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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

    THis is what I'm seeing:

    $ dig dci.sophosupd.com

    ; <<>> DiG 9.8.3-P1 <<>> dci.sophosupd.com
    ;; global options: +cmd
    ;; Got answer:
    ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 43650
    ;; flags: qr rd ra; QUERY: 1, ANSWER: 4, AUTHORITY: 0, ADDITIONAL: 0

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

    ;; ANSWER SECTION:
    dci.sophosupd.com.    4    IN    CNAME    dci.sophosupd.com.edgesuite.net.
    dci.sophosupd.com.edgesuite.net. 8132 IN CNAME    a334.g.akamai.net.
    a334.g.akamai.net.    11    IN    A    23.62.7.11
    a334.g.akamai.net.    11    IN    A    23.62.7.19

    ;; Query time: 16 msec
    ;; SERVER: 192.168.1.1#53(192.168.1.1)
    ;; WHEN: Thu Mar 19 16:15:15 2015
    ;; MSG SIZE  rcvd: 140

    $ dig d1.sophosupd.com

    ; <<>> DiG 9.8.3-P1 <<>> d1.sophosupd.com
    ;; global options: +cmd
    ;; Got answer:
    ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 37911
    ;; flags: qr rd ra; QUERY: 1, ANSWER: 3, AUTHORITY: 0, ADDITIONAL: 0

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

    ;; ANSWER SECTION:
    d1.sophosupd.com.    8    IN    CNAME    sophos.vo.llnwd.net.
    sophos.vo.llnwd.net.    60    IN    A    68.142.118.254
    sophos.vo.llnwd.net.    60    IN    A    68.142.118.4

    ;; Query time: 0 msec
    ;; SERVER: 192.168.1.1#53(192.168.1.1)
    ;; WHEN: Thu Mar 19 16:19:47 2015
    ;; MSG SIZE  rcvd: 99

    $ dig d2.sophosupd.com

    ; <<>> DiG 9.8.3-P1 <<>> d2.sophosupd.com
    ;; global options: +cmd
    ;; Got answer:
    ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 1220
    ;; flags: qr rd ra; QUERY: 1, ANSWER: 3, AUTHORITY: 0, ADDITIONAL: 0

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

    ;; ANSWER SECTION:
    d2.sophosupd.com.    152    IN    CNAME    sophos.vo.llnwd.net.
    sophos.vo.llnwd.net.    344    IN    A    68.142.118.4
    sophos.vo.llnwd.net.    344    IN    A    68.142.118.254

    ;; Query time: 25 msec
    ;; SERVER: 192.168.1.1#53(192.168.1.1)
    ;; WHEN: Thu Mar 19 16:20:00 2015
    ;; MSG SIZE  rcvd: 99

    :1020488
  • 0
    zoom wrote:

    THis is what I'm seeing:

    $ dig dci.sophosupd.com

    ; <<>> DiG 9.8.3-P1 <<>> dci.sophosupd.com
    ;; global options: +cmd
    ;; Got answer:
    ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 43650
    ;; flags: qr rd ra; QUERY: 1, ANSWER: 4, AUTHORITY: 0, ADDITIONAL: 0

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

    ;; ANSWER SECTION:
    dci.sophosupd.com.    4    IN    CNAME    dci.sophosupd.com.edgesuite.net.
    dci.sophosupd.com.edgesuite.net. 8132 IN CNAME    a334.g.akamai.net.
    a334.g.akamai.net.    11    IN    A    23.62.7.11
    a334.g.akamai.net.    11    IN    A    23.62.7.19

    ;; Query time: 16 msec
    ;; SERVER: 192.168.1.1#53(192.168.1.1)
    ;; WHEN: Thu Mar 19 16:15:15 2015
    ;; MSG SIZE  rcvd: 140

    This is the expected response after some changes by our operations team. We now expect updates to be working properly.

    :1020489

    ---

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

  • 0

    Had the same the problem as everyone else with not being able to contact primary server. Running Mavericks 10.9.5 on a 2012 Imac. SAV Home edition 9.2.4. I ran the command that Brian Cook suggested, it appeared to be successful.

    ;; ANSWER SECTION:
    dci.sophosupd.com.    220    IN    CNAME    sophos.vo.llnwd.net.
    sophos.vo.llnwd.net.    12    IN    A    208.111.161.254
    sophos.vo.llnwd.net.    12    IN    A    208.111.160.6

    ;; Query time: 46 msec
    ;; SERVER: 192.168.0.1#53(192.168.0.1)
    ;; WHEN: Thu Mar 19 16:03:09 2015
    ;; MSG SIZE  rcvd: 100

    I registered to post the command, and before posting I tried a manual update and succesfully update my antiivrus defs at 16:13 EDT. So something is working, at least for the time being, at least for me. And it wasn't working early. Just rerun manul SAV update and was successful.

    :1020490
  • 0

    Still not working, though. I get:

    Could not contact primary server

    URL Error: 19 March 2015 16:21

    :1020491
  • 0

    Now working for me. Thanks for quick fix.

    :1020492
  • 0
    zoom wrote:

    Still not working, though. I get:

    Could not contact primary server

    URL Error: 19 March 2015 16:21

    Do you get the same address if you run "ping dci.sophosupd.com" at the command line? Could be that your machine is caching the old address, should clear itself up in a matter of minutes.

    :1020493

    ---

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

  • 0

    Working again in Germany 22:00 MET so a big thank you to the Sophos team and especially to Bob for hanging in there with us all.

    :1020495
  • 0

    Sorry, same as what? This is what I get:

    $ ping dci.sophosupd.com
    PING a334.g.akamai.net (23.0.160.17): 56 data bytes

    UPDATE: It's working now!

    :1020497
  • 0

    Working for me too now. Thanks for finally fixing it.

    I'm eating a steak AND a hamburger... mmmmm soo good in my mouth! 

    :1020499
  • 0

    Updates loading now!  Thanks for the prompt and successful response!

    :1020500
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