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Mac: Could not contact primary server

xdunlapx

I tried updating my Sophos AV on my mac and it says that it ould not contact the primary server and the error occured today 23 Sep 2012 15:44. Is this related to the fase-positive issue? How long should I wait before trying to update my definitions again? Should I remove and reinstall it?

Brittany

:32639


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  • 0
    The update failures appear to be caused by a change in our CDN (content distribution network). Our operations group is continuing to work the issue, it appears perhaps that the affected systems may be using stale DNS entries for our servers (dci.sophosupd.com, d1.sophosupd.com, d2.sophosupd.com should no longer resolve to Akamai servers).
     
    We aren’’’’t certain why this phenomenon is occurring, but it may be due to infrastructure that is incorrectly caching DNS names. One good test is to run “dig dci.sophosupd.com” to see if it returns a CNAME for “sophos.vo.llnwd.net” - if not, the DNS record is stale.
     
    We are interested to understand whether this is really the root cause or not. Try the command on an affected machine and post the results back here.
    :56362
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    Just ran the command you suggested...  Here is the result:

    ; <<>> DiG 9.8.3-P1 <<>> dci.sophosupd.com

    ;; global options: +cmd

    ;; Got answer:

    ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 59597

    ;; flags: qr rd ra; QUERY: 1, ANSWER: 4, AUTHORITY: 0, ADDITIONAL: 0

    ;; QUESTION SECTION:

    ;dci.sophosupd.com. IN A

    ;; ANSWER SECTION:

    dci.sophosupd.com. 203 IN CNAME dci.sophosupd.com.edgesuite.net.

    dci.sophosupd.com.edgesuite.net. 4674 IN CNAME a334.g.akamai.net.

    a334.g.akamai.net. 3 IN A 23.216.10.235

    a334.g.akamai.net. 3 IN A 23.216.10.217

    ;; Query time: 26 msec

    ;; SERVER: 192.168.1.1#53(192.168.1.1)

    ;; WHEN: Thu Mar 19 13:08:06 2015

    ;; MSG SIZE  rcvd: 140

    :56363
  • 0
    Absinthe wrote:

    Just ran the command you suggested...  Here is the result:

    ; <<>> DiG 9.8.3-P1 <<>> dci.sophosupd.com

    ;; global options: +cmd

    ;; Got answer:

    ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 59597

    ;; flags: qr rd ra; QUERY: 1, ANSWER: 4, AUTHORITY: 0, ADDITIONAL: 0

    ;; QUESTION SECTION:

    ;dci.sophosupd.com. IN A

    ;; ANSWER SECTION:

    dci.sophosupd.com. 203 IN CNAME dci.sophosupd.com.edgesuite.net.

    dci.sophosupd.com.edgesuite.net. 4674 IN CNAME a334.g.akamai.net.

    a334.g.akamai.net. 3 IN A 23.216.10.235

    a334.g.akamai.net. 3 IN A 23.216.10.217

    ;; Query time: 26 msec

    ;; SERVER: 192.168.1.1#53(192.168.1.1)

    ;; WHEN: Thu Mar 19 13:08:06 2015

    ;; MSG SIZE  rcvd: 140

    Thanks, that is the expected response after some work by our operations team. We expect updates to be restored now, can you run "Update Now" and let me know success or failure?

    :56364
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    Updates should be working correctly again, could someone with the issue please confirm via this forum?

    :56365
  • 0

    Just ran update and it worked fine...  Thank you!

    :56366
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    Mine is NOT resolved.. :smileysad:

    -------

    the Log:

    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 22:49:03 20 March 2015
    com.sophos.autoupdate: Updating catalogue information at 22:49:03 20 March 2015
    com.sophos.autoupdate: Catalogue updated at 22:49:05 20 March 2015
    com.sophos.autoupdate: Download started at 22:49:05 20 March 2015
    com.sophos.autoupdate: Error: Failed to download packages at 22:49:11 20 March 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 22:49 on 20 March 2015

    com.sophos.autoupdate: URL is invalid

    --------

    the Dig: 

    ; <<>> DiG 9.8.3-P1 <<>> dci.sophosupd.com

    ;; global options: +cmd

    ;; Got answer:

    ;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 8368

    ;; flags: qr rd ra; QUERY: 1, ANSWER: 4, AUTHORITY: 0, ADDITIONAL: 0

    ;; QUESTION SECTION:

    ;dci.sophosupd.com. IN A

    ;; ANSWER SECTION:

    dci.sophosupd.com. 300 IN CNAME dci.sophosupd.com.edgesuite.net.

    dci.sophosupd.com.edgesuite.net. 21600 IN CNAME a334.g.akamai.net.

    a334.g.akamai.net. 20 IN A 203.69.138.10

    a334.g.akamai.net. 20 IN A 203.69.138.42

    ;; Query time: 117 msec

    ;; SERVER: 168.95.1.1#53(168.95.1.1)

    ;; WHEN: Fri Mar 20 22:54:09 2015

    ;; MSG SIZE  rcvd: 140

    :56384
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    My last successful update was on 11 March. 

    Since then, there were all Errors: Could not contact primary server ; URL is invalid..

    What can I do?

    :56406
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    Hi, if it's just a single endpoint the easiest thing to try is to reinstall the endpoint, if this is not possible or you can't do this then please contact support.

    :56407
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    Reed wrote:

    Mine is NOT resolved.. :smileysad:

    The results from dig show the correct server, so the problem is likely not the same. You could attempt to trace the network traffic to see what is actually failing. Tools like tcpdump and/or Wireshark can be enlightening, but they are not simple to use. YMMV.

    Our servers are named dci.sophosupd.com, d1.sophosupd.com, and d2.sophosupd.com. All of the requests are HTTP. That should help narrow down the things to look for in a network trace.

    If you are using the business version of the product then you are likely entilted to assistance from our support team, you may want to contact them soon.

    :56412
  • 0
    Reed wrote:

    My last successful update was on 11 March. 

    Since then, there were all Errors: Could not contact primary server ; URL is invalid..

    What can I do?

    I suggest to check your network settings - you may need to set up proxy settings or special configuration for your network. Its hard to say exactly what might be going wrong from the brief description you gave.

    If you are using the business version of the product (e.g. you paid for a license) you are entitled to support - please contact our support team at your earliest convenience.

    :56413