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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

    Using Sophos Anti-Virus Home Edition version 9.2.4 on OS X 10.9.5

    Sophos AutoUpdate Status message when I attempt to update:

    Could not contact primary server. URL Error: 19 March 2015 13:57

    Ping is responding fine. Here are the IPs returned when I ping:

    dci.sophosupd.com: 208.111.168.7

    d1.sophosupd.com: 208.111.160.6

    d2.sophosupd.com: 208.111.160.6

    :1020462
  • 0

    Same problem in Germany, Hamburg!

    Here is a copy of  Sophos Anti-Virus.log

    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 16:26:12 19 March 2015
    com.sophos.autoupdate: Updating catalogue information at 16:26:13 19 March 2015
    com.sophos.autoupdate: Catalogue updated at 16:26:18 19 March 2015
    com.sophos.autoupdate: Error: Failed to get remote version at 16:26:18 19 March 2015
    com.sophos.autoupdate: Failed to authenticate at 16:26:18 19 March 2015
    com.sophos.autoupdate: Fehler: Keine Verbindung zu Primärer Server um 16:26 am 19 März 2015
    com.sophos.autoupdate: Zugriff verweigert
    com.sophos.autoupdate:

    :1020464
  • 0

    Same problem, as of 19 March, 2015.  Menubar icon has an "X" in it.  

    Hey Sophos: I know this is a free service for home Mac users, but how about a secondary server and at least a more informative error message (telling us you are aware of the problem)?

    :1020465
  • 0

    This is what I got when I tried the links:

    Forbidden

    You don't have permission to access /dci.sophosupd.com/index.html on this server.

    Sophos d1 Site

    Connection Successful

    Sophos d2 Site

    Connection Successful

    My error message on the Sophos log is:

    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 13:46:09 19 March 2015

    com.sophos.autoupdate: Updating catalogue information at 13:46:10 19 March 2015

    com.sophos.autoupdate: Catalogue updated at 13:46:13 19 March 2015

    com.sophos.autoupdate: Error: Failed to get remote version at 13:46:13 19 March 2015

    com.sophos.autoupdate:       Failed to authenticate at 13:46:13 19 March 2015

    com.sophos.autoupdate: Error:            Could not contact primary server at 13:46 on 19 March 2015

    com.sophos.autoupdate:             URL is invalid

    :1020466
  • 0

    Quick, I need your help...anyone...

    My Sophos Anti-Virus Software is not working and I am not sure why??

    As I try to download the latest update, the update window reads: Could not contact primary server  URL Error: 19 March 2015 11:48

    And no download is happening. There still continues to be a letter X in the middle of the Sophos Shield Icon that is on my Mac computer screen, replacing the letter S that is normally there, indicating that the Anti-virus software is not working.

    Your help in restoring this software back to where/when it was working is greatly appreciated...

    Thank you

    :1020467
  • 0

    dci.sophosupd.com / 68.142.93.133: icmp_seq=0 ttl=57 time=1584.345 ms

    d1.sophosupd.com / 68.142.93.254: icmp_seq=0 ttl=58 time=126.932 ms

    d2.sophosupd.com / 68.142.93.133: icmp_seq=0 ttl=57 time=819.720 ms

    :1020468
  • 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
  • 0

    I have the same problem on 3 different macs.  One using Yosemite and 2 using Snow Leopard.  I'm tech savy and I think that with the number of people with this problem, Sophos needs to check their end.  Or at the very least provide a workaround.

    If the whole world thinks your sick, you lie down....that's a joke Sophos 

    :1020473
  • 0
    This phenomenon may be due to infrastructure that is incorrectly caching DNS names. One good test is to run “dig dci.sophosupd.com” to see if it returns a CNAME for “sophos.vo.llnwd.net” - if not, the DNS record is stale. The output of the "dig" command shows the number of seconds that the record should be cached for. In my case, it gave a number of around 150 seconds. Knowing what you see could be very helpful.
    :1020474

    ---

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

  • 0

    Me too. Message in a little box pops up saying: 'could not contact primary server. Authentification error'.

    So cannot download updates. I am in France at the moment (not in UK). Can this have anything to do with it refusing to download updates?

    :1020475
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