00000002 Could not read from the update source location

  • N.º del artículo: 118472
  • Actualizado: 10 abr 2013

Issue

Sophos Update Manager (SUM) displays the below error in the 'View Update Manager Details' window under the Software subscriptions status heading:

00000002 Could not read from the update source location

Additionally:

  • When opening the console the following message may be displayed:
    The list of available products from Sophos has not yet been retrieved

  • The Enterprise Console dashboard may show an alert advising an Update Manager as stopped updating since the April 7th 2013:


  • The SUM LogViewer.exe program shows errors mentioning 'Bad certificate chain'.  See 'Technical Information' section at the bottom of this article for a log extract.

  • The SUM trace log contains errors mentioning 'Bad certificate chain'.  See 'Technical Information' section at the bottom of this article for a log extract.

First seen in

Sophos Update Manager

Cause

The installed version of Sophos Update Manager has not been updated with the latest root certificate. This results in downloads failing because they are signed with a newer certificate which doesn't match the installed root certificate.

What To Do

Sophos Enterprise Console 4.5 and later versions:

  1. Stop the Sophos Update Manager service.
  2. Download and extract SUMUpdateIDEFix.zip
  3. Double-click the extracted SUMUpdateIDEFix.exe, accept the EULA and continue with the installer.
  4. If prompted reboot the server. Otherwise start the Sophos Update Manager service.
  5. In Enterprise Console, in the Update Managers view, force an 'Update Now' from the Update Manager affected.

Sophos Control Center 4.x

  1. Download and install the Visual C++ 2005 SP1 Redistributable from Microsoft Visual C++ 2005 Service Pack 1 Redistributable Package MFC Security Update.
  2. Reboot the server.
  3. Stop the Sophos Update Manager service.
  4. Download and extract SUMUpdateIDEFix.zip
  5. Double-click the extracted SUMUpdateIDEFix.exe, accept the EULA and continue with the installer.
  6. If prompted reboot the server. Otherwise start the Sophos Update Manager service.
  7. Do one of the following according to whether you have Enterprise Console or Sophos Control Center:
    • In Enterprise Console, in the Update Managers view, force an 'Update Now' from the Update Manager affected.
    • In Sophos Control Center, select 'Update Now'.

Technical Information

The log extracts below are provide to give further information on the error message you may see.

  • The SUM LogViewer.exe program shows errors similar to:
    [DATE] [TIME] Error Synchronize operation failed when synchronizing product release '[product-name]'. Details: Bad certificate chain.
    [DATE] [TIME] Error Synchronize operation failed when synchronizing product release '[product-name]'. Details: Bad certificate chain.
    [DATE] [TIME] Error Synchronize operation failed when synchronizing product release '[product-name]'. Details: Bad certificate chain.
    [DATE] [TIME] Error Synchronize operation failed when synchronizing product release '[product-name]'. Details: Bad certificate chain.
    [DATE] [TIME] Error Failed to update the log viewer dictionary: 'Bad certificate chain.'.
    [DATE] [TIME] Error Failed to check update source status: 'Bad certificate chain.'.


  • The SUM trace log contains errors similar to:
    [DATE] [TIME] : Bad certificate chain.
    [DATE] [TIME] : Details: Catalogue - 087cbf1a3bfe2da7b1745ac22844df7cx000.xml
    [DATE] [TIME] : Details: Signature - 0dbcdddc32faaacaca8e41bf7d52ca3dx000.xml
    [DATE] [TIME] : Cmd-ALL << [E4017][0][Bad certificate chain.] Failed to check warehouse status.
    [DATE] [TIME] : Cmd-ALL << [E400D][ActionUpdateMetadata][DispatcherPrograms-[DATE]T09-04-05-1] Action 'ActionUpdateMetadata' with caller 'DispatcherPrograms-[DATE]T09-04-05-1' failed!
    [DATE] [TIME] : Cmd-ALL << [E400E][DispatcherPrograms-[DATE]T09-04-05-1] Event with dispatcher ID 'DispatcherPrograms-[DATE]T09-04-05-1' failed to execute.
    [DATE] [TIME] : Cmd-ALL << [I1021][ActionUpdateLogViewerDictionaries][DispatcherPrograms-[DATE]T09-04-05-1] Action 'ActionUpdateLogViewerDictionaries' with caller 'DispatcherPrograms-[DATE]T09-04-05-1' started...
    [DATE] [TIME] : Bad certificate chain.
    [DATE] [TIME] : Details: Catalogue - 087cbf1a3bfe2da7b1745ac22844df7cx000.xml
    [DATE] [TIME] : Details: Signature - 0dbcdddc32faaacaca8e41bf7d52ca3dx000.xml
    [DATE] [TIME] : Cmd-ALL << [E4039][0][Bad certificate chain.] Failed to update the log viewer dictionary.

 
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