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Cannot contact server - can anyone help?

Mark22

I have just intsalled Sophos on two of my computers and neither of them can update due to the dreaded, cannot contatc server. Was wondering if anyone can help.

Basically, it cannot find the source for the updated packages as shown by the log file below.

I have the address specified as Sophos which from previous posts I believe is correct.

Thanks for any assistance in advance.

Time: 09/03/2013 08:08:46
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 1216
Thread ID: 2380

Time: 09/03/2013 08:08:45
Message: Downloading phase completed
Module: ALUpdate
Process ID: 1216
Thread ID: 2380

Time: 09/03/2013 08:08:45
Message: ERROR: Could not find a source for updated packages
Module: ALUpdate
Process ID: 1216
Thread ID: 2380

Time: 09/03/2013 08:08:44
Message: ERROR: Download of Sophos AutoUpdate failed from server Sophos
Module: SDDSUpdate
Process ID: 1216
Thread ID: 2380

Time: 09/03/2013 08:08:44
Message: Downloading product Sophos AutoUpdate from server Sophos
Module: SDDSUpdate
Process ID: 1216
Thread ID: 2380

Time: 09/03/2013 08:08:43
Message: ERROR: Download of Sophos Client Firewall failed from server Sophos
Module: SDDSUpdate
Process ID: 1216
Thread ID: 2380

Time: 09/03/2013 08:08:43
Message: Downloading product Sophos Client Firewall from server Sophos
Module: SDDSUpdate
Process ID: 1216
Thread ID: 2380

Time: 09/03/2013 08:08:42
Message: ERROR: Download of SAVXP failed from server Sophos
Module: SDDSUpdate
Process ID: 1216
Thread ID: 2380

Time: 09/03/2013 08:08:42
Message: Downloading product SAVXP from server Sophos
Module: SDDSUpdate
Process ID: 1216
Thread ID: 2380

Time: 09/03/2013 08:08:40
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 1216
Thread ID: 2380

Time: 09/03/2013 08:06:09
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 4500
Thread ID: 5760

Time: 09/03/2013 08:06:08
Message: Downloading phase completed
Module: ALUpdate
Process ID: 4500
Thread ID: 5760

Time: 09/03/2013 08:06:08
Message: ERROR: Could not find a source for updated packages
Module: ALUpdate
Process ID: 4500
Thread ID: 5760

Time: 09/03/2013 08:06:07
Message: ERROR: Download of Sophos AutoUpdate failed from server Sophos
Module: SDDSUpdate
Process ID: 4500
Thread ID: 5760

Time: 09/03/2013 08:06:07
Message: Downloading product Sophos AutoUpdate from server Sophos
Module: SDDSUpdate
Process ID: 4500
Thread ID: 5760

Time: 09/03/2013 08:06:06
Message: ERROR: Download of Sophos Client Firewall failed from server Sophos
Module: SDDSUpdate
Process ID: 4500
Thread ID: 5760

Time: 09/03/2013 08:06:06
Message: Downloading product Sophos Client Firewall from server Sophos
Module: SDDSUpdate
Process ID: 4500
Thread ID: 5760

Time: 09/03/2013 08:06:05
Message: ERROR: Download of SAVXP failed from server Sophos
Module: SDDSUpdate
Process ID: 4500
Thread ID: 5760

Time: 09/03/2013 08:06:05
Message: Downloading product SAVXP from server Sophos
Module: SDDSUpdate
Process ID: 4500
Thread ID: 5760

Time: 09/03/2013 08:06:02
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 4500
Thread ID: 5760

Time: 07/03/2013 20:26:29
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 5740
Thread ID: 5744

Time: 07/03/2013 20:26:28
Message: Downloading phase completed
Module: ALUpdate
Process ID: 5740
Thread ID: 5744

Time: 07/03/2013 20:26:28
Message: ERROR: Could not find a source for updated packages
Module: ALUpdate
Process ID: 5740
Thread ID: 5744

Time: 07/03/2013 20:26:27
Message: ERROR: Download of Sophos AutoUpdate failed from server Sophos
Module: SDDSUpdate
Process ID: 5740
Thread ID: 5744

Time: 07/03/2013 20:26:27
Message: Downloading product Sophos AutoUpdate from server Sophos
Module: SDDSUpdate
Process ID: 5740
Thread ID: 5744

Time: 07/03/2013 20:26:25
Message: ERROR: Download of Sophos Client Firewall failed from server Sophos
Module: SDDSUpdate
Process ID: 5740
Thread ID: 5744

Time: 07/03/2013 20:26:25
Message: Downloading product Sophos Client Firewall from server Sophos
Module: SDDSUpdate
Process ID: 5740
Thread ID: 5744

Time: 07/03/2013 20:26:24
Message: ERROR: Download of SAVXP failed from server Sophos
Module: SDDSUpdate
Process ID: 5740
Thread ID: 5744

Time: 07/03/2013 20:26:24
Message: Downloading product SAVXP from server Sophos
Module: SDDSUpdate
Process ID: 5740
Thread ID: 5744

:38267


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  • 0

    Just another quick update. I just noticed this post: /search?q= 27993

    It seems to state I should have a config folder with 6 files in it under: C:\Program Files (x86)\Sophos\AutoUpdate

    This is completely missing. I do not know if this is the root of the problem.

    I also should have said I am on Windows 7 and version 10.

    :38269
  • 0

    Hello Mark22,

    looks like you've installed using the standalone installer (BTW: there's version 10.0 and 10.2 - they are not quite the same). For Windows 7 the AutoUpdate support files are und %ProgramData% and no longer in the program directory.

    Please also post a part from one of of the ALUpdate logs (like the one in the thread you referred to), theyare in the \ProgramData\Sophos\AutoUpdate\Logs folder.

    Christian

    :38271
  • 0

    I get this through a company account and so it came from a CV they gave me.

    Here is the log file you requested:

    Trace(2013-Mar-11 19:53:03): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "c:\Program Files\Sophos\AutoUpdate"
    Trace(2013-Mar-11 19:53:03): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
    Trace(2013-Mar-11 19:53:03): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
    Trace(2013-Mar-11 19:53:03): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
    Trace(2013-Mar-11 19:53:03): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
    Trace(2013-Mar-11 19:53:03): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
    Trace(2013-Mar-11 19:53:03): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
    Trace(2013-Mar-11 19:53:03): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
    Trace(2013-Mar-11 19:53:03): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
    Trace(2013-Mar-11 19:53:03): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
    Trace(2013-Mar-11 19:53:03): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
    Trace(2013-Mar-11 19:53:03): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
    Trace(2013-Mar-11 19:53:03): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
    Trace(2013-Mar-11 19:53:03): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
    Trace(2013-Mar-11 19:53:03): Computer is a not possible cluster
    Trace(2013-Mar-11 19:53:03): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
    Trace(2013-Mar-11 19:53:03): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
    Trace(2013-Mar-11 19:53:03): Considering subscribed products.
    Trace(2013-Mar-11 19:53:03): Considering product {4DB41E90-DC56-41DC-B91E-9B8E537489A8}
    Trace(2013-Mar-11 19:53:03): Product {4DB41E90-DC56-41DC-B91E-9B8E537489A8} is not already subscribed.
    Trace(2013-Mar-11 19:53:03): Product {4DB41E90-DC56-41DC-B91E-9B8E537489A8} was added to the list.
    Trace(2013-Mar-11 19:53:03): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2013-Mar-11 19:53:03): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
    Trace(2013-Mar-11 19:53:03): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
    Trace(2013-Mar-11 19:53:03): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2013-Mar-11 19:53:03): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2013-Mar-11 19:53:03): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2013-Mar-11 19:53:03): GenerateCustomerID: complete
    Trace(2013-Mar-11 19:53:03): Computer is a not possible cluster
    Trace(2013-Mar-11 19:53:03): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
    Trace(2013-Mar-11 19:53:03): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
    Trace(2013-Mar-11 19:53:03): IPCSender::ProcessSend started
    Trace(2013-Mar-11 19:53:03): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2013-Mar-11 19:53:03): RMSMessageHandler: ALUpdateStart
    Trace(2013-Mar-11 19:53:03): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2013-Mar-11 19:53:03): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2013-Mar-11 19:53:03): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2013-Mar-11 19:53:03): ALUpdate(AutoUpdate.Started):
    Trace(2013-Mar-11 19:53:03): UpdateCoordinator::UpdateNow: Entering
    Trace(2013-Mar-11 19:53:03): PopulateCache: Entering
    Trace(2013-Mar-11 19:53:03): UpdateCoordinator::UpdateNow: About to Sync list of products
    Trace(2013-Mar-11 19:53:03): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2013-Mar-11 19:53:03): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2013-Mar-11 19:53:03): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2013-Mar-11 19:53:03): Path to decode files to: C:\WINDOWS\TEMP\sophos_autoupdate1.dir\1363031583
    Trace(2013-Mar-11 19:53:03): Using top level catalogue sdds.esc_10
    Trace(2013-Mar-11 19:53:03): SDDSUpdateLocation, constructor start
    Trace(2013-Mar-11 19:53:03): locConfig.m_server = Sophos
    Trace(2013-Mar-11 19:53:03): Calling check on source.m_address.m_path = Sophos
    Trace(2013-Mar-11 19:53:03): Calling package_source_init
    Trace(2013-Mar-11 19:53:03): Creating package source to represent parent
    Trace(2013-Mar-11 19:53:03): Create package source to represent local cache
    Trace(2013-Mar-11 19:53:03): SDDSUpdateLocation::Constructor finished
    Trace(2013-Mar-11 19:53:03): TrySyncProduct, Calling BeginSync
    Trace(2013-Mar-11 19:53:04): Opened catalogue!
    Trace(2013-Mar-11 19:53:04): Attempting to synchronise load balancing and redirection files
    Trace(2013-Mar-11 19:53:05): Failed to synchronise load balancing and redirection files: Bad certificate chain!
    Trace(2013-Mar-11 19:53:05): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2013-Mar-11 19:53:05): SDDSUpdate(SyncProduct.Start): SAVXP, Sophos
    Trace(2013-Mar-11 19:53:05): SDDSUpdateLocation caught exception from download: Bad certificate chain!
    Trace(2013-Mar-11 19:53:05): SDDSUpdate(SDDSDownloadFailed): SAVXP, Sophos
    Trace(2013-Mar-11 19:53:06): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
    Trace(2013-Mar-11 19:53:06): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
    Trace(2013-Mar-11 19:53:06): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2013-Mar-11 19:53:06): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2013-Mar-11 19:53:06): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2013-Mar-11 19:53:06): Path to decode files to: C:\WINDOWS\TEMP\sophos_autoupdate1.dir\1363031586
    Trace(2013-Mar-11 19:53:06): Using top level catalogue sdds.esc_10
    Trace(2013-Mar-11 19:53:06): SDDSUpdateLocation, constructor start
    Trace(2013-Mar-11 19:53:06): locConfig.m_server = Sophos
    Trace(2013-Mar-11 19:53:06): Calling check on source.m_address.m_path = Sophos
    Trace(2013-Mar-11 19:53:06): Calling package_source_init
    Trace(2013-Mar-11 19:53:06): Creating package source to represent parent
    Trace(2013-Mar-11 19:53:06): Create package source to represent local cache
    Trace(2013-Mar-11 19:53:06): SDDSUpdateLocation::Constructor finished
    Trace(2013-Mar-11 19:53:06): TrySyncProduct, Calling BeginSync
    Trace(2013-Mar-11 19:53:06): Opened catalogue!
    Trace(2013-Mar-11 19:53:06): Attempting to synchronise load balancing and redirection files
    Trace(2013-Mar-11 19:53:06): Failed to synchronise load balancing and redirection files: Bad certificate chain!
    Trace(2013-Mar-11 19:53:06): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {4DB41E90-DC56-41DC-B91E-9B8E537489A8}
    Trace(2013-Mar-11 19:53:06): SDDSUpdate(SyncProduct.Start): Sophos Client Firewall, Sophos
    Trace(2013-Mar-11 19:53:06): SDDSUpdateLocation caught exception from download: Bad certificate chain!
    Trace(2013-Mar-11 19:53:06): SDDSUpdate(SDDSDownloadFailed): Sophos Client Firewall, Sophos
    Trace(2013-Mar-11 19:53:07): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
    Trace(2013-Mar-11 19:53:07): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
    Trace(2013-Mar-11 19:53:07): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2013-Mar-11 19:53:07): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2013-Mar-11 19:53:07): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2013-Mar-11 19:53:07): Path to decode files to: C:\WINDOWS\TEMP\sophos_autoupdate1.dir\1363031587
    Trace(2013-Mar-11 19:53:07): Using top level catalogue sdds.esc_10
    Trace(2013-Mar-11 19:53:07): SDDSUpdateLocation, constructor start
    Trace(2013-Mar-11 19:53:07): locConfig.m_server = Sophos
    Trace(2013-Mar-11 19:53:07): Calling check on source.m_address.m_path = Sophos
    Trace(2013-Mar-11 19:53:07): Calling package_source_init
    Trace(2013-Mar-11 19:53:07): Creating package source to represent parent
    Trace(2013-Mar-11 19:53:07): Create package source to represent local cache
    Trace(2013-Mar-11 19:53:07): SDDSUpdateLocation::Constructor finished
    Trace(2013-Mar-11 19:53:07): TrySyncProduct, Calling BeginSync
    Trace(2013-Mar-11 19:53:07): Opened catalogue!
    Trace(2013-Mar-11 19:53:07): Attempting to synchronise load balancing and redirection files
    Trace(2013-Mar-11 19:53:07): Failed to synchronise load balancing and redirection files: Bad certificate chain!
    Trace(2013-Mar-11 19:53:07): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2013-Mar-11 19:53:07): SDDSUpdate(SyncProduct.Start): Sophos AutoUpdate, Sophos
    Trace(2013-Mar-11 19:53:07): SDDSUpdateLocation caught exception from download: Bad certificate chain!
    Trace(2013-Mar-11 19:53:07): SDDSUpdate(SDDSDownloadFailed): Sophos AutoUpdate, Sophos
    Trace(2013-Mar-11 19:53:08): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
    Trace(2013-Mar-11 19:53:08): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
    Trace(2013-Mar-11 19:53:08): ALUpdate():
    Trace(2013-Mar-11 19:53:08): ALUpdate(DownloadEnded):
    Trace(2013-Mar-11 19:53:08): UpdateCoordinator::UpdateNow: About to Action list of products
    Trace(2013-Mar-11 19:53:10): RMSMessageHandler: ALUpdateEnd
    Trace(2013-Mar-11 19:53:10): 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(2013-Mar-11 19:53:10): 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(2013-Mar-11 19:53:10): IPCSender::ProcessSend: Listener not ready starting to wait
    Trace(2013-Mar-11 19:53:11): IPCSender::ProcessSend exiting

    :38309
  • 0

    Hello Mark,

    the significant message is likely  Failed to synchronise load balancing and redirection files: Bad certificate chain!. Searching the knowledgebase for bad certificate chain returns a few articles of which Clients updating directly from Sophos fail to update, a red cross is visible on the Sophos shield signifying a failed update might apply. 

    HTH

    Christian

    :38321
  • 0

    Thanks. I will have a read and see what I can learn. Sorry about late reply. In the middle of moving and it is quite time consuming!

    M.

    :38717
  • 0

    Hi.

    Looks like a certificate problem based on:

    "Bad certificate chain!" error in log. 

    http://www.sophos.com/en-us/support/knowledgebase/118470.aspx

    It's similar to the error SUM would have:

    http://www.sophos.com/en-us/support/knowledgebase/118472.aspx

    I would manually install the latest version.

    Regards,

    Jak

    :38721
  • 0

    The trouble is at the moment is that whenever I try and put my cedentials in to do a download then all I get is:

    Our website is presently experiencing technical difficulties. Our Information Technology team has been notified.

    Please wait a few minutes, and try again.

    Seems to have been going on for a while. Anyone know what is going on?

    M.

    :38729
  • 0

    HI,

    Odd, I would suggest giving Support a quick call (http://www.sophos.com/en-us/support/contact-support/contact-information.aspx), they can check credentials and  probably provide an alternative link to at least download the software.

    Regards,

    Jak

    :38731