Sophos Update Manager fails to download (error 'Cannot create stream' and 'Error during package synchronisation')

  • Article ID: 119590
  • Updated: 08 Oct 2013

Issue

During a Sophos Update Manager (SUM) download cycle, one or more specific files fail to download.  The Logviewer.exe program shows the following error.

Error Synchronize operation failed when synchronizing product release 'Windows Endpoint Security and Control'. Details: Cannot create stream http://d1....

The SUM trace logs will show errors similar to this:

2010-02-09 00:23:42 : Cmd-ALL << [I1012][2ce4958b86d9cc959335525dd477f76fx000.dat] Starting to synchronise file
'2ce4958b86d9cc959335525dd477f76fx000.dat'...
2010-02-09 00:23:42 : Error during package synchronisation: Cannot create stream
http://d1.sophosupd.com/update/2ce4958b86d9cc959335525dd477f76fx000.dat
2010-02-09 00:23:42 : Sync failure: Cannot create stream
http://d1.sophosupd.com/update/2ce4958b86d9cc959335525dd477f76fx000.dat
2010-02-09 00:23:43 : Sync failure: Cannot create stream

The most likely causes are:

  • a firewall blocking specific file types or similar (Sonicwall are great at doing this)
  • a cache server has not cached this file, and the packet is not routing to Sophos

First seen in

Sophos Update Manager

Cause

The most likely causes are:

  • a firewall blocking specific file types or similar (Sonicwall are great at doing this)
  • a cache server has not cached this file, and the packet is not routing to Sophos

What To Do

From the log file extract the filename of the file that fails to download and test whether this can be manually downloaded via a web browser.  See article 111843 for information on forming the correct URL.

If the file cannot be manually downloaded a proxy or firewall is most likely blocking the connection.  You can test further on a network that bypasses the perimeter protection to confirm.

You will most likely need to reconfigure your proxy/firewall to allow connections to the addresses and/or add additional file types.

 
If you need more information or guidance, then please contact technical support.

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