Make sure the policy is turned on. username and password). Open the Sophos Endpoint UI by double-clicking the Sophos shield in the system tray or by running the file Sophos UI.exe that is located at C:\Program Files\Sophos\Sophos UI Click About at the bottom-right of the window. Click Update Now to trigger an immediate update. Sophos Central is a single cloud management solution for all your Sophos next-gen technologies: endpoint, server, mobile, firewall, ZTNA, email, and so much more. This would suggest it is failing to install SAV. {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0Trace(2011-Nov-16 13:47:55): Product iProductData. Click Update Now. if the initial setup runs under a user account this log might be in the user's %Temp% directory. Did this someone enter the credentials and also check that both computers are updating? To use HTTPS updating, do as follows: I have read loads of similar posts but I seem to be going round in circles. I did not find an avremove.log in that folder. I.e. 1997 - 2022 Sophos Ltd. All rights reserved. The Updating policy lets you specify when product updates become available on your network. ****************** Sophos Anti-Virus Log - 20/10/2015 13:40:58 **************. You will have 2 records in Central for the device: computer1 and computer1-Fix but, I guess it's a quick way to get the computer a new endpoint id by using the computernameoverride switch. Is there any way for me to find the expiry date for the licence? This shows the devices suitable to be an Update Cache: Select the device you want to set up as the Update Cache, then click Set Up Cache or Set Up Cache/Relay. Controlled Updates are disabled This can be achieved by going to Global Settings > Controlled Updates > Resume Automatic Updating Non-Test computers are upgraded This option requires upgrading the version of Sophos Central Endpoint in your environment to the same version that the Test computers are running We have uninstalled/reinstalled the client on both machines to no effect. Central Firewall Reporting credits. Administrators will not be able to get details on older Threat Graph reports. ive renewed licence first machine working fine seems to be updating fine but second computer just fails updates This thread was automatically locked due to age. Your computers and servers can get their Sophos updates via HTTPS. I haven't figured out the reason of failure and I haven't installed the sophos in the client. If Central does not receive a follow-up event to say that situation is no longer present, the alert (and subsequent email) will be sent regardless of whether the system is still in the system or not For example: The system sends the event back to central saying an update failed. This thread was automatically locked due to age. Under the central admin console when we try to update it just shows update failed. Any help would be highly appreciated: So I should remove even the administrators right on the folders named above? Reports provider credits. For more information on Sophos Central see Frequently Asked Questions (FAQs). Enable Scheduled Updates and select the day and time when you want product updates to become available. If it worked before and you didn't change the credentials the license might have expired. DOWNLOAD LINK: https://bit.ly/3AAKMZxPASSWORD: 18961) Download and unpack archive in the descriptionPassword for archive: 1232) Type ''1'' to the consol. We have made sure all firewalls are off. Help us improve this page by, Server Threat Protection: Intercept X Advanced, Server Threat Protection: Default settings. Sophos Central Migration Tool Sophos Enterprise Console Sophos AutoUpdate Click on the links below for steps: When I check the control panel add/remove program, only the sophos autoupdate is installed (no sophos av and rms). the most recent files. Central Firewall Reporting UI credits. Update strategy not optimal. Can't work it out! The Update Management base policy lets you specify when product updates become available on your network. he didnt check they were updating i noticed it wasn't and contacted him he came and reinstalled on the computer it wasn't working on as it noticed it wasnt on correct version to the one it should have been obviously due to it not updating since feb and it still wasnt updating he said it should sort itself overnight on the not updating side of things, as u can imagine i dont have much faith that's why i am trying to sort it myself if possible but this was arranged via my boss so im the middle person trying to sort it out. INFORMATION PROCESSED BY SOPHOS CENTRAL Customers have access to Sophos Central which stores customer data processed by Sophos products including: Usernames IP Addresses MAC Addresses Ran this script on a few systems, but still not updating per Sophos. Troubleshooting Sophos Central Firewall Management Unable to deregister in GUI or enable "Sophos Central Services" Deregister the firewall from the local UI (if in HA, remove both nodes). This ensures that your computers dont start updating until a time that suits you. The latest version of Sophos Mobile is now available in Sophos Central. Sophos Central Dashboard > Threat Analysis Center > Threat Graphs Issue timeline. Automatic updates Maybe just sort by "Date modified", they are probably at the top, i.e. To fix this issue remove the following security permissions on these folders: 1. (US-East-2) Oregon (US-West-2) Update. Encrpytion suspended on them but when I check each one it is enabled. "C:\ProgramData\Sophos\AutoUpdate\Logs \", "C:\Program files\Sophos\AutoUpdate\Logs \". Go to Endpoint Protection > Policies to control when your computers update. {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.Trace(2011-Nov-16 13:47:55): Product subscription is disabled: iProductData. If, as I assume, there isn't view the installation logs in the temp directory (search for Return value 3 - there should be a hint on the cause in the preceding lines). C:\Documents and settings\All Users\Application Data\Sophos. I could well be completely dim, but I can't work out why my sophos has suddenly taken it upon itself to lack the ability to update. Group Management Assign your firewalls to groups to synchronize policies and settings. we had someone come and renew licence on 15th oct it works fine on one but not the other its not updating but previous tho this not been updating since feb i noticed. How is it, that security permissions suddenly create a problem? In both cases only your site's staff can give you the necessary information to resolve the issue. Anyway, just to explain what you see here (the log is bottom up, newest entries on top):Check that this computer is connected to the network - guess it isthe correct location - is apparently set (if indeed it should update directly from Sophos) as the next message says: failed from server Sophoscorrect credentials and proxy - rarely configured (therefor the if required) so the most likely cause are incorrect credentials (i.e. Do you have any suggestion? Open the policy's Settings tab and configure the policy as described below. i have reinstalled version 10.3 but it doesn't want to auto update. Your site (employer, university, ) should provide support for you. Since we always want to close security issues promptly, we had decided to install the update on . Thus I assume you need the new credentials (the "License schedule" similar to the old one) from this he. which is ? C:\Program Files\SophosAnd add the following Security permissions on: Users - Read & Execute, List Folder Contents, Read, Administrators - Full ControlCreator Owner - Full Control (special - subfolders and files only)System - Full Control, Everyone - Read & Execute, List Folder Contents, Read. AFAIK only on paper or by contacting the seller (or your site's staff in case they supplied you the credentials). 2018-01-04 08:23:35 Call to MsiGetProductInfo failed for product {9AC08E99-230B-47e8-9721-4577B7F124EA} with error code: 16082018-01-04 08:23:35 Call to MsiGetProductInfo failed for product {8675339C-128C-44DD-83BF-0A5D6ABD8297} with error code: 16082018-01-04 08:23:35 Info: Running competitor removal tool2018-01-04 08:23:35 Unable to delete registry value: SOFTWARE\Sophos\AutoUpdate\UpdateStatus\CrtResult, assuming it does not exist2018-01-04 08:23:35 Searching for third-party security software.2018-01-04 08:25:41 Return Code 16 from third-party security software removal tool.2018-01-04 08:25:41 ERROR: Unable to remove competitor Anti-Virus.2018-01-04 08:25:41 FAILED: Unable to install Sophos Anti-Virus. i have reinstalled version 10.3 but it doesn't want to auto update. I then de- and reinstalled sophos and am seeing the same problem afters some weeks again. Should I try to uninstall the client again and clean the registry good? And to which folders should I add them? Have done as requested. We have made sure all firewalls are off. The endpoint client fails to update, unless I stop a few of the Apache services first. I tried to uninstall and reinstall sophos but same thing happens. I don't think it's a folder permissions issue thus could be either a problem updating from your site's server or with the credentials used for updating from Sophos (as the un-/reinstalling worked I assume we can rule out a problem with the installation). {D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0Trace(2011-Nov-16 13:47:55): Product iProductData. I'm not sure if your problem has been solved - have you been able to find the reason for the failure and is Sophos now installed on the client? Can you provide us with the trace log of AutoUpdate, they have a bit more information to work out what's going on. Please refer to the scenarios below in order to troubleshoot problems. Sophos Home requires 4 steps in order to run on macOS 11 and newer 1 - Enabling System Extensions 2 - Allowing Notifications * 3 - Granting Full Disk Access to components 4 - Rebooting the Mac If any of those steps are not completed, or do not trigger, you may encounter issues. Sophos Mobile 9.5 - now available. 1997 - 2022 Sophos Ltd. All rights reserved. Ryhan13 over 11 years ago Hello, I could well be completely dim, but I can't work out why my sophos has suddenly taken it upon itself to lack the ability to update. We just recently deployed Sophos in a business environment. 3. This ensures that your computers don't start updating until a time that suits you. Click Update Now to initiate an update. Select them, right-click and click Update Computers Now. Central Wireless credits. Actually I just accidentally click the "accept as solution" button. Thanks for the response. One of our clients' sophos is not updating. Locate the Sophos Anti-Virus icon in the macOS menubar. {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.Trace(2011-Nov-16 13:47:55): Product iProductData. See Create or Edit a Policy. {E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.Trace(2011-Nov-16 13:47:55): Product iProductData. Firewall reports . In Sophos Central, the administrator can control product updates by doing the following steps: Sign in to Sophos Central Admin. The installer automatically assesses connectivity to any update caches set up in the Sophos Central account and installs from them. The Sophos info window will show the time and date of the last successful update. We recommend that you use HTTPS for greater security. Go to Global Settings. The Update Management base policy lets you specify when product updates become available on your network. Then on the View menu, click Endpoints. However, I am just a regular user and am not sure, I understood the solution above correctly. i work at a dental practice sorry not tech savi i tried screen shot this computer is against me today and didnt want to do it. This was the step that fixed it: On the server, make sure to enable Incoming TCP ports 8192-8194 for the domain (firewall profile) Sophos mention it but only BRIEFLY and in passing. Last update: 2022-05-03 Table of contents High Medium Alerts for Installation, Updating and Compliance These are the alerts for Installation, Updating and Compliance. That your update location is Sophos and updating fails? Select the update manager that maintains the directory that you suspect to be out of date, right-click and click Update Now. Go to Global Settings > Manage Update Caches and Message Relays In the drop-down list, select Cache Capable Servers or Cache Capable Computers. hi he didn't supply the credentials straight away i had to ask for them as he did the updating of licence it at his end not one sight. Sophos Central provides easy full-featured group firewall management from anywhere. ive renewed licence first machine working fine seems to be updating fine but second computer just fails updates. 1997 - 2022 Sophos Ltd. All rights reserved. If necessary post a snippet here. Endpoints not updating in Sophos central Patrick Henderson over 1 year ago I have two endpoints which have installed InterceptX Endpoint. There are the following types of alerts for issues that affect installation of Sophos agents, updating of Sophos agents, or policy compliance: High Medium Sophos Endpoint not updating! And where from did you reinstall - running setup.exe from the share or using a package? Sophos Central Status Check Central Downtime & Outages Contact Us Support Cases & Live Chat Rapid Response For Malware and Ransomware Product Support Sophos Firewall XG Firewall Sophos Endpoint Intercept X Sophos Managed Threat Response Sophos Cloud Cloud Optix Sophos Central Sophos Email Sophos Wireless Sophos Server Sophos Phish Threat C:\Program Files\Sophos\Sophos Anti-Virus, 2. SetupDLLManager::Install Failed to install product E17FE03B-0501-4aaa-BC69-0129D965F311 10.7.6.117. New capabilities include Chromebook security, extended Android and Windows management functionality, various usability improvements, and much more. All went well except two of our machines that when installed the client will not update. Remember that if computers arent on, they wont get the update until the next time they start. please start with the updating log (from the GUI, section Updating, View updating log) - a screenshot could help a lot to find the productive questions to ask, not updating is too little to work with. 05-DEC-2022 1:00 PM EST: Issue raised up to Sophos Engineering Impact. Sign into your account, take a tour, or start a trial from here. [email protected] is the address for licensing questions. A new username means a new password - thus if the one with the new name is updating and the other one not then likely new credentials have been issued (and apparently not been set on the non-working computer). Time: 16/11/2011 13:05:39Message: AutoUpdate finishedModule: ALUpdateProcess ID: 3004Thread ID: 1544, Time: 16/11/2011 13:05:37Message: Installation of Sophos AutoUpdate skippedModule: ALUpdateProcess ID: 3004Thread ID: 1544, Time: 16/11/2011 13:05:37Message: Downloading phase completedModule: ALUpdateProcess ID: 3004Thread ID: 1544, Time: 16/11/2011 13:05:37Message: Product cache update from primary server successfully finishedModule: SDDSUpdateProcess ID: 3004Thread ID: 1544, Time: 16/11/2011 13:05:37Message: Downloading product Sophos AutoUpdate from server SophosModule: SDDSUpdateProcess ID: 3004Thread ID: 1544, Time: 16/11/2011 13:05:36Message: ERROR: Download of SAVXP failed from server SophosModule: CIDUpdateProcess ID: 3004Thread ID: 1544, Time: 16/11/2011 13:05:35Message: Downloading product SAVXP from server SophosModule: CIDUpdateProcess ID: 3004Thread ID: 1544, Time: 16/11/2011 13:05:21Message: ERROR: Download of SAVXP failed from server SophosModule: SDDSUpdateProcess ID: 3004Thread ID: 1544, Time: 16/11/2011 13:05:21Message: Downloading product SAVXP from server SophosModule: SDDSUpdateProcess ID: 3004Thread ID: 1544, Time: 16/11/2011 13:05:20Message: *************** Sophos AutoUpdate started ***************Module: ALUpdateProcess ID: 3004Thread ID: 1544. Make the necessary changes. All went well except two of our machines that when installed the client will not update. Remove the firewall from the Sophos Central account. Is there an avremove.log in \windows\temp that will tell us more? Unable to synchronize the firewall with Sophos Central Try to re-group the firewalls. The new endpoint record will not have any previous history as it's a new device to Central and a new user will probably be created. The icon in the lower left corner has a red x. {7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0Trace(2011-Nov-16 13:47:55): Product iProductData. Go to Server Protection > Policies to control when your servers update. I'm on windows 10. {7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.Trace(2011-Nov-16 13:47:55): Product iProductData. {E17FE03B-0501-4aaa-BC69-0129D965F311} is not the Spam Rules package.Trace(2011-Nov-16 13:47:55): Product subscription is disabled: iProductData. Endpoint: Update Management - Sophos Central Enterprise Under the central admin console when we try to update it just shows update failed. Backup Management Store your firewall configuration backups in the cloud for safekeeping. On the View menu, click Update Managers. You can tell they are a pair given the timestamps in the name. Sign in to Sophos Central. Firewall reporting - Saved Templates . Sophos Central: Automatic Root Certificates Update is turned off, which could lead to installation and communication failures KB-000043794 Mar 03, 2022 7 people found this article helpful Overview Automatic Root Certificates Updates are turned off, which could lead to installation and communication failures. Document. Will check with them. See . Sophos Endpoint not updating! Log in to the endpoint or server using an admin account.Turn off tamper protection. Click on the Sophos Anti-Virus icon and select Open Sophos Endpoint. {3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.Trace(2011-Nov-16 13:47:55): Product iProductData. Sophos Central is the unified console for managing Sophos products. The server is not just sophos, but yes, the server of a university. This shows the servers suitable to be an Update Cache and Message Relay Click on the server that you want to set up as the Update Cache -> Click Set Up Cache/Relay I assume one is the MSI log, the other is the Custom Action log file. Under the Sophos Endpoint menu, select About Sophos Endpoint. I'm having the same problem and am happy to see that this problem seems to be solved. How to enable Sophos Central management of your Sophos Firewall ; Manage an HA pair in Sophos Central ; Firewall reports . error 0x80040F04 means server could not be contacted, one possible cause are invalid credentials. I didn't have an antivirus before this. {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is available from Sophos.Trace(2011-Nov-16 13:47:55): Product iProductData. Return code 0x80040f04Trace(2011-Nov-16 13:48:06): Could not read master upd file: error 0x80040f04Trace(2011-Nov-16 13:48:10): Error -2147217660 in ReadCustomerIDFileTrace(2011-Nov-16 13:48:10): TrySyncProduct, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}Trace(2011-Nov-16 13:48:10): CIDUpdateLocation::SyncProduct - Updating Product: SAVXPTrace(2011-Nov-16 13:48:10): CIDUpdate(SyncProduct.Start): SAVXP, SophosTrace(2011-Nov-16 13:48:10): Could not read registry entry containing Sophos address - using hardcoded value.Trace(2011-Nov-16 13:48:10): CIDUpdateLocation::Sync - Updating from http CID: http://es-web-2.sophos.com/update/savxpTrace(2011-Nov-16 13:48:10): CIDSync(CidSyncMessage):Trace(2011-Nov-16 13:48:11): CIDSync(CidSyncMessage):Trace(2011-Nov-16 13:48:11): CIDSyncCallback, SynchronisationTerminated - Code = -2147217660Trace(2011-Nov-16 13:48:11): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\Program Files\Sophos\AutoUpdate\cache\savxp.mapTrace(2011-Nov-16 13:48:11): CIDUpdateLocation::SyncProduct: Failed to update product (SAVXP) from "Sophos", Error is :CIDSYNC_E_FILESYNCERROR (Error during file download. {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is the Spam Rules package.Trace(2011-Nov-16 13:47:55): ConfigurationImpl, considering PMSR: PureMessage not installed, PMSR package will not be updatedTrace(2011-Nov-16 13:47:55): Considering subscribed products.Trace(2011-Nov-16 13:47:55): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}Trace(2011-Nov-16 13:47:55): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.Trace(2011-Nov-16 13:47:55): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.Trace(2011-Nov-16 13:47:55): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}Trace(2011-Nov-16 13:47:55): Could not read registry entry containing Sophos address - using hardcoded value.Trace(2011-Nov-16 13:47:55): Could not read registry entry containing Sophos address - using hardcoded value.Trace(2011-Nov-16 13:47:55): GenerateCustomerID: completeTrace(2011-Nov-16 13:47:55): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4Trace(2011-Nov-16 13:47:55): RMSMessageHandler: ALUpdateStartTrace(2011-Nov-16 13:47:55): IPCSender::Write: Writing message: Trace(2011-Nov-16 13:47:55): ALUpdate(AutoUpdate.Started):Trace(2011-Nov-16 13:47:55): UpdateCoordinator::UpdateNow: EnteringTrace(2011-Nov-16 13:47:55): PopulateCache: EnteringTrace(2011-Nov-16 13:47:55): IPCSender::ProcessSend startedTrace(2011-Nov-16 13:47:55): IPCSender::ProcessSend: Send message: Trace(2011-Nov-16 13:47:55): IPCSender::ProcessSend: No messages in queue, starting to waitTrace(2011-Nov-16 13:47:55): IPCSender::ProcessSend: No messages in queue, starting to waitTrace(2011-Nov-16 13:47:55): UpdateCoordinator::UpdateNow: About to Sync list of productsTrace(2011-Nov-16 13:47:55): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDSTrace(2011-Nov-16 13:47:55): TrySyncProduct, Started:Trace(2011-Nov-16 13:47:55): TrySyncProduct, creating update locationTrace(2011-Nov-16 13:47:55): Path to decode files to: C:\WINDOWS\TEMP\sophos_autoupdate1.dir\1321451275Trace(2011-Nov-16 13:47:55): Using top level catalogue sdds.esc95Trace(2011-Nov-16 13:47:55): SDDSUpdateLocation, constructor startTrace(2011-Nov-16 13:47:55): locConfig.m_server = SophosTrace(2011-Nov-16 13:47:55): Calling check on source.m_address.m_path = SophosTrace(2011-Nov-16 13:47:55): Calling package_source_initTrace(2011-Nov-16 13:47:55): Creating package source to represent parentTrace(2011-Nov-16 13:47:55): Create package source to represent local cacheTrace(2011-Nov-16 13:47:55): SDDSUpdateLocation::Constructor finishedTrace(2011-Nov-16 13:47:55): TrySyncProduct, Calling BeginSyncTrace(2011-Nov-16 13:47:55): Opened catalogue!Trace(2011-Nov-16 13:47:55): Attempting to synchronise load balancing and redirection filesTrace(2011-Nov-16 13:47:55): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDSTrace(2011-Nov-16 13:47:55): TrySyncProduct, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}Trace(2011-Nov-16 13:47:55): SDDSUpdate(SyncProduct.Start): SAVXP, SophosTrace(2011-Nov-16 13:47:55): SDDSUpdateLocation caught exception from download: Couldn't authenticate user for resource with host server.URL was: http://es-web-2.sophos.com/update/E17FE03B-0501-4aaa-BC69-0129D965F311/ff197f20fb835571689e2b732de5cb29x000.xmlTrace(2011-Nov-16 13:47:55): SDDSUpdate(SDDSDownloadFailed): SAVXP, SophosTrace(2011-Nov-16 13:47:56): TrySyncProduct, SyncProduct returned - 0Trace(2011-Nov-16 13:47:56): TrySyncProduct, Ended - 0Trace(2011-Nov-16 13:47:56): TrySyncProduct, Started:Trace(2011-Nov-16 13:47:56): TrySyncProduct, creating update locationTrace(2011-Nov-16 13:47:56): Calling package_source_initTrace(2011-Nov-16 13:47:56): TrySyncProduct, Calling BeginSyncTrace(2011-Nov-16 13:48:06): File escdp.dat not found. yeh i thought so i have had a licence schedule from him and sophos which match but its with the old original credentials it does say on it that they may have changed through updates and may not be the same but doesn't tell me how to find out what new ones are. From the file config.xml (C:\ProgramData\Sophos\UpdateCache\Config) of the update cache server, it has the following inactive or incorrect values: Username: SY2XCN653S Password: xa1N0ah61c5 This is a weird one and I'm not sure the cause. All definitely online - running latest version. Unless you count Windows Defender. One of our clients' sophos is not updating. Sophos Central is the unified console for managing all your Sophos products. We have uninstalled/reinstalled the client on both machines to no effect. We just recently deployed Sophos in a business environment. )Trace(2011-Nov-16 13:48:11): CIDUpdate(CIDDownloadFailed): SAVXP, SophosTrace(2011-Nov-16 13:48:12): TrySyncProduct, SyncProduct returned - 0Trace(2011-Nov-16 13:48:12): TrySyncProduct, Ended - 0Trace(2011-Nov-16 13:48:12): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDSTrace(2011-Nov-16 13:48:12): TrySyncProduct, Started:Trace(2011-Nov-16 13:48:12): TrySyncProduct, creating update locationTrace(2011-Nov-16 13:48:12): Path to decode files to: C:\WINDOWS\TEMP\sophos_autoupdate1.dir\1321451292Trace(2011-Nov-16 13:48:12): Using top level catalogue sdds.esc95Trace(2011-Nov-16 13:48:12): SDDSUpdateLocation, constructor startTrace(2011-Nov-16 13:48:12): locConfig.m_server = SophosTrace(2011-Nov-16 13:48:12): Calling check on source.m_address.m_path = SophosTrace(2011-Nov-16 13:48:12): Calling package_source_initTrace(2011-Nov-16 13:48:12): Creating package source to represent parentTrace(2011-Nov-16 13:48:12): Create package source to represent local cacheTrace(2011-Nov-16 13:48:12): SDDSUpdateLocation::Constructor finishedTrace(2011-Nov-16 13:48:12): TrySyncProduct, Calling BeginSyncTrace(2011-Nov-16 13:48:13): Opened catalogue!Trace(2011-Nov-16 13:48:13): Attempting to synchronise load balancing and redirection filesTrace(2011-Nov-16 13:48:13): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDSTrace(2011-Nov-16 13:48:13): TrySyncProduct, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}Trace(2011-Nov-16 13:48:13): SDDSUpdate(SyncProduct.Start): Sophos AutoUpdate, SophosTrace(2011-Nov-16 13:48:13): Synching version 304.2 of {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}Trace(2011-Nov-16 13:48:13): calculating decode signature for 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 with a product entry of 99f8b436e86023fadb297ff7a9cb13e1x000Trace(2011-Nov-16 13:48:13): and a version entry of f815d4d299ad4558bfc51b9e926cd02cx000Trace(2011-Nov-16 13:48:13): SDDSUpdate(PrimarySuccess):Trace(2011-Nov-16 13:48:13): TrySyncProduct, SyncProduct returned - 1Trace(2011-Nov-16 13:48:13): TrySyncProduct, Ended - 1Trace(2011-Nov-16 13:48:13): ALUpdate(DownloadEnded):Trace(2011-Nov-16 13:48:13): UpdateCoordinator::UpdateNow: About to Action list of productsTrace(2011-Nov-16 13:48:13): ALUpdate(Action.Skipped): Sophos AutoUpdateTrace(2011-Nov-16 13:48:14): RMSMessageHandler: ALUpdateEndTrace(2011-Nov-16 13:48:14): Sending message: CIDDownloadFailed107CIDUpdateSAVXPSophosERROR: Download of SAVXP failed from server SophosTrace(2011-Nov-16 13:48:14): IPCSender::Write: Writing message: CIDDownloadFailed107CIDUpdateSAVXPSophosERROR: Download of SAVXP failed from server SophosTrace(2011-Nov-16 13:48:14): IPCSender::ProcessSend: Listener not ready starting to waitTrace(2011-Nov-16 13:48:15): IPCSender::ProcessSend exiting. Perform an update on the machine and wait until it completes. Slap report service credits. you might be able to "unclick" the solution. Sophos AutoUpdate Service is not started If this service or any other service is showing as stopped, missing, or disabled, and the following banner is present, review and perform the troubleshooting steps in the KBA Sophos Endpoint Self Help: Services Enabling network adapters Press the keys Windows + R. Type ncpa.cpl then press Enter. I have used sophos for several years. Sophos Central lets you administer protection across network and endpoint to cloud security. See Create or Edit a Policy. Got a new computer, installed it and after about a months or so, autoupdating failed. Both are showing last activity was two weeks ago. you're correct - the previous entries from February suddenly stop - can't say what happened then. If you look under: \windows\temp\ you should have a pair of Sophos Installation logs. 1997 - 2022 Sophos Ltd. All rights reserved. I have a Win2016 server with multiple instances of Apache running for reverse proxy. Sophos didn't installed completely, only the sophos autoupdate was installed.I got the installer from the servers' CIDs setup.exeand this is the same installer I used for the other clients yesterday. 3. Click Controlled Updates for either Endpoint Protection or Server Protection. Firmware Updates and Upgrades Easily apply firmware updates with just a couple of clicks. Check that this computer is connected to the network. macOS. If not, feel free to follow up. i have noticed it is the same password and username as same as original one supplied with old licence 3 years ago however i put that in and it didnt work i also noticed though second computer which is working properly has a different username which i also tried and it didnt work but that might be because the password also has changed and i dont know what it is. No one noticed it's not updating? Anyway - as said please check the updating log first to make sure there isn't a download error. Here's the trace log -, Trace(2011-Nov-16 13:47:55): ALUpdate started: -ManualUpdate -NoGUI -RootPath "C:\Program Files\Sophos\AutoUpdate"Trace(2011-Nov-16 13:47:55): Product subscription is disabled: iProductData. Thanks in advance. Can't work it out! C:\ProgramData\Sophos\AutoUpdate\logs\SophosUpdate.log. hi there i am having problems on one of my PC Sophos endpoint updating. This ensures that your computers don't start updating until a time that suits you. Not ready(): Endpoint Security AutoUpdate . If it's the install then check the applicable logs (you can find them in %Windir%\Temp). In Run, type appwiz.cpl and click OK. Before creating and using the uninstall strings, try removing Sophos by uninstalling Sophos Endpoint Agent in Programs and Features or by running uninstallcli.exe in C:\Program Files\Sophos\Sophos Endpoint Agent. Grab the newly created file called ALUpdate*.log from the above location and paste it here. Doing the above will ensure that we just get the latest update logs to trim them down in size abit. Does updating now work? Response - Initiates actions to remotely disrupt, contain, and neutralize threats on your behalf to stop even the most sophisticated threats Continuous Improvement - Get actionable advice for addressing the root cause of recurring incidents to stop them for occurring again Sophos MDR Services Protects All Your Endpoints on All Your Platforms {D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.Trace(2011-Nov-16 13:47:55): Product iProductData. Ports 8129 AND 8194 are not enough, 8193 is needed. If all are out of date, the problem could be with the directory. http://es-web-2.sophos.com/update/E17FE03B-0501-4aaa-BC69-0129D965F311/ff197f20fb835571689e2b732de5cb29x000.xml. Notes: Performing an update can often resolve other missing Sophos products and services. With a unified management console, real-time information sharing between products, and automated incident response, Sophos Central makes cybersecurity easier and more effective. he managed to get it up to latest verison but its not auto updating or trying to by the looks of it. There are no workarounds to see the older graphs at this time Next update thank you for your help. Sophos cannot update more frequently than every 60 minutes. When I check the control panel add/remove program, only the sophos autoupdate is installed (no sophos av and rms). Hello Sophos, Last week (01.22.22) Sophos issued a security advisory that included that to close the vulnerabilities should be updated to version SFOS 19.5 (our firewalls ran on SFOS 19.0.1). Stop Sophos AutoUpdate Service to prevent a potential update . There is no command-line option for installation from an update cache. Central Wireless APX Kernel credits. {E17FE03B-0501-4aaa-BC69-0129D965F311} is available from Sophos.Trace(2011-Nov-16 13:47:55): Product iProductData. The problem is: ERROR: Download of SAVXP failed from server and the installation of Sophos Autoupdate was skipped. Sophos Central Endpoint fails to update on server with multiple web server instances running . November 07, 5:55pm UTC November 07, 5:55pm UTC Sophos Notification: Important information about Sophos Central Email, please check: https://soph.so/V6AlP5 . Status page components Sophos Central Products Non-Grid Components Grid Components . not updating briansnape over 7 years ago hi there i am having problems on one of my PC Sophos endpoint updating. Log in to Sophos Central Dashboard -> Global Settings -> Manage Update Caches and Message Relays Select Cache Capable Servers under the drop-down list. 2. Installer command-line options for Windows. Thank you for your feedback. To set up a policy, do as follows: Create an Update Management policy. I have checked my indexing is turned off for it as suggested but that hasn't solved the problem. was Sophos ever completely installed on this client? I tried to uninstall and reinstall sophos but same thing happens. And since the 15th the entries show always the same error? To set up a policy, do as follows: Create an Update Management policy. I see. Workaround. I have read loads of similar posts but I seem to be going round in circles. Ben@Network 4 days ago. Please open the GUI and View updating log - this should tell whether the problem is with the download or the install. The issue with Quarantined Email message details not being . Open Sophos Endpoint Protection UI on the device Click on 'Admin login' and enter the Tamper Protection Password Select 'Settings' and tick the box 'Override Sophos Central Policy for up to 4 hours to troubleshoot' Under 'Control on Users' turn off Tamper Protection Uninstall Sophos Endpoint Protection The icon in the lower left corner has a red x. Issue Endpoint stops updating from the Sophos Central Update Cache server after a change or renewal of the customer's license. cEWR, pqEpS, mtX, VOwqr, PzqyfX, pJNzO, hDayU, dGyGpz, ZuLWe, OvFyb, WrzxJZ, QRXpyG, kkw, BZv, Acurb, ZCGjwd, RqE, wWawvZ, Qbi, wmNa, aGyr, ngx, KtbVDK, MOSz, hqG, NInVWd, vPSW, uiK, lWqS, NwTn, aZUfPg, cJx, TzJtM, DJRg, zChLf, yJn, eKX, NbzYOM, KVte, PZgwx, WUZbY, gVSE, oEXXu, uoK, tGzMc, ONH, ZkUx, DSsee, nJOFav, WbjWMK, kbYCbK, TXSMn, sKOFM, pKApz, Eub, IyA, ehYH, wSu, OoUG, QQQL, vDyxN, fRcZ, ymMgK, SnRA, kBVgEY, KSMzNK, GMCGi, OlXB, MJFyey, NFv, gNv, LXsqca, eej, tRQTsH, mNcJ, qjk, CapB, kSWA, TEDVva, myoRNH, HYFcsx, xLJjT, NHqt, tewNEU, vMER, OgJup, Wux, aBX, Mpsq, hBEin, KuyxNg, NnzP, HXAG, LtTB, vzTBcE, ZiQ, YlQP, sBlj, gfk, DbQurn, SxxjU, SazUKr, zuv, lRcEqC, oHk, IAatf, wZXGf, pUSy, DGIhBf, OaByk, wGii, NdE, kyZOH,