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Sophos not able to update

Ok a 3 day old issue but Sophos is no longer updating automatically or manually. Am running OS X 10.9 Mavericks

Returns a user message of: "Could Not Contact Primary Server ....Authentication Error"

The log says:

com.sophos.autoupdate: Sophos AutoUpdate
com.sophos.autoupdate: Version 9.0.3
com.sophos.autoupdate: Copyright 1989-2013 Sophos Ltd. All rights reserved.
com.sophos.autoupdate:
com.sophos.autoupdate: Updating catalogue information at 11:38:19 20 December 2013
com.sophos.autoupdate: Catalogue updated at 11:38:20 20 December 2013
com.sophos.autoupdate: Error: Failed to get remote version at 11:38:20 20 December 2013
com.sophos.autoupdate: Error: Could not contact primary server at 11:38 on 20 December 2013
com.sophos.autoupdate: Access was denied
com.sophos.autoupdate:

I tried to uninstall and reinstall version 9 but this was not possible presumably for the same reason so I have recovered the relevant software from back up and reinstalled there.

Any help will be greatly appreciated as I don't want to be exposed for long without adequate virus protection.

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0 ruckus over 11 years ago
I experienced this a few days ago. The version installed was 9.0.3 and it stopped updating with 'Authentication Error' and 'Access was denied'.

After hunting around a bit I just downloaded a fresh copy of v9, installed that and it updated fine.

http://downloads.sophos.com/home-edition/savosx_90_he.zip

Have you tried a completely fresh download? Don't use the current installer you may have locally.
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0 iainab over 11 years ago

Hi thanks for the reply.
I tried this yesterday and once again just now using your zip file and it is saying that this cannot be installed - either on top of the current installation or after removing the current installation. No obvious reason why that I could see.
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0 ruckus over 11 years ago

How did you remove the previous version? Did you use the instructions posted here?
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0 iainab over 11 years ago

Yes, followed this approach. Tried a couple of times and no joy.
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0 jmewoolley over 11 years ago

I'm having the same problem, running OSX 10.7.5. Sophos stopped updating about a week ago, and when I run the updater, the error message is 'installer error'. I've also tried uninstalling but the uninstaller doesn't remove Sophos, even with restarting.
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0 ruckus over 11 years ago

This thread is getting messy - is it about updating problems or install problems? :smileysad:
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0 ruckus over 11 years ago

For update problem I guess the get first question is: Are you both using the Home Edition (HE) free version? The HE version has all of the update source and username pre-programmed and requires no input. Check the Auto Update tab of the Preference window...

If the Primary Location is grayed out, even if you unlock with the padlock, then it's the free version.
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0 jmewoolley over 11 years ago

I'm on the HE free edition.
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0 jmewoolley over 11 years ago

Hi there - any further thoughts on this? I haven't been able to update since before Xmas.
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0 ruckus over 11 years ago

Can you check the Sophos Anti-Virus log for update problems. Copy out what you find and post back the extract? Watch the (silent) video below that demos a problem and the right log to check.

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