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Auto-Update problems?

EddieWright

Is there an issue with dci.sophosupd.com - since 11am UK time my users have been unable to update and the log file shows [E26245] Cannot locate server for http://dci.sophosupd.com/.

Thanks, Eddie



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  • 0

    I too have had problems updating today. Error being returned when trying to update is: "Could not contact primary server" & "Timeout Error: 23 September 2015 15:44" (most recent check). As per the original post, it's been happening for me since the morning (UK time), so 11am is probably a close match. Sorry, don't know what the end point was. All that's in the logs is (last entry):-

    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 15:42:56 23 September 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 15:44 on 23 September 2015
    com.sophos.autoupdate: Connection timed out

  • 0 in reply to AndyM1
    This morning I thought I'd try and reinstall the app (Sophos for Mac - Home Edition) and upon agreeing to the Ts & Cs it went to get the download file but timed out: "Gateway Timeout: can't connect to remote host" The URL the file was coming from is: downloads.sophos.com/.../{RANDOM STRING GOES HERE}/savosx_he_r.zip
  • 0
    Auto update and a fresh download file (Sophos for Mac - Home Edition) are both downloading and working now. I therefore assume whatever the issue was is now resolved.
  • 0
    Hi Eddie,

    If you're still experiencing an issue I'd suggest doing an DNS lookup (e.g. nslookup or dig) to check the IP address of that site. This must be done from the affected system not from anywhere else. Also, I'd run a traceroute (Linux/Unix/OSX) or tracert (Windows) to the site (e.g dci.sophosupd.com) and post the results or raise a case with us.

    If you wish to raise a case with support could you please let us know the following details as this will help understand the issue better.

    We'd need the Sophos Auto-Update logging showing the error.

    C:\ProgramData\Sophos\AutoUpdate\Logs\ALUpdate<time&date>.txt

    That will tell us which updating site your machine cannot connect to.

    - Region that you're from.
    - Credentials being used for updating.
    - Output from a traceroute from the affected site to the update URL i.e dci.sophosupd.com
    - Output from nslookup dci.sophosupd.com

    Many thanks,
    Byron