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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.

:1020416


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  • Folks, asking when this will be fixed is like asking,when will you  have to use the restroom again???   This is on SOPHOS's DNS services side, it's either a problem on thier own boxes or with Limelight Networks (notice if you do a whois on every IP you get bakc they all come from Limelight Networks), who onws the range of IP's we're all getting.  Likely SOPHOS uses Limelight and it will be done when it's done.

    I'm not trying to be rude, but If been doing this for 30+ years (yes I even had a DARPA net email address)  I can empathize with SOPHOS techs right now who are in a mad scramble all just for us and we're the FREE clients. If this is an issue for more than us then we are goimg to be a little lower on the poriority scale.

    They wil fix it, and as far as having to get updates everyday, if you investigate, while tbe service looks everyday we don't always get updates, a new virus or malware isn't invented everyday.  Relax, it'll work out, no one is going to heist your machine in the menatime.

    I apologize if this sounds rude, not my intent AT ALL  but these guys would be better off spending thier time on the issue than answerring us in posts. I doubt there was a new virus or malware def today anyway I haven't seen my file change once since it;s original update 4 days ago,.

    :1020457
Reply
  • Folks, asking when this will be fixed is like asking,when will you  have to use the restroom again???   This is on SOPHOS's DNS services side, it's either a problem on thier own boxes or with Limelight Networks (notice if you do a whois on every IP you get bakc they all come from Limelight Networks), who onws the range of IP's we're all getting.  Likely SOPHOS uses Limelight and it will be done when it's done.

    I'm not trying to be rude, but If been doing this for 30+ years (yes I even had a DARPA net email address)  I can empathize with SOPHOS techs right now who are in a mad scramble all just for us and we're the FREE clients. If this is an issue for more than us then we are goimg to be a little lower on the poriority scale.

    They wil fix it, and as far as having to get updates everyday, if you investigate, while tbe service looks everyday we don't always get updates, a new virus or malware isn't invented everyday.  Relax, it'll work out, no one is going to heist your machine in the menatime.

    I apologize if this sounds rude, not my intent AT ALL  but these guys would be better off spending thier time on the issue than answerring us in posts. I doubt there was a new virus or malware def today anyway I haven't seen my file change once since it;s original update 4 days ago,.

    :1020457
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