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The Sophos Endpoint Security and Control fails to update. The following problems are observed on the endpoint computer:. This article explains the causes and the steps to resolve updating issues with Sophos Endpoint Security and Control.
The following sections are covered:. To troubleshoot the problem further you should check the ALC. If the endpoint is centrally managed ensure the computer is in a group with a correct updating policy. If the endpoint is not centrally managed open the Endpoint Security and Control application from the Sophos shield and select 'Configure Updating'. Enter your required updating details. If the endpoint is managed by a Sophos UTM see article If the updating address is incorrect change either the central updating policy from the console or the local AutoUpdate settings.
If the address is correct and accessible by the endpoint computer the password set in the updating policy may be incorrect.
Confirm what the password is and then re-enter it into either the central policy or 'Configure Updating' option on the workstation. When the update location e. The delay on the endpoint downloading new updates is dependent on the updating schedule.
Confirm what the account name and password are and then re-enter them into either the central policy or 'Configure Updating' option on the workstation. Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details if required.
Check the log for more information e. If permissions are incorrectly set on the share this error can occur. Confirm what the password is and then re-enter it into either the central policy so it can be sent to the computer's locally, or 'Configure Updating' option on the computer if not managed centrally. The most likely cause of this issue is that a firewall is blocking the connection. Another cause is that file and printer sharing is disabled on the endpoint computer.
Error 0xb can be returned to the central console when this issue exists on the workstation. The password of the account name mentioned in the message has expired.
Typically the parameter 'User must change password at next login is set. If the account's password used for updating can expire updating will break. You may want to consider disabling this security measure for the updating service account or else proactively monitor the expiration dates and ensure console updating policies are set correctly. For further information on the password expiration check see Microsoft TechNet.
The account name mentioned in the message has not been allowed to log on to the computer hosting the share. Also, check that there are no restrictions on when time during the week the account can log on to any computer. This can again be checked on the 'Account' tab under 'Logon Hours For more information on account lockout policies see Microsoft TechNet.
On the endpoint, computer check what groups are a member of the 'Users' group. By default the following are members:. If the 'Users' group has no membership, add the 'Authenticated Users' group to it locally and force an update. For more information see Microsoft TechNet. Information on this error is available from a number of Microsoft sources.
The share cannot be accessed. Possibly the share does not exist or the computer hosting the share has been shut down or disconnected from the network. Check the share as set in the updating policy is available and you can connect to it. Also, ensure the server hosting the share is switched on and available on the network.
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For technical support post a question to the community. Sophos Endpoint Security and Control: Could not contact server Article ID: The following problems are observed on the endpoint computer: A cross on the Sophos shield.
Could not contact server Updating failed Sophos Endpoint Security and Control has failed to download updates. The address attempting to be contacted is invalid or unreachable. The username is incorrect. The password is incorrect or has expired. The computer is experiencing network connectivity problems.
The following sections are covered: The computer is fully connected to your network and the Internet if updating from Sophos. The address Sophos AutoUpdate is attempting to contact is correct. We use Sophos so the exact address can be changed by us inside the product without affecting your configuration.
The password associated with the account has been entered correctly. No local firewalls are blocking the connection. Check firewall settings and logs on your endpoint computer for blocked connections and also check your server's firewall if attempting to connect to a share hosted on your own network. Ensure that web caching on your firewall is disabled. If none of the above checks successfully resolve the problem continue below. To open the ALC.
Right-click the Sophos shield. If the option to open the main application is grayed out you most likely have only the Sophos AutoUpdate component installed currently but not the Sophos Anti-Virus component. Therefore select the 'Configure Updating Skip step two below if following this instruction. From the home screen loaded by default when opening the application locate the 'Updating' section and then click on the 'View updating log' link.
Maximize the log file window. Increase the width of the 'Message' column to see all the text for the longest message string in the 'Message' column.
This is an important step as the unique error text may only be mentioned at the end of the message. Alternatively you can double-click the column heading between the 'Message' column and the 'Module' column the mouse cursor will change to a vertical bar with two arrows You must fully show all of the text in the Message column.
Look down the Message column until you see the following text: Information on the last update cycle is recorded between the ' Read up from the line mentioned in step three and check for any errors or problems. You can then use the table below to identify the cause and resolution. Errors shown in the ALC. Cause and resolution Sophos AutoUpdate could not continue because no valid update locations were defined. Cause AutoUpdate is not currently configured. What to do If the endpoint is centrally managed ensure the computer is in a group with a correct updating policy.
Download of [component] failed from server [updating address] Cause The updating address currently set is incorrect or cannot be reached. The updating policy is using an incorrect password. What to do If the updating address is incorrect change either the central updating policy from the console or the local AutoUpdate settings. There can be a number of reasons why the updating address cannot be reached.
Things to consider are firewalls or proxies blocking connections or if, for example, the update address is shared via IIS mime types and port numbers have to be correct. If the endpoint is managed centrally error b can be returned to the central console when this issue exists on the workstation. Installation of [component] skipped Cause The check of update location share shows no new updates available. What to do No action required. What to do Confirm what the account name and password are and then re-enter them into either the central policy or 'Configure Updating' option on the workstation.
Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details if required Cause Various What to do Check the log for another, more precise, error mentioned below this error.
If no other information can be found check: Could not find a source for updated packages Cause The updating address is incorrect. What to do Confirm what the password is and then re-enter it into either the central policy so it can be sent to the computer's locally, or 'Configure Updating' option on the computer if not managed centrally. What to do The most likely cause of this issue is that a firewall is blocking the connection. What to do Ensure the Workstation service can be started on the endpoint computer.
What to do Enable the account. What to do If the account's password used for updating can expire updating will break.
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