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Could not contact server (error)

Felix

I have been searching of a way of fixing this problem however up to now I did not find any solution.

I am using the latest version of Sophos Endpoint security and control. 

Reinstalling the program did not solve the problem.

Could you take a look at my latest log.

Thanks,

Felix

Log below:

Trace(2012-Aug-11 11:14:09): ALUpdate started: -ManualUpdate -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
Trace(2012-Aug-11 11:14:09): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
Trace(2012-Aug-11 11:14:09): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
Trace(2012-Aug-11 11:14:09): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
Trace(2012-Aug-11 11:14:09): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2012-Aug-11 11:14:09): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2012-Aug-11 11:14:09): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is available from Sophos.
Trace(2012-Aug-11 11:14:09): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not the Spam Rules package.
Trace(2012-Aug-11 11:14:09): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2012-Aug-11 11:14:09): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2012-Aug-11 11:14:09): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2012-Aug-11 11:14:09): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2012-Aug-11 11:14:09): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is available from Sophos.
Trace(2012-Aug-11 11:14:09): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is the Spam Rules package.
Trace(2012-Aug-11 11:14:09): Computer is a not possible cluster
Trace(2012-Aug-11 11:14:09): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2012-Aug-11 11:14:09): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2012-Aug-11 11:14:09): Considering subscribed products.
Trace(2012-Aug-11 11:14:09): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2012-Aug-11 11:14:09): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2012-Aug-11 11:14:09): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2012-Aug-11 11:14:09): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2012-Aug-11 11:14:09): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2012-Aug-11 11:14:09): GenerateCustomerID: complete
Trace(2012-Aug-11 11:14:09): Computer is a not possible cluster
Trace(2012-Aug-11 11:14:09): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2012-Aug-11 11:14:09): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2012-Aug-11 11:14:09): IPCSender::ProcessSend started
Trace(2012-Aug-11 11:14:09): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2012-Aug-11 11:14:09): RMSMessageHandler: ALUpdateStart
Trace(2012-Aug-11 11:14:09): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2012-Aug-11 11:14:09): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2012-Aug-11 11:14:09): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2012-Aug-11 11:14:09): ALUpdate(AutoUpdate.Started):
Trace(2012-Aug-11 11:14:09): UpdateCoordinator::UpdateNow: Entering
Trace(2012-Aug-11 11:14:09): PopulateCache: Entering
Trace(2012-Aug-11 11:14:09): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2012-Aug-11 11:14:09): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2012-Aug-11 11:14:09): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
Trace(2012-Aug-11 11:14:09): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2012-Aug-11 11:14:09): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\1344676449
Trace(2012-Aug-11 11:14:09): Using top level catalogue sdds.esc_10
Trace(2012-Aug-11 11:14:09): SDDSUpdateLocation, constructor start
Trace(2012-Aug-11 11:14:09): locConfig.m_server = Sophos
Trace(2012-Aug-11 11:14:09): Calling check on source.m_address.m_path = Sophos
Trace(2012-Aug-11 11:14:09): Calling package_source_init
Trace(2012-Aug-11 11:14:09): Creating package source to represent parent
Trace(2012-Aug-11 11:14:09): Create package source to represent local cache
Trace(2012-Aug-11 11:14:09): SDDSUpdateLocation::Constructor finished
Trace(2012-Aug-11 11:14:09): TrySyncProduct, Calling BeginSync
Trace(2012-Aug-11 11:14:10): Opened catalogue!
Trace(2012-Aug-11 11:14:10): Attempting to synchronise load balancing and redirection files
Trace(2012-Aug-11 11:14:10): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
Trace(2012-Aug-11 11:14:10): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2012-Aug-11 11:14:10): SDDSUpdate(SyncProduct.Start): SAVXP, Sophos
Trace(2012-Aug-11 11:14:10): SDDSUpdateLocation caught exception from download: Couldn't authenticate user for resource with host server.
URL was: http://es-web-2.sophos.com/update/E17FE03B-0501-4aaa-BC69-0129D965F311/df9619cc9a9043d2420efcf5cda943ccx000.xml
Trace(2012-Aug-11 11:14:10): SDDSUpdate(SDDSDownloadFailed): SAVXP, Sophos
Trace(2012-Aug-11 11:14:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
Trace(2012-Aug-11 11:14:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2012-Aug-11 11:14:11): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2012-Aug-11 11:14:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
Trace(2012-Aug-11 11:14:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2012-Aug-11 11:14:11): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\1344676451
Trace(2012-Aug-11 11:14:11): Using top level catalogue sdds.esc_10
Trace(2012-Aug-11 11:14:11): SDDSUpdateLocation, constructor start
Trace(2012-Aug-11 11:14:11): locConfig.m_server = Sophos
Trace(2012-Aug-11 11:14:11): Calling check on source.m_address.m_path = Sophos
Trace(2012-Aug-11 11:14:11): Calling package_source_init
Trace(2012-Aug-11 11:14:11): Creating package source to represent parent
Trace(2012-Aug-11 11:14:11): Create package source to represent local cache
Trace(2012-Aug-11 11:14:11): SDDSUpdateLocation::Constructor finished
Trace(2012-Aug-11 11:14:11): TrySyncProduct, Calling BeginSync
Trace(2012-Aug-11 11:14:11): Opened catalogue!
Trace(2012-Aug-11 11:14:11): Attempting to synchronise load balancing and redirection files
Trace(2012-Aug-11 11:14:11): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
Trace(2012-Aug-11 11:14:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2012-Aug-11 11:14:11): SDDSUpdate(SyncProduct.Start): Sophos AutoUpdate, Sophos
Trace(2012-Aug-11 11:14:11): SDDSUpdateLocation caught exception from download: Couldn't authenticate user for resource with host server.
URL was: http://es-web-2.sophos.com/update/9BF40A4E-23AE-48be-9974-5A1F261DBEE8/86265542823bba708fafe7d7205c6abcx000.xml
Trace(2012-Aug-11 11:14:11): SDDSUpdate(SDDSDownloadFailed): Sophos AutoUpdate, Sophos
Trace(2012-Aug-11 11:14:12): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
Trace(2012-Aug-11 11:14:12): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2012-Aug-11 11:14:12): ALUpdate():
Trace(2012-Aug-11 11:14:12): ALUpdate(DownloadEnded):
Trace(2012-Aug-11 11:14:12): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2012-Aug-11 11:14:14): RMSMessageHandler: ALUpdateEnd
Trace(2012-Aug-11 11:14:14): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERROR: Could not find a source for updated packages</ReadableMessage></Config>
Trace(2012-Aug-11 11:14:14): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERROR: Could not find a source for updated packages</ReadableMessage></Config>
Trace(2012-Aug-11 11:14:14): IPCSender::ProcessSend: Listener not ready starting to wait
Trace(2012-Aug-11 11:14:15): IPCSender::ProcessSend exiting

:28197


This thread was automatically locked due to age.
  • 0

    HI,

    If you go to:

    http://es-web-2.sophos.com/update/E17FE03B-0501-4aaa-BC69-0129D965F311/df9619cc9a9043d2420efcf5cda943ccx000.xml

    in a browser it will ask you to authenticate.

    If you use the same username from:

    C:\ProgramData\Sophos\AutoUpdate\Config\iconn.cfg

    Can you get the XML file?

    Note; the file used could be iconnlocal.cfg if you have one in the same config directory due to a local configuration change.

    Regards,

    Jak

    :28199
  • 0

    Hi Jak,

    Thank you for your fast reply.

    I opened iconn.cfg, however the username and password do not let me authenticate.

    Kind regards,

    Felix

    :28201
  • 0

    The password in the file is an obfuscated form of the actual password so that won't work as it appears in the file.

    Checking the file was really to check the username you are using, I assume you know/can lookup the password for the account.

    Regards,

    Jak

    :28203
  • 0

    Hi Jak,

    I need to check the password as I was assuming it is the same as the login/product credentials.

    Sophos Endpoint was provided through my work...as a corporate / enterprise sort of product.

    It worked flawless for a few months before it started giving this error last week.

    My account says it should still be valid through mid 2013.

    Just to make sure the password is correct I will check my login data at the office on Monday. and report back.

    Thanks again for your fast replies.

    Best regards,

    Felix

    :28205
  • 0

    Hi

    I seem to be having the same issue. Ping works. Top Level Config appears to be present. Have reloaded from start today but still the same issue.

    Part of log below

    Trace(2012-Aug-15 16:01:55): Writing path section = \program files\Sophos\Sophos Anti-Virus\Web Intelligence
    Trace(2012-Aug-15 16:01:55): CDeployment::ChecksumCidSyncCfgFile
    Trace(2012-Aug-15 16:01:55): CalculateChecksum. Processing file c:\Program Files\Sophos\AutoUpdate\cache\savxp\cidsync.upd
    Trace(2012-Aug-15 16:01:55): Product Sophos Anti-Virus is already installed
    Trace(2012-Aug-15 16:01:55): Removing temp cache folder and install status
    Trace(2012-Aug-15 16:01:55): Failed to load status file: c:\Program Files\Sophos\AutoUpdate\data\status\status.xml
    Trace(2012-Aug-15 16:01:55): CIDMapFile::Create c:\Program Files\Sophos\AutoUpdate\cache\savxp.map
    Trace(2012-Aug-15 16:01:55): CIDMapFile::Create c:\Program Files\Sophos\AutoUpdate\cache\sau.map
    Trace(2012-Aug-15 16:01:55): UpdateCoordinator::UpdateNow: About to Sync list of products
    Trace(2012-Aug-15 16:01:55): SCFAccess::SCFAccess - Caught COM error : Access is denied. -2147024891
    Trace(2012-Aug-15 16:01:55): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2012-Aug-15 16:01:55): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2012-Aug-15 16:01:55): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2012-Aug-15 16:01:55): Path to decode files to: c:\Program Files\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\1345010515
    Trace(2012-Aug-15 16:01:55): Using top level catalogue sdds.esc_10
    Trace(2012-Aug-15 16:01:55): SDDSUpdateLocation, constructor start
    Trace(2012-Aug-15 16:01:55): locConfig.m_server = Sophos
    Trace(2012-Aug-15 16:01:55): Calling check on source.m_address.m_path = Sophos
    Trace(2012-Aug-15 16:01:55): Calling package_source_init
    Trace(2012-Aug-15 16:01:55): Creating package source to represent parent
    Trace(2012-Aug-15 16:01:55): Create package source to represent local cache
    Trace(2012-Aug-15 16:01:55): SDDSUpdateLocation::Constructor finished
    Trace(2012-Aug-15 16:01:55): TrySyncProduct, Calling BeginSync
    Trace(2012-Aug-15 16:01:56): Opened catalogue!
    Trace(2012-Aug-15 16:01:56): Attempting to synchronise load balancing and redirection files
    Trace(2012-Aug-15 16:01:56): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
    Trace(2012-Aug-15 16:01:56): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2012-Aug-15 16:01:56): SDDSUpdate(SyncProduct.Start): SAVXP, Sophos
    Trace(2012-Aug-15 16:01:58): SDDSUpdateLocation caught exception from download: Couldn't authenticate user for resource with host server.
    URL was: http://es-web-2.sophos.com/update/E17FE03B-0501-4aaa-BC69-0129D965F311/c994e201209ad5d2f7aac09b72d9c74ax000.xml
    Trace(2012-Aug-15 16:01:58): SDDSUpdate(SDDSDownloadFailed): SAVXP, Sophos
    Trace(2012-Aug-15 16:01:59): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
    Trace(2012-Aug-15 16:01:59): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
    Trace(2012-Aug-15 16:01:59): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2012-Aug-15 16:01:59): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2012-Aug-15 16:01:59): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2012-Aug-15 16:01:59): Path to decode files to: c:\Program Files\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\1345010519
    Trace(2012-Aug-15 16:01:59): Using top level catalogue sdds.esc_10
    Trace(2012-Aug-15 16:01:59): SDDSUpdateLocation, constructor start
    Trace(2012-Aug-15 16:01:59): locConfig.m_server = Sophos
    Trace(2012-Aug-15 16:01:59): Calling check on source.m_address.m_path = Sophos
    Trace(2012-Aug-15 16:01:59): Calling package_source_init
    Trace(2012-Aug-15 16:01:59): Creating package source to represent parent
    Trace(2012-Aug-15 16:01:59): Create package source to represent local cache
    Trace(2012-Aug-15 16:01:59): SDDSUpdateLocation::Constructor finished
    Trace(2012-Aug-15 16:01:59): TrySyncProduct, Calling BeginSync
    Trace(2012-Aug-15 16:01:59): Opened catalogue!
    Trace(2012-Aug-15 16:01:59): Attempting to synchronise load balancing and redirection files
    Trace(2012-Aug-15 16:01:59): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
    Trace(2012-Aug-15 16:01:59): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {4DB41E90-DC56-41DC-B91E-9B8E537489A8}
    Trace(2012-Aug-15 16:01:59): SDDSUpdate(SyncProduct.Start): Sophos Client Firewall, Sophos
    Trace(2012-Aug-15 16:02:00): SDDSUpdateLocation caught exception from download: Couldn't authenticate user for resource with host server.
    URL was: http://es-web-2.sophos.com/update/4DB41E90-DC56-41DC-B91E-9B8E537489A8/5e5b13be7359f928ce0c9d93e2a82736x000.xml
    Trace(2012-Aug-15 16:02:00): SDDSUpdate(SDDSDownloadFailed): Sophos Client Firewall, Sophos
    Trace(2012-Aug-15 16:02:01): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
    Trace(2012-Aug-15 16:02:01): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
    Trace(2012-Aug-15 16:02:01): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2012-Aug-15 16:02:01): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2012-Aug-15 16:02:01): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2012-Aug-15 16:02:01): Path to decode files to: c:\Program Files\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\1345010521
    Trace(2012-Aug-15 16:02:01): Using top level catalogue sdds.esc_10
    Trace(2012-Aug-15 16:02:01): SDDSUpdateLocation, constructor start
    Trace(2012-Aug-15 16:02:01): locConfig.m_server = Sophos
    Trace(2012-Aug-15 16:02:01): Calling check on source.m_address.m_path = Sophos
    Trace(2012-Aug-15 16:02:01): Calling package_source_init
    Trace(2012-Aug-15 16:02:01): Creating package source to represent parent
    Trace(2012-Aug-15 16:02:01): Create package source to represent local cache
    Trace(2012-Aug-15 16:02:01): SDDSUpdateLocation::Constructor finished
    Trace(2012-Aug-15 16:02:01): TrySyncProduct, Calling BeginSync
    Trace(2012-Aug-15 16:02:01): Opened catalogue!
    Trace(2012-Aug-15 16:02:01): Attempting to synchronise load balancing and redirection files
    Trace(2012-Aug-15 16:02:01): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
    Trace(2012-Aug-15 16:02:01): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2012-Aug-15 16:02:01): SDDSUpdate(SyncProduct.Start): Sophos AutoUpdate, Sophos
    Trace(2012-Aug-15 16:02:03): SDDSUpdateLocation caught exception from download: Couldn't authenticate user for resource with host server.
    URL was: http://es-web-2.sophos.com/update/9BF40A4E-23AE-48be-9974-5A1F261DBEE8/86265542823bba708fafe7d7205c6abcx000.xml
    Trace(2012-Aug-15 16:02:03): SDDSUpdate(SDDSDownloadFailed): Sophos AutoUpdate, Sophos
    Trace(2012-Aug-15 16:02:04): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
    Trace(2012-Aug-15 16:02:04): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
    Trace(2012-Aug-15 16:02:04): ALUpdate():
    Trace(2012-Aug-15 16:02:04): ALUpdate(DownloadEnded):
    Trace(2012-Aug-15 16:02:04): UpdateCoordinator::UpdateNow: About to Action list of products
    Trace(2012-Aug-15 16:02:05): RMSMessageHandler: ALUpdateEnd
    Trace(2012-Aug-15 16:02:05): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
    Trace(2012-Aug-15 16:02:05): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
    Trace(2012-Aug-15 16:02:05): IPCSender::ProcessSend: Listener not ready starting to wait
    Trace(2012-Aug-15 16:02:06): IPCSender::ProcessSend exiting

    :28379
  • 0

    Hi - Fore sometotally unknown reason this suddenly pooped up, loaded and ran an update with no problems. ???? Go figure.

    :28383
  • 0

    Hello kh,

    the error Couldn't authenticate user for resource with host server suggests the credentials you use for the Sophos site are not (or no longer) valid. If you do have them in plain text you can check using the link provided in A_K's post.

    Christian

    :28475