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Office 365 updates failing

Edward Hartshorn

Hi,

I have a web appliance acting as a proxy and for the most part it works as expected. We are currently experiencing an issue where office365 will install successfully, register successfully, license successfully but then fail in regards to updating.

It can identify that updates are available and you can tell it to install them, you then get the standard downloading updates box. It will sit there with nothing but the progress bar for about twenty minutes and then eventually turns up an error (error code 30180-28 (something went wrong - we were unable to download office). If I get the same machine to bypass the web appliance and have no proxy it works and updates fine, so it's definitely the web appliance somehow struggling with the update procedure. 

I've tried adding a load of sites into the trusted site lists and adding certificates for most of the MS sites that it looks to be calling, but it still seems to fail. Anyone had any success getting this working or any ideas on how to get it working!?

Cheers.



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  • Hi Edward,

    the normal process for digging into this may require live monitoring.. if you export the logs to a syslog server you should be able to see every request.. the fields you care about ar rsn act= a full description of the log can be found here: swa.sophos.com/.../InterpretingLogFiles.html

     

    generally tho,

     

    double check your authentication and deployment policy against my kbs :

    https://community.sophos.com/kb/en-us/126692

    https://community.sophos.com/kb/en-us/126599

     

    if your in explicit proxy .. make sure  you do you have the check box "authenticate every request" enabled.

     

    in general there should be no reason ms products wont work, i have seen all sorts or weird stuff like ms back end servers with 0 ssl certs or applications making requests to dead links..

     

    if your still having issues, open a support case when you have time to live monitor.

  • in reply to Red_Warrior

    Thanks Red_Warrior.

     

    I've pumped all the logs out for this machine and looked for anything that has the users IP - and everything comes back as act=1 and no rsn=-. So in my mind everything is saying its successfully passing through. However it still fails.

     

    At present we do not have any authentication enabled and all rules and everything are managed by IP. 

     

    It definitely is something sophos web appliance related. I've got the same machine and bypassed the web appliance and it's worked first time. So the sophos appliance is obviously doing something with the updates but I can't see anything in the logs to suggest anything but a legit passing through traffic!

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  • in reply to Red_Warrior

    Thanks Red_Warrior.

     

    I've pumped all the logs out for this machine and looked for anything that has the users IP - and everything comes back as act=1 and no rsn=-. So in my mind everything is saying its successfully passing through. However it still fails.

     

    At present we do not have any authentication enabled and all rules and everything are managed by IP. 

     

    It definitely is something sophos web appliance related. I've got the same machine and bypassed the web appliance and it's worked first time. So the sophos appliance is obviously doing something with the updates but I can't see anything in the logs to suggest anything but a legit passing through traffic!

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