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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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  • 0
    atticusmabry wrote:

    1.  64 bytes from 208.111.160.6: icmp_seq=0 ttl=53 time=126.789 ms

    2. 64 bytes from 208.111.161.254: icmp_seq=0 ttl=52 time=32.738 ms

    3. 64 bytes from 208.111.160.6: icmp_seq=0 ttl=53 time=45.789 ms

    Thanks for the info, very helpful, our operations people are on it. Looks like is potentially an issue with our CDN (content distribution network).

    :1020427

    ---

    Bob Cook (bob.cook@sophos.com) Director, Software Development

  • 0

    I'm running SAV HE 9.2.4/TDE 3.58.1/TD 5.12 on MacOS X 10.6.8 Snow Leopard. (Hardware is a MacBookPro5,5.)

    My logfiles clearly show that the download-error began sometime between 7:10am CDT and 8:25am CDT on 19 Mar 2015. As of 10:35:20 CDT the error persists.

    The gist of all the error messages — both in the logfles, and as seen from the Finder menubar — is that the primary server could not be contacted due to an invalid URL.

    Some of the other reports in this thread may be identifying a different type of download error. Or perhaps how a single type of error is flagged depends upon the combination of SAV HE version and MacOS X version.

    :1020428
  • 0

    All three addresses show up as 208.111.161.254 for me.

    :1020429
  • 0

    Here's what I get.

    $ ping dci.sophosupd.com

    PING sophos.vo.llnwd.net (68.142.118.254): 56 data bytes
    64 bytes from 68.142.118.254: icmp_seq=0 ttl=56 time=26.326 ms

    $ ping d1.sophosupd.com
    PING sophos.vo.llnwd.net (68.142.118.254): 56 data bytes
    64 bytes from 68.142.118.254: icmp_seq=0 ttl=56 time=26.576 ms

    $ ping d2.sophosupd.com
    PING sophos.vo.llnwd.net (68.142.118.4): 56 data bytes

    64 bytes from 68.142.118.4: icmp_seq=0 ttl=56 time=38.901 ms

    :1020431
  • 0
    1. dci.sophosupd.com

    64 bytes from 87.248.210.254: icmp_seq=9 ttl=58 time=39.181 ms

    1. d1.sophosupd.com

    64 bytes from 87.248.210.253: icmp_seq=9 ttl=58 time=43.186 ms

    1. d2.sophosupd.com

    64 bytes from 87.248.210.253: icmp_seq=9 ttl=58 time=17.178 ms

    :1020432
  • 0

    I get 208.111.160.6 or 208.111.161.254 for each of the servers, but different ones for different servers at different times.

    :1020433
  • 0

    Same with me. Running Sophos Anti Virus on a Mac Yosemite 10.10.2. All was running fine until midday today, now I just get "Keine Verbindung zu Primärer Server" (Could not contact primary server) Authentication Error: 19. März 2015" I have tried reinstalling Sophos but that doesn't help, there is still no connection to the primary server.

    It would be great if this problem could be fixed soon Sophos - there are a lot of end users depending on you for anti virus protection.

    :1020435
  • 0

    PING sophos.vo.llnwd.net (208.111.148.7): 56 data bytes

     

     

    gotti

     

    [8:59 AM]

    PING sophos.vo.llnwd.net (208.111.148.7): 56 data bytes

    64 bytes from 208.111.148.7: icmp_seq=0 ttl=57 time=7.157 ms

     

     

    gotti

     

    [9:00 AM]

    PING sophos.vo.llnwd.net (208.111.148.6): 56 data bytes

    :1020436
  • 0

    dci.sophosupd.com resolves to sophos.vo.llnwd.net, IP# 68.142.122.70

    d1.sophosupd.com resolves to sophos.vo.llnwd.net, IP# 68.142.123.254.

    d2.sophosupd.com resolves to sophos.vo.llnwd.net, IP# 68.142.123.254.

    Hope this helps.

    :1020437
  • 0
    ScottC wrote:

    Our data centre team have taken a look at this one, could those affected please advise the IP address returned when pining the below addresses:

    1. dci.sophosupd.com
    2. d1.sophosupd.com
    3. d2.sophosupd.com

    I'm also getting the "Could not contact primary server" error. Pinging results in the following:

    1. 64 bytes from 87.248.221.254: icmp_seq=0 ttl=55 time=68.058 ms

    2. 64 bytes from 87.248.221.253: icmp_seq=0 ttl=54 time=31.943 ms

    3. 64 bytes from 87.248.221.253: icmp_seq=0 ttl=54 time=32.606 ms

    :1020438
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