Can't conncet to server Sophos to perform update

Hello James86,

did it work before or has it never worked or are you traveling China where it doesn't work? Anyway, the ALUpdate logs contain a more specific error message.Please check if you can resolve es-web.sophos.com (guess this is the address used, you'll find it in ...Sophos\AutoUpdate\Config\iconn.cfg) and access the site.

Christian

Hi, QC,

It never worked, and can't resolve es-web.sophos.com, can you help check the log below:

Trace(2013-Jul-24 17:41:05): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "c:\Program Files\Sophos\AutoUpdate"
Trace(2013-Jul-24 17:41:05): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
Trace(2013-Jul-24 17:41:05): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
Trace(2013-Jul-24 17:41:05): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
Trace(2013-Jul-24 17:41:05): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2013-Jul-24 17:41:05): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2013-Jul-24 17:41:05): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
Trace(2013-Jul-24 17:41:05): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
Trace(2013-Jul-24 17:41:05): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2013-Jul-24 17:41:05): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2013-Jul-24 17:41:05): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2013-Jul-24 17:41:05): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2013-Jul-24 17:41:05): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
Trace(2013-Jul-24 17:41:05): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
Trace(2013-Jul-24 17:41:05): Computer is a not possible cluster
Trace(2013-Jul-24 17:41:05): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2013-Jul-24 17:41:05): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2013-Jul-24 17:41:05): Considering subscribed products.
Trace(2013-Jul-24 17:41:05): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2013-Jul-24 17:41:05): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2013-Jul-24 17:41:05): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2013-Jul-24 17:41:05): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2013-Jul-24 17:41:05): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2013-Jul-24 17:41:05): GenerateCustomerID: complete
Trace(2013-Jul-24 17:41:05): Computer is a not possible cluster
Trace(2013-Jul-24 17:41:05): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2013-Jul-24 17:41:05): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2013-Jul-24 17:41:05): RMSMessageHandler: ALUpdateStart
Trace(2013-Jul-24 17:41:05): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2013-Jul-24 17:41:05): ALUpdate(AutoUpdate.Started): ***************          Sophos AutoUpdate started          ***************
Trace(2013-Jul-24 17:41:05): UpdateCoordinator::UpdateNow: Entering
Trace(2013-Jul-24 17:41:05): PopulateCache: Entering
Trace(2013-Jul-24 17:41:05): IPCSender::ProcessSend started
Trace(2013-Jul-24 17:41:05): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2013-Jul-24 17:41:05): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2013-Jul-24 17:41:05): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2013-Jul-24 17:41:05): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2013-Jul-24 17:41:05): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2013-Jul-24 17:41:05): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
Trace(2013-Jul-24 17:41:05): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2013-Jul-24 17:41:05): Path to decode files to: c:\Program Files\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\1374658865
Trace(2013-Jul-24 17:41:05): Using top level catalogue sdds.esc_10_2
Trace(2013-Jul-24 17:41:05): SDDSUpdateLocation, constructor start
Trace(2013-Jul-24 17:41:05): locConfig.m_server = Sophos
Trace(2013-Jul-24 17:41:05): Calling check on source.m_address.m_path = Sophos
Trace(2013-Jul-24 17:41:05): Calling package_source_init
Trace(2013-Jul-24 17:41:05): Creating package source to represent parent
Trace(2013-Jul-24 17:41:05): Create package source to represent local cache
Trace(2013-Jul-24 17:41:05): SDDSUpdateLocation::Constructor finished
Trace(2013-Jul-24 17:41:05): TrySyncProduct, Calling BeginSync
Trace(2013-Jul-24 17:41:06): Opened catalogue!
Trace(2013-Jul-24 17:41:06): Attempting to synchronise load balancing and redirection files
Trace(2013-Jul-24 17:41:06): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
Trace(2013-Jul-24 17:41:06): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2013-Jul-24 17:41:06): SDDSUpdate(SyncProduct.Start): Downloading product SAVXP from server Sophos
Trace(2013-Jul-24 17:41:10): 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-BC69-0129D965F311/4fcfe12f6941156309eb4b5f3907d03bx000.xml
Trace(2013-Jul-24 17:41:10): SDDSUpdate(SDDSDownloadFailed): ERROR:   Download of SAVXP failed from server Sophos
Trace(2013-Jul-24 17:41:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
Trace(2013-Jul-24 17:41:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2013-Jul-24 17:41:11): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2013-Jul-24 17:41:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
Trace(2013-Jul-24 17:41:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2013-Jul-24 17:41:11): Path to decode files to: c:\Program Files\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\1374658871
Trace(2013-Jul-24 17:41:11): Using top level catalogue sdds.esc_10_2
Trace(2013-Jul-24 17:41:11): SDDSUpdateLocation, constructor start
Trace(2013-Jul-24 17:41:11): locConfig.m_server = Sophos
Trace(2013-Jul-24 17:41:11): Calling check on source.m_address.m_path = Sophos
Trace(2013-Jul-24 17:41:11): Calling package_source_init
Trace(2013-Jul-24 17:41:11): Creating package source to represent parent
Trace(2013-Jul-24 17:41:11): Create package source to represent local cache
Trace(2013-Jul-24 17:41:11): SDDSUpdateLocation::Constructor finished
Trace(2013-Jul-24 17:41:11): TrySyncProduct, Calling BeginSync
Trace(2013-Jul-24 17:41:12): Opened catalogue!
Trace(2013-Jul-24 17:41:12): Attempting to synchronise load balancing and redirection files
Trace(2013-Jul-24 17:41:12): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
Trace(2013-Jul-24 17:41:12): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2013-Jul-24 17:41:12): SDDSUpdate(SyncProduct.Start): Downloading product Sophos AutoUpdate from server Sophos
Trace(2013-Jul-24 17:41:13): 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-9974-5A1F261DBEE8/61fe2ea745570464fafa63d98557c923x000.xml
Trace(2013-Jul-24 17:41:13): SDDSUpdate(SDDSDownloadFailed): ERROR:   Download of Sophos AutoUpdate failed from server Sophos
Trace(2013-Jul-24 17:41:14): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
Trace(2013-Jul-24 17:41:14): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2013-Jul-24 17:41:14): ALUpdate(): ERROR:   Could not find a source for updated packages
Trace(2013-Jul-24 17:41:14): ALUpdate(DownloadEnded): Downloading phase completed
Trace(2013-Jul-24 17:41:14): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2013-Jul-24 17:41:15): RMSMessageHandler: ALUpdateEnd
Trace(2013-Jul-24 17:41:15): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>³ö´í£ºÎÞ·¨ÕÒµ½¸üаüµÄ¸üÐÂÔ´¡£</ReadableMessage></Config>
Trace(2013-Jul-24 17:41:15): 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>³ö´í£ºÎÞ·¨ÕÒµ½¸üаüµÄ¸üÐÂÔ´¡£</ReadableMessage></Config>
Trace(2013-Jul-24 17:41:15): IPCSender::ProcessSend: Listener not ready starting to wait
Trace(2013-Jul-24 17:41:16): IPCSender::ProcessSend exiting

Thanks,

James

Hello James,

the Couldn't authenticate user for resource with host server normally indicates wrong credentials (the Sophos license credentials) - make sure there's no trailing blank if you have copy/pasted them.

Christian

Hi, QC,

Thanks for your tip, I found I used the MySophos account to confiugre the AutoUpdate, I changed it to license username then it works.

Thanks,

James