Auto Update Failure

I can see a connection established to :

ALUpdate.exe    4788    TCP    xavier-pc    52178    static-ip-62-41.eurorings.net    http    ESTABLISHED    4    815    4    1,306        587        1       
  

my host file is normal too no IP in hard. The only common point is it seems it's happening over Win 7 for all my computers and friends of mine.

I tried to uninstall it, reinstall it, update the engine, still got the same error.

Can I force an IP of your server for testing purpose instead of using the sophos address ?

Hello Xavier,

static-ip-62-41.eurorings.net - this should be a server on the Akamai network. There is some traffic and personally I'd use Wireshark to see what's travelling over the wire. As ALUpdate doesn't report a File Not Found or similar error I guess this something doesn't really satisfy ALUpdate although a browser displays it.

Could you do an nslookup for es-web-2.sophos.com ? It should answer with something like:

Name:    a1173.g.akamai.net
Addresses:  92.122.216.122, 92.122.216.153
Aliases:  es-web-2.sophos.com, es-web-2.sophos.com.edgesuite.net
          es-web-2-cn.sophos.com.edgesuite.net, es-web-2-cn.sophos.com.edgesuite.net.globalredir.akadns.net 

Christian

Hi Christian,

I'm able to have the answer from the nslookup too.

here is the log I got from the 9.7 version (sorry in french :)) :

Durée: 02/10/2011 11:56:56
Message: Mise à jour réussie de la mémoire cache produit depuis le serveur principal
Module: SDDSUpdate
ID du processus: 8180
ID du thread: 8216

Durée: 02/10/2011 11:56:55
Message: Téléchargement du produit Sophos AutoUpdate depuis le serveur Sophos
Module: SDDSUpdate
ID du processus: 8180
ID du thread: 8216

Durée: 02/10/2011 11:56:54
Message: ERREUR : le téléchargement de SAVXP a échoué depuis le serveur Sophos
Module: CIDUpdate
ID du processus: 8180
ID du thread: 8216

Durée: 02/10/2011 11:56:54
Message: Téléchargement du produit SAVXP depuis le serveur Sophos
Module: CIDUpdate
ID du processus: 8180
ID du thread: 8216

Durée: 02/10/2011 11:56:37
Message: ERREUR : le téléchargement de SAVXP a échoué depuis le serveur Sophos
Module: SDDSUpdate
ID du processus: 8180
ID du thread: 8216

The last error I got was "impossible de trouver une source pour le package mis à jour" which can be translated as "unable to find a source for the updated package"

Hello Xavier,

ok, my wording wasn't clear as I wanted you the post nslookup's output. You showed that alupdate.exe connects to static-ip-62-41.eurorings.net and I wondered if this is one of the addresses nslookup returns for es-web-2.sophos.com and if it is indeed an address on the Akamai network. It's just a WAG that this eurorings.net sits "in between" and does something which makes alupdate unhappy - that's why I suggested inspecting the traffic with Wireshark.

OTOH you said it happens on several computers with different ISPs. Do all show this 45 seconds timeout in the ALUpdate logs? 

Christian

Hi Christian,

sorry for my misunderstanding, here it is :

Name:    a1173.g.akamai.net
Addresses:  217.212.238.72
          217.212.238.82
Aliases:  es-web-2.sophos.com
          es-web-2.sophos.com.edgesuite.net
          es-web-2-cn.sophos.com.edgesuite.net
          es-web-2-cn.sophos.com.edgesuite.net.globalredir.akadns.net

However I think I found the problem, in 2008, our Company began to sell the Sophos Endpoint Security as an antivirus for vessels and we got a license which was said by your sales guy as automatic renewal until we provide this service, the end date was the 18th september 2011 and I totally haven't thought about it until one of my colleague remind it to me, I'll ask your sales guy about it.

On other hand it could be great to have this kind of information on the software instead of having only a failed update.

If this is the problem sorry for the disturbance.