During the installation of Endpoint Security and Control / Endpoint Protection, the following error message may be displayed:
0000006b Download of rms failed from server
This message appears when Sophos Remote Management System (RMS) cannot be downloaded from the server. This is often because the installer has attempted to download RMS prematurely, but it can also happen for a variety of other reasons. Besides checking the items listed below, if any other error messages occur in conjunction with this message, check for information about them too. This could enable you to pinpoint the source of the problem.
What to do
When analyzing the cause of this error, check the following in the listed order.
1. Incomplete installation
This error message may be generated if the installer attempts to download RMS before other parts of the installation or update have completed.
- Wait a few minutes.
- Check to see if the problem has rectified itself.
2. Incorrect credentials
This can happen if incorrect credentials have been used for the updating policy.
- Check that the updating policy on the affected computer is using the correct username and password.
- You can configure updating policy from Enterprise Console or on the local computer.
3. Check the share
The computer running the update should be able to access the shares at
- \\<server>\SophosUpdate\SXXX\SAVSCFXP (where SXXX stands for the subscription the client is getting the updates from)
On the server, in Windows Explorer, right-click the folder and select 'Sharing'. Ensure that the client computer users have access to this share.
You can check by going to one of the workstations and browsing to the server in Windows Explorer. You should be able to see and browsethe SophosUpdate share.
4. Corrupt cache
The Sophos AutoUpdate cache on the affected computer could have become corrupted.
- Delete the contents of C:\Program Files\Sophos\AutoUpdate\Cache (XP/2003) or C:\ProgramData\Sophos\AutoUpdate\Cache (Vista+)
- Repeat the update.
5. Disk quota
Check that the SophosSAU<computername> in Active Directory doesn't have a disk quota limit set to a very low limit, e.g. 50MB. It is best not to apply a quota to this.