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Failed To Download Update / Could not contact primary server

cminus

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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Parents
  • 0

    Same problem.... FIX IT; it's obviously a problem on Sophos' end

    here are some logs:

    com.sophos.intercheck: Warning: Useful life of Sophos Anti-Virus has been exceeded
    com.sophos.intercheck:
    com.sophos.intercheck: Info: On-access scanner started at 12:21 on 19 March 2015
    com.sophos.intercheck:
    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 12:21:27 19 March 2015
    com.sophos.autoupdate: Updating catalogue information at 12:21:28 19 March 2015
    com.sophos.autoupdate: Catalogue updated at 12:21:29 19 March 2015
    com.sophos.autoupdate: Error: Failed to get remote version at 12:21:29 19 March 2015
    com.sophos.autoupdate: Failed to authenticate at 12:21:29 19 March 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 12:21 on 19 March 2015
    com.sophos.autoupdate: Access was denied
    com.sophos.autoupdate:
    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 12:21:36 19 March 2015
    com.sophos.autoupdate: Updating catalogue information at 12:21:36 19 March 2015
    com.sophos.autoupdate: Catalogue updated at 12:21:37 19 March 2015
    com.sophos.autoupdate: Error: Failed to get remote version at 12:21:37 19 March 2015
    com.sophos.autoupdate: Failed to authenticate at 12:21:37 19 March 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 12:21 on 19 March 2015
    com.sophos.autoupdate: Access was denied
    com.sophos.autoupdate:
    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 12:31:13 19 March 2015
    com.sophos.autoupdate: Updating catalogue information at 12:31:13 19 March 2015
    com.sophos.autoupdate: Catalogue updated at 12:31:14 19 March 2015
    com.sophos.autoupdate: Error: Failed to get remote version at 12:31:14 19 March 2015
    com.sophos.autoupdate: Failed to authenticate at 12:31:14 19 March 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 12:31 on 19 March 2015
    com.sophos.autoupdate: Access was denied
    com.sophos.autoupdate:
    com.sophos.autoupdate: Sophos AutoUpdate
    com.sophos.autoupdate: Version 9.2.2
    com.sophos.autoupdate: Copyright © 1989-2013 Sophos Ltd. All rights reserved.
    com.sophos.autoupdate:
    com.sophos.intercheck: Info: ic_worker_start: kext not found, attempting to load at 12:33 on 19 March 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Sophos Anti-Virus
    com.sophos.intercheck: Version 5.06, 16 September 2014
    com.sophos.intercheck: Includes detection for 7754651 viruses, trojans and worms
    com.sophos.intercheck: Copyright (c) 1989-2012 Sophos Ltd, www.sophos.com
    com.sophos.intercheck:
    com.sophos.intercheck:
    com.sophos.intercheck:
    com.sophos.intercheck:
    com.sophos.intercheck:
    com.sophos.intercheck: Warning: Useful life of Sophos Anti-Virus has been exceeded
    com.sophos.intercheck:
    com.sophos.intercheck: Info: On-access scanner started at 12:33 on 19 March 2015
    com.sophos.intercheck:
    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 12:44:11 19 March 2015
    com.sophos.autoupdate: Updating catalogue information at 12:44:12 19 March 2015
    com.sophos.autoupdate: Catalogue updated at 12:44:13 19 March 2015
    com.sophos.autoupdate: Error: Failed to get remote version at 12:44:13 19 March 2015
    com.sophos.autoupdate: Failed to authenticate at 12:44:13 19 March 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 12:44 on 19 March 2015
    com.sophos.autoupdate: Access was denied
    com.sophos.autoupdate:
    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 12:47:53 19 March 2015
    com.sophos.autoupdate: Updating catalogue information at 12:47:53 19 March 2015
    com.sophos.autoupdate: Catalogue updated at 12:47:54 19 March 2015
    com.sophos.autoupdate: Error: Failed to get remote version at 12:47:54 19 March 2015
    com.sophos.autoupdate: Failed to authenticate at 12:47:54 19 March 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 12:47 on 19 March 2015
    com.sophos.autoupdate: Access was denied
    com.sophos.autoupdate:

    :1020472
Reply
  • 0

    Same problem.... FIX IT; it's obviously a problem on Sophos' end

    here are some logs:

    com.sophos.intercheck: Warning: Useful life of Sophos Anti-Virus has been exceeded
    com.sophos.intercheck:
    com.sophos.intercheck: Info: On-access scanner started at 12:21 on 19 March 2015
    com.sophos.intercheck:
    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 12:21:27 19 March 2015
    com.sophos.autoupdate: Updating catalogue information at 12:21:28 19 March 2015
    com.sophos.autoupdate: Catalogue updated at 12:21:29 19 March 2015
    com.sophos.autoupdate: Error: Failed to get remote version at 12:21:29 19 March 2015
    com.sophos.autoupdate: Failed to authenticate at 12:21:29 19 March 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 12:21 on 19 March 2015
    com.sophos.autoupdate: Access was denied
    com.sophos.autoupdate:
    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 12:21:36 19 March 2015
    com.sophos.autoupdate: Updating catalogue information at 12:21:36 19 March 2015
    com.sophos.autoupdate: Catalogue updated at 12:21:37 19 March 2015
    com.sophos.autoupdate: Error: Failed to get remote version at 12:21:37 19 March 2015
    com.sophos.autoupdate: Failed to authenticate at 12:21:37 19 March 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 12:21 on 19 March 2015
    com.sophos.autoupdate: Access was denied
    com.sophos.autoupdate:
    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 12:31:13 19 March 2015
    com.sophos.autoupdate: Updating catalogue information at 12:31:13 19 March 2015
    com.sophos.autoupdate: Catalogue updated at 12:31:14 19 March 2015
    com.sophos.autoupdate: Error: Failed to get remote version at 12:31:14 19 March 2015
    com.sophos.autoupdate: Failed to authenticate at 12:31:14 19 March 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 12:31 on 19 March 2015
    com.sophos.autoupdate: Access was denied
    com.sophos.autoupdate:
    com.sophos.autoupdate: Sophos AutoUpdate
    com.sophos.autoupdate: Version 9.2.2
    com.sophos.autoupdate: Copyright © 1989-2013 Sophos Ltd. All rights reserved.
    com.sophos.autoupdate:
    com.sophos.intercheck: Info: ic_worker_start: kext not found, attempting to load at 12:33 on 19 March 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Sophos Anti-Virus
    com.sophos.intercheck: Version 5.06, 16 September 2014
    com.sophos.intercheck: Includes detection for 7754651 viruses, trojans and worms
    com.sophos.intercheck: Copyright (c) 1989-2012 Sophos Ltd, www.sophos.com
    com.sophos.intercheck:
    com.sophos.intercheck:
    com.sophos.intercheck:
    com.sophos.intercheck:
    com.sophos.intercheck:
    com.sophos.intercheck: Warning: Useful life of Sophos Anti-Virus has been exceeded
    com.sophos.intercheck:
    com.sophos.intercheck: Info: On-access scanner started at 12:33 on 19 March 2015
    com.sophos.intercheck:
    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 12:44:11 19 March 2015
    com.sophos.autoupdate: Updating catalogue information at 12:44:12 19 March 2015
    com.sophos.autoupdate: Catalogue updated at 12:44:13 19 March 2015
    com.sophos.autoupdate: Error: Failed to get remote version at 12:44:13 19 March 2015
    com.sophos.autoupdate: Failed to authenticate at 12:44:13 19 March 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 12:44 on 19 March 2015
    com.sophos.autoupdate: Access was denied
    com.sophos.autoupdate:
    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 12:47:53 19 March 2015
    com.sophos.autoupdate: Updating catalogue information at 12:47:53 19 March 2015
    com.sophos.autoupdate: Catalogue updated at 12:47:54 19 March 2015
    com.sophos.autoupdate: Error: Failed to get remote version at 12:47:54 19 March 2015
    com.sophos.autoupdate: Failed to authenticate at 12:47:54 19 March 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 12:47 on 19 March 2015
    com.sophos.autoupdate: Access was denied
    com.sophos.autoupdate:

    :1020472
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