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trouble installing SAV 7.3 - SSL error ?

I'm trying to install Sophos 7.3 on a couple of MBP's one running 10.7.2 and the other 10.6.8, and on both I'm getting the following error

"The installer cannot connect to Sophos, although your Mac appears to be connected to the internet. Please check your network settings and click Continue again. "

If I look in the console log :

11/12/2011 08:58:39.265 Installer: Error Domain=NSURLErrorDomain Code=-1200 "An SSL error has occurred and a secure connection to the server cannot be made." UserInfo=0x7fa77ab17520 {NSUnderlyingError=0x7fa77ab16400 "An SSL error has occurred and a secure connection to the server cannot be made.", NSErrorFailingURLStringKey=https://savmacfree.register.sophos.com/, NSErrorFailingURLKey=https://savmacfree.register.sophos.com/, NSLocalizedRecoverySuggestion=Would you like to connect to the server anyway?, NSLocalizedDescription=An SSL error has occurred and a secure connection to the server cannot be made.}

I can't open this link in Chrome either

" Unable to make a secure connection to the server. This may be a problem with the server, or it may be requiring a client authentication certificate that you don't have.

Error 107 (net::ERR_SSL_PROTOCOL_ERROR): SSL protocol error."

I've had a read on the forums, and can't see anything wrong with time/date settings and I've added another network location, tried wireless and ethernet, but still no joy ?

Any ideas ?

thanks

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0 RichBaldry over 13 years ago

Hi there,
You're right that there seems to be an issue with installer failing to complete an HTTPS connection to the Sophos registration server. Some other threads on this topic provide details of things that have helped other customers, but there is currently no 'magic bullet' solution.
Our engineering team is currently investigating this specific issue along with some other install problems that have been reported via the FreeTalk forum. Assuming we can track down the root causes of these issues and determine a way to resolve them, we would like to include these fixes in a release in February 2012.
In the meantime, I will update the forum with any information we learn that would help work around the problem.
Regards
Richard Baldry
Product Manager
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0 lex over 13 years ago

As we have yet to be able to reproduce the issue on our end, there are a couple of things that could be done on your end to help us troubleshoot the issue.
Can you open Terminal (Applications->Utilities->Terminal) and paste the output from running the following commands to determine whether or not savmacfree.register.sophos.com is reachable from where you are:
$ ping -c 10 savmacfree.register.sophos.com
$ dig savmacfree.register.sophos.com
Cheers,
Alex
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0 theboyg over 13 years ago
Hi Alex,
I've just posted this reply in another message as I've now got it running on both my macs..
"I've now got 7.3 running on both my macs 15" MBP running 10.6.8, and 13" MBP running 10.7.2 Having been frustrated by this over the weekend, it seems that adapting the idea of olliedee worked. I'm not exactly sure which services need to be shutdown, but I tried anything that looked like it would connect to the internet. So I restarted the machine so there were no apps running, then opened activity monitor, and shutdown apple software update, iTunes helper, any scanner software, eye fi (wireless SD card software), adobe updater (using the quit process command), and anti-virus installed fine first time. I think it's a bit of trial and error, but I got it to work on both machines. As the guy from Sophos says it seems related to being able to authenticate to their SSL server, and it appears to be clashing with other software. Anyway hope this helps other out."
However, from my now working 13" MBP running 10.7.2. here's the results of the ping and dig...
$ dig savmacfree.register.sophos.com ; <<>> DiG 9.7.3-P3 <<>> savmacfree.register.sophos.com ;; global options: +cmd ;; Got answer: ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 11674 ;; flags: qr rd ra; QUERY: 1, ANSWER: 3, AUTHORITY: 0, ADDITIONAL: 0 ;; QUESTION SECTION: ;savmacfree.register.sophos.com. IN A ;; ANSWER SECTION: savmacfree.register.sophos.com. 233 IN CNAME magnet-414486974.us-east-1.elb.amazonaws.com. magnet-414486974.us-east-1.elb.amazonaws.com. 60 IN A 50.17.182.244 magnet-414486974.us-east-1.elb.amazonaws.com. 60 IN A 184.72.223.87 ;; Query time: 46 msec ;; SERVER: 192.168.0.1#53(192.168.0.1) ;; WHEN: Wed Dec 14 17:05:49 2011 ;; MSG SIZE rcvd: 135
$ ping -c 10 savmacfree.register.sophos.com PING magnet-414486974.us-east-1.elb.amazonaws.com (50.17.182.244): 56 data bytes Request timeout for icmp_seq 0 Request timeout for icmp_seq 1 Request timeout for icmp_seq 2 Request timeout for icmp_seq 3 Request timeout for icmp_seq 4 Request timeout for icmp_seq 5 Request timeout for icmp_seq 6 Request timeout for icmp_seq 7 Request timeout for icmp_seq 8 --- magnet-414486974.us-east-1.elb.amazonaws.com ping statistics --- 10 packets transmitted, 0 packets received, 100.0% packet loss
I'll have a play and see if I work out which service on my mac prevents this connection
Gareth
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0 lex over 13 years ago

Hi Gareth,
Thanks for the info. We think we've managed to track down the issue to a problem encountered on our end with the registration server over the weekend. The following post has more information:
http://openforum.sophos.com/t5/Sophos-Anti-Virus-for-Mac-Home/Home-Edition-Problems-connecting-to-the-registration-server/m-p/4821#M2357
Cheers,
Alex
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0 theboyg over 13 years ago

Sounds entirely possible and linked to my success today. There was me thinking I was being clever, and the infamous 'reboot and try again' appears to have triumphed, I will stand down !
Thanks
Gareth
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