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Sophos Mac Anti-Virus Home Edition not updating

jelockwood1

I have the free Sophos Mac Home Edition installed on two Macs and it has been working fine for years. However today I notice both Macs are failing to update, they say 'Could not contact primary server'. I have working Internet connectivity as evidenced by my posting this message and I have even tried upgrading from version 8 to version 9 on one of the Macs, still no change.

I would guess either Sophos' server is down, or they have changed the address of the server without making sure the Mac software knows this (I have seen this happen before) or they have disabled the special login that Sophos Mac Home Edition uses to login to their server.

Is anyone else seeing a problem?

PS. How ironic, Sophos' own web forum spell-checker does not recognise the name Sophos. :smileywink:

:1013815


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  • 0

    I'm having the same problem... even did the same upgrade from 8 to 9...

    Odd :smileyfrustrated:

    :1013817
  • 0

    I am having the same problem. I thought upgrading to 9.x would solve the problem. It did not. When it fails I get these errors as shown by the log contents below:

    com.sophos.autoupdate: Updating catalogue information at 22:24:42 18 October 2013
    com.sophos.autoupdate: Catalogue updated at 22:24:43 18 October 2013
    com.sophos.autoupdate: Error: Failed to get remote version at 22:24:43 18 October 2013
    com.sophos.autoupdate: Error: Could not contact primary server at 22:24 on 18 October 2013
    com.sophos.autoupdate: Access was denied
    com.sophos.autoupdate:
    com.sophos.autoupdate: Updating catalogue information at 22:25:01 18 October 2013
    com.sophos.autoupdate: Catalogue updated at 22:25:01 18 October 2013
    com.sophos.autoupdate: Error: Failed to get remote version at 22:25:01 18 October 2013
    com.sophos.autoupdate: Error: Could not contact primary server at 22:25 on 18 October 2013
    com.sophos.autoupdate: Access was denied
    com.sophos.autoupdate:

    This has to be fixed pronto.

    :1013819
  • 0

    I have noticed the error today as well.

    com.sophos.autoupdate: Updating catalogue information at 15:58:42 18 October 2013
    com.sophos.autoupdate: Catalogue updated at 15:58:44 18 October 2013
    com.sophos.autoupdate: Error: Failed to get remote version at 15:58:44 18 October 2013
    com.sophos.autoupdate: Error:    Could not contact primary server at 15:58 on 18 October 2013
    com.sophos.autoupdate:     Access was denied
    com.sophos.autoupdate:
    com.sophos.autoupdate: Updating catalogue information at 16:33:08 18 October 2013
    com.sophos.autoupdate: Catalogue updated at 16:33:10 18 October 2013
    com.sophos.autoupdate: Error: Failed to get remote version at 16:33:10 18 October 2013
    com.sophos.autoupdate: Error:    Could not contact primary server at 16:33 on 18 October 2013
    com.sophos.autoupdate:     Access was denied
    com.sophos.autoupdate:
    com.sophos.autoupdate: Updating catalogue information at 16:34:24 18 October 2013
    com.sophos.autoupdate: Catalogue updated at 16:34:25 18 October 2013
    com.sophos.autoupdate: Error: Failed to get remote version at 16:34:25 18 October 2013
    com.sophos.autoupdate: Error:    Could not contact primary server at 16:34 on 18 October 2013
    com.sophos.autoupdate:     Access was denied
    com.sophos.autoupdate:
     

    :1013821
  • 0

    Same issue here.  Failed to download update.  Downloaded and installed version 9 but same issue where Sophos "Could not contact Primary Server"  Log details below

    com.sophos.autoupdate:
    com.sophos.autoupdate: Updating catalogue information at 23:04:50 18 October 2013
    com.sophos.autoupdate: Catalogue updated at 23:04:50 18 October 2013
    com.sophos.autoupdate: Error: Failed to get remote version at 23:04:50 18 October 2013
    com.sophos.autoupdate: Error: Could not contact primary server at 23:04 on 18 October 2013
    com.sophos.autoupdate: Access was denied
    com.sophos.autoupdate:
    com.sophos.autoupdate: Updating catalogue information at 23:11:17 18 October 2013
    com.sophos.autoupdate: Catalogue updated at 23:11:17 18 October 2013
    com.sophos.autoupdate: Error: Failed to get remote version at 23:11:17 18 October 2013
    com.sophos.autoupdate: Error: Could not contact primary server at 23:11 on 18 October 2013
    com.sophos.autoupdate: Access was denied
    com.sophos.autoupdate:

    :1013823
  • 0

    Same issue here today. Have been using ver. 8 for about a year now and no issues until today. Cannot connect to the server for updates. Un-installed and installed ver. 9... same deal there... no updates. Anyone have an answer from Sophos about this?

    Thank you.

    :1013825
  • 0

    Thank you for posting. I also have the same problem. I tried uninstalling and reinstalling Sophos, but it still has the 'x' on the icon. I'd love to find a solution for this soon.

    :1013829
  • 0

    Version 8 starting failing to update - authentication error. I updated to version 9. It's still failing. 

    :1013831
  • 0

    Same here......noticed it at work this mourning and upgraded to version 9 and still no luck.   Thought maybe it was our firewall or something at work and tried it at home and same thing.  

    Sophos has an issue somewhere.  Been down all day, its 11pm at night now.

    :1013833
  • 0

    Me too. I just went on the thread talking about version 9 and pointed it out. 

    :1013837
  • 0

    Same problem here and no obvious fix as yet that I can locate. Perhaps their server is down?

    :1013839
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