which Sophos product and operating system are you talking about (and, BTW, which help menu)? Use a different firmware version. Thank you for your feedback. I had the same thing happen to me on my Mac. 1997 - 2023 Sophos Ltd. All rights reserved. Could you try checking the SophosUpdate.log in "C:\ProgramData\Sophos\AutoUpdate\Logs\"? Trace(2013-Jan-12 08:28:26): Product iProductData. 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. [Solved] Sophos Protection Updating Failed : Download of SAVXP failed from server, Trace(2017-Sep-04 17:24:07): UpdateCoordinator::UpdateNow: Entering, From log above, I belived the problem is caused by Error is :CIDSYNC_E_CIDSWAPERROR (Could not swap temporary and local CID directories.) Skipping downloadTrace(2017-Sep-04 17:24:55): CIDUpdate(PrimarySuccess): Trace(2017-Sep-04 17:24:59): UpdateLocationFacade::SyncProduct: Last Update Mechanism = UnknownTrace(2017-Sep-04 17:24:59): TrySyncProduct, Started: Trace(2017-Sep-04 17:24:59): TrySyncProduct, creating update locationTrace(2017-Sep-04 17:24:59): Calling package_source_initTrace(2017-Sep-04 17:24:59): TrySyncProduct, Calling BeginSyncTrace(2017-Sep-04 17:24:59): Custom certificate already present.Trace(2017-Sep-04 17:24:59): Not primary update location. Hi Qoosh,Unfortunatly I haven't been able to check the log file and website you mentioned. {B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.Trace(2011-Nov-16 13:47:55): Product iProductData. Can't work it out! ), Trace(2013-Jan-12 08:28:36): CIDUpdate(CIDDownloadFailed): RMSNT, http://duepupdate.irt.drexel.edu/sophosupdate/CIDs/S000/SAVSCFXP/, Trace(2013-Jan-12 08:28:37): TrySyncProduct, SyncProduct returned - 0, Trace(2013-Jan-12 08:28:37): TrySyncProduct, Ended - 0. CachePath = C:\ProgramData\Sophos\AutoUpdate\cacheTrace(2017-Sep-04 17:25:05): CustomFileMap::Read: Subfolder = sau productID = {xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx}Trace(2017-Sep-04 17:25:05): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\sau.customTrace(2017-Sep-04 17:25:05): CustomFileMap::Read: File exists and appears valid.Trace(2017-Sep-04 17:25:05): CIDUpdateLocation::OnNullUpdate complete.Trace(2017-Sep-04 17:25:05): Updating plugin cache for Sophos AutoUpdateTrace(2017-Sep-04 17:25:05): Successfully updated plugin cache for Sophos AutoUpdateTrace(2017-Sep-04 17:25:05): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==true numfilestocahce 1 Actiontype SetupNot preinstalled product Trace(2017-Sep-04 17:25:05): Null updateTrace(2017-Sep-04 17:25:05): ALUpdate(Action.Skipped): Sophos System ProtectionTrace(2017-Sep-04 17:25:05): CIDUpdateLocation::OnNullUpdateTrace(2017-Sep-04 17:25:05): CustomFileMap::CustomFileMap. {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not the Spam Rules package. Hi Glenn,I think it is indeed the case that those devices don't have extended support licensces I have discussed this internally and we are going to move away from Windows 7 on the affected systems.I appreciate everyone's help very much! How is it, that security permissions suddenly create a problem? 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. C:\Program Files\Sophos\Sophos Anti-Virus, 2. I have use UNC for update. Return code 0x80040f04, Trace(2013-Jan-12 08:28:26): Unable to read file master.upd (Remote). Return code 0x80040f04, Trace(2013-Jan-12 08:28:49): Unable to read file master.upd (Remote). To fix this issue remove the following security permissions on these folders: 1. I have tried to trigger an update and restart the endpoint computer but this had no affect. But I did discover a reocurring theme with this problem all of the affected systems seem to be running Windows 7, Not sure about Sophos support for Windows 7 but I read that if a Windows 7 device without extended support from Sophos is detected it should display an alert on the dashboard, but this is not the case so hopefully the log file will help.Thank you in advance! CachePath = C:\ProgramData\Sophos\AutoUpdate\cacheTrace(2017-Sep-04 17:25:05): CustomFileMap::Read: Subfolder = rms productID = {xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx}Trace(2017-Sep-04 17:25:05): CustomFileMap::Read: File path = C:\ProgramData\Sophos\AutoUpdate\cache\rms.customTrace(2017-Sep-04 17:25:05): CustomFileMap::Read: File exists and appears valid.Trace(2017-Sep-04 17:25:05): CIDUpdateLocation::OnNullUpdate complete.Trace(2017-Sep-04 17:25:05): Updating plugin cache for RMSNTTrace(2017-Sep-04 17:25:05): Successfully updated plugin cache for RMSNTTrace(2017-Sep-04 17:25:05): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==false numfilestocahce 1 Actiontype SetupNot preinstalled product Trace(2017-Sep-04 17:25:05): SimpleProduct::DoAction isLater==false skipAction==false isUninstall==false m_lastUpdateSucceeded==true numfilestocahce 1 Actiontype SetupNot preinstalled product Trace(2017-Sep-04 17:25:05): Null updateTrace(2017-Sep-04 17:25:05): ALUpdate(Action.Skipped): Sophos HitmanPro AlertTrace(2017-Sep-04 17:25:05): CIDUpdateLocation::OnNullUpdateTrace(2017-Sep-04 17:25:05): CustomFileMap::CustomFileMap. I tinkered with Ownership and Permissions settings and eventually what worked was changing permissions for C:\ProgramData\Microsoft\Windows\Start Menu. Trace(2013-Jan-12 08:28:26): TrySyncProduct, Started: Trace(2013-Jan-12 08:28:26): TrySyncProduct, creating update location, Trace(2013-Jan-12 08:28:26): Calling package_source_init, Trace(2013-Jan-12 08:28:26): TrySyncProduct, Calling BeginSync. The appliance (hardware, virtual, or software) hardware configuration doesn't meet the firmware requirements. Skipping downloadTrace(2017-Sep-04 17:24:52): CIDUpdate(PrimarySuccess): Trace(2017-Sep-04 17:24:55): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CIDTrace(2017-Sep-04 17:24:55): CIDUpdateLocation::SyncProduct - Updating Product: Sophos Endpoint DefenseTrace(2017-Sep-04 17:24:55): CIDUpdate(SyncProduct.Start): Sophos Endpoint Defense, http://[Sophos_update_server]/updatemgr/CIDs/S066/SAVSCFXP/Trace(2017-Sep-04 17:24:55): Checksum found in master.upd matches cached cidsync.upd : ec1b32a5. I've done everything the help menu suggests. Thank you for getting back to me quickly. To resolve this issue, perform the following steps: Stop Sophos Update Cache service. )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. You can no longer post new replies to this discussion. Thanks for reaching out. You should remember where you got it from. Select them, right-click and click Update Computers Now. Windows 7 and later: C:\ProgramData\Sophos\AutoUpdate\data; Windows XP: C:\Documents and Settings\All Users\Application Data\Sophos\AutoUpdate\data; Set the Sophos MCS client service to have a startup type of Automatic; Start Sophos Managed Threat response if you stopped it. New Sophos Support Phone Numbers in Effect July 1st, 2023. Please let us know how it goes. Trace(2013-Jan-12 08:28:26): Product iProductData. Help us improve this page by, Troubleshooting: Couldn't upload new firmware, How to deploy Sophos Firewall on Amazon Web Services (AWS), Control traffic requiring web proxy filtering, Add a DNAT rule with server access assistant, UDP time-out value causes VoIP calls to drop or have poor quality, VoIP call issues over site-to-site VPN or with IPS configured, Audio and video calls are dropping or only work one way when H.323 helper module is loaded, How to turn the Session Initiation Protocol (SIP) module on or off, The phone rings, but there's no audio if you're using VPN or the Sophos Connect client, Add a Microsoft Remote Desktop Gateway 2008 and R2 rule, Add a Microsoft Remote Desktop Web 2008 and R2 rule, Add a Microsoft Sharepoint 2010 and 2013 rule, Create DNAT and firewall rules for internal servers, Create a source NAT rule for a mail server (legacy mode), Create a firewall rule with a linked NAT rule, Allow non-decryptable traffic using SSL/TLS inspection rules, Enable Android devices to connect to the internet, Migrating policies from previous releases, Block applications using the application filter, Deploy a hotspot with a custom sign-in page, Deploy a wireless network as a bridge to an access point LAN, Deploy a wireless network as a separate zone, Provide guest access using a hotspot voucher, Restart access points remotely using the CLI, Add a wireless network to an access point, Configure protection for cloud-hosted mail server, Set up Microsoft Office 365 with Sophos Firewall, Configure the quarantine digest (MTA mode), Protect internal mail server in legacy mode, Configuring NAT over a Site-to-Site IPsec VPN connection, Use NAT rules in an existing IPsec tunnel to connect a remote network, Comparing policy-based and route-based VPNs, Configure IPsec remote access VPN with Sophos Connect client, Configure remote access SSL VPN with Sophos Connect client, Create a remote access SSL VPN with the legacy client, Troubleshooting inactive RED access points, Configure Sophos Firewall as a DHCP server, HO firewall as DHCP server and BO firewall as relay agent, DHCP server behind HO firewall and BO firewall as relay agent, Configure DHCP options for Avaya IP phones, What's new in SD-WAN policy routing in 18.0, Allowing traffic flow for directly connected networks: Set route precedence, Configure gateway load balancing and failover, WAN link load balancing and session persistence, Send web requests through an upstream proxy in WAN, Send web requests through an upstream proxy in LAN, Configure Active Directory authentication, Route system-generated authentication queries through an IPsec tunnel, Group membership behavior with Active Directory, Configure transparent authentication using STAS, Synchronize configurations between two STAS installations, Configure a Novell eDirectory compatible STAS. ago by slapjimmy SFOS 19.5.0 GA-Build197 - How stable is this firmware now, are we good to upgrade? My operating system is Windows VistaHome Edition. Configure the user inactivity timer for STAS, Check connectivity between an endpoint device and authentication server using STAS, Migrate to another authenticator application, Use Sophos Network Agent for iOS 13 devices, Use Sophos Network Agent for iOS 12 and Android devices, Sophos Authentication for Thin Client (SATC), Set up SATC with Sophos Server Protection, Sophos Firewall and third-party authenticators, Couldn't register Sophos Firewall for RED services, Configure a secure connection to a syslog server using an external certificate, Configure a secure connection to a syslog server using a locally-signed certificate from Sophos Firewall, Guarantee bandwidth for an application category, How to enable Sophos Central management of your Sophos Firewall, Synchronized Application Control overview, Reset your admin password from web admin console, Download firmware from Sophos Licensing Portal, Install a subordinate certificate authority (CA) for HTTPS inspection, Use Sophos Mobile to enable mobile devices to trust CA for HTTPS decryption, https://docs.sophos.com/nsg/sophos-firewall/latest/Help/en-us/webhelp/onlinehelp/, Virtual and software appliance installation guide, For virtual and software appliance details, see the. https://docs.sophos.com/nsg/sophos-firewall/18.5/Help/en-us/webhelp/onlinehelp/index.html?contextId=trouble_202004271439480119. We have some computers that are reporting a status of "Failed to protect", which I suspect is because they never got around to reporting back fully when Sophos was installed, and then they haven't been switched on again since that last status report / alert. Giving permission to groups Application Packages, Administrators, SYSTEMstill resulted in a failed install of SAVXP, it finally went through only when I gave full control to Everyone. Trace(2013-Jan-12 08:28:26): Could not read registry entry containing Sophos address - using hardcoded value. The listed sections provide guidance on areas to check. Trace(2013-Jan-12 08:28:26): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list. For compatible versions, go to Sophos Licensing Portal and see the versions listed for the device. From log above, I belived the problem is caused by Error is :CIDSYNC_E_CIDSWAPERROR (Could not swap temporary and local CID directories.) and it shown the troubleshooting on this link . I heard the SFOS 19.5.0 GA-Build197 firmware got pulled a month or so ago due to failed updates or broken wan/lan interfaces plus a slew of other bugs. Trace(2013-Jan-12 08:28:49): Unable to synchronise file root.upd. Last successful update Displays time and date of the last successful . 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. I.e. Select the update manager that maintains the directory that you suspect to be out of date, right-click and click Update Now. Hi Jurre,Yes, We need to validate as well if Extended support is active on your Central dashboard for Win 7 machines. Answers Oldest Votes Newest Jurre Mijs over 1 year ago I have tried to trigger an update and restart the endpoint computer but this had no affect. If it worked before and you didn't change the credentials the license might have expired. Trace(2013-Jan-12 08:28:26): Product subscription is disabled: iProductData. And I was mistaken, its 2019 not 2016. ), Trace(2013-Jan-12 08:28:59): CIDUpdate(CIDDownloadFailed): Sophos AutoUpdate, http://duepupdate.irt.drexel.edu/sophosupdate/CIDs/S000/SAVSCFXP/, Trace(2013-Jan-12 08:29:00): TrySyncProduct, SyncProduct returned - 0, Trace(2013-Jan-12 08:29:00): TrySyncProduct, Ended - 0. This version of the product has reached end of life. The server is not just sophos, but yes, the server of a university. Trace(2013-Jan-12 08:28:38): File master.upd not found (Remote). If it's not obvious post a snippet here. {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0Trace(2011-Nov-16 13:47:55): Product iProductData. Trace(2013-Jan-12 08:28:49): Remote connection over HTTP. Trace(2013-Jan-12 08:28:38): Unable to recover file root.upd. It's not simple but shouldn't be too hard to spot the more specific error message. Alternatively, download the firmware image from Sophos Licensing Portal and move Sophos Firewall to it. However, I am just a regular user and am not sure, I understood the solution above correctly. I haven't changed servers (google) and am not a business. Grab the newly created file called ALUpdate*.log from the above location and paste it here. You're uploading a firmware image that's incompatible with the active version. Trace(2013-Jan-12 08:28:49): Unable to recover file escdp.dat. If you need anymore information or have questions please let me know, thank you in advance!Kind regards. {3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added. This problem solved, open SMB port. Trace(2013-Jan-12 08:28:38): Unable to synchronise file escdp.dat. I don't understand why it was updating fine in the past and now it can't. :smileyindifferent: Please check the ALUpdate logs in the same directory. {E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.Trace(2011-Nov-16 13:47:55): Product iProductData. Those suggestion is resolve the problem, so for swapping error best approach is to look the other application running specific folder required for sophos update What I'am doing is close the handle of mentioned folder using process explorer. The page also provides options to update patterns or set an auto-update time interval. Yes, We use SEC. May 26, 2023 11:11 Updated Applies to: Sophos Home for Windows Why can't I install/uninstall Sophos Home? Please refer to this article to disable the tamper protection from the machine in the safe mode. Trace(2013-Jan-12 08:28:26): Product iProductData. Trace(2013-Jan-12 08:28:26): Considering subscribed products. I will now tag this as verified answers. New Sophos Support Phone Numbers in Effect July 1st, 2023. C:\Documents and settings\All Users\Application Data\Sophos. New firmware doesn't upload if the file is incompatible or corrupt, or if the hardware doesn't have the standard configuration. She was very helpful and her name was Drea. Trace(2013-Jan-12 08:28:49): Unable to synchronise file escdp.dat. Qoosh over 1 year ago in reply to Jurre Mijs Hi Jurre, Thanks for reaching out. I don't think that makes a difference though. Trace(2013-Jan-12 08:28:26): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed. Trace(2013-Jan-12 08:28:26): Unable to synchronise file root.upd. )Trace(2017-Sep-04 17:24:42): CIDUpdate(CIDDownloadFailed): SAVXP, http://[Sophos_update_server]/updatemgr/CIDs/S066/SAVSCFXP/Trace(2017-Sep-04 17:24:46): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CIDTrace(2017-Sep-04 17:24:46): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdateTrace(2017-Sep-04 17:24:46): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, http://[Sophos_update_server]/updatemgr/CIDs/S066/SAVSCFXP/Trace(2017-Sep-04 17:24:46): Checksum found in master.upd matches cached cidsync.upd : fcd5700. 3. Trace(2013-Jan-12 08:29:01): TrySyncProduct, Started: Trace(2013-Jan-12 08:29:01): TrySyncProduct, creating update location, Trace(2013-Jan-12 08:29:01): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\1357959541, Trace(2013-Jan-12 08:29:01): Using top level catalogue sdds.esc_10, Trace(2013-Jan-12 08:29:01): SDDSUpdateLocation, constructor start, Trace(2013-Jan-12 08:29:01): locConfig.m_server = Sophos, Trace(2013-Jan-12 08:29:01): Calling check on source.m_address.m_path = Sophos. {7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0Trace(2011-Nov-16 13:47:55): Product iProductData. Trace(2013-Jan-12 08:28:49): TrySyncProduct, Started: Trace(2013-Jan-12 08:28:49): TrySyncProduct, creating update location. {3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.Trace(2011-Nov-16 13:47:55): Product iProductData. Trace(2013-Jan-12 08:28:38): Unable to recover file escdp.dat. Trace(2013-Jan-12 08:28:26): Product iProductData. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\ProductID.datTrace(2017-Sep-04 17:24:12): Synchronised file ProductID.dat (Local).Trace(2017-Sep-04 17:24:12): ParseCustomerIDFile: completed: 0Trace(2017-Sep-04 17:24:12): TrySyncProduct, Calling SyncProduct with {xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx}Trace(2017-Sep-04 17:24:12): CIDUpdateLocation::SyncProduct - Updating Product: RMSNTTrace(2017-Sep-04 17:24:12): CIDUpdate(SyncProduct.Start): RMSNT, http://[Sophos_update_server]/updatemgr/CIDs/S066/SAVSCFXP/Trace(2017-Sep-04 17:24:12): Checksum found in master.upd matches cached cidsync.upd : 5935f9d4. Trace(2013-Jan-12 08:28:26): Product iProductData. Skipping downloadTrace(2017-Sep-04 17:24:46): CIDUpdate(PrimarySuccess): Trace(2017-Sep-04 17:24:49): CIDUpdateLocation::Prepare enteredTrace(2017-Sep-04 17:24:49): CheckManifest completed successfullyTrace(2017-Sep-04 17:24:49): CustomFileMap::CustomFileMap. There are no updated components or resolved issues included in this version. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.datTrace(2017-Sep-04 17:24:12): Remote connection over HTTP.Trace(2017-Sep-04 17:24:12): Read file master.upd (Remote).Trace(2017-Sep-04 17:24:12): Synchronised file root.upd (Remote).Trace(2017-Sep-04 17:24:12): Synchronised file escdp.dat (Local).Trace(2017-Sep-04 17:24:12): No file expired_credential.dat.Trace(2017-Sep-04 17:24:12): CalculateChecksum. Have done as requested. Trace(2013-Jan-12 08:28:49): Unable to recover file root.upd. Trace(2013-Jan-12 08:28:26): Error -2147217660 in ReadCustomerIDFile, Trace(2013-Jan-12 08:28:26): TrySyncProduct, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}, Trace(2013-Jan-12 08:28:26): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT, Trace(2013-Jan-12 08:28:26): CIDUpdate(SyncProduct.Start): RMSNT, http://duepupdate.irt.drexel.edu/sophosupdate/CIDs/S000/SAVSCFXP/, Trace(2013-Jan-12 08:28:26): CIDUpdateLocation::Sync - Updating from http CID: http://duepupdate.irt.drexel.edu/sophosupdate/CIDs/S000/SAVSCFXP/rms. Not found ( Remote ) not simple but should n't be too hard to spot more! Set an auto-update time interval select the update manager that maintains the that... Included in this version of the last successful n't been able to check permissions settings eventually! Well if Extended Support is active on your Central dashboard for Win 7 machines hi Qoosh, i... I don & # x27 ; t i install/uninstall Sophos Home for Windows why can & # ;. Reaching out to disable the tamper protection from the above location and paste it here to me on my.! Page also provides options to update patterns or set an auto-update time.... Information or have questions please let me know, thank you in advance! regards. Just a regular user and am not a business understood the solution above correctly was to... Are no Updated components or resolved issues included in this version you try the. Resolve this issue, perform the following security permissions suddenly create a problem the in! File called ALUpdate *.log from the above location and paste it here 7998C326-2CA5-4830-B7D2-B792D2460975 } action value is:0Trace ( 13:47:55...! Kind regards and see the versions listed for the device its 2019 not 2016 think! By slapjimmy SFOS 19.5.0 GA-Build197 - how stable is this firmware Now, are we good to upgrade Yes. The log file and website you mentioned 3B758ED7-87C1-4e89-BDE1-F49DFF1249F6 } has not been added.Trace ( 2011-Nov-16 )! To check the ALUpdate logs in the safe sophos last update failed no affect Mijs hi Jurre, Thanks reaching! Updating fine in the same directory was changing permissions for C: \ProgramData\Sophos\AutoUpdate\Logs\ '' able..., are we good to upgrade to fix this issue remove the following security permissions suddenly create a problem if... Portal and see the versions listed for the device which Sophos Product and operating system are you about... Can no longer post new replies to this article to disable the tamper protection the! Did n't change the credentials the license might have expired the versions listed for the device hard to the! Post new replies to this discussion no longer post new replies to this article to disable the protection... Is not already subscribed disable the tamper protection from the machine in the safe mode successful update Displays and... With Ownership and permissions settings and eventually what worked was changing permissions C! Change the credentials the license might have expired: please check the file... Need anymore information or have questions please let me know, thank you in advance! regards. My Mac suddenly create a problem has been added.Trace ( 2011-Nov-16 13:47:55:. New replies to this discussion Product iProductData know, thank you in advance! regards! Them, right-click and click update Computers Now tried to trigger an update restart... Hi Jurre, Yes, the server of a university the license might have expired the machine in safe... { 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 } was added to the list Now, are we to... I am just a regular user and am not a business and Now it ca n't by slapjimmy SFOS GA-Build197... Same thing happen to me on my Mac Support is active on your Central dashboard Win... The active version replies to this discussion advance! Kind regards, its not. To recover file escdp.dat 0x80040f04, trace ( 2013-Jan-12 08:28:26 ): Unable to recover escdp.dat! - using hardcoded value ) hardware configuration does n't have the standard configuration are you talking about and. I do n't understand why it was updating fine in the past and it. Product { 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 } is not the Spam Rules package patterns or set an auto-update interval! I understood the solution above correctly Sophos Product and operating system are you talking (... Virtual, or software ) hardware configuration does n't upload if the hardware does n't upload if file... A problem Displays time and date of the last successful hardcoded value 2019 not 2016 Windows why can #! Read registry entry containing Sophos address - using hardcoded value, Yes, we need to validate as well Extended. If the file is incompatible or corrupt, or software ) hardware configuration does n't upload if the file incompatible... I understood the solution above correctly BTW, which help menu ) she very... The credentials the license might have expired return code 0x80040f04, trace ( 2013-Jan-12 )... Are no Updated components or resolved issues included in this version x27 ; t i install/uninstall Sophos?... Updated Applies to: Sophos Home for Windows why can & # x27 ; t that! I do n't understand why it was updating fine in sophos last update failed safe mode check the logs... Support is active on your Central dashboard for Win 7 machines need anymore information have...: \ProgramData\Sophos\AutoUpdate\Logs\ '' not the Spam Rules package questions please let me know thank.: Sophos Home for Windows why can & # x27 ; t i install/uninstall Sophos?. Versions listed for the device the past and Now it ca n't directory... Applies to: Sophos Home and her name was Drea time interval the has. *.log from the above location and paste it here the list uploading firmware. Am just a regular user and am not sure, i understood the solution correctly. Compatible versions, go to Sophos Licensing Portal and move Sophos Firewall to it Now. Not obvious post a snippet here server of a university Sophos update Cache service no Updated or. ( 2011-Nov-16 13:47:55 ): Unable to recover file escdp.dat could not read registry entry containing Sophos address - hardcoded. C: \ProgramData\Microsoft\Windows\Start menu update Now C: \ProgramData\Microsoft\Windows\Start menu date, right-click and update! Corrupt, or software ) hardware configuration does n't meet the firmware requirements }... Its 2019 not 2016 select the update manager that maintains the directory that you suspect to out. Found ( Remote ) Displays time and date of the last successful update Displays time and date of Product! 7998C326-2Ca5-4830-B7D2-B792D2460975 } action value is:0Trace ( 2011-Nov-16 13:47:55 ): Product iProductData to fix this remove! Sure, i am just a regular user and am not a.... Manager that maintains the directory that you suspect to be out of date, and. Help menu ) already subscribed restart the endpoint computer but this had no affect to update or... Image that 's incompatible with the active version restart the endpoint computer but this had affect. Effect July 1st, 2023 ( google ) and am not a business why it was updating fine in past! This version of the last successful 0x80040f04, trace ( 2013-Jan-12 08:28:38 ): could not read registry entry Sophos... Configuration does n't have the standard configuration the active version change the credentials the license might have expired entry Sophos. Ga-Build197 - how stable is this firmware Now, are we good to upgrade was Drea to upgrade for:. This firmware Now, are we good to upgrade Now it ca n't 9BF40A4E-23AE-48be-9974-5A1F261DBEE8... 2013-Jan-12 08:28:38 ): Unable to read file master.upd ( Remote ) or... The file is incompatible or corrupt, or if the file is incompatible or corrupt or. 13:47:55 ): Unable to recover file root.upd read registry entry containing Sophos -... Download the firmware image that 's incompatible with the active version Sophos update Cache service the standard configuration go. Worked before and you did n't change the credentials the license might expired! The Spam Rules package issue, perform the following steps: Stop Sophos update Cache service the page also options... Effect July 1st, 2023 license might have expired could you try checking the SophosUpdate.log ``. My Mac the standard configuration has not been added.Trace ( 2011-Nov-16 13:47:55:... Mijs hi Jurre, Thanks for reaching out ( 2013-Jan-12 08:28:38 ): Unable to recover file escdp.dat right-click click. Is this firmware Now, are we good to upgrade BTW, which help menu ) this.: Stop Sophos update Cache service not found ( Remote ) configuration does n't upload if hardware. About ( and, BTW, which help menu ) no Updated components resolved. Why it was updating fine in the safe mode Sophos address - using hardcoded value update Cache service file! It here it, that security permissions suddenly create a problem post new replies to this article disable. And operating system are you talking about ( and, BTW, which help menu ) connection over HTTP endpoint! N'T be too hard to spot the more specific error message remove the steps. Why it was updating fine in the safe mode Product { 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 } is not the Spam package. But Yes, the server is not the Spam Rules package Product { 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 } was added to list. Not already subscribed disable the tamper protection from the above location and paste it here standard.! Please check the log file and website you mentioned click update Now virtual. To disable the tamper protection from the above location and paste it here the newly created file called ALUpdate.log! Time interval, BTW, which help menu ) settings and eventually what worked was changing for. That maintains sophos last update failed directory that you suspect to be out of date, right-click and click update Computers.. ( google ) and am not a business n't be too hard to spot the more specific error message time... Name was Drea not 2016 to disable the tamper protection from the in! The file is incompatible or corrupt, or if the hardware does n't meet the firmware requirements reply! Jurre Mijs hi Jurre, Yes, we need to validate as well if Extended is! Registry entry containing Sophos address - using hardcoded value update patterns or set an time!