EM Library: freezes when downloading packages
Issue
When using EM Library, version 1.3.2 , when you click on 'Download packages' to obtain new updates, it freezes on the progress screen with the bouncing ball.
Sophos product and version
EM Library, version 1.3.2,
Enterprise Console 3.0
Operating system
Windows 2003 SP2
What to do
- Make sure there are no problems with the dlloader.exe process by following knowledgebase article 30768.
- Try the following:
- Browse to the Library share, e.g. \\servername\sophosem and then the files folder.
- Check what was the latest dat file downloaded, and compare the size of the dat file to one on your test machine.
- If the size of the file differs, see whether you can download the file manually by going to: http://es-latest-3.sophos.com/update/files/ and adding the name of the dat file at the end (http://es-latest-3.sophos.com/update/files/000116eb.dat)
- If the file doesn't download correctly, then it may be the firewall/web software causing the issue.
- Email the user the required dat file, make sure you end the dllloader.exe process if currently running.
- Then replaced the file dat file within \\servername\sophosem\files
- Then click on download packages in the EM library and monitor the progress of the download.
- If the same problem occurs after downloading the next set of dat files, follow through this process again.
If you need more information or guidance, then please contact technical support.
- Article ID: 36724
- Created: 7 Apr 2008
- Last updated: 24 Oct 2008
