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Endpoint installs everything but AV, autoupdate hosed

When I install endpoint using link or download from UTM, it never downloads the AV software.  When I check the update settings, a server is listed but no username or password.

Internet connectivity is fine, even tried using hotspot on iphone to download, still no luck.  Any help would be appreciated.

Here are some errors from various logs:

2015-07-03T17:29:18.788Z _ 4840_ ERROR UpdateLogic::HandleNoPolicy Policy is empty. Update cannot continue.

Time: 7/3/2015 13:17:09
Message: Sophos AutoUpdate could not continue due to a missing or wrong item of information in the config file
Module: SophosUpdate
Process ID: 4156
Thread ID: 2716

2015-07-03T17:29:19.829Z _  652_ INFO  AdapterLogger::Information SAUAdapter - SAU ReportError_113_: ERROR: Could not find a source for updated packages

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0 klaatu_01 over 9 years ago

Same here. Very similar to:
https://community.sophos.com/products/unified-threat-management/astaroorg/f/81/t/65303

Sophos may have to fix our issue individually.
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0 Jay_d over 9 years ago

Same issue. Link below is what I found in the auto update config files. 404

sophos:http://d3.sophosupd.com/update/catalogue/sdds.utm_91_ug2.xml
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0 coops5767 over 9 years ago in reply to klaatu_01

Same here. Very similar to:
https://www.astaro.org/closed-forums-read-only/utm-9-betas/utm-9-2-beta/49839-9-165-open-endpoint-protection-fails-update.html

Sophos may have to fix our issue individually.

I think your right, how do we go about getting someone from sophos to fix? I couldn't find a way to submit a service request being on a home license.
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0 Scott_Klassen over 9 years ago

how do we go about getting someone from sophos to fix? I couldn't find a way to submit a service request being on a home license.
As a home user, you can't. Only paid license users have support. You'll just need to wait until the fix is rolled out to everyone on the backend.

__________________
ACE v8/SCA v9.3

...still have a v5 install disk in a box somewhere.

http://xkcd.com
http://www.tedgoff.com/mb
http://www.projectcartoon.com/cartoon/1
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0 volks over 9 years ago

I'm having the same issue:
ERROR UpdateLogic::HandleNoPolicy Policy is empty. Update cannot continue.

Imagine my frustration, this is on a virtual Lab for their online training. Emailing them hasn't resolved anything. Kind of hard to do the training when the stuff is broke.
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0 klaatu_01 over 9 years ago in reply to volks

My computers are currently NAT'ed behind an Aruba AP. I wonder if that has anything to do with the problem. I have an L3 switch arriving tomorrow, so I can remove the NAT'ing on the Aruba. I will report back
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0 klaatu_01 over 9 years ago

I had this working before the new switch arrived. Uninstalled AV on all computers, disabled endpoint protection and deleted all data in the UTM, then enabled endpoint protection, downloaded the new installer and installed. Which is the same process followed by about 56 gazillion users on this board.
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0 coops5767 over 9 years ago

Mine is working flawlessly now, I have to imagine Sophos did something on their end to fix.

Thanks!
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0 MarkMurphy over 9 years ago

When I try and install a new endpoint I get a failed to connect to internet message even though I know the internet is available. Attached are the screen shots. I have tried this over several days to rule out a temporary server issues on Sophos end. I believe something is wrong with my account. Any suggestions?

Firewall version is 9.313-3
Client is windows 8.1
- Capture1.JPG
- View
- Hide
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0 Scott_Klassen over 9 years ago

If using the Web proxy, check that the connections aren't being blocked. https://www.sophos.com/en-us/support/knowledgebase/119126.aspx

__________________
ACE v8/SCA v9.3

...still have a v5 install disk in a box somewhere.

http://xkcd.com
http://www.tedgoff.com/mb
http://www.projectcartoon.com/cartoon/1
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