523]:

2018:11:26-08:52:40 SloganFW audld[19523]: 1. Modules::Logging::msg:46() /</sbin/audld.plx>Modules/Logging.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 2. Modules::Audld::Download::Check::server_response:136() /</sbin/audld.plx>Modules/Audld/Download/Check.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 3. Modules::Audld::Download::_download:237() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 4. Modules::Audld::Download::start:106() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 5. main::main:246() audld.pl

2018:11:26-08:52:40 SloganFW audld[19523]: 6. main::top-level:40() audld.pl

2018:11:26-08:52:40 SloganFW audld[19523]: |=========================================================================

2018:11:26-08:52:40 SloganFW audld[19523]: Tried all 4 Servers: Download unsuccessful

2018:11:26-08:52:40 SloganFW audld[19523]:

2018:11:26-08:52:40 SloganFW audld[19523]: 1. Modules::Logging::msg:46() /</sbin/audld.plx>Modules/Logging.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 2. Modules::Audld::Download::_download:246() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 3. Modules::Audld::Download::start:106() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 4. main::main:246() audld.pl

2018:11:26-08:52:40 SloganFW audld[19523]: 5. main::top-level:40() audld.pl

2018:11:26-08:52:40 SloganFW audld[19523]: |=========================================================================

2018:11:26-08:52:40 SloganFW audld[19523]: id="3706" severity="error" sys="system" sub="up2date" name="Failed to synchronize fileset" status="failed" action="download" package="aptp"

2018:11:26-08:52:40 SloganFW audld[19523]:

2018:11:26-08:52:40 SloganFW audld[19523]: 1. Modules::Logging::alf:100() /</sbin/audld.plx>Modules/Logging.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 2. Modules::Audld::Download::start:108() /</sbin/audld.plx>Modules/Audld/Download.pm

2018:11:26-08:52:40 SloganFW audld[19523]: 3. main::main:246() audld.pl

2018:11:26-08:52:40 SloganFW audld[19523]: 4. main::top-level:40() audld.pl
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0 BAlfson over 5 years ago in reply to Infraestrutura Hmit

"Tried all 4 Servers: Download unsuccessful"

You might have a DNS issue or your ISP might have a connectivity issue with the four servers in your region. In any case, let's see what servers are being tried:

grep fallbackservers /etc/up2date/up2date.conf

Cheers - Bob

Sophos UTM Community Moderator
Sophos Certified Architect - UTM
Sophos Certified Engineer - XG
Gold Solution Partner since 2005

MediaSoft, Inc. USA
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0 Infraestrutura Hmit over 5 years ago in reply to BAlfson

Hey Bob,

I've already changed my DNS server to others, like Cloudflare, google, openDNS but all of them gave me the same error.

The server being tried are:

fallbackservers = us1.utmu2d.sophos.com us2.utmu2d.sophos.com sg1.utmu2d.sophos.com eu1.utmu2d.sophos.com

Cheers - Marcelo
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0 BAlfson over 5 years ago in reply to Infraestrutura Hmit

Olá Marcelo,

The same as my lab UTM. The IPs are, in order: 54.214.16.252, 107.21.214.248, 175.41.132.12 & 79.125.21.244. Is that what you get with nslookup at the command line?

Cheers - Bob

Sophos UTM Community Moderator
Sophos Certified Architect - UTM
Sophos Certified Engineer - XG
Gold Solution Partner since 2005

MediaSoft, Inc. USA
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0 Infraestrutura Hmit over 5 years ago in reply to BAlfson

Hello Bob, That is what I get when I use nslookup.
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0 BAlfson over 5 years ago in reply to Infraestrutura Hmit

If you're using nslookup from the command line of the UTM, then I think the problem is your ISP. What if you try to traceroute to those servers - do the traces die at the same spot?

Cheers - Bob

Sophos UTM Community Moderator
Sophos Certified Architect - UTM
Sophos Certified Engineer - XG
Gold Solution Partner since 2005

MediaSoft, Inc. USA
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0 Infraestrutura Hmit over 5 years ago in reply to BAlfson

Hey Bob,

The traceroute die at different spots, but never reach the final destination. I already tried from 3 different ISP, since I have 3 different uplink on my UTM.
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0 BAlfson over 5 years ago in reply to Infraestrutura Hmit

From Oklahoma, traceroute to those IPs dies, in order, at 52.93.240.75, 52.93.24.151, 203.83.223.21 & 52.93.7.141. How about for you?

Cheers - Bob

Sophos UTM Community Moderator
Sophos Certified Architect - UTM
Sophos Certified Engineer - XG
Gold Solution Partner since 2005

MediaSoft, Inc. USA
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0 Infraestrutura Hmit over 5 years ago in reply to BAlfson

Hey Bob,

From Fortaleza, Brazil, traceroute dies, in order, at 4.16.146.90, 72.21.197.243, 180.87.15.206 & 212.73.243.158.

Is that correct?
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0 BAlfson over 5 years ago in reply to Infraestrutura Hmit

Strange. Can you open a ticket with Sophos Support?

Cheers - Bob

Sophos UTM Community Moderator
Sophos Certified Architect - UTM
Sophos Certified Engineer - XG
Gold Solution Partner since 2005

MediaSoft, Inc. USA
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0 Infraestrutura Hmit over 5 years ago in reply to BAlfson

Hey Bob,

I will open a ticket. Thanks for the help!!!
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