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Sophos 'Unable to connect to Primary Server 'and threats detected!

gk

Hi ,

I can't update Sophos online as it tells me I am 'unable to connect to Primary Sever'.When I looked at the anti-virus log it showed a corrupt file error and a threat detected at the same time as the primary server access went down, which seems like it would be linked! I ran a quarantine scan on the named file in my cache, but no threats came up...

Here is an abbreviated version of the log in case it sheds some light.....

Any suggestions much appreciated.

Many thanks

Error:    Could not contact primary server at 08:54 on 18 October 2011
com.sophos.autoupdate:     Access was denied
com.sophos.autoupdate:
com.sophos.intercheck: Corrupt file: /Users/....... /Downloads/e2S6KPoB.doc.part
com.sophos.autoupdate: Error:    Could not contact primary server at 09:54 on 18 October 2011
com.sophos.intercheck: 2011-10-18 10:57:38 +0100 Threat: 'Exp/MS04-028' detected in /Users/....... /Library/Caches/Firefox/Profiles/qmypr6ys.default/Cache/8/F4/E94AFd01
com.sophos.intercheck:                              Access to the file denied

:1004193


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  • 0

    I'd suggest running Sophos Remove and re-running the installer -- your copy has failed to update to version 8.0.5, and is no longer performing detection updates  It's possible that the download got interrupted and the updater is now in a state where it can't complete the update.

    The error message itself was first reported almost immediately after product launch because there are many specific things that can cause your computer to be unable to connect to the primary server; all it is saying is that requests to connect to the update server are failing.  For some people's connection problems, there is indeed a quick fix, for others, the problem can be more convoluted (such as disabling WiFi, connecting once direct through Ethernet, clicking on the date/time in the menu bar, rebooting, changing router firewall settings, etc.).

    The helpline, as it is for a different product, is not available to Home Edition customers, but they do note things and add them to incident logs.

    :1008325
Reply
  • 0

    I'd suggest running Sophos Remove and re-running the installer -- your copy has failed to update to version 8.0.5, and is no longer performing detection updates  It's possible that the download got interrupted and the updater is now in a state where it can't complete the update.

    The error message itself was first reported almost immediately after product launch because there are many specific things that can cause your computer to be unable to connect to the primary server; all it is saying is that requests to connect to the update server are failing.  For some people's connection problems, there is indeed a quick fix, for others, the problem can be more convoluted (such as disabling WiFi, connecting once direct through Ethernet, clicking on the date/time in the menu bar, rebooting, changing router firewall settings, etc.).

    The helpline, as it is for a different product, is not available to Home Edition customers, but they do note things and add them to incident logs.

    :1008325
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