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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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    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
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  • 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
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