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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

    To start with...you are using the Home Edition correct?  If you open preferences, select the Auto Update tab, and then authenticate with the padlock the updating details are still grayed out right?

    If so I recommend trying the things in the list below.  Between each one try and update and keep an eye on the update log for different messages and errors.

    1. Check your Mac is connected to the internet.
    2. Reboot the Mac.
    3. Delete the current downloads, go back to the Downloads page and redownload it again.  Run over the top of the current install.
    4. Remove the existing installation (Type: remove sophos into Spotlight).  Reboot.  Run new download/installer.
    5. Further network/internet checking.  Pull the network cable/switch off the wifi and plug in/switch on again.
    6. Reboot (sometimes does the power of good).
    7. Post back the Sophos Anti-Virus.log extract of latest update attempts.

    Things like uninstalling/rebooting/re-downloading a new installer/reinstalling/rebooting have worked in the past but the steps above give more options to try and what things to check first.

    :1016099

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

Reply
  • 0

    To start with...you are using the Home Edition correct?  If you open preferences, select the Auto Update tab, and then authenticate with the padlock the updating details are still grayed out right?

    If so I recommend trying the things in the list below.  Between each one try and update and keep an eye on the update log for different messages and errors.

    1. Check your Mac is connected to the internet.
    2. Reboot the Mac.
    3. Delete the current downloads, go back to the Downloads page and redownload it again.  Run over the top of the current install.
    4. Remove the existing installation (Type: remove sophos into Spotlight).  Reboot.  Run new download/installer.
    5. Further network/internet checking.  Pull the network cable/switch off the wifi and plug in/switch on again.
    6. Reboot (sometimes does the power of good).
    7. Post back the Sophos Anti-Virus.log extract of latest update attempts.

    Things like uninstalling/rebooting/re-downloading a new installer/reinstalling/rebooting have worked in the past but the steps above give more options to try and what things to check first.

    :1016099

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

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