sophos protection updating failed

Hello yeowkm,

guess the remainder of the message is Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required). According to An endpoint computer fails to update ('Could not contact server') the cause is: Various. :smileyindifferent:

Please check the ALUpdate logs in the same directory. It's not simple but shouldn't be too hard to spot the more specific error message. Search for a line containing Logging on network access user - the error shouldn't be too far down. If it's not obvious post a snippet here.

Christian

Does not connect to server.  I don't understand why it was updating fine in the past and now it can't.

• I haven't changed servers (google) and am not a business. 
• I once fiddled around and got it to update the last time, but can't remember why it worked and can't figure it out again.  I've done everything the help menu suggests.
• I now have 6 errors after scanning my computer and don't know what to do about them. 
• I don't know when my Sophos account was paid last, but never received a message that it was expiring or anything.

So, why is this suddenly happening? How do I rectifiy each situation?

Thank you for getting back to me quickly.  

heart

Hello heart,

which Sophos product and operating system are you talking about (and, BTW, which help menu)? You should remember where you got it from. Could you post at least the server address - this might help to help you.

Christian 

I've left a voice mail for Sophos Customer Service about this. I couldn't reach anyone directly.  

Bought Sophos from Staples years ago, then paid Sophos for more years directly... who would know? I don't think Staples did when I checked with them last because it was so long ago and they needed a receipt or something. 

Also, what is a server address?  is it the same as my internet provider, which is google? I work from a home computer, not with a business.  If it is my internet provider, what does that tell me.

The help menu I used is listed under Sophos Endpoint Security and Control as Help Topics.

My operating system is Windows Vista Home Edition.

Thank you in advance. 

I had the same thing happen to me on my Mac. I uninstalled it and reinstalled the latest version and it works now.  I know you mentioned you bought it from Staples, but it was free here: http://www.sophos.com/en-us/products/free-tools.aspx

Hope that helps!

Thanks for your help, enderbean!

As it turns out, Sophos responded to my customer service phone call within an hour or so and a tech support person said got on to my screen to see what the problem was.  She answered a lot of other questions I had too.  

In the end, she said she'd just delete what I had and install the upgrade for me. She was very helpful and her name was Drea. (like the end of Andrea)  It took an hour or so of her to do it, but no worries since then.

Heart.