1997 - 2022 Sophos Ltd. All rights reserved. Sophos Endpoint not updating! Remember that if computers arent on, they wont get the update until the next time they start. Sign into your account, take a tour, or start a trial from here. Installer command-line options for Windows. Under the central admin console when we try to update it just shows update failed. 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. ive renewed licence first machine working fine seems to be updating fine but second computer just fails updates. This is a weird one and I'm not sure the cause. How is it, that security permissions suddenly create a problem? 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. Log in to Sophos Central Dashboard -> Global Settings -> Manage Update Caches and Message Relays Select Cache Capable Servers under the drop-down list. We have made sure all firewalls are off. I haven't figured out the reason of failure and I haven't installed the sophos in the client. 2. Select them, right-click and click Update Computers Now. Got a new computer, installed it and after about a months or so, autoupdating failed. Slap report service credits. 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. 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. not updating briansnape over 7 years ago hi there i am having problems on one of my PC Sophos endpoint updating. Thanks in advance. Enable Scheduled Updates and select the day and time when you want product updates to become available. 3. C:\ProgramData\Sophos\AutoUpdate\logs\SophosUpdate.log. How to enable Sophos Central management of your Sophos Firewall ; Manage an HA pair in Sophos Central ; Firewall reports . [email protected] is the address for licensing questions. Thus I assume you need the new credentials (the "License schedule" similar to the old one) from this he. i have reinstalled version 10.3 but it doesn't want to auto update. We recommend that you use HTTPS for greater security. {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.Trace(2011-Nov-16 13:47:55): Product iProductData. And since the 15th the entries show always the same error? I'm on windows 10. Should I try to uninstall the client again and clean the registry good? 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? Reports provider credits. 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. I tried to uninstall and reinstall sophos but same thing happens. I have used sophos for several years. There are the following types of alerts for issues that affect installation of Sophos agents, updating of Sophos agents, or policy compliance: High Medium To set up a policy, do as follows: Create an Update Management policy. Central Firewall Reporting UI credits. Sophos Central is the unified console for managing all your Sophos products. No one noticed it's not updating? 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. you're correct - the previous entries from February suddenly stop - can't say what happened then. The latest version of Sophos Mobile is now available in Sophos Central. Click on the Sophos Anti-Virus icon and select Open Sophos Endpoint. If all are out of date, the problem could be with the directory. Have done as requested. Notes: Performing an update can often resolve other missing Sophos products and services. New capabilities include Chromebook security, extended Android and Windows management functionality, various usability improvements, and much more. Make sure the policy is turned on. Go to Server Protection > Policies to control when your servers update. The endpoint client fails to update, unless I stop a few of the Apache services first. Your computers and servers can get their Sophos updates via HTTPS. Anyway - as said please check the updating log first to make sure there isn't a download error. Click Update Now to trigger an immediate update. There are no workarounds to see the older graphs at this time Next update I have read loads of similar posts but I seem to be going round in circles. Endpoints not updating in Sophos central Patrick Henderson over 1 year ago I have two endpoints which have installed InterceptX Endpoint. 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 cannot update more frequently than every 60 minutes. I have a Win2016 server with multiple instances of Apache running for reverse proxy. This ensures that your computers dont start updating until a time that suits you. 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. Your site (employer, university, ) should provide support for you. When I check the control panel add/remove program, only the sophos autoupdate is installed (no sophos av and rms). I see. Perform an update on the machine and wait until it completes. I assume one is the MSI log, the other is the Custom Action log file. {7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.Trace(2011-Nov-16 13:47:55): Product iProductData. I then de- and reinstalled sophos and am seeing the same problem afters some weeks again. Go to Global Settings > Manage Update Caches and Message Relays In the drop-down list, select Cache Capable Servers or Cache Capable Computers. This would suggest it is failing to install SAV. To set up a policy, do as follows: Create an Update Management policy. 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. 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 See . 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 Select the update manager that maintains the directory that you suspect to be out of date, right-click and click Update Now. Click Controlled Updates for either Endpoint Protection or Server Protection. This ensures that your computers don't start updating until a time that suits you. 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). Both are showing last activity was two weeks ago. 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 the most recent files. Actually I just accidentally click the "accept as solution" button. Administrators will not be able to get details on older Threat Graph reports. Log in to the endpoint or server using an admin account.Turn off tamper protection. If it worked before and you didn't change the credentials the license might have expired. 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. 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). hi there i am having problems on one of my PC Sophos endpoint updating. 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. To fix this issue remove the following security permissions on these folders: 1. See Create or Edit a Policy. {E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.Trace(2011-Nov-16 13:47:55): Product iProductData. you might be able to "unclick" the solution. The installer automatically assesses connectivity to any update caches set up in the Sophos Central account and installs from them. 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). Is there an avremove.log in \windows\temp that will tell us more? )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. Help us improve this page by, Server Threat Protection: Intercept X Advanced, Server Threat Protection: Default settings. Encrpytion suspended on them but when I check each one it is enabled. Click Update Now to initiate an update. 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. {E17FE03B-0501-4aaa-BC69-0129D965F311} is not the Spam Rules package.Trace(2011-Nov-16 13:47:55): Product subscription is disabled: iProductData. Remove the firewall from the Sophos Central account. (US-East-2) Oregon (US-West-2) Update. Doing the above will ensure that we just get the latest update logs to trim them down in size abit. ****************** Sophos Anti-Virus Log - 20/10/2015 13:40:58 **************. Automatic updates Not ready(): Endpoint Security AutoUpdate . Ben@Network 4 days ago. However, I am just a regular user and am not sure, I understood the solution above correctly. Grab the newly created file called ALUpdate*.log from the above location and paste it here. macOS. {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is available from Sophos.Trace(2011-Nov-16 13:47:55): Product iProductData. In both cases only your site's staff can give you the necessary information to resolve the issue. Central Wireless credits. That your update location is Sophos and updating fails? thank you for your help. All definitely online - running latest version. 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). Sophos Central lets you administer protection across network and endpoint to cloud security. was Sophos ever completely installed on this client? I didn't have an antivirus before this. {E17FE03B-0501-4aaa-BC69-0129D965F311} is available from Sophos.Trace(2011-Nov-16 13:47:55): Product iProductData. One of our clients' sophos is not updating. 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. Status page components Sophos Central Products Non-Grid Components Grid Components . Sophos Mobile 9.5 - now available. 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. The icon in the lower left corner has a red x. Can you provide us with the trace log of AutoUpdate, they have a bit more information to work out what's going on. 05-DEC-2022 1:00 PM EST: Issue raised up to Sophos Engineering Impact. Make the necessary changes. I.e. The problem is: ERROR: Download of SAVXP failed from server and the installation of Sophos Autoupdate was skipped. Unable to synchronize the firewall with Sophos Central Try to re-group the firewalls. 1997 - 2022 Sophos Ltd. All rights reserved. Backup Management Store your firewall configuration backups in the cloud for safekeeping. Since we always want to close security issues promptly, we had decided to install the update on . 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. For more information on Sophos Central see Frequently Asked Questions (FAQs). We just recently deployed Sophos in a business environment. Central Wireless APX Kernel credits. Ports 8129 AND 8194 are not enough, 8193 is needed. 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. Open the policy's Settings tab and configure the policy as described below. error 0x80040F04 means server could not be contacted, one possible cause are invalid credentials. 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 tried to uninstall and reinstall sophos but same thing happens. {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. 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 Go to Endpoint Protection > Policies to control when your computers update. Sophos Central Dashboard > Threat Analysis Center > Threat Graphs Issue timeline. Document. Ran this script on a few systems, but still not updating per Sophos. Endpoint: Update Management - Sophos Central Enterprise Thank you for your feedback. Locate the Sophos Anti-Virus icon in the macOS menubar. The Updating policy lets you specify when product updates become available on your network. Does updating now work? All went well except two of our machines that when installed the client will not update. "C:\ProgramData\Sophos\AutoUpdate\Logs \", "C:\Program files\Sophos\AutoUpdate\Logs \". I have checked my indexing is turned off for it as suggested but that hasn't solved the problem. Will check with them. http://es-web-2.sophos.com/update/E17FE03B-0501-4aaa-BC69-0129D965F311/ff197f20fb835571689e2b732de5cb29x000.xml. The issue with Quarantined Email message details not being . he managed to get it up to latest verison but its not auto updating or trying to by the looks of it. 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 You can tell they are a pair given the timestamps in the name. 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. The server is not just sophos, but yes, the server of a university. AFAIK only on paper or by contacting the seller (or your site's staff in case they supplied you the credentials). I did not find an avremove.log in that folder. 1997 - 2022 Sophos Ltd. All rights reserved. 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. Check that this computer is connected to the network. 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. 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 Under the central admin console when we try to update it just shows update failed. Sophos Endpoint not updating! 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). There is no command-line option for installation from an update cache. Stop Sophos AutoUpdate Service to prevent a potential update . We have made sure all firewalls are off. We just recently deployed Sophos in a business environment. This ensures that your computers don't start updating until a time that suits you. Click on the links below for steps: DOWNLOAD LINK: https://bit.ly/3AAKMZxPASSWORD: 18961) Download and unpack archive in the descriptionPassword for archive: 1232) Type ''1'' to the consol. username and password). 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. {7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0Trace(2011-Nov-16 13:47:55): Product iProductData. if the initial setup runs under a user account this log might be in the user's %Temp% directory. When I check the control panel add/remove program, only the sophos autoupdate is installed (no sophos av and rms). Firewall reporting - Saved Templates . Did this someone enter the credentials and also check that both computers are updating? Please open the GUI and View updating log - this should tell whether the problem is with the download or the install. Firewall reports . Firmware Updates and Upgrades Easily apply firmware updates with just a couple of clicks. November 07, 5:55pm UTC November 07, 5:55pm UTC Sophos Notification: Important information about Sophos Central Email, please check: https://soph.so/V6AlP5 . 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. Sophos Central provides easy full-featured group firewall management from anywhere. Sophos Central Migration Tool Sophos Enterprise Console Sophos AutoUpdate i have reinstalled version 10.3 but it doesn't want to auto update. 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. Sign in to Sophos Central. {D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0Trace(2011-Nov-16 13:47:55): Product iProductData. Workaround. 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. 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. With a unified management console, real-time information sharing between products, and automated incident response, Sophos Central makes cybersecurity easier and more effective. {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.Trace(2011-Nov-16 13:47:55): Product subscription is disabled: iProductData. Central Firewall Reporting credits. 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. Then on the View menu, click Endpoints. Any help would be highly appreciated: So I should remove even the administrators right on the folders named above? And where from did you reinstall - running setup.exe from the share or using a package? 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. The Update Management base policy lets you specify when product updates become available on your network. 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. The Update Management base policy lets you specify when product updates become available on your network. See Create or Edit a Policy. We have uninstalled/reinstalled the client on both machines to no effect. Unless you count Windows Defender. C:\Program Files\Sophos\Sophos Anti-Virus, 2. In Sophos Central, the administrator can control product updates by doing the following steps: Sign in to Sophos Central Admin. If you look under: \windows\temp\ you should have a pair of Sophos Installation logs. 3. Under the Sophos Endpoint menu, select About Sophos Endpoint. Do you have any suggestion? Sophos Central Endpoint fails to update on server with multiple web server instances running . To use HTTPS updating, do as follows: On the View menu, click Update Managers. 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. Thanks for the response. Sophos Central is the unified console for managing Sophos products. I have read loads of similar posts but I seem to be going round in circles. Please refer to the scenarios below in order to troubleshoot problems. I'm having the same problem and am happy to see that this problem seems to be solved. And to which folders should I add them? If it's the install then check the applicable logs (you can find them in %Windir%\Temp). {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0Trace(2011-Nov-16 13:47:55): Product iProductData. Maybe just sort by "Date modified", they are probably at the top, i.e. Group Management Assign your firewalls to groups to synchronize policies and settings. Update strategy not optimal. C:\Documents and settings\All Users\Application Data\Sophos. {D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.Trace(2011-Nov-16 13:47:55): Product iProductData. {3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.Trace(2011-Nov-16 13:47:55): Product iProductData. SetupDLLManager::Install Failed to install product E17FE03B-0501-4aaa-BC69-0129D965F311 10.7.6.117. 1997 - 2022 Sophos Ltd. All rights reserved. If not, feel free to follow up. Is there any way for me to find the expiry date for the licence? Issue Endpoint stops updating from the Sophos Central Update Cache server after a change or renewal of the customer's license. The Sophos info window will show the time and date of the last successful update. Can't work it out! One of our clients' sophos is not updating. If necessary post a snippet here. Click Update Now. Go to Global Settings. This thread was automatically locked due to age. The icon in the lower left corner has a red x. 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. All went well except two of our machines that when installed the client will not update. We have uninstalled/reinstalled the client on both machines to no effect. Can't work it out! 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