[updating] could not contact server

HI,

Are you able to paste the contents of the AutoUpdate trace log during a failed update.  You can find them here:

"C:\ProgramData\Sophos\AutoUpdate\Logs \ALUpdate[timestamp].log"

Just the text beween the text:

ALUpdate started:

and

ALUpdate started:

of the last update check should do.

Out of interest, is this the only machine updating from that same location ( http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP ) with the problem, this should rule out the distribution location being the issue.

Regards,

Jak

Jak,

Thank you for replying. 

There is no folder named *Logs* inside of  *C:\Program Files (x86)\Sophos\AutoUpdate *

I tried to find it in other folders, but I could not find it... In the configure option of the control panel of Endpoint, it saysLog file location: C:\ProgramData\Sophos\Sophos Anti-Virus\logs\SAV.txt   ---- but there is no such folder (i.e., ProgramData) in C:\ either...

I also do not know about (http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP ). This was automatically set by the installation. I think many computers (this is under a university lisence) are set up in the same way. 

Thank you for your help.

P

Hi,

The option "Show hidden files and folders" is required to be on to see "C:\programdata\" but you should stil be able to browse through it.   To do so, just open a Explorer window, e.g, open "Documents" or "Computer" and then update the address bar to be:

C:\ProgramData\Sophos\AutoUpdate\Logs \

If it's easier for the future, you can emable the option to see the directory:

"Control Panel"

"View by Category" = small icons

"Folder options"

"View" tab

"Show hidden files, folders and drives" radio button.

Or 

If you're already looking at the list of folders under C:, Click "ogranise" from the menu and then choose "Folder and search options", then  "View" tab -"Show hidden files, folders and drives" radio button.

Out of interest, can you ping the address:

140.112.8.164

I.e, in a command window, does running:

ping 140.112.8.164

reply?

Is it that you're away from that network and it's a similar case to:

/search?q= 14679

Regards,

Jak

Jak,

Thank you for the detailed advice. I paste the ping response and the log below. I got the ping response, so it is a different case from the one you mentioned?

I could not paste the log file at once (over 20000 letters limit). I will devide it into three...

******** PING RESPONSE ********

Pinging 140.112.8.164 with 32 bytes of data:

Reply from 140.112.8.164: bytes=32 time=125ms TTL=118

Reply from 140.112.8.164: bytes=32 time=113ms TTL=118

Reply from 140.112.8.164: bytes=32 time=122ms TTL=118

Reply from 140.112.8.164: bytes=32 time=111ms TTL=118

Ping statistics for 140.112.8.164:

    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 111ms, Maximum 125ms, Average = 117ms

******** LOG FILE 1 ********

Trace(2012-Jan-30 16:42:48): CIDUpdateLocation::Sync - Updating from http CID: http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/rms

Trace(2012-Jan-30 16:42:37): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"

Trace(2012-Jan-30 16:42:37): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has been added.

Trace(2012-Jan-30 16:42:37): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  available from Sophos.

Trace(2012-Jan-30 16:42:37): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  the Spam Rules package.

Trace(2012-Jan-30 16:42:37): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.

Trace(2012-Jan-30 16:42:37): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.

Trace(2012-Jan-30 16:42:37): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.

Trace(2012-Jan-30 16:42:37): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.

Trace(2012-Jan-30 16:42:37): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0

Trace(2012-Jan-30 16:42:37): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.

Trace(2012-Jan-30 16:42:37): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.

Trace(2012-Jan-30 16:42:37): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.

Trace(2012-Jan-30 16:42:37): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.

Trace(2012-Jan-30 16:42:37): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.

Trace(2012-Jan-30 16:42:37): ConfigurationImpl, considering PMSR: PureMessage not installed, PMSR package will not be updated

Trace(2012-Jan-30 16:42:37): Considering subscribed products.

Trace(2012-Jan-30 16:42:37): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}

Trace(2012-Jan-30 16:42:37): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.

Trace(2012-Jan-30 16:42:37): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.

Trace(2012-Jan-30 16:42:37): Could not read registry entry containing Sophos address - using hardcoded value.

Trace(2012-Jan-30 16:42:37): Could not read registry entry containing Sophos address - using hardcoded value.

Trace(2012-Jan-30 16:42:37): GenerateCustomerID: complete

Trace(2012-Jan-30 16:42:37): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4

Trace(2012-Jan-30 16:42:37): IPCSender::ProcessSend started

Trace(2012-Jan-30 16:42:37): IPCSender::ProcessSend: No messages in queue, starting to wait

Trace(2012-Jan-30 16:42:37): RMSMessageHandler: ALUpdateStart

Trace(2012-Jan-30 16:42:37): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />

Trace(2012-Jan-30 16:42:37): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />

Trace(2012-Jan-30 16:42:37): IPCSender::ProcessSend: No messages in queue, starting to wait

Trace(2012-Jan-30 16:42:37): ALUpdate(AutoUpdate.Started):

Trace(2012-Jan-30 16:42:37): UpdateCoordinator::UpdateNow: Entering

Trace(2012-Jan-30 16:42:37): PopulateCache: Entering

Trace(2012-Jan-30 16:42:37): CIDMapFile::Create C:\ProgramData\Sophos\AutoUpdate\cache\rms.map

Trace(2012-Jan-30 16:42:37): CIDMapFile::Create C:\ProgramData\Sophos\AutoUpdate\cache\savxp.map

Trace(2012-Jan-30 16:42:37): UpdateCoordinator::UpdateNow: About to Sync list of products

Trace(2012-Jan-30 16:42:37): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown

Trace(2012-Jan-30 16:42:37): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:

Trace(2012-Jan-30 16:42:37): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location

Trace(2012-Jan-30 16:42:37): Path to decode files to: C:\Windows\TEMP\sophos_autoupdate1.dir\1327912957

Trace(2012-Jan-30 16:42:37): Using top level catalogue sdds.esc95

Trace(2012-Jan-30 16:42:37): SDDSUpdateLocation, constructor start

Trace(2012-Jan-30 16:42:37): locConfig.m_server = http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:37): Calling check on source.m_address.m_path = http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:37): Calling package_source_init

Trace(2012-Jan-30 16:42:37): Creating package source to represent parent

Trace(2012-Jan-30 16:42:37): Create package source to represent local cache

Trace(2012-Jan-30 16:42:37): SDDSUpdateLocation::Constructor finished

Trace(2012-Jan-30 16:42:37): TrySyncProduct, Calling BeginSync

Trace(2012-Jan-30 16:42:39): SDDSUpdateLocation caught exception from BeginSync: Cannot create stream (403) http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/catalogue/sdds.esc95.xml GetLastError returned 0

Trace(2012-Jan-30 16:42:39): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0

Trace(2012-Jan-30 16:42:39): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:

Trace(2012-Jan-30 16:42:39): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location

Trace(2012-Jan-30 16:42:39): Calling package_source_init

Trace(2012-Jan-30 16:42:39): TrySyncProduct, Calling BeginSync

Trace(2012-Jan-30 16:42:48): File escdp.dat not found. Return code 0x80040f04

Trace(2012-Jan-30 16:42:48): Could not read master upd file: error 0x80040f04

Trace(2012-Jan-30 16:42:48): Error -2147217660 in ReadCustomerIDFile

Trace(2012-Jan-30 16:42:48): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}

Trace(2012-Jan-30 16:42:48): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT

Trace(2012-Jan-30 16:42:48): CIDUpdate(SyncProduct.Start): RMSNT, http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

******** LOG FILE 2 ********

Trace(2012-Jan-30 16:42:52): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}

Trace(2012-Jan-30 16:42:48): CIDSync(CidSyncMessage):

Trace(2012-Jan-30 16:42:49): CIDSync(CidSyncMessage):

Trace(2012-Jan-30 16:42:49): CIDSyncCallback, SynchronisationTerminated - Code = -2147217660

Trace(2012-Jan-30 16:42:49): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\rms.map

Trace(2012-Jan-30 16:42:49): CIDUpdateLocation::SyncProduct: Failed to update product (RMSNT) from "http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/", Error is :CIDSYNC_E_FILESYNCERROR (Error during file download.)

Trace(2012-Jan-30 16:42:49): CIDUpdate(CIDDownloadFailed): RMSNT, http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:50): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0

Trace(2012-Jan-30 16:42:50): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0

Trace(2012-Jan-30 16:42:50): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown

Trace(2012-Jan-30 16:42:50): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:

Trace(2012-Jan-30 16:42:50): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location

Trace(2012-Jan-30 16:42:50): Path to decode files to: C:\Windows\TEMP\sophos_autoupdate1.dir\1327912970

Trace(2012-Jan-30 16:42:50): Using top level catalogue sdds.esc95

Trace(2012-Jan-30 16:42:50): SDDSUpdateLocation, constructor start

Trace(2012-Jan-30 16:42:50): locConfig.m_server = http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:50): Calling check on source.m_address.m_path = http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:50): Calling package_source_init

Trace(2012-Jan-30 16:42:50): Creating package source to represent parent

Trace(2012-Jan-30 16:42:50): Create package source to represent local cache

Trace(2012-Jan-30 16:42:50): SDDSUpdateLocation::Constructor finished

Trace(2012-Jan-30 16:42:50): TrySyncProduct, Calling BeginSync

Trace(2012-Jan-30 16:42:50): SDDSUpdateLocation caught exception from BeginSync: Cannot create stream (403) http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/catalogue/sdds.esc95.xml GetLastError returned 0

Trace(2012-Jan-30 16:42:50): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0

Trace(2012-Jan-30 16:42:50): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:

Trace(2012-Jan-30 16:42:50): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location

Trace(2012-Jan-30 16:42:50): Calling package_source_init

Trace(2012-Jan-30 16:42:50): TrySyncProduct, Calling BeginSync

Trace(2012-Jan-30 16:42:50): File escdp.dat not found. Return code 0x80040f04

Trace(2012-Jan-30 16:42:50): Could not read master upd file: error 0x80040f04

Trace(2012-Jan-30 16:42:50): Error -2147217660 in ReadCustomerIDFile

Trace(2012-Jan-30 16:42:50): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}

Trace(2012-Jan-30 16:42:50): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP

Trace(2012-Jan-30 16:42:50): CIDUpdate(SyncProduct.Start): SAVXP, http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:50): CIDUpdateLocation::Sync - Updating from http CID: http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/savxp

Trace(2012-Jan-30 16:42:50): CIDSync(CidSyncMessage):

Trace(2012-Jan-30 16:42:51): CIDSync(CidSyncMessage):

Trace(2012-Jan-30 16:42:51): CIDSyncCallback, SynchronisationTerminated - Code = -2147217660

Trace(2012-Jan-30 16:42:51): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\savxp.map

Trace(2012-Jan-30 16:42:51): CIDUpdateLocation::SyncProduct: Failed to update product (SAVXP) from "http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/", Error is :CIDSYNC_E_FILESYNCERROR (Error during file download.)

Trace(2012-Jan-30 16:42:51): CIDUpdate(CIDDownloadFailed): SAVXP, http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:52): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0

Trace(2012-Jan-30 16:42:52): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0

Trace(2012-Jan-30 16:42:52): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown

Trace(2012-Jan-30 16:42:52): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:

Trace(2012-Jan-30 16:42:52): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location

Trace(2012-Jan-30 16:42:52): Path to decode files to: C:\Windows\TEMP\sophos_autoupdate1.dir\1327912972

Trace(2012-Jan-30 16:42:52): Using top level catalogue sdds.esc95

Trace(2012-Jan-30 16:42:52): SDDSUpdateLocation, constructor start

Trace(2012-Jan-30 16:42:52): locConfig.m_server = http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:52): Calling check on source.m_address.m_path = http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:52): Calling package_source_init

Trace(2012-Jan-30 16:42:52): Creating package source to represent parent

Trace(2012-Jan-30 16:42:52): Create package source to represent local cache

Trace(2012-Jan-30 16:42:52): SDDSUpdateLocation::Constructor finished

Trace(2012-Jan-30 16:42:52): TrySyncProduct, Calling BeginSync

Trace(2012-Jan-30 16:42:52): SDDSUpdateLocation caught exception from BeginSync: Cannot create stream (403) http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/catalogue/sdds.esc95.xml GetLastError returned 0

Trace(2012-Jan-30 16:42:52): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0

Trace(2012-Jan-30 16:42:52): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:

Trace(2012-Jan-30 16:42:52): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location

Trace(2012-Jan-30 16:42:52): Calling package_source_init

Trace(2012-Jan-30 16:42:52): TrySyncProduct, Calling BeginSync

Trace(2012-Jan-30 16:42:52): File escdp.dat not found. Return code 0x80040f04

Trace(2012-Jan-30 16:42:52): Could not read master upd file: error 0x80040f04

Trace(2012-Jan-30 16:42:52): Error -2147217660 in ReadCustomerIDFile

******** LOG FILE 3 ********

Trace(2012-Jan-30 16:43:00): IPCSender::ProcessSend exiting

Trace(2012-Jan-30 16:42:52): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate

Trace(2012-Jan-30 16:42:52): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:52): CIDUpdateLocation::Sync - Updating from http CID: http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/sau

Trace(2012-Jan-30 16:42:52): CIDSync(CidSyncMessage):

Trace(2012-Jan-30 16:42:53): CIDSync(CidSyncMessage):

Trace(2012-Jan-30 16:42:53): CIDSyncCallback, SynchronisationTerminated - Code = -2147217660

Trace(2012-Jan-30 16:42:53): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\sau.map

Trace(2012-Jan-30 16:42:53): CIDUpdateLocation::SyncProduct: Failed to update product (Sophos AutoUpdate) from "http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/", Error is :CIDSYNC_E_FILESYNCERROR (Error during file download.)

Trace(2012-Jan-30 16:42:53): CIDUpdate(CIDDownloadFailed): Sophos AutoUpdate, http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/

Trace(2012-Jan-30 16:42:54): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0

Trace(2012-Jan-30 16:42:54): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0

Trace(2012-Jan-30 16:42:54): ALUpdate(ProductUnavailable): RMSNT, Sophos

Trace(2012-Jan-30 16:42:54): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS

Trace(2012-Jan-30 16:42:54): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:

Trace(2012-Jan-30 16:42:54): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location

Trace(2012-Jan-30 16:42:54): Path to decode files to: C:\Windows\TEMP\sophos_autoupdate1.dir\1327912974

Trace(2012-Jan-30 16:42:54): Using top level catalogue sdds.esc95

Trace(2012-Jan-30 16:42:54): SDDSUpdateLocation, constructor start

Trace(2012-Jan-30 16:42:54): locConfig.m_server = Sophos

Trace(2012-Jan-30 16:42:54): Calling check on source.m_address.m_path = Sophos

Trace(2012-Jan-30 16:42:54): Calling package_source_init

Trace(2012-Jan-30 16:42:54): Creating package source to represent parent

Trace(2012-Jan-30 16:42:54): Create package source to represent local cache

Trace(2012-Jan-30 16:42:54): SDDSUpdateLocation::Constructor finished

Trace(2012-Jan-30 16:42:54): TrySyncProduct, Calling BeginSync

Trace(2012-Jan-30 16:42:55): Opened catalogue!

Trace(2012-Jan-30 16:42:55): Attempting to synchronise load balancing and redirection files

Trace(2012-Jan-30 16:42:55): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS

Trace(2012-Jan-30 16:42:55): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}

Trace(2012-Jan-30 16:42:55): SDDSUpdate(SyncProduct.Start): SAVXP, Sophos

Trace(2012-Jan-30 16:42:55): Finding minimum download, this version = 312 with size 24875205

Trace(2012-Jan-30 16:42:55): Finding minimum download, this version = 313 with size 21040460

Trace(2012-Jan-30 16:42:56): Finding minimum download, this version = 314 with size 18159050

Trace(2012-Jan-30 16:42:56): Finding minimum download, this version = 315 with size 12010826

Trace(2012-Jan-30 16:42:56): Finding minimum download, this version = 316 with size 9148250

Trace(2012-Jan-30 16:42:56): Finding minimum download, this version = 318 with size 0

Trace(2012-Jan-30 16:42:56): SDDSUpdateLocation: Requesting version 318

Trace(2012-Jan-30 16:42:56): Synching version 318.103 of {E17FE03B-0501-4aaa-BC69-0129D965F311}

Trace(2012-Jan-30 16:42:56): calculating decode signature for E17FE03B-0501-4aaa-BC69-0129D965F311 with a product entry of ad11388ba3a88a56ebb1849491158af9x000

Trace(2012-Jan-30 16:42:56):  and a version entry of e5119417e023ad3c47f0c1b89443da73x000

Trace(2012-Jan-30 16:42:56): SDDSUpdate(PrimarySuccess):

Trace(2012-Jan-30 16:42:57): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 1

Trace(2012-Jan-30 16:42:57): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 1

Trace(2012-Jan-30 16:42:57): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS

Trace(2012-Jan-30 16:42:57): SDDSUpdate(SyncProduct.Start): Sophos AutoUpdate, Sophos

Trace(2012-Jan-30 16:42:57): Finding minimum download, this version = 304 with size 0

Trace(2012-Jan-30 16:42:57): SDDSUpdateLocation: Requesting version 304

Trace(2012-Jan-30 16:42:57): Synching version 304.2 of {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}

Trace(2012-Jan-30 16:42:57): calculating decode signature for 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 with a product entry of 99f8b436e86023fadb297ff7a9cb13e1x000

Trace(2012-Jan-30 16:42:57):  and a version entry of f815d4d299ad4558bfc51b9e926cd02cx000

Trace(2012-Jan-30 16:42:57): SDDSUpdate(PrimarySuccess):

Trace(2012-Jan-30 16:42:58): ALUpdate(DownloadEnded):

Trace(2012-Jan-30 16:42:58): UpdateCoordinator::UpdateNow: About to Action list of products

Trace(2012-Jan-30 16:42:58): ALUpdate(Action.Skipped): SAVXP

Trace(2012-Jan-30 16:42:58): ALUpdate(Action.Skipped): Sophos AutoUpdate

Trace(2012-Jan-30 16:42:59): RMSMessageHandler: ALUpdateEnd

Trace(2012-Jan-30 16:42:59): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>Sophos AutoUpdate</Insert><Insert>http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of Sophos AutoUpdate failed from server http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/</ReadableMessage></Config>

Trace(2012-Jan-30 16:42:59): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>Sophos AutoUpdate</Insert><Insert>http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of Sophos AutoUpdate failed from server http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/</ReadableMessage></Config>

Trace(2012-Jan-30 16:42:59): IPCSender::ProcessSend: Listener not ready starting to wait

Christian ,

I am currently accessing from outside the campus, but this problem exists even when the computer is connected from the university's network. I am experiencing this problem for more than a year. All computers in my computer lab (connected to the university network) have the same problem.

I recently (few days ago) reinstalled Sophos. When I reinstalled, it downloaded a lot of things at first. But once the initial downloading ended, then the same problem has been occurring (i.e., cannot update).

P