Anyway - as said please check the updating log first to make sure there isn't a download error. Sophos Endpoint not updating! hi there i am having problems on one of my PC Sophos endpoint updating. 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. C:\ProgramData\Sophos\AutoUpdate\logs\SophosUpdate.log. Firewall reporting - Saved Templates . Go to Endpoint Protection > Policies to control when your computers update. Can you provide us with the trace log of AutoUpdate, they have a bit more information to work out what's going on. 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. Open the policy's Settings tab and configure the policy as described below. If you look under: \windows\temp\ you should have a pair of Sophos Installation logs. 3. Go to Server Protection > Policies to control when your servers update. 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. 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). All went well except two of our machines that when installed the client will not update. Any help would be highly appreciated: So I should remove even the administrators right on the folders named above? You can tell they are a pair given the timestamps in the name. We have made sure all firewalls are off. Ran this script on a few systems, but still not updating per Sophos. The server is not just sophos, but yes, the server of a university. Please refer to the scenarios below in order to troubleshoot problems. We recommend that you use HTTPS for greater security. Enable Scheduled Updates and select the day and time when you want product updates to become available. In both cases only your site's staff can give you the necessary information to resolve the issue. 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. To set up a policy, do as follows: Create an Update Management policy. And to which folders should I add them? I didn't have an antivirus before this. Sophos Central is the unified console for managing Sophos products. I assume one is the MSI log, the other is the Custom Action log file. Did this someone enter the credentials and also check that both computers are updating? Ben@Network 4 days ago. Click Update Now to initiate an update. DOWNLOAD LINK: https://bit.ly/3AAKMZxPASSWORD: 18961) Download and unpack archive in the descriptionPassword for archive: 1232) Type ''1'' to the consol. New capabilities include Chromebook security, extended Android and Windows management functionality, various usability improvements, and much more. {E17FE03B-0501-4aaa-BC69-0129D965F311} is available from Sophos.Trace(2011-Nov-16 13:47:55): Product iProductData. {D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.Trace(2011-Nov-16 13:47:55): Product iProductData. Group Management Assign your firewalls to groups to synchronize policies and settings. {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. If necessary post a snippet here. 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. To use HTTPS updating, do as follows: For more information on Sophos Central see Frequently Asked Questions (FAQs). See Create or Edit a Policy. I have checked my indexing is turned off for it as suggested but that hasn't solved the problem. Select the update manager that maintains the directory that you suspect to be out of date, right-click and click Update Now. Remove the firewall from the Sophos Central account. This ensures that your computers don't start updating until a time that suits you. Log in to the endpoint or server using an admin account.Turn off tamper protection. Grab the newly created file called ALUpdate*.log from the above location and paste it here. 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 See . AFAIK only on paper or by contacting the seller (or your site's staff in case they supplied you the credentials). Go to Global Settings > Manage Update Caches and Message Relays In the drop-down list, select Cache Capable Servers or Cache Capable Computers. Central Wireless credits. Under the Sophos Endpoint menu, select About Sophos Endpoint. If it worked before and you didn't change the credentials the license might have expired. Sign in to Sophos Central. 1997 - 2022 Sophos Ltd. All rights reserved. Click on the links below for steps: 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). Installer command-line options for Windows. Make sure the policy is turned on. I have a Win2016 server with multiple instances of Apache running for reverse proxy. This is a weird one and I'm not sure the cause. I'm on windows 10. Administrators will not be able to get details on older Threat Graph reports. Status page components Sophos Central Products Non-Grid Components Grid Components . Make the necessary changes. {E17FE03B-0501-4aaa-BC69-0129D965F311} is not the Spam Rules package.Trace(2011-Nov-16 13:47:55): Product subscription is disabled: iProductData. In Sophos Central, the administrator can control product updates by doing the following steps: Sign in to Sophos Central Admin. The issue with Quarantined Email message details not being . Sophos Endpoint not updating! All went well except two of our machines that when installed the client will not update. The endpoint client fails to update, unless I stop a few of the Apache services first. Under the central admin console when we try to update it just shows update failed. 3. 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. (US-East-2) Oregon (US-West-2) Update. {E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.Trace(2011-Nov-16 13:47:55): Product iProductData. Do you have any suggestion? C:\Program Files\Sophos\Sophos Anti-Virus, 2. We just recently deployed Sophos in a business environment. Select them, right-click and click Update Computers Now. I have read loads of similar posts but I seem to be going round in circles. Both are showing last activity was two weeks ago. On the View menu, click Update Managers. {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is available from Sophos.Trace(2011-Nov-16 13:47:55): Product iProductData. How is it, that security permissions suddenly create a problem? Should I try to uninstall the client again and clean the registry good? Automatic updates Ports 8129 AND 8194 are not enough, 8193 is needed. If not, feel free to follow up. 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). Sophos Mobile 9.5 - now available. Go to Global Settings. 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? Is there an avremove.log in \windows\temp that will tell us more? I see. Workaround. {3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.Trace(2011-Nov-16 13:47:55): Product iProductData. However, I am just a regular user and am not sure, I understood the solution above correctly. Unable to synchronize the firewall with Sophos Central Try to re-group the firewalls. 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. 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. 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. Click Update Now to trigger an immediate update. customercare@sophos.com is the address for licensing questions. 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. not updating briansnape over 7 years ago hi there i am having problems on one of my PC Sophos endpoint updating. 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. I tried to uninstall and reinstall sophos but same thing happens. Slap report service credits. 1997 - 2022 Sophos Ltd. All rights reserved. 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. Your site (employer, university, ) should provide support for you. 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. See Create or Edit a Policy. Sophos Central Dashboard > Threat Analysis Center > Threat Graphs Issue timeline. Locate the Sophos Anti-Virus icon in the macOS menubar. Issue Endpoint stops updating from the Sophos Central Update Cache server after a change or renewal of the customer's license. {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.Trace(2011-Nov-16 13:47:55): Product subscription is disabled: iProductData. {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0Trace(2011-Nov-16 13:47:55): Product iProductData. This ensures that your computers dont start updating until a time that suits you. if the initial setup runs under a user account this log might be in the user's %Temp% directory. Got a new computer, installed it and after about a months or so, autoupdating failed. C:\Documents and settings\All Users\Application Data\Sophos. Endpoints not updating in Sophos central Patrick Henderson over 1 year ago I have two endpoints which have installed InterceptX Endpoint. 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 Thanks in advance. When I check the control panel add/remove program, only the sophos autoupdate is installed (no sophos av and rms). And since the 15th the entries show always the same error? 2. No one noticed it's not updating? Can't work it out! How to enable Sophos Central management of your Sophos Firewall ; Manage an HA pair in Sophos Central ; Firewall reports . 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. 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 you might be able to "unclick" the solution. Click on the Sophos Anti-Virus icon and select Open Sophos Endpoint. Unless you count Windows Defender. Since we always want to close security issues promptly, we had decided to install the update on . error 0x80040F04 means server could not be contacted, one possible cause are invalid credentials. Actually I just accidentally click the "accept as solution" button. Central Wireless APX Kernel credits. One of our clients' sophos is not updating. Does updating now work? Help us improve this page by, Server Threat Protection: Intercept X Advanced, Server Threat Protection: Default settings. 1997 - 2022 Sophos Ltd. All rights reserved. This ensures that your computers don't start updating until a time that suits you. The Update Management base policy lets you specify when product updates become available on your network. Will check with them. To set up a policy, do as follows: Create an Update Management policy. I haven't figured out the reason of failure and I haven't installed the sophos in the client. thank you for your help. The Sophos info window will show the time and date of the last successful update. This thread was automatically locked due to age. Perform an update on the machine and wait until it completes. I tried to uninstall and reinstall sophos but same thing happens. 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 I.e. If it's the install then check the applicable logs (you can find them in %Windir%\Temp). I then de- and reinstalled sophos and am seeing the same problem afters some weeks again. Doing the above will ensure that we just get the latest update logs to trim them down in size abit. With a unified management console, real-time information sharing between products, and automated incident response, Sophos Central makes cybersecurity easier and more effective. Sophos Central is the unified console for managing all your Sophos products. ****************** Sophos Anti-Virus Log - 20/10/2015 13:40:58 **************. 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). Under the central admin console when we try to update it just shows update failed. 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. Then on the View menu, click Endpoints. Click Update Now. Remember that if computers arent on, they wont get the update until the next time they start. Backup Management Store your firewall configuration backups in the cloud for safekeeping. ive renewed licence first machine working fine seems to be updating fine but second computer just fails updates. 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. Central Firewall Reporting credits. We have uninstalled/reinstalled the client on both machines to no effect. Sophos Central provides easy full-featured group firewall management from anywhere. )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: CIDDownloadFailed 107 CIDUpdate SAVXP Sophos ERROR: Download of SAVXP failed from server Sophos Trace(2011-Nov-16 13:48:14): IPCSender::Write: Writing message: CIDDownloadFailed 107 CIDUpdate SAVXP Sophos ERROR: Download of SAVXP failed from server Sophos Trace(2011-Nov-16 13:48:14): IPCSender::ProcessSend: Listener not ready starting to waitTrace(2011-Nov-16 13:48:15): IPCSender::ProcessSend exiting. The icon in the lower left corner has a red x. 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 The Update Management base policy lets you specify when product updates become available on your network. 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 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. 05-DEC-2022 1:00 PM EST: Issue raised up to Sophos Engineering Impact. Firmware Updates and Upgrades Easily apply firmware updates with just a couple of clicks. SetupDLLManager::Install Failed to install product E17FE03B-0501-4aaa-BC69-0129D965F311 10.7.6.117. One of our clients' sophos is not updating. Sign into your account, take a tour, or start a trial from here. Encrpytion suspended on them but when I check each one it is enabled. 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). i have reinstalled version 10.3 but it doesn't want to auto update. Check that this computer is connected to the network. Stop Sophos AutoUpdate Service to prevent a potential update . Reports provider credits. Sophos Central Migration Tool Sophos Enterprise Console Sophos AutoUpdate We have uninstalled/reinstalled the client on both machines to no effect. The icon in the lower left corner has a red x. Thank you for your feedback. Thanks for the response. 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. This would suggest it is failing to install SAV. Maybe just sort by "Date modified", they are probably at the top, i.e. The latest version of Sophos Mobile is now available in Sophos Central. i have reinstalled version 10.3 but it doesn't want to auto update. There are no workarounds to see the older graphs at this time Next update was Sophos ever completely installed on this client? Firewall reports . The Updating policy lets you specify when product updates become available on your network. 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 Endpoint fails to update on server with multiple web server instances running . And where from did you reinstall - running setup.exe from the share or using a package? When I check the control panel add/remove program, only the sophos autoupdate is installed (no sophos av and rms). 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