During these days we faced several devices with below error (on Sophos Central console)
Failed to install sme64: general error
Due to this error no updates was no longer received on endpoints.
This is Sophos article that fixed problem (certificate error)
https://support.sophos.com/support/s/article/KB-000043788?language=en_US
[update 2022.10.13]
Here it is a similar article that could be useful to be applied:
Sophos Central: Installation Failures due to Automatic Root Certificates Update being disabled
https://support.sophos.com/support/s/article/KB-000044065?language=en_US&name=KB-000044065
Sophos Central: Locate the Central Endpoint SSL certificate
https://support.sophos.com/support/s/article/KB-000036882?language=en_US&name=KB-000036882
Consider that, in my expirience, it could be useful, navigate to below weblink
https://trusted-root-g4.chain-demos.digicert.com/
or apply, original sophos article, related to below steps:
- Access the file referenced in the log:
C:\Program Files\Sophos\Sophos ML Engine\ML1\docmodel\<timestamp>\docmodel.dll- Note: In this case,
<timestamp>is the name of the folder specific to the device.
- Note: In this case,
- Access the Properties of the file
docmodel.dll. - Click the Digital Signatures tab.
- Select Sophos Ltd in the Signature list and click Details.
- Click View Certificate and then click the Install Certificate...
- On the Certificate Import Wizard select Store Location Local Machine and click Next.
- Leave the default option Automatically select the certificate store based on the type of certificate selected and click Next, then Finish.
- The message 'The import was successful' should be displayed. Click OK to exit the windows.
- Once imported, on the next update the Sophos ML Engine should install.
