SOPHOS not updating

[purpleoakley]

Morning,

 

I have a school that use SOPHOS enterprise console and it's not updating.

I look after a few schools in the same County and they all have the same setup of SOPHOS on their servers using a generic setup by the local ICT service but one School will now not update, I couldn't see any reason why they suddenly stopped working. I've compared all servers and all settings are the same except the username and password which the ICT service have confirmed they are correct. SOPHOS have remoted in and setup their own updater that only works intermittently but are insisting the proxy settings are blocking the updates even though all the other schools are working. The ICT service want to charge the school just to have a look so before They fork out I wanted to see if any one had any ideas?

 

When you open the source details I get the error message - Check of Update source failed: 'warehouselistdata: Failed to read customer file content.'.

and in the view manager details - Error code 80040401 software update failed. - I'm struggling to find the answer to this one as SOPHOS are blaming the proxy and not being helpful.

 

Thanks

[Steve21]

80040401 is a generic message really.

 

Did you check the event logs? Could be needs a restart, could be expired license etc (Should show under application)

 

If it's not showing there check in the update manager (Right click in the console and go view details)

 

Steve

[purpleoakley]

SOPHOS have checked all of the logs and updated the licence but they are now convinced it's a proxy issue.

Just not sure how one out of 20 odd schools is the only one having the issue if it's the proxy. I'll try and find their error logs.

[BentleyMiller86]

Hi purpleoakley,

 

Have you get this sorted yet?

 

What county are you in? I have a few schools on the YHGFL provided Sophos update source and have come across both "Failed to read customer file content" and "Licence Expired errors", both of which ended up being filtering issues. One school in particular on the RGFL grid (part of the YGHFL) was the only school on the grid that wasn't updating and it took quite a while to convince the provider that there was a filtering issue.

[purpleoakley]

Looks like it was a filtering issue it's working but it is still temperamental, having a battle to convince anyone there's an issue! will keep monitoring it.

[chrisakak9]

i had this a few times and was only ever solved but yhgfl remoteing on setting update server to sophos's own updating then removing it. just moved to sophos cloud and seems much better.