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