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Sophos not able to update

iainab

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 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.

:1015163


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  • 0

    Sure. Here's the Console report on the update I just ran:

    com.sophos.autoupdate: Updating catalogue information at 12:59:38 24 February 2014
    com.sophos.autoupdate: Catalogue updated at 12:59:38 24 February 2014
    com.sophos.autoupdate: Download started at 12:59:38 24 February 2014
    com.sophos.autoupdate: Download completed at 12:59:43 24 February 2014
    com.sophos.autoupdate: Update started at 12:59:43 24 February 2014
    com.sophos.autoupdate: Error: Could not update Sophos Anti-Virus at 12:59 on 24 February 2014
    com.sophos.autoupdate: Update failed
    com.sophos.autoupdate:

    I ran the update a second time and it appears to have worked:

    com.sophos.autoupdate: Updating catalogue information at 13:04:46 24 February 2014
    com.sophos.autoupdate: Catalogue updated at 13:04:47 24 February 2014
    com.sophos.autoupdate: Download started at 13:04:47 24 February 2014
    com.sophos.autoupdate: Download completed at 13:05:27 24 February 2014
    com.sophos.autoupdate: Software is up-to-date at 13:05:34 24 February 2014
    com.sophos.autoupdate: Info: Checked primary server at 13:05 on 24 February 2014
    com.sophos.autoupdate: Sophos Anti-Virus is up to date
    com.sophos.autoupdate:

    Any idea what's going on?

    :1015949
  • 0

    Updating problems can be caused by several things.  There is a bug floating around where AutoUpdate got stuck.  Hence a reboot can help clear the problem and allow an update to succeed.

    Keep an eye on it.  If it does occur again, and the internet is working (e.g., all the basics are OK), try a reboot just to test.

    :1015991