ERROR: Download of Sophos Management Communications System Endpoint failed from server when updating with an Enterprise Console managed installation.

  • Article ID: 118229
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  • Updated: 01 Jul 2013

Issue

Within the Sophos AutoUpdate logs you are likely to see a similar message stating a failure to download the Sophos Management Communications System Endpoint:

ERROR: Download of Sophos Management Communications System Endpoint failed from server \\servername\sophosupdate\cids\S001\SAVSCFXP\

First seen in

UTM Managed Endpoint (Windows 2000+)
Sophos Cloud Managed Endpoint
Sophos Anti-Virus for Windows 2000+

Cause

The Sophos Management Communications System Endpoint is only available as part of the UTM / SophosCloud Managed installer package which updates directly from Sophos.

If an endpoint has been managed by the UTM / SophosCloud and now is managed by the Enterprise Console then as a part of the uninstall and reinstall process, legacy Sophos AutoUpdate registry keys are left behind. The registry keys relate to Sophos Management Communications System Endpoint which results in the above message being shown.

Note: As the UTM / SophosCloud managed installer and the managed installer available from Enterprise Console are completely different, you cannot upgrade from either software package to the other.

What To Do

  1. Please read the warning about editing the registry.
  2. Start | Run | Type: regedit.exe | Press return.
  3. Then within the registry search for this Sophos hive and delete the GUID {8580B6E7-AD8F-4c42-8085-ABD5765C98C5}] key:

    32bit
    [HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\AutoUpdate\Products\{8580B6E7-AD8F-4c42-8085-ABD5765C98C5}]
    "ProductName"="Sophos Management Communications System Endpoint"
    "CidFolderPath"="mcsep"


    64bit
    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Products\{8580B6E7-AD8F-4c42-8085-ABD5765C98C5}]
    "ProductName"="Sophos Management Communications System Endpoint"
    "CidFolderPath"="mcsep"


  4. Then 'right-click' and the Sophos shield and choose 'Update Now'.
  5. Once the update has completed, check the Sophos AutoUpdate logs which should no longer state:

    Download of Sophos Management Communications System Endpoint  

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

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