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Download of Endpoint Security and control failed from server Sophos

I have the UTM 9.506-2 running. I am attempting to download and use the Endpoint and security control app from the UTM. I have it installed on my PC. However there is a problem with it not being able to update when I attempt to update manually from the taskbar icon when right-clicking and choosing update now.

The alc.log says this

Time: 3/10/2018 12:29:13
Message: ERROR: Download of Endpoint Security and Control failed from server Sophos
Module: Update
Process ID: 8144
Thread ID: 6796

 

Everytime I try to update.

I have also a copy of the SophosUpdate.log file.

 

In the UTM the Endpoint Protection status says Online and OK, Sophos LiveConnect is enabled. 1 computers registered, 1 computers are currently online.

However under computer management, Computer status says "Not yet protected".

 

0x4 SophosUpdate 0x32 0x920 0x1 0x6 0x2fc4 0x5aa41029
0x4 Update 0x32 0x920 0x1 0x6b 0x2fc4 0x5aa4102c EndpointSecurityandControl Sophos
0x4 Update 0x32 0x920 0x1 0x52 0x2fc4 0x5aa4102c
0x4 SophosUpdate 0x32 0x920 0x1 0x7b 0x2fc4 0x5aa4102c
0x4 SophosUpdate 0x32 0x2ce8 0x1 0x6 0x230 0x5aa410ac
0x4 Update 0x32 0x2ce8 0x1 0x6b 0x230 0x5aa410ae EndpointSecurityandControl Sophos
0x4 Update 0x32 0x2ce8 0x1 0x52 0x230 0x5aa410ae
0x4 SophosUpdate 0x32 0x2ce8 0x1 0x7b 0x230 0x5aa410ae
0x4 SophosUpdate 0x32 0x494 0x1 0x6 0xcbc 0x5aa414b2
0x4 Update 0x32 0x494 0x1 0x6b 0xcbc 0x5aa414b5 EndpointSecurityandControl Sophos
0x4 Update 0x32 0x494 0x1 0x52 0xcbc 0x5aa414b5
0x4 SophosUpdate 0x32 0x494 0x1 0x7b 0xcbc 0x5aa414b5
0x4 SophosUpdate 0x32 0x2ca4 0x1 0x6 0x113c 0x5aa414c5
0x4 Update 0x32 0x2ca4 0x1 0x6b 0x113c 0x5aa414c7 EndpointSecurityandControl Sophos
0x4 Update 0x32 0x2ca4 0x1 0x52 0x113c 0x5aa414c7
0x4 SophosUpdate 0x32 0x2ca4 0x1 0x7b 0x113c 0x5aa414c7
0x4 SophosUpdate 0x32 0x2ebc 0x1 0x6 0x8dc 0x5aa414df
0x4 Update 0x32 0x2ebc 0x1 0x6b 0x8dc 0x5aa414e2 EndpointSecurityandControl Sophos
0x4 Update 0x32 0x2ebc 0x1 0x52 0x8dc 0x5aa414e2
0x4 SophosUpdate 0x32 0x2ebc 0x1 0x7b 0x8dc 0x5aa414e2
0x4 SophosUpdate 0x32 0x2f68 0x1 0x6 0xaac 0x5aa414ea
0x4 Update 0x32 0x2f68 0x1 0x6b 0xaac 0x5aa414ec EndpointSecurityandControl Sophos
0x4 Update 0x32 0x2f68 0x1 0x52 0xaac 0x5aa414ec
0x4 SophosUpdate 0x32 0x2f68 0x1 0x7b 0xaac 0x5aa414ec
0x4 SophosUpdate 0x32 0x2e34 0x1 0x6 0x25d8 0x5aa4154a
0x4 Update 0x32 0x2e34 0x1 0x6b 0x25d8 0x5aa4154c EndpointSecurityandControl Sophos
0x4 Update 0x32 0x2e34 0x1 0x52 0x25d8 0x5aa4154c
0x4 SophosUpdate 0x32 0x2e34 0x1 0x7b 0x25d8 0x5aa4154c
0x4 SophosUpdate 0x32 0x2e7c 0x1 0x6 0x27cc 0x5aa4158e
0x4 Update 0x32 0x2e7c 0x1 0x6b 0x27cc 0x5aa41591 EndpointSecurityandControl Sophos
0x4 Update 0x32 0x2e7c 0x1 0x52 0x27cc 0x5aa41591
0x4 SophosUpdate 0x32 0x2e7c 0x1 0x7b 0x27cc 0x5aa41591
0x4 SophosUpdate 0x32 0x1fd0 0x1 0x6 0x1a8c 0x5aa415e7
0x4 Update 0x32 0x1fd0 0x1 0x6b 0x1a8c 0x5aa415e9 EndpointSecurityandControl Sophos
0x4 Update 0x32 0x1fd0 0x1 0x52 0x1a8c 0x5aa415e9
0x4 SophosUpdate 0x32 0x1fd0 0x1 0x7b 0x1a8c 0x5aa415e9
0x4 SophosUpdate 0x32 0x23b4 0x1 0x6 0x149c 0x5aa41d12
0x4 Update 0x32 0x23b4 0x1 0x6b 0x149c 0x5aa41d15 EndpointSecurityandControl Sophos
0x4 Update 0x32 0x23b4 0x1 0x52 0x149c 0x5aa41d15
0x4 SophosUpdate 0x32 0x23b4 0x1 0x7b 0x149c 0x5aa41d15
0x4 SophosUpdate 0x32 0x12f4 0x1 0x6 0x13a4 0x5aa4208d
0x4 Update 0x32 0x12f4 0x1 0x6b 0x13a4 0x5aa42090 EndpointSecurityandControl Sophos
0x4 Update 0x32 0x12f4 0x1 0x52 0x13a4 0x5aa42090
0x4 SophosUpdate 0x32 0x12f4 0x1 0x7b 0x13a4 0x5aa42090

 

SophosUpdate.log

 

I have no firewall or web filtering logs that show Endpoint security being blocked.

When I attempt to ping the update server from command prompt (http://mcs1-ca3c.broker.sophos.com) I get a response Ping request could not find host mcs1-ca3c.broker.sophos.com. Please check the name and try again.



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Parents
  • Have you tried rebooting the PC, Alan?  Doing a hard-reset of your ISP connection?  If so, then you might need to re-install Endpoint after deleting the current one.  If this is the only computer with Endpoint, I would also first click on [Reset Registration Token] on the 'Advanced' tab of 'Computer Management'.

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA
  • I have tried several reboots of the PC after installation of the Endpoint Security app.

     

    I will try the following:

     

    Disable endpoint protection in UTM

    uninstall endpoint protection from PC

    reboot UTM

    reset registration token

    reboot UTM

    enable Endpoint protection within UTM

    install endpoint protection on PC

    reboot PC

    reboot UTM

Reply
  • I have tried several reboots of the PC after installation of the Endpoint Security app.

     

    I will try the following:

     

    Disable endpoint protection in UTM

    uninstall endpoint protection from PC

    reboot UTM

    reset registration token

    reboot UTM

    enable Endpoint protection within UTM

    install endpoint protection on PC

    reboot PC

    reboot UTM

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