This discussion has been locked.

You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Failed To Download Update / Could not contact primary server

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.

This thread was automatically locked due to age.

Parents

0 peterwor over 10 years ago

My results, from unable to contact primary server update eror
ping dci.sophosupd.com
PING sophos.vo.llnwd.net (208.111.161.254): 56 data bytes
64 bytes from 208.111.161.254: icmp_seq=0 ttl=50 time=33.419 ms
ping d1.sophosupd.com
PING sophos.vo.llnwd.net (208.111.161.254): 56 data bytes
64 bytes from 208.111.161.254: icmp_seq=0 ttl=50 time=40.227 ms
64 bytes from 208.111.161.254: icmp_seq=1 ttl=50 time=49.293 ms
ping d2.sophosupd.com
PING sophos.vo.llnwd.net (208.111.161.254): 56 data bytes
64 bytes from 208.111.161.254: icmp_seq=0 ttl=50 time=41.496 ms
64 bytes from 208.111.161.254: icmp_seq=1 ttl=50 time=53.051 ms
Wow, I just saw the other posts eveyone seems to resolving different IP through whatever DNS lookup's are being used. Do you purge your DNS caches regularly on, what I assume are probably Linux boxes ?
I even did it again afetr flushing my DNS caches and got the exact different name resolutions. Interesting, but they ALL (as in everyone here) belong to LimeLight Networks), So everytime you wait a coupleof minutes and ping the same DNS name you'll likely get a different IP, all belonging to LLN.
I assume that you have 3 servers all on the same subnet and net with only variations in the last tuple of Ithe IP address. (Just FYI tht really isn't good practice, they onviously have to be on the same subnet but it's often a lot safer to vary the last two tuples of the ip address of the DNS servers)
The fact that we are all resolving only one single IP address each pingn is interesting. Have you looked into YOUR / SOPHOS DNS srever(s) and flushed their cache or looked and the name file for any of these IP addresses. It has to be on your side, I'd bet tht 90% of us are using different DNS servers from our ISPs, to resolve those server names, so it's highly unlikel;y that they would all resolve to different addresses since they rarely update every day anyway. Got to be a glithch on SOPHOS side in your DNS inbound DNS resource balancers or ping pong balancers.
This has to be on SPHOS's side of their firewall, and likely an overrun DNS cache or a bad resolution service. If you're using Linux servers, I assume you have more than one, have you tried shutting all your DNS servers down and just rebooting one of them? That might make fiinding the problem easier. Normally if you use ping pong or resource load balance for your DNS servers that could be eliminated, if you try running on only one server and see if we all still resolve different addresses. All of us resolving different iP's couldn't be a regional thing, or our ISP's DNS issue, has to be on your side of the firewall.
I can also only assume but I'dbet you use Limelight Networks as you ISP, since every IP ehre belongs to them, correct ?
Let us know if yoy want us to try again.
Just my $.02
Cheers,
Peter
Sorry, but this is intreesting. I did a who is on the IP addresss I get.
whois 208.111.161.254
#
# ARIN WHOIS data and services are subject to the Terms of Use
# available at: https://www.arin.net/whois_tou.html
#
# If you see inaccuracies in the results, please report at
# http://www.arin.net/public/whoisinaccuracy/index.xhtml
#
# The following results may also be obtained via:
# http://whois.arin.net/rest/nets;q=208.111.161.254?showDetails=true&showARIN=false&ext=netref2
#
NetRange: 208.111.128.0 - 208.111.191.255
CIDR: 208.111.128.0/18
NetName: LLNW-3
NetHandle: NET-208-111-128-0-1
Parent: NET208 (NET-208-0-0-0-0)
NetType: Direct Allocation
OriginAS: AS22822
Organization: Limelight Networks, Inc. (LLNW)
RegDate: 2006-03-30
Updated: 2012-02-24
Comment: *** All abuse complaints must go to abuse (at)
Comment: limelightnetworks.com
Comment: Network reassignments available via rwhois.llnw.net:4321
Ref: http://whois.arin.net/rest/net/NET-208-111-128-0-1
OrgName: Limelight Networks, Inc.
OrgId: LLNW
Address: 2220 W. 14th Street
City: Tempe
StateProv: AZ
PostalCode: 85281
Country: US
RegDate: 2002-07-26
Updated: 2014-08-08
Ref: http://whois.arin.net/rest/org/LLNW
ReferralServer: rwhois://rwhois.llnw.net:4321
OrgTechHandle: LNAA-ARIN
OrgTechName: Limelight Networks ARIN Admin
OrgTechPhone: +1-602-850-5095
OrgTechEmail: arinadmin@limelightnetworks.com
OrgTechRef: http://whois.arin.net/rest/poc/LNAA-ARIN
OrgAbuseHandle: LNAD-ARIN
OrgAbuseName: Limelight Networks Abuse Dept
OrgAbusePhone: +1-602-850-5095
OrgAbuseEmail: ipadmin@limelightnetworks.com
OrgAbuseRef: http://whois.arin.net/rest/poc/LNAD-ARIN
RAbuseHandle: LNAD-ARIN
RAbuseName: Limelight Networks Abuse Dept
RAbusePhone: +1-602-850-5095
RAbuseEmail: ipadmin@limelightnetworks.com
RAbuseRef: http://whois.arin.net/rest/poc/LNAD-ARIN
RTechHandle: LNAA-ARIN
RTechName: Limelight Networks ARIN Admin
RTechPhone: +1-602-850-5095
RTechEmail: arinadmin@limelightnetworks.com
RTechRef: http://whois.arin.net/rest/poc/LNAA-ARIN
#
# ARIN WHOIS data and services are subject to the Terms of Use
# available at: https://www.arin.net/whois_tou.html
#
# If you see inaccuracies in the results, please report at
# http://www.arin.net/public/whoisinaccuracy/index.xhtml
#
:1020439
Cancel
Vote Up 0 Vote Down

Cancel

Reply

0 peterwor over 10 years ago

My results, from unable to contact primary server update eror
ping dci.sophosupd.com
PING sophos.vo.llnwd.net (208.111.161.254): 56 data bytes
64 bytes from 208.111.161.254: icmp_seq=0 ttl=50 time=33.419 ms
ping d1.sophosupd.com
PING sophos.vo.llnwd.net (208.111.161.254): 56 data bytes
64 bytes from 208.111.161.254: icmp_seq=0 ttl=50 time=40.227 ms
64 bytes from 208.111.161.254: icmp_seq=1 ttl=50 time=49.293 ms
ping d2.sophosupd.com
PING sophos.vo.llnwd.net (208.111.161.254): 56 data bytes
64 bytes from 208.111.161.254: icmp_seq=0 ttl=50 time=41.496 ms
64 bytes from 208.111.161.254: icmp_seq=1 ttl=50 time=53.051 ms
Wow, I just saw the other posts eveyone seems to resolving different IP through whatever DNS lookup's are being used. Do you purge your DNS caches regularly on, what I assume are probably Linux boxes ?
I even did it again afetr flushing my DNS caches and got the exact different name resolutions. Interesting, but they ALL (as in everyone here) belong to LimeLight Networks), So everytime you wait a coupleof minutes and ping the same DNS name you'll likely get a different IP, all belonging to LLN.
I assume that you have 3 servers all on the same subnet and net with only variations in the last tuple of Ithe IP address. (Just FYI tht really isn't good practice, they onviously have to be on the same subnet but it's often a lot safer to vary the last two tuples of the ip address of the DNS servers)
The fact that we are all resolving only one single IP address each pingn is interesting. Have you looked into YOUR / SOPHOS DNS srever(s) and flushed their cache or looked and the name file for any of these IP addresses. It has to be on your side, I'd bet tht 90% of us are using different DNS servers from our ISPs, to resolve those server names, so it's highly unlikel;y that they would all resolve to different addresses since they rarely update every day anyway. Got to be a glithch on SOPHOS side in your DNS inbound DNS resource balancers or ping pong balancers.
This has to be on SPHOS's side of their firewall, and likely an overrun DNS cache or a bad resolution service. If you're using Linux servers, I assume you have more than one, have you tried shutting all your DNS servers down and just rebooting one of them? That might make fiinding the problem easier. Normally if you use ping pong or resource load balance for your DNS servers that could be eliminated, if you try running on only one server and see if we all still resolve different addresses. All of us resolving different iP's couldn't be a regional thing, or our ISP's DNS issue, has to be on your side of the firewall.
I can also only assume but I'dbet you use Limelight Networks as you ISP, since every IP ehre belongs to them, correct ?
Let us know if yoy want us to try again.
Just my $.02
Cheers,
Peter
Sorry, but this is intreesting. I did a who is on the IP addresss I get.
whois 208.111.161.254
#
# ARIN WHOIS data and services are subject to the Terms of Use
# available at: https://www.arin.net/whois_tou.html
#
# If you see inaccuracies in the results, please report at
# http://www.arin.net/public/whoisinaccuracy/index.xhtml
#
# The following results may also be obtained via:
# http://whois.arin.net/rest/nets;q=208.111.161.254?showDetails=true&showARIN=false&ext=netref2
#
NetRange: 208.111.128.0 - 208.111.191.255
CIDR: 208.111.128.0/18
NetName: LLNW-3
NetHandle: NET-208-111-128-0-1
Parent: NET208 (NET-208-0-0-0-0)
NetType: Direct Allocation
OriginAS: AS22822
Organization: Limelight Networks, Inc. (LLNW)
RegDate: 2006-03-30
Updated: 2012-02-24
Comment: *** All abuse complaints must go to abuse (at)
Comment: limelightnetworks.com
Comment: Network reassignments available via rwhois.llnw.net:4321
Ref: http://whois.arin.net/rest/net/NET-208-111-128-0-1
OrgName: Limelight Networks, Inc.
OrgId: LLNW
Address: 2220 W. 14th Street
City: Tempe
StateProv: AZ
PostalCode: 85281
Country: US
RegDate: 2002-07-26
Updated: 2014-08-08
Ref: http://whois.arin.net/rest/org/LLNW
ReferralServer: rwhois://rwhois.llnw.net:4321
OrgTechHandle: LNAA-ARIN
OrgTechName: Limelight Networks ARIN Admin
OrgTechPhone: +1-602-850-5095
OrgTechEmail: arinadmin@limelightnetworks.com
OrgTechRef: http://whois.arin.net/rest/poc/LNAA-ARIN
OrgAbuseHandle: LNAD-ARIN
OrgAbuseName: Limelight Networks Abuse Dept
OrgAbusePhone: +1-602-850-5095
OrgAbuseEmail: ipadmin@limelightnetworks.com
OrgAbuseRef: http://whois.arin.net/rest/poc/LNAD-ARIN
RAbuseHandle: LNAD-ARIN
RAbuseName: Limelight Networks Abuse Dept
RAbusePhone: +1-602-850-5095
RAbuseEmail: ipadmin@limelightnetworks.com
RAbuseRef: http://whois.arin.net/rest/poc/LNAD-ARIN
RTechHandle: LNAA-ARIN
RTechName: Limelight Networks ARIN Admin
RTechPhone: +1-602-850-5095
RTechEmail: arinadmin@limelightnetworks.com
RTechRef: http://whois.arin.net/rest/poc/LNAA-ARIN
#
# ARIN WHOIS data and services are subject to the Terms of Use
# available at: https://www.arin.net/whois_tou.html
#
# If you see inaccuracies in the results, please report at
# http://www.arin.net/public/whoisinaccuracy/index.xhtml
#
:1020439
Cancel
Vote Up 0 Vote Down

Cancel

Children

No Data

Failed To Download Update / Could not contact primary server

Submitted a Tech Support Case lately from the Support Portal?