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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

    safari was updated 3-18-15,any link ?

    :1020476
  • 0

    I got the following:

    ; <<>> DiG 9.8.3-P1 <<>> dci.sophosupd.com
    ;; global options: +cmd
    ;; Got answer:
    ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 34022
    ;; flags: qr rd ra; QUERY: 1, ANSWER: 3, AUTHORITY: 0, ADDITIONAL: 0

    ;; QUESTION SECTION:
    ;dci.sophosupd.com.        IN    A

    ;; ANSWER SECTION:
    dci.sophosupd.com.    226    IN    CNAME    sophos.vo.llnwd.net.
    sophos.vo.llnwd.net.    185    IN    A    208.111.161.254
    sophos.vo.llnwd.net.    185    IN    A    208.111.160.6

    ;; Query time: 32 msec
    ;; SERVER: 192.168.1.1#53(192.168.1.1)
    ;; WHEN: Thu Mar 19 15:29:58 2015
    ;; MSG SIZE  rcvd: 100

    :1020477
  • 0
    cminus wrote:

    I got the following:

    ; <<>> DiG 9.8.3-P1 <<>> dci.sophosupd.com
    ;; global options: +cmd
    ;; Got answer:
    ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 34022
    ;; flags: qr rd ra; QUERY: 1, ANSWER: 3, AUTHORITY: 0, ADDITIONAL: 0

    ;; QUESTION SECTION:
    ;dci.sophosupd.com.        IN    A

    ;; ANSWER SECTION:
    dci.sophosupd.com.    226    IN    CNAME    sophos.vo.llnwd.net.
    sophos.vo.llnwd.net.    185    IN    A    208.111.161.254
    sophos.vo.llnwd.net.    185    IN    A    208.111.160.6

    ;; Query time: 32 msec
    ;; SERVER: 192.168.1.1#53(192.168.1.1)
    ;; WHEN: Thu Mar 19 15:29:58 2015
    ;; MSG SIZE  rcvd: 100

    Very helpful, thanks. This is what "correct" responses look like, and obviously we've got more digging to do.

    :1020478

    ---

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

  • 0
    peterpoland wrote:

    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?

    You should be able to update in France or the UK - we don't block your updates by region. You are suffering the same outage as everyone else. Our operations team is working on it.

    :1020479

    ---

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

  • 0

    I'm also seeing issues in TX...

     

    ; <<>> DiG 9.8.3-P1 <<>> http://dci.sophosupd.com/

    ;; global options: +cmd

    ;; Got answer:

    ;; ->>HEADER<<- opcode: QUERY, status: NXDOMAIN, id: 3987

    ;; flags: qr rd ra; QUERY: 1, ANSWER: 0, AUTHORITY: 1, ADDITIONAL: 0

     

    ;; QUESTION SECTION:

    ;http://dci.sophosupd.com/. IN A

     

    ;; AUTHORITY SECTION:

    . 10800 IN SOA a.root-servers.net. nstld.verisign-grs.com. 2015031901 1800 900 604800 86400

     

    ;; Query time: 109 msec

    ;; SERVER: 192.168.1.254#53(192.168.1.254)

    ;; WHEN: Thu Mar 19 14:38:14 2015

    ;; MSG SIZE  rcvd: 118

    :1020480
  • 0

     dci.sophosupd.com ping returned 168.142.118.4

    (second return)

    dci.sophosupd.com ping returned 168.142.118.254

    d1.sophosupd.com ping returned 168.142.118.254

    d2.sophosupd.com ping returned 168.142.118.254

    :1020481
  • 0

    Thanks for replying Bob. Much appreciated. 

    :1020483
  • 0

    Can you please re-try updating now, hopefully it will be successful!

    :1020484
  • 0

    YES. Works again!

    Many thanks from Germany (Berlin)

    :1020486
  • 0

    Well, I am a bit OCD so I didn't just dig for the dci host, but for all three names originally given by the Sophos technical director fellow. Output below was obtained approximately 3:10pm CDT on 19 Mar 2015...

    Last login: Thu Mar 19 08:20:41 CDT on console

    $ dig dci.sophosupd.com

    ; <<>> DiG 9.6-ESV-R4-P3 <<>> dci.sophosupd.com
    ;; global options: +cmd
    ;; Got answer:
    ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 47719
    ;; flags: qr rd ra; QUERY: 1, ANSWER: 4, AUTHORITY: 8, ADDITIONAL: 8

    ;; QUESTION SECTION:
    ;dci.sophosupd.com.        IN    A

    ;; ANSWER SECTION:
    dci.sophosupd.com.    300    IN    CNAME    dci.sophosupd.com.edgesuite.net.
    dci.sophosupd.com.edgesuite.net. 9028 IN CNAME    a334.g.akamai.net.
    a334.g.akamai.net.    20    IN    A    96.16.7.43
    a334.g.akamai.net.    20    IN    A    96.16.7.82

    ;; AUTHORITY SECTION:
    g.akamai.net.        461    IN    NS    n3g.akamai.net.
    g.akamai.net.        461    IN    NS    n2g.akamai.net.
    g.akamai.net.        461    IN    NS    n6g.akamai.net.
    g.akamai.net.        461    IN    NS    n4g.akamai.net.
    g.akamai.net.        461    IN    NS    n5g.akamai.net.
    g.akamai.net.        461    IN    NS    n1g.akamai.net.
    g.akamai.net.        461    IN    NS    n0g.akamai.net.
    g.akamai.net.        461    IN    NS    n7g.akamai.net.

    ;; ADDITIONAL SECTION:
    n1g.akamai.net.        5718    IN    A    128.177.164.30
    n7g.akamai.net.        2048    IN    A    63.233.92.103
    n4g.akamai.net.        5294    IN    A    63.233.92.92
    n0g.akamai.net.        3447    IN    A    128.177.164.25
    n5g.akamai.net.        2789    IN    A    23.72.137.92
    n6g.akamai.net.        619    IN    A    63.233.92.102
    n2g.akamai.net.        6803    IN    A    209.95.152.36
    n3g.akamai.net.        1549    IN    A    96.7.41.87

    ;; Query time: 2162 msec
    ;; SERVER: 64.134.255.10#53(64.134.255.10)
    ;; WHEN: Thu Mar 19 15:07:59 2015
    ;; MSG SIZE  rcvd: 412



    $ dig d1.sophosupd.com

    ; <<>> DiG 9.6-ESV-R4-P3 <<>> d1.sophosupd.com
    ;; global options: +cmd
    ;; Got answer:
    ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 32829
    ;; flags: qr rd ra; QUERY: 1, ANSWER: 3, AUTHORITY: 2, ADDITIONAL: 2

    ;; QUESTION SECTION:
    ;d1.sophosupd.com.        IN    A

    ;; ANSWER SECTION:
    d1.sophosupd.com.    300    IN    CNAME    sophos.vo.llnwd.net.
    sophos.vo.llnwd.net.    350    IN    A    68.142.122.70
    sophos.vo.llnwd.net.    350    IN    A    68.142.123.254

    ;; AUTHORITY SECTION:
    llnwd.net.        1342    IN    NS    dns12.llnwd.net.
    llnwd.net.        1342    IN    NS    dns14.llnwd.net.

    ;; ADDITIONAL SECTION:
    dns14.llnwd.net.    152009    IN    A    69.28.143.14
    dns12.llnwd.net.    88064    IN    A    69.28.143.12

    ;; Query time: 120 msec
    ;; SERVER: 64.134.255.10#53(64.134.255.10)
    ;; WHEN: Thu Mar 19 15:08:41 2015
    ;; MSG SIZE  rcvd: 171



    $ dig d2.sophosupd.com

    ; <<>> DiG 9.6-ESV-R4-P3 <<>> d2.sophosupd.com
    ;; global options: +cmd
    ;; Got answer:
    ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 61055
    ;; flags: qr rd ra; QUERY: 1, ANSWER: 3, AUTHORITY: 2, ADDITIONAL: 2

    ;; QUESTION SECTION:
    ;d2.sophosupd.com.        IN    A

    ;; ANSWER SECTION:
    d2.sophosupd.com.    248    IN    CNAME    sophos.vo.llnwd.net.
    sophos.vo.llnwd.net.    345    IN    A    68.142.122.70
    sophos.vo.llnwd.net.    345    IN    A    68.142.123.254

    ;; AUTHORITY SECTION:
    llnwd.net.        1344    IN    NS    dns14.llnwd.net.
    llnwd.net.        1344    IN    NS    dns13.llnwd.net.

    ;; ADDITIONAL SECTION:
    dns14.llnwd.net.    163330    IN    A    69.28.143.14
    dns13.llnwd.net.    148420    IN    A    69.28.143.13

    ;; Query time: 83 msec
    ;; SERVER: 64.134.255.10#53(64.134.255.10)
    ;; WHEN: Thu Mar 19 15:08:53 2015
    ;; MSG SIZE  rcvd: 171

    $

    :1020487
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