Failed To Download Update / Could not contact primary server

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cminus wrote:

This morning, the Sophos icon displayed an X in the center of the shield but wasn't grayed out, and the first entry on the menu was a grayed out "Failed To Download Update".  Choosing "Update Now" causes the Sophos AutoUpdate Status window to open, briefly display the "downloading" bar, then end with "Could not contact primary server" and "Authentication Error" followed by the date and time.  Looking into the console, I see that early this morning there were a number of messages regarding Sophos, almost all of them along the following lines: "3/19/15 7:28:22.685 AM SophosSXLD[137]: [SMESXLInterface.m:437] no DNS addresses found", and similar messages appear to go back to at least March 13.

Is there a problem with the Sophos server, and if so what's the prognosis?  Or is it something with my computer, and if so what should I do?  I'm running Sophos Home Edition 9.2.4 (Threat detection engine 3.58.1, Threat data 5.12) on a Mac running OSX 10.9.5.

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The message about "no DNS addresses found" is likely unrelated, it simply means that your computer probably wasn't connected to a valid network. The message is more of a temporary diagnostic message than a permanent failure.

The message from AutoUpdate about "Could not contact primary server" is definitely an issue preventing the product from updating, and could be an issue at your end, at our end, or somewhere in between (it really is hard to tell). Our support team is looking into the issue now, and it does seem likely its not at your end.

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cminus wrote:

This morning, the Sophos icon displayed an X in the center of the shield but wasn't grayed out, and the first entry on the menu was a grayed out "Failed To Download Update".  Choosing "Update Now" causes the Sophos AutoUpdate Status window to open, briefly display the "downloading" bar, then end with "Could not contact primary server" and "Authentication Error" followed by the date and time.  Looking into the console, I see that early this morning there were a number of messages regarding Sophos, almost all of them along the following lines: "3/19/15 7:28:22.685 AM SophosSXLD[137]: [SMESXLInterface.m:437] no DNS addresses found", and similar messages appear to go back to at least March 13.

Is there a problem with the Sophos server, and if so what's the prognosis?  Or is it something with my computer, and if so what should I do?  I'm running Sophos Home Edition 9.2.4 (Threat detection engine 3.58.1, Threat data 5.12) on a Mac running OSX 10.9.5.

---

The message about "no DNS addresses found" is likely unrelated, it simply means that your computer probably wasn't connected to a valid network. The message is more of a temporary diagnostic message than a permanent failure.

The message from AutoUpdate about "Could not contact primary server" is definitely an issue preventing the product from updating, and could be an issue at your end, at our end, or somewhere in between (it really is hard to tell). Our support team is looking into the issue now, and it does seem likely its not at your end.