sophos update failed windows 10

Sophos have been unable to. always get "ERROR: Download of Sophos Endpoint Security and Control failed from server sophos" This is the same for all customers. If so, it's probably corrupted. After upgrading to Windows 10 the users of these two workstations began complaining that they were getting errors from Sophos saying that it failed to update. Click Update Now to initiate an update. 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! This should (hopefully now correctly) download all the files.BTW: If the .dat is zero size it might be that a firewall interferes. 1997 - 2022 Sophos Ltd. All rights reserved. Select View Update Manager Details. This thread was automatically locked due to age. Sophos Firewall requires membership for participation - click to join, https://docs.microsoft.com/en-us/windows/deployment/update/windows-update-troubleshooting. I have a windows 10 PC (in-line upgraded from Windows 7) and the latest version of Sophos Anti-Virus (SAVW-107-SA) but it will not update. without a problem. Click About followed by the Update Now button. After upgrading to Windows 10 the users of these two workstations began complaining that they were getting errors from Sophos saying that it failed to update. I came onsite today to setup a new laptop (Windows 10, HP) to discover that Windows updates was very unhappy on the new setup. Close the Command prompt after successfully executed the command in Command prompt. The problems can also occur when another security software is installed, or if the operating system files are corrupted/permissions are not properly set. All Replies Answers Oldest Votes Newest FormerMember over 3 years ago To resolve this: Open Run, then type sysdm.cpl. Start Sophos AutoUpdate Service. Sophos Home Trial. Additional steps From the Sophos Enterprise console I see the message "Failed to install SAVXP: A previous version could not be uninstalled" Unfortunately I cannot uninstall on the local machine because I cannot even open the local console. I will now tag this as verified answers. If I restart the PC with this problem and boot into Safe Mode, log in then out, the bad file is automatically deleted, restart into normal Windows and try the install again. Restart the computer. There is still a major problem with Microsoft's idea for updating. Could you try checking the SophosUpdate.log in "C:\ProgramData\Sophos\AutoUpdate\Logs\"? I did find Microsoft.com in one of troubleshooting document from the Microsoft and this document :https://docs.microsoft.com/en-us/windows/deployment/update/windows-update-troubleshootingso I am not sure if this is a recent change from the Microsoft. Noticed that Sophos only listed microsoft.com and windowsupdates.com in the filter, but maybe Microsoft recently started using windows.com also for update CAB files.Not sure if I'm the only one, but this was my fix today. And it's not microsoft.com that came up as an issue but instead windows.com as I mentioned, thanks. We are currently in the process of upgrading all user workstations from Windows 7 to Windows 10. Same problem with my new HP laptop. That would involve uninstalling Sophos (both the firewall and the anti-virus), downloading the installer from the MLS site, and then installing that. There's a Windows 10 Support article written some time ago with links to detailed information about the upgrade procedure. 2. Sophos Endpoint Security and Control installation failed. Do you remember which article would that be? After upgrade from Win7 to Win10 some computers with Sophos (on-premise) are not updating. Open the Sophos Endpoint Agent user interface. We recommend an update interval of 10 minutes for threat . Sophos client fails to update after upgrade to Windows 10. Go to C:\ProgramData\Sophos\Update Manager\Update Manager\Warehouse. Those locations are: C:\Program Files (x86)\Sophos\AutoUpdate -or- C:\ProgramData\Sophos\Auto Update\Cac he\sophos_ autoupdate 1.dir. Is it happening with HP laptops only? In her . The file mentioned did not exist in the "%ProgramData%\Sophos\AutoUpdate\Data\warehouse" folder. You may check it under your central dashboard and go to licensing, If the subscription, Download of WindowsCloudNextGen failed from server, Global Community and Digital Customer Support. So my "love affair" with Sophos is restored and MSE, failed to blossom! Download a free trial of Sophos Home and get comprehensive security for your Windows 7, 8, 10, and 11 PC. This is probably because you did not enter your username in the format domain . an on-machine migration to Windows 10? Hi Jurre,Yes, We need to validate as well if Extended support is active on your Central dashboard for Win 7 machines. Make the necessary changes under the Schedule tab. Sophos Endpoint Security and Control contacts the wrong source for updates. About update failures. Windows Mac. Thanks for reaching out. If that fails you may have to do a clean install of Sophos. First time installation fails - Ensure OS files are not corrupted Expand Running SophosZap (uninstaller tool) Expand Related information Uninstalling Sophos Home on Windows computers Eventually it just said "cannot connect to server" and dropped out in a failed state. If so, which Windows editions and SPs/Updates? Noticed that Sophos only listed microsoft.com and windowsupdates.com in the filter, but maybe Microsoft recently started using windows.com also for update CAB files.Not sure if I'm the only one, but this was my fix today. . I have tried to trigger an update and restart the endpoint computer but this had no affect. cannot get Sophos to Update Boldfield Mobas over 5 years ago I have a windows 10 PC (in-line upgraded from Windows 7) and the latest version of Sophos Anti-Virus (SAVW-107-SA) but it will not update. We are currently in the process of upgrading all user workstations from Windows 7 to Windows 10. Note: These steps will trigger a pending reboot alert for Sophos once completed. Notes: Performing an update can often resolve other missing Sophos products and services. Hopefully tomorrow! I will check if I can replicate this issue in my LAB and update this thread. We've separated the information into sections. Hi Nate, I know this is three years old now but I have run in to the same problem and can only get Windows Update to work when Sophos is uninstalled. 1997 - 2022 Sophos Ltd. All rights reserved. To access the Add/Remove programs utility from the Windows Control Panel: Click Start|Settings|Control Panel. I deleted everything in the folder and re-ran the update but it failed again. So far this has been going very smoothly with the exception of two workstations. I recommend checking if the site is reachable from the affected device as well. Microsoft. Perform a Sophos update. Press Windows + X keys on the keyboard and select Control Panel. The sections below explain why updating may fail, and how you can change the settings to correct the problem. Go to Advanced tab. The evidence emerges in a survey of admins by the patchmanagement.org listserv, which uncovered a rich seam of unhappiness at the state of recent Windows updates, especially for Windows 10. Discovered that the XG was blocking (warning really) about *.windows.com .CAB files which meant my XG web filter was blocking windows updates. Not sure for how long on existing computers, but as soon as I manually added an exception for windows.com in the web filter policy, everything started working fine. Yes, you mentioned Windows.com and it is also mentioned in the document from Microsoft. Click View, then Update Managers. You may refer to this documentation about the extended support for win7 machines. This security solution delivers enterprise-level web protection and parental web filtering for a safe and secure web-browsing experience. So far this has been going very smoothly with the exception of two workstations. 1997 - 2022 Sophos Ltd. All rights reserved. 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. Sophos also failed to install on either version of Windows 10. Which product line (SEC, Central)? 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! Yes, We need to validate as well if Extended support is active on your Central dashboard for Win 7 machines. I tried manually, then running the installer from the sharepoint. This is because Sophos releases the software over a number of weeks, but publishes the release notes on the first day. Delete it, or perhaps all the warehouse contents and try again to update. View the product documentation at Server protection. The alert is:Download of WindowsCloudNextGen failed from server http://dci.sophosupd.com. The 'Currently installed programs' list in the 'Add or Remove Programs' tool lists all of the Windows-compatible programs that have an uninstall program or feature. The corresponding logs are in %windir%\Temp\ and should have some information about the error. I received an alert from Sophos for multiple customers that updates have failed and I was wondering if someone could help me with this. The minimum is five minutes for threat detection data, and the maximum is 1440 minutes or 24 hours. Download Now. Noticed that Sophos only listed microsoft.com and windowsupdates.com in the filter, but maybe Microsoft recently started using windows.com also for update CAB files..Not sure if I'm the only one, but this was my fix today. Windows Features. Double-click the server hosting your Sophos Update Manager. To find out more about an update failure, look at the update log: for information on how to do this, see View the updating log file. Known issues, listed by ID, affected component and a description of the issue. July 29, 2015 at 2:43 pm. Click on Windows update and Download Windows 10 update again and check if it helps. You may check it under your central dashboard and go to licensing, If the subscription does not have extended support then updating to Sophos central may fail. I have where at first i started getting a notification saying sophos was unable to update. Open the file alc.log to confirm if all Sophos components have been installed. Hi Jurre,Thank you for your confirmation :) If you have more queries related to our product, don't hesitate on reaching us. Some have mentioned the driver updates that are worse or older than the latest supplied by the OEM . Sounds good, the conditions are when you have XG set to warn for risky downloads (not even block) just warn. Link is no longer active? Open Sophos Enterprise Console. The credentials I am using are the ones from the license schedule I have and the expiry date is not until November 2017. the info from the log file is as follows (i think i have added the relevant bit but let me know if you want more of it), Trace(2017-Jun-14 13:14:01): [I19463] Syncing product StandaloneWindows RECOMMENDED path=Trace(2017-Jun-14 13:14:01): [I19463] Product download size 20051596 bytesTrace(2017-Jun-14 13:14:01): [I19464] Syncing file 144a6f25178a082b39f9493a81e34662x000.dat: 512272 bytes: sau/SophosAlert.exeTrace(2017-Jun-14 13:14:01): [I19464] File 144a6f25178a082b39f9493a81e34662x000.dat: sync failedTrace(2017-Jun-14 13:14:01): ERROR: [E73342] Checksum error: 144a6f25178a082b39f9493a81e34662Trace(2017-Jun-14 13:14:01): Synchronise failed: 4Trace(2017-Jun-14 13:14:01): Synchronisation state: 3Trace(2017-Jun-14 13:14:01): SDDS2Update(SDDS2DownloadFailed): Sophos Endpoint Security and Control, sophosTrace(2017-Jun-14 13:14:01): TrySyncProduct, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}Trace(2017-Jun-14 13:14:01): SULUpdateLocation: SyncProductTrace(2017-Jun-14 13:14:01): Synchronise connected but failed.Trace(2017-Jun-14 13:14:01): TrySyncProduct, SyncProduct returned - 0Trace(2017-Jun-14 13:14:01): SULUpdateLocation: EndSync. You may check it under your central dashboard and go to licensing, If the subscription does not have extended support then updating to Sophos central may fail. does this file 144a6f25178a082b39f9493a81e34662x000.dat exist somewhere under %ProgramData%\Sophos\AutoUpdate\ (dunno the exact structure for the Warehouse on a standalone endpoint? tried updating windows and turning the firewall off but still cannot update. Thank you for all your help and tenacity . Because I have recently set up my friend's lenovo laptop but did not see any issues. Component Issue ID Description Comment; Sophos Anti-Virus: WINEP-1862: If you have a version of Sophos Anti-Virus installed that is earlier than 10.3.15, and choose to uninstall it from the Windows 10 Setup wizard, What needs your attention screen by using the Uninstall button, not all of the Sophos Endpoint . What is the issue? Click 'Add/Remove Programs'. I am waiting for SDU log file from one of such computers and for more details about computers. guess the article has been removed as it no longer applies. It just continues to show a message that it is updating. Click OK. Sophos not updating after an upgrade from Win7 to Win10? If you need anymore information or have questions please let me know, thank you in advance!Kind regards. Hi Jurre, Yes, We need to validate as well if Extended support is active on your Central dashboard for Win 7 machines. Once the install is complete update it using the "Update Now". You may refer to this documentation about the extended support for win7 machines. Hi Qoosh,Unfortunatly I haven't been able to check the log file and website you mentioned. Connect with Sophos Support, get alerted, and be informed. Under the System variables section, make sure that the variable TMP has a value of C:\WINDOWS\TEMP. A bunch of my Win 10 computers got the newest feature update after I added exception, that had been failing last week. which credentials did you put in the updating configuration - must be those from your license schedule.The ALUpdate log (%ProgramData%\Sophos\AutoUpdate\Logs\) should have a little bit more information about the error. Uninstalling (sophos AV failed but other elements removed), removing a couple of registry values suggested in other threads and manually deleting data from folders. .code-editor .code-editor-heading{border-top:1px solid #e6e6e6;border-left:1px solid #e6e6e6;border-right:1px solid #e6e6e6;background-color:#fafafa;border-radius:3px 3px 0 0;font-size:12.6px;display:flex;justify-content:space-between;align-items:center;overflow:hidden}.code-editor .code-editor-heading .icon{width:32px;height:32px;display:block;overflow:hidden;text-indent:-3000em;background-repeat:no-repeat;background-size:80%;background-position:center}.code-editor .code-editor-heading .fs{background-image:url('https://community.sophos.com/cfs-filesystemfile/__key/defaultwidgets/547b4cbb4efb4c3d83533f8f35fb4b7b-1a84591e31034fac832d29ed8584666c/fullscreen.svg?_=638032662796254774')}.code-editor .code-editor-heading .dl{background-image:url('https://community.sophos.com/cfs-filesystemfile/__key/defaultwidgets/547b4cbb4efb4c3d83533f8f35fb4b7b-1a84591e31034fac832d29ed8584666c/download.svg?_=638032662796186456')}.code-editor .code-editor-heading .filename{padding:10px;display:block;white-space:nowrap;overflow:hidden;text-overflow:ellipsis}.code-editor .code-editor-heading a{color:#1a1a1a}.code-editor .code-editor-heading a:hover{color:#0097ee}, Sophos Endpoint failing to update, install or uninstall Windows 10 1903, Sophos Network Threat Protection Install Log 20190716 145018.txt, Sophos AutoUpdate 5.15.166 setup log 20190716 140459.txt, Sophos Anti-Virus Major Install Log_190716_124452.txt. Sophos Anti-Virus for Windows 2000 and later has been replaced by Endpoint Security and Control for Windows. Type in wuauclt.exe /updatenow in the Command prompt. Thank you for sharing your findings. Here is my ALUpdate log thanks Locate the error in Update Manager Details Right-click the SUM server that is failing to update. You can do this by entering the same url from the alert into the web browser. Click Enter. Unknown exception (0x40000015) after installing/updating to Sophos Home 3.0.0 on Windows 7; Additional steps for Sophos Home installations on macOS 10.15 Catalina ; Legacy System Extension - Existing software on your system signed by "Sophos" will be incompatible in the future; Unable to allow Sophos Home kext; See all 7 articles Once the update is completed, confirm the Last update time has changed and that it shows a green checkmark. 1997 - 2022 Sophos Ltd. All rights reserved. have uninstalled and re-installed but still no joy. Originally I had this issue on a earlier feature release of Windows 10, all attempts to upgrade to 1903 failed, but i thought i would just try the Windows 10 1903 update during the uninstall and reinstall of Sophos and it upgraded successfully. Followed by reinstalling. It depends on the update domain, please check out this link for Microsoft windows update domains:Windows Update troubleshooting. Just curious how others have addressed this problem in the past? some elements seem to reinstall but but all elements, i have no AV which is the most important aspect. Discovered that the XG was blocking (warning really) about *.windows.com .CAB files which meant my XG web filter was blocking windows updates. Not sure for how long ononewalmart existing computers, but as soon as I manually added an exception for windows.com in the web filter policy, everything started working fine. I did notice that it (a) started downloading "6 of 6" and ended up on "10 of 10" and from "7 of 7" through to the end it was always trying to download the file mentioned above. If the Protect Computers Wizard fails to install Sophos Endpoint Security and Control on computers, it could be because: Sophos Enterprise Console does not know which operating system the computers are running. always get "ERROR: Download of Sophos Endpoint Security and Control failed from server sophos". Skip to main content. Sophos also failed to install on either version of Windows 10. according to the log the Anti-Virus and the Network Treat Protection components fail to install. Right-click the SUM server, then select Update Now. Rename Catalogue to Catalogue.old Type the SUM credentials to connect to SOPHOS. Originally I had this issue on a earlier feature release of Windows 10, all attempts to upgrade to 1903 failed, but i thought i would just try the Windows 10 1903 update during the uninstall and reinstall of Sophos and it upgraded successfully. New features, updates and resolved issues apply to specific versions of Windows. If you have web proxy configured on the firewall, you would have to bypass windows update domains as web proxy will intercept it and change non standard SSL ports and requesting client will reject the traffic. I came onsite today to setup a new laptop (Windows 10, HP) to discover that Windows updates was very unhappy on the new setup. Click Environment Variables button. 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