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Endpoints Not Updating

DustinWeathers

I am working with Sophos Support to troubleshoot two issues one with web filtering and one with Endpoints not being able to update.

I can ping the update server with no problems:


Pinging sophos-1.hs.llnwd.net [68.142.102.148] with 32 bytes of data:
Reply from 68.142.102.148: bytes=32 time=46ms TTL=57
Reply from 68.142.102.148: bytes=32 time=46ms TTL=57
Reply from 68.142.102.148: bytes=32 time=45ms TTL=57
Reply from 68.142.102.148: bytes=32 time=45ms TTL=57

Ping statistics for 68.142.102.148:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 45ms, Maximum = 46ms, Average = 45ms

However I have constantly been receiving:

Time: 7/13/2016 16:08:21
Message: AutoUpdate finished
Module: SophosUpdate
Process ID: 4200
Thread ID: 6280

Time: 7/13/2016 16:08:21
Message: Downloading phase completed
Module: Update
Process ID: 4200
Thread ID: 6280

Time: 7/13/2016 16:08:21
Message: ERROR: Download of Endpoint Security and Control failed from server Sophos
Module: Update
Process ID: 4200
Thread ID: 6280

Time: 7/13/2016 16:08:20
Message: Downloading product Endpoint Security and Control from server Sophos
Module: Update
Process ID: 4200
Thread ID: 6280

Time: 7/13/2016 16:08:20
Message: *************** Sophos AutoUpdate started ***************
Module: SophosUpdate
Process ID: 4200
Thread ID: 6280

This was also found in the MCSAgent Log

2016-07-06T16:33:47.184Z [ 6876] INFO  AdapterLogger::Information SAUAdapter - SAU ReportError(107): ERROR: Download of ESHSXP failed from server http://dci.sophosupd.com/cloudupdate

Meanwhile this is from the MCSClient Log and is probably apart of the webfiltering issue:

2016-07-12T01:55:01.033Z [ 8760] WARN  HttpServerImpl::GetAutomaticProxies Failed to get the automatic proxy configuration. The error code was 0.

I have checked how the services are running and what they are logged on as, but still no luck in figuring out why this is still the case after a fresh install with both the full and slim packages.

Has anyone had a similar issue and was able to resolve it?



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  • 0

    Have the same issue. No client is updating anymore. From my other Sophos UTM everything works fine.

    I can access the up2date server http://d3.sophosupd.com/ but I get a 404 error if I try to access http://d3.sophosupd.com/update/catalogue/sdds.utm_91_ug2.xml

    I tried to reset my access token and now I am unable to download any new client from my sophos utm admin website.

  • 0 in reply to Weatherlights

    It was before the update.

    My Issue is resolved. I tried using the full installer to deploy Sophos Endpoint Security and Control. After I switched to the thin installer new clients were able to update.

    I dunno if that was the only thing cause I reset my Sophos Id too. But I have this feeling that the full installer is bugged.

  • 0 in reply to Weatherlights

    Interesting, We were troubleshooting the installers on our end as well (Full and Slim). However the issue still exists for myself. I will install it on a machine. 24 hours later the machine comes up as being non compliant in the utm and then it will not connect to the server to update. There also have been issues with uninstalling where files in the web intelligence folder under program data have been refusing to be removed at reboot, so i do not think a flag is being properly applied to them to be removed.

  • 0 in reply to DustinWeathers

    From another thread it became apparent that this utm patch has an issue with mtu that makes some sites unreachable.

    Try setting the mtu for each interface from the command line. It worked for me. Does not survive a reboot though. Hope it helps.

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