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Unable to install UTM endpoint Security and control - looks to be a Sophos issue

Computerman142

Hi

I have UTM 9.5 home edition installed with firmware 9.509-3 and I am located in the UK, however I have been having issues installing Sophos Endpoint Security and Control on new devices. The device registers with the UTM however it is unable to download the files and says an internet connection is required. I have tried this both on the network with UTM and on my standard network that just goes straight out to the internet and has no filters or proxy with two different computers both came back with the same issue. Looking at the logs for auto-update it says it cannot locate the Sophos server which would suggest an issue with Sophos, odd thing is I can get to it via web browser and download the file but still doesn't make the program work. Current endpoints on other PC still update ok, so it is just new endpoint installations. Looking around on Sophos forums it seems to be an issue recently and this thread here and here mentioned it looks be a known issue and Sophos are aware. If so when can we expect this to be resolved as it has been going on a while now and have tried multiple things my side to make sure it isn't me including resetting the UTM ID, now I do have any PC's reporting in as I will have re install the endpoint which doesn't download! If this was a business edition UTM I had, I would not be happy at all that it taking this long to resolve and would be making sure this escalated to the developers for an answer. Please can let me know what is happening? AutoUpdate log below if needed.

018-06-02T10:49:47.466Z [ 7700] INFO WinMain =========================
2018-06-02T10:49:47.466Z [ 7700] INFO WinMain SophosUpdate is starting.
2018-06-02T10:49:47.466Z [ 7700] INFO WinMain AutoUpdate version : 5.1.1.1
2018-06-02T10:49:47.466Z [ 7700] INFO WinMain SophosUpdate version : 5.1.1.1
2018-06-02T10:49:47.466Z [ 7700] INFO WinMain Build : 100004
2018-06-02T10:49:47.466Z [ 7700] INFO WinMain =========================
2018-06-02T10:49:47.466Z [ 7700] INFO Environment::Print Platform ID: WIN_10_X64
2018-06-02T10:49:47.466Z [ 7700] INFO Environment::Print Platform upgraded:0
2018-06-02T10:49:47.466Z [ 7700] INFO Environment::Print Subscription: cd2a5386-f08c-42b1-8d98-40240059e361 RECOMMENDED 1
2018-06-02T10:49:47.466Z [ 7700] INFO Environment::Print Features:
2018-06-02T10:49:47.466Z [ 7700] INFO WinMain Set process security
2018-06-02T10:49:47.466Z [ 7700] INFO WinMain Initialise COM.
2018-06-02T10:49:47.466Z [ 7700] INFO WinMain Load config.
2018-06-02T10:49:47.482Z [ 7700] INFO `anonymous-namespace'::ReadFileContents Slurping file of size 928 bytes.
2018-06-02T10:49:47.482Z [ 7700] INFO WinMain Create registry reporter.
2018-06-02T10:49:47.482Z [ 7700] INFO WinMain Create platform reporter.
2018-06-02T10:49:47.482Z [ 7700] INFO WinMain Load state.
2018-06-02T10:49:47.482Z [ 7700] INFO StatePersister::Load State file not present C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
2018-06-02T10:49:47.482Z [ 7700] INFO WinMain Create progress reporter.
2018-06-02T10:49:47.497Z [ 7700] INFO WinMain Create language neutral logger.
2018-06-02T10:49:47.497Z [ 7700] INFO WinMain Create downloader.
2018-06-02T10:49:47.497Z [ 7700] INFO WinMain Create installer.
2018-06-02T10:49:47.497Z [ 7700] INFO WinMain Create adapter writer.
2018-06-02T10:49:47.497Z [ 7700] INFO IPCBase::IPCBase IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
2018-06-02T10:49:47.497Z [ 7700] INFO WinMain Create completion reporter.
2018-06-02T10:49:47.497Z [ 7700] INFO WinMain Create update logic.
2018-06-02T10:49:47.497Z [ 7700] INFO WinMain Performing update.
2018-06-02T10:49:47.497Z [ 7700] INFO UpdateLogic::Update Reporting update start.
2018-06-02T10:49:47.497Z [ 7500] INFO `anonymous-namespace'::SenderThreadFn::operator() Sender thread started.
2018-06-02T10:49:47.497Z [ 7500] INFO IPCSender::ProcessSend IPCSender::ProcessSend started
2018-06-02T10:49:47.497Z [ 7500] INFO IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
2018-06-02T10:49:47.497Z [ 7700] INFO IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
2018-06-02T10:49:47.497Z [ 7500] INFO IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
2018-06-02T10:49:47.497Z [ 7500] INFO IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
2018-06-02T10:49:47.520Z [ 7700] INFO UpdateLogic::SyncAndInstall Syncing products.
2018-06-02T10:49:47.520Z [ 7700] INFO SDDSDownloader::SyncInternal Adding Sophos Location: dci.sophosupd.com/cloudupdate
2018-06-02T10:49:47.520Z [ 7700] INFO SDDSDownloader::SyncInternal Adding Sophos Location: dci.sophosupd.net/cloudupdate
2018-06-02T10:49:47.520Z [ 7700] INFO SDDSDownloader::SyncInternal Username: 14MXBA7H0B
2018-06-02T10:49:47.520Z [ 7700] INFO SDDSDownloader::SyncInternal No manually configured proxy.
2018-06-02T10:49:47.520Z [ 7700] INFO WindowsProxyDiscoveryWrapper::GetDefaultProxyConfiguration WinHttp default proxy not set
2018-06-02T10:49:47.536Z [ 7700] WARN WindowsProxyDiscoveryWrapper::GetProxyForUrl Failed to get the automatic proxy configuration. The error code was 12180.
2018-06-02T10:49:49.255Z [ 7700] INFO SDDSDownloader::CreatePackageDistributionInformation Added filter for: 8580B6E7-AD8F-4c42-8085-ABD5765C98C5
2018-06-02T10:49:49.255Z [ 7700] INFO ComponentState::SetName Set component name to mcsep.
2018-06-02T10:49:49.255Z [ 7700] INFO ComponentState::SetVersion Set component version to 2.0.2.3.
2018-06-02T10:49:49.255Z [ 7700] INFO SDDSDownloader::CreatePackageDistributionInformation Added filter for: E17FE03B-0501-4aaa-BC69-0129D965F311
2018-06-02T10:49:49.255Z [ 7700] INFO ComponentState::SetName Set component name to savxp.
2018-06-02T10:49:49.255Z [ 7700] INFO ComponentState::SetVersion Set component version to 10.7.6.128.
2018-06-02T10:49:49.255Z [ 7700] INFO SDDSDownloader::CreatePackageDistributionInformation Added filter for: 9BF40A4E-23AE-48be-9974-5A1F261DBEE8
2018-06-02T10:49:49.255Z [ 7700] INFO ComponentState::SetName Set component name to sau.
2018-06-02T10:49:49.255Z [ 7700] INFO ComponentState::SetVersion Set component version to 5.4.0.751.
2018-06-02T10:50:02.327Z [ 7700] INFO ProgressReporter::UpdateDetails Product: {E17FE03B-0501-4aaa-BC69-0129D965F311}, updateSize = 98165496
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I96736] Looking for package cd2a5386-f08c-42b1-8d98-40240059e361 RECOMMENDED 1
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I96736] Looking for package 8580B6E7-AD8F-4c42-8085-ABD5765C98C5 2.0.2.3
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I96736] Looking for package E17FE03B-0501-4aaa-BC69-0129D965F311 10.7.6.128
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I96736] Looking for package 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 5.4.0.751
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I96736] Looking for package ENG 3.70.2.0
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I45378] Found included product 8580B6E7-AD8F-4c42-8085-ABD5765C98C5 2.0.2.3
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I45378] Found included product ENG 3.70.2.0
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I45378] Found included product E17FE03B-0501-4aaa-BC69-0129D965F311 10.7.6.128
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I45378] Found included product 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 5.4.0.751
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement USERAPPFEED LATEST
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement 97B6A561-5F87-4A2E-A4FE-177F48D8899F RECOMMENDED
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement SAVCONTROLLINE UTM
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement SDU LATEST
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement SXLSUP LATEST 2
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement HIPS LATEST_UTM
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement TELEMSUP RECOMMENDED
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement VDL LATEST
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement VDL LATEST
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement USERAPPFEED LATEST
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement 97B6A561-5F87-4A2E-A4FE-177F48D8899F RECOMMENDED
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement SAVCONTROLLINE UTM
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement SDU LATEST
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement SXLSUP LATEST 2
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement HIPS LATEST_UTM
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement TELEMSUP RECOMMENDED
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement IDE552 LATEST
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement IDE552 LATEST
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement IDE553 LATEST
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement IDE553 LATEST
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement IDE554 LATEST
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I49502] Found supplement IDE554 LATEST
2018-06-02T10:50:15.733Z [ 7700] INFO SUL-Log [I19463] Syncing product cd2a5386-f08c-42b1-8d98-40240059e361 591
2018-06-02T10:50:15.733Z [ 7700] ERROR SUL-Log [E59264] Cannot locate server for d1.sophosupd.com/.../81b2fbca3fcce12f124ec1742e3c7e19x000.dat WinHttpQueryHeaders 12150
2018-06-02T10:50:15.748Z [ 7700] ERROR SDDSDownloader::ReportSyncFailure Failed to synchronise
2018-06-02T10:50:15.748Z [ 7700] INFO UpdateLogic::SyncAndInstall Saving state.
2018-06-02T10:50:15.748Z [ 7700] INFO StatePersister::Save Writing state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
2018-06-02T10:50:15.748Z [ 7700] INFO UpdateLogic::SyncAndInstall Skipping product install as Sync failed.
2018-06-02T10:50:16.779Z [ 7700] INFO IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>SDDSDownloadFailed</ID><StringID>107</StringID><Sender>SophosUpdate</Sender><Insert>cd2a5386-f08c-42b1-8d98-40240059e361</Insert><Insert>dci.sophosupd.com/.../ErrorMessage><ReadableMessage>ERROR: Download of cd2a5386-f08c-42b1-8d98-40240059e361 failed from server dci.sophosupd.com/.../Config>
2018-06-02T10:50:16.779Z [ 7500] INFO IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>SDDSDownloadFailed</ID><StringID>107</StringID><Sender>SophosUpdate</Sender><Insert>cd2a5386-f08c-42b1-8d98-40240059e361</Insert><Insert>dci.sophosupd.com/.../ErrorMessage><ReadableMessage>ERROR: Download of cd2a5386-f08c-42b1-8d98-40240059e361 failed from server dci.sophosupd.com/.../Config>
2018-06-02T10:50:16.779Z [ 7500] INFO IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
2018-06-02T10:50:16.779Z [ 7700] INFO WinMain SophosUpdate has completed with the result 0.
2018-06-02T10:50:17.795Z [ 7500] INFO IPCSender::ProcessSend IPCSender::ProcessSend exiting
2018-06-02T10:50:17.795Z [ 7500] INFO `anonymous-namespace'::SenderThreadFn::operator() Sender thread finished.
2018-06-02T10:50:17.795Z [ 7700] INFO StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
2018-06-02T10:53:54.905Z [ 2672] INFO WinMain =========================
2018-06-02T10:53:54.905Z [ 2672] INFO WinMain SophosUpdate is starting.
2018-06-02T10:53:54.905Z [ 2672] INFO WinMain AutoUpdate version : 5.1.1.1
2018-06-02T10:53:54.905Z [ 2672] INFO WinMain SophosUpdate version : 5.1.1.1
2018-06-02T10:53:54.905Z [ 2672] INFO WinMain Build : 100004
2018-06-02T10:53:54.905Z [ 2672] INFO WinMain =========================
2018-06-02T10:53:54.905Z [ 2672] INFO Environment::Print Platform ID: WIN_10_X64
2018-06-02T10:53:54.905Z [ 2672] INFO Environment::Print Platform upgraded:0
2018-06-02T10:53:54.905Z [ 2672] INFO Environment::Print Subscription: cd2a5386-f08c-42b1-8d98-40240059e361 RECOMMENDED 1
2018-06-02T10:53:54.905Z [ 2672] INFO Environment::Print Features:
2018-06-02T10:53:54.905Z [ 2672] INFO WinMain Set process security
2018-06-02T10:53:54.905Z [ 2672] INFO WinMain Initialise COM.
2018-06-02T10:53:54.905Z [ 2672] INFO WinMain Load config.
2018-06-02T10:53:54.905Z [ 2672] INFO `anonymous-namespace'::ReadFileContents Slurping file of size 930 bytes.
2018-06-02T10:53:54.905Z [ 2672] INFO WinMain Create registry reporter.
2018-06-02T10:53:54.905Z [ 2672] INFO WinMain Create platform reporter.
2018-06-02T10:53:54.905Z [ 2672] INFO WinMain Load state.
2018-06-02T10:53:54.905Z [ 2672] INFO StatePersister::Load Loading state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
2018-06-02T10:53:54.905Z [ 2672] INFO ComponentState::SetLineId Set component line ID to 8580B6E7-AD8F-4c42-8085-ABD5765C98C5.
2018-06-02T10:53:54.905Z [ 2672] INFO ComponentState::SetInstalledThumbprint Set installed thumbprint for 8580B6E7-AD8F-4c42-8085-ABD5765C98C5 to .
2018-06-02T10:53:54.905Z [ 2672] INFO ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for 8580B6E7-AD8F-4c42-8085-ABD5765C98C5 to .
2018-06-02T10:53:54.905Z [ 2672] INFO ComponentState::SetName Set component name to .
2018-06-02T10:53:54.905Z [ 2672] INFO ComponentState::SetLineId Set component line ID to 9BF40A4E-23AE-48be-9974-5A1F261DBEE8.
2018-06-02T10:53:54.905Z [ 2672] INFO ComponentState::SetInstalledThumbprint Set installed thumbprint for 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 to .
2018-06-02T10:53:54.905Z [ 2672] INFO ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 to .
2018-06-02T10:53:54.905Z [ 2672] INFO ComponentState::SetName Set component name to .
2018-06-02T10:53:54.905Z [ 2672] INFO ComponentState::SetLineId Set component line ID to E17FE03B-0501-4aaa-BC69-0129D965F311.
2018-06-02T10:53:54.905Z [ 2672] INFO ComponentState::SetInstalledThumbprint Set installed thumbprint for E17FE03B-0501-4aaa-BC69-0129D965F311 to .
2018-06-02T10:53:54.905Z [ 2672] INFO ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for E17FE03B-0501-4aaa-BC69-0129D965F311 to .
2018-06-02T10:53:54.905Z [ 2672] INFO ComponentState::SetName Set component name to .
2018-06-02T10:53:54.905Z [ 2672] INFO WinMain Create progress reporter.
2018-06-02T10:53:54.920Z [ 2672] INFO WinMain Create language neutral logger.
2018-06-02T10:53:54.920Z [ 2672] INFO WinMain Create downloader.
2018-06-02T10:53:54.920Z [ 2672] INFO WinMain Create installer.
2018-06-02T10:53:54.920Z [ 2672] INFO WinMain Create adapter writer.
2018-06-02T10:53:54.936Z [ 2672] INFO IPCBase::IPCBase IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
2018-06-02T10:53:54.936Z [ 2672] INFO WinMain Create completion reporter.
2018-06-02T10:53:54.936Z [ 2672] INFO WinMain Create update logic.
2018-06-02T10:53:54.936Z [ 7080] INFO `anonymous-namespace'::SenderThreadFn::operator() Sender thread started.
2018-06-02T10:53:54.936Z [ 2672] INFO WinMain Performing update.
2018-06-02T10:53:54.936Z [ 7080] INFO IPCSender::ProcessSend IPCSender::ProcessSend started
2018-06-02T10:53:54.936Z [ 2672] INFO UpdateLogic::Update Reporting update start.
2018-06-02T10:53:54.936Z [ 7080] INFO IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
2018-06-02T10:53:54.936Z [ 2672] INFO IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
2018-06-02T10:53:54.936Z [ 7080] INFO IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
2018-06-02T10:53:54.936Z [ 7080] INFO IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
2018-06-02T10:53:54.936Z [ 2672] INFO UpdateLogic::SyncAndInstall Syncing products.
2018-06-02T10:53:54.936Z [ 2672] INFO SDDSDownloader::SyncInternal Adding Sophos Location: dci.sophosupd.com/cloudupdate
2018-06-02T10:53:54.936Z [ 2672] INFO SDDSDownloader::SyncInternal Adding Sophos Location: dci.sophosupd.net/cloudupdate
2018-06-02T10:53:54.936Z [ 2672] INFO SDDSDownloader::SyncInternal Username: 14MXBA7H0B
2018-06-02T10:53:54.936Z [ 2672] INFO SDDSDownloader::SyncInternal No manually configured proxy.
2018-06-02T10:53:54.936Z [ 2672] INFO WindowsProxyDiscoveryWrapper::GetDefaultProxyConfiguration WinHttp default proxy not set
2018-06-02T10:53:54.952Z [ 2672] WARN WindowsProxyDiscoveryWrapper::GetProxyForUrl Failed to get the automatic proxy configuration. The error code was 12180.
2018-06-02T10:54:00.604Z [ 2672] INFO SDDSDownloader::CreatePackageDistributionInformation Added filter for: 8580B6E7-AD8F-4c42-8085-ABD5765C98C5
2018-06-02T10:54:00.604Z [ 2672] INFO ComponentState::SetName Set component name to mcsep.
2018-06-02T10:54:00.604Z [ 2672] INFO ComponentState::SetVersion Set component version to 2.0.2.3.
2018-06-02T10:54:00.604Z [ 2672] INFO SDDSDownloader::CreatePackageDistributionInformation Added filter for: E17FE03B-0501-4aaa-BC69-0129D965F311
2018-06-02T10:54:00.604Z [ 2672] INFO ComponentState::SetName Set component name to savxp.
2018-06-02T10:54:00.604Z [ 2672] INFO ComponentState::SetVersion Set component version to 10.7.6.128.
2018-06-02T10:54:00.604Z [ 2672] INFO SDDSDownloader::CreatePackageDistributionInformation Added filter for: 9BF40A4E-23AE-48be-9974-5A1F261DBEE8
2018-06-02T10:54:00.604Z [ 2672] INFO ComponentState::SetName Set component name to sau.
2018-06-02T10:54:00.604Z [ 2672] INFO ComponentState::SetVersion Set component version to 5.4.0.751.
2018-06-02T10:57:29.836Z [ 2672] INFO ProgressReporter::UpdateDetails Product: {E17FE03B-0501-4aaa-BC69-0129D965F311}, updateSize = 83842602
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I96736] Looking for package cd2a5386-f08c-42b1-8d98-40240059e361 RECOMMENDED 1
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I96736] Looking for package 8580B6E7-AD8F-4c42-8085-ABD5765C98C5 2.0.2.3
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I96736] Looking for package E17FE03B-0501-4aaa-BC69-0129D965F311 10.7.6.128
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I96736] Looking for package 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 5.4.0.751
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I96736] Looking for package ENG 3.70.2.0
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I45378] Found included product 8580B6E7-AD8F-4c42-8085-ABD5765C98C5 2.0.2.3
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I45378] Found included product ENG 3.70.2.0
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I45378] Found included product E17FE03B-0501-4aaa-BC69-0129D965F311 10.7.6.128
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I45378] Found included product 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 5.4.0.751
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement USERAPPFEED LATEST
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement 97B6A561-5F87-4A2E-A4FE-177F48D8899F RECOMMENDED
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement SAVCONTROLLINE UTM
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement SDU LATEST
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement SXLSUP LATEST 2
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement HIPS LATEST_UTM
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement TELEMSUP RECOMMENDED
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement VDL LATEST
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement VDL LATEST
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement USERAPPFEED LATEST
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement 97B6A561-5F87-4A2E-A4FE-177F48D8899F RECOMMENDED
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement SAVCONTROLLINE UTM
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement SDU LATEST
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement SXLSUP LATEST 2
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement HIPS LATEST_UTM
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement TELEMSUP RECOMMENDED
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement IDE552 LATEST
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement IDE552 LATEST
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement IDE553 LATEST
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement IDE553 LATEST
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement IDE554 LATEST
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I49502] Found supplement IDE554 LATEST
2018-06-02T10:57:32.168Z [ 2672] INFO SUL-Log [I19463] Syncing product cd2a5386-f08c-42b1-8d98-40240059e361 591
2018-06-02T10:57:32.168Z [ 2672] ERROR SUL-Log [E59264] Cannot locate server for d1.sophosupd.com/.../81b2fbca3fcce12f124ec1742e3c7e19x000.dat WinHttpQueryHeaders 12150
2018-06-02T10:57:32.168Z [ 2672] ERROR SDDSDownloader::ReportSyncFailure Failed to synchronise
2018-06-02T10:57:32.168Z [ 2672] INFO UpdateLogic::SyncAndInstall Saving state.
2018-06-02T10:57:32.168Z [ 2672] INFO StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
2018-06-02T10:57:32.168Z [ 2672] INFO UpdateLogic::SyncAndInstall Skipping product install as Sync failed.
2018-06-02T10:57:33.212Z [ 2672] INFO IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>SDDSDownloadFailed</ID><StringID>107</StringID><Sender>SophosUpdate</Sender><Insert>cd2a5386-f08c-42b1-8d98-40240059e361</Insert><Insert>dci.sophosupd.com/.../ErrorMessage><ReadableMessage>ERROR: Download of cd2a5386-f08c-42b1-8d98-40240059e361 failed from server dci.sophosupd.com/.../Config>
2018-06-02T10:57:33.212Z [ 7080] INFO IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>SDDSDownloadFailed</ID><StringID>107</StringID><Sender>SophosUpdate</Sender><Insert>cd2a5386-f08c-42b1-8d98-40240059e361</Insert><Insert>dci.sophosupd.com/.../ErrorMessage><ReadableMessage>ERROR: Download of cd2a5386-f08c-42b1-8d98-40240059e361 failed from server dci.sophosupd.com/.../Config>
2018-06-02T10:57:33.212Z [ 7080] INFO IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
2018-06-02T10:57:33.212Z [ 2672] INFO WinMain SophosUpdate has completed with the result 0.
2018-06-02T10:57:34.226Z [ 7080] INFO IPCSender::ProcessSend IPCSender::ProcessSend exiting
2018-06-02T10:57:34.226Z [ 7080] INFO `anonymous-namespace'::SenderThreadFn::operator() Sender thread finished.
2018-06-02T10:57:34.226Z [ 2672] INFO StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml

 

Thanks

Rhys



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  • 0

    I have the exact same issue and keen to find a resolution. I've attempted reinstalling, clearing cache, etc wthout success.

  • 0 in reply to Richard Francis1

    I also have this problem with two different UTMs

    I have also deleted the cache and warehouse to no avail

    When I hit "Update" on the Sophos AV Icon the program starts downloading, does not complete and them says cannot connect to server

    ALC Log:

     

    Time: 18/06/2018 11:05:07
    Message: AutoUpdate finished
    Module: SophosUpdate
    Process ID: 9292
    Thread ID: 3664

    Time: 18/06/2018 11:05:07
    Message: Downloading phase completed
    Module: Update
    Process ID: 9292
    Thread ID: 3664

    Time: 18/06/2018 11:05:07
    Message: ERROR: Download of Endpoint Security and Control failed from server Sophos
    Module: Update
    Process ID: 9292
    Thread ID: 3664

    Time: 18/06/2018 11:05:04
    Message: Downloading product Endpoint Security and Control from server Sophos
    Module: Update
    Process ID: 9292
    Thread ID: 3664

    Time: 18/06/2018 11:05:03
    Message: *************** Sophos AutoUpdate started ***************
    Module: SophosUpdate
    Process ID: 9292
    Thread ID: 3664

    Time: 18/06/2018 10:05:30
    Message: AutoUpdate finished
    Module: SophosUpdate
    Process ID: 2332
    Thread ID: 14988

    Time: 18/06/2018 10:05:30
    Message: Downloading phase completed
    Module: Update
    Process ID: 2332
    Thread ID: 14988

    Time: 18/06/2018 10:05:30
    Message: ERROR: Download of Endpoint Security and Control failed from server Sophos
    Module: Update
    Process ID: 2332
    Thread ID: 14988

    Time: 18/06/2018 10:05:04
    Message: Downloading product Endpoint Security and Control from server Sophos
    Module: Update
    Process ID: 2332
    Thread ID: 14988

    Time: 18/06/2018 10:05:03
    Message: *************** Sophos AutoUpdate started ***************
    Module: SophosUpdate
    Process ID: 2332
    Thread ID: 14988

    Time: 18/06/2018 09:57:19
    Message: AutoUpdate finished
    Module: SophosUpdate
    Process ID: 15092
    Thread ID: 556

    Time: 18/06/2018 09:57:19
    Message: Downloading phase completed
    Module: Update
    Process ID: 15092
    Thread ID: 556

    Time: 18/06/2018 09:57:19
    Message: ERROR: Download of Endpoint Security and Control failed from server Sophos
    Module: Update
    Process ID: 15092
    Thread ID: 556

    Time: 18/06/2018 09:57:09
    Message: Downloading product Endpoint Security and Control from server Sophos
    Module: Update
    Process ID: 15092
    Thread ID: 556

    Time: 18/06/2018 09:57:08
    Message: *************** Sophos AutoUpdate started ***************
    Module: SophosUpdate
    Process ID: 15092
    Thread ID: 556

  • 0 in reply to JeffreyLewcock

    Thanks to Sander in the comments of one of the threads listed in the OP.  I've been able to get this working using the workaround below...

     

    There is, however, a valid workaround:

    1. Copy the Warehouse folder from a working endpoint (the warehouse folder is found at C:\ProgramData\Sophos\AutoUpdate\data).
    2. Paste the folder into the same location on one of the affected endpoints.
    3. Force an update/run the install.
    4. Check to see if the affected endpoint has now updated successfully.

Reply
  • 0 in reply to JeffreyLewcock

    Thanks to Sander in the comments of one of the threads listed in the OP.  I've been able to get this working using the workaround below...

     

    There is, however, a valid workaround:

    1. Copy the Warehouse folder from a working endpoint (the warehouse folder is found at C:\ProgramData\Sophos\AutoUpdate\data).
    2. Paste the folder into the same location on one of the affected endpoints.
    3. Force an update/run the install.
    4. Check to see if the affected endpoint has now updated successfully.

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