Views:

Summary

The Autoupdate utility encounters an error, Mysupport Site unavailable or SOCS Site unavailable. Catalogic Software has moved the auto-update service to a new URL: https://autoupdate.catalogicsoftware.com/support/ The old URL will still work to prevent any unexpected issues. However, we request that you update your settings for the auto-update service to point to the new URL.

 

Symptoms

After launching the Autoupdate utility and entering the login and password, you may encounter a SOCS Site unavailable error, indicating that the MySupport site is not available, even when the site is currently up and running.

 

Resolution

Catalogic Software has moved the auto-update service to a new URL: https://autoupdate.catalogicsoftware.com/support/

 

Resolution 1: DPX 4.3.1 (Patch 0071 or Newer)

To update the MySupport URL on DPX 4.3.1 (patch 0071 or newer):

  1. In the DPX management console, open the Help menu.
  2. Select Autoupdate DPX.
  3. Select Advanced.
  4. Change the Software Site URL from https://www.syncsort.com/support/ to https://autoupdate.catalogicsoftware.com/support/ . (please note the / at the end) 
  5. Click OK.

Resolution 2: DPX 4.3 or Older

To update the MySupport URL using DPX 4.3 or older, you must update the MySupport URL in the config.txt file:

  1. Shut down the Autoupdate agent service on the master server. 
    • For Windows, under Services, stop Autoupdate Master Agent service.
    • For Linux, run ./sscmagent stop autoupdate from the /misc subdirectory under the installation product directory.
  2. Open the config.txt file on the master server. Note that the config.txt file is found in the /updates subdirectory under the installation product directory on the master server.
    • The default location for Windows is C:\Program Files\<ProductDirectory>\updates.
    • The default location for Linux is /opt/<ProductDirectory>/updates.
  3. Locate the line that starts with master|agent|socsSite. Determine if this line incorrectly references the older MySupport URL, https://www.syncsort.com/support/.
  4. Edit the line to read  https://autoupdate.catalogicsoftware.com/support/.   (please note the / at the end) 
  5. Save the file.
  6. Restart the service.
    • For Windows, under Services, start Autoupdate Master Agent service.
    • For Linux, run ./sscmagent start autoupdate from the /misc subdirectory under the installation product directory.

Below is a sample section of the config.txt file, with incorrect information appearing in bold:

===================================================================

############ SOCS WEB SERVICE INFO ########################## 
#
# The first two parameters are set by the GUI. The password becomes
# encrypted. Do not set these values here.
#
#####################################################################
master|product|socsLoginUser|<socs_user>
master|product|socsLoginPassword|<socs_upwd>
master|agent|socsProxyHost|none
master|agent|socsProxyPort|0
master|agent|socsSite|https://www.example.com/support/
master|product|savePasswords|yes

=====================================================================

Resolution 3: Proxy Server Configuration

By default the Autoupdate agent is not configured for proxy servers. If a proxy server is used within your environment you must configure the Autoupdate agent for proxy servers.

To reconfigure the Autoupdate agent to include the proxy server settings:
 

  1. Shut down the Autoupdate agent service on the master server. 
    • For Windows, under Services, stop Autoupdate Master Agent service.
    • For Linux, run ./sscmagent stop autoupdate from the /misc subdirectory under the installation product directory.
  1. Open the config.txt file on the master server. Note that the config.txt file is found in the /updates subdirectory under the installation product directory on the master server.
    • The default location for Windows is C:\Program Files\<ProductDirectory>\updates.
    • The default location for Linux is /opt/<ProductDirectory>/updates.
  2. Look for the following lines:
    • master|agent|socsProxyHost|none
    • master|agent|socsProxyPort|0
  3. Modify the lines to include the proxy server hostname and port number (example shows proxy1:8080):
    • master|agent|socsProxyHost|proxy1
    • master|agent|socsProxyPort|8080
  4. Save the file.
  5. Restart the Autoupdate Client Agent service.
  • For Windows, under Services, start Autoupdate Master Agent service.
  • For Linux, run ./sscmagent start autoupdate from the /misc subdirectory under the installation product directory.

Below is a sample section of the config.txt file, with updated information appearing in bold:

===================================================================

############ SOCS WEB SERVICE INFO ########################## 
#
# The first two parameters are set by the GUI. The password becomes
# encrypted. Do not set these values here.
#
#####################################################################
master|agent|socsProxyHost|proxy1
master|agent|socsProxyPort|8080
master|agent|socsSite|https://autoupdate.catalogicsoftware.com/support/
=====================================================================

Resolution 4: Incorrect User ID

Enter the full email address as the Catalogic Software Online User ID. For example, abc@xyz.com.

If only the User Name is entered without the full ID@domain name, the login fails with message "SOCS Authentication failed".