Software license change has caused Sophos Update Manager (SUM) to fail

  • Article ID: 117262
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  • Updated: 02 Jun 2015

Issue

After making a change to your Sophos license you may encounter problems with the Sophos Update Manager (SUM) failing to download particular packages which no longer exist in your subscription. The below errors maybe encounted:

Update Managers View:
Software delivery failed will be seen the 'Errors' column. You will also see either of the following messages in the 'Alerts' column against one or more of your Sophos Update Managers (SUM):

  • Software license has changed.
  • Software is not available.

When you right click on the Update Manager and select 'View Update Manager details' the following errors could be displayed:

  • 80040401 - Software Update failed.
  • 80040410 - Data read from the update source for software subscription [subscription-name] was invalid (e.g. corrupt or incomplete). 
  • 80040426 - Sophos product license has changed from [OldLicense] to [NewLicense]. Some product features may have changed.
  • 80040421 - Software subscription [SubscriptionPolicy] contained version {Version} of platform {Platform}. This version is not available, either because the product has been retired or your license has changed. Your subscription has been automatically updated.

  

The SumTrace log will display an error similar to the below extract. Details of the SUMTrace log can be found in the following article: 116523 

2015-05-15 16:42:54 : Cmd-ALL << [E402E][F26F7EC0-1302-4DA7-8B6B-A5383051D41A][F26F7EC0-1302-4DA7-8B6B-A5383051D41A][10.3.7.3530.2][] Synchronise operation failed when synchronising payload 'F26F7EC0-1302-4DA7-8B6B-A5383051D41A' because a package could not be found. Package: F26F7EC0-1302-4DA7-8B6B-A5383051D41A

If you have any endpoints updating for the affected warehouse you may also notice these endpoints stop updating: 



Applies to the following Sophos product(s) and version(s


Sophos Update Manager
Sophos Anti-Virus for Windows 2000+

Cause

Either a license change has taken place or the software subscribed to is no longer available.

What To Do

80040401:
  • Log onto the Enterprise Console Server (SEC).
  • Navigate to the Update Managers view.
  • Open the subscriptions and select ok.
  • A warning will be displayed to say you have modified the software subscription, select ok.
  • The config.xml should now be updated.
  • After doing this carry out a new update. This will trigger an update minus the retired/no longer available package(s).
  • This will need to be completed for all subscriptions.

After carrying out the above steps if any of the Endpoints are still pointing to the affected update location they will start to fail to update. The following error can be seen in the Computer details section of the endpoint:



0000006e:

This error appears as the endpoint is still pointing to an update location that no longer exists. To resolve this:

  • Locate the AutoUpdate policy that is applied to the affected machine(s).
  • Select the subscription tab.
  • From the drop down menu select an available subscription and click ok.
  • The Endpoint will now update successfully.

80040426 and 80040421:

These alert can be safely ignored however both alerts will need to be acknowledged. To do this:

  • Right-click on the computer name and select 'Acknowledge Alerts...'
  • Select the alerts to acknowledge.
  • Click on 'Acknowledge'.

Technical Information

Error code 80040421 relates to retirements of old versions of software.  When a product is approaching retirement, the console will display warning messages.

In a situation where a change of license occurs, this can result in the SUM installation being directed to a different URL to fetch updates. The product set available at the new URL may be different from the previous location used, to reflect new capabilities that are available in the new license. As part of switching between URLs, SUM retires its subscriptions to the products it previously used, and sets up new ones to corresponding products in the new location.

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

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