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Sophos MacHomeAV wont update - "Could Not Contact Primary Server"

Xannon

Hello,

Clicking "Update Now" in MacHomeAV returns an error everytime I attempt to run it. 

"Could Not Contact Primary Server"

"Error Ocurred: 3 Apr 2013 7:46"

Any ideas?

I have configured my Sophos username in the Preferences using my email address and credentials; I have indicated that the primary location should be "Sophos" and that I do not need a proxy to be utilized.

In addition here is a snippet from the log:

com.sophos.autoupdate: URL is invalid
com.sophos.autoupdate:
com.sophos.autoupdate: Updating catalogue information at 07:46:49 03 April 2013
com.sophos.autoupdate: Catalogue updated at 07:46:50 03 April 2013
com.sophos.autoupdate: Error: Failed to get remote version at 07:46:50 03 April 2013
com.sophos.autoupdate: Failed to authenticate at 07:46:50 03 April 2013
com.sophos.autoupdate: Error: Could not contact primary server at 07:46 on 03 April 2013
com.sophos.autoupdate: URL is invalid
com.sophos.autoupdate:

Any help would be appreciated.

Thanks,

:1011906


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  • 0

    Hello Xannon,

    the HE shouldn't make the option to change the update location and the credentials available. Is this indeed the HE (should have a trailing C in the version information, e.g. 8.0.12C)?

    Christian

    :1011908
  • 0

    Hello,

    When clicking on "About Sophos Anti-Virus" the application reports:

    Version 8.0.12

    Threat Detection Engine 3.41.0

    Threat Data 4.87

    Hopefully that answers your question.

    Thanks!

    :1011910
  • 0

    Hello Xannon,

    thanks for the info. I've installed the HE (normally I use the licensed version) and checked About - as expected it returns 8.0.12C. But maybe the following helps you: I installed the HE without installing the licensed version first - to my surprise it did not refuse and said it has installed successfully. Subsequently updating failed. Checking the settings I saw that it had kept the old ones (both a Network Volume Primary and a Company Webserver Secondary), upon unlocking I could not access the the Primary type but the Secondary which I set to Sophos.  Requesting an update I did get the URL is invalid you've posted. In addition About said 8.0.12 (without the C).

    Could it be you did the same - installing HE over the licensed one?

    Christian

    :1011918
  • 0

     Hi

    Could you check your SAV version ?

    In my case i have this information when i check with ABOUT :

    Sophos Anti-Virus

    Version 8.0.12C

    Version engine : 3.41.0

    Version of viral data : 4.87

    Amount of virus : 4724721

    If is not your case, you should remove your old version and to implement a fresh one.

    I was in your case, i do that and now the SAV update works perfectely.

    I hope this will help you.

    Cegreg (France)

    :1011940