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[updating] could not contact server

phidippus

Hello,

I am having an updating problem. The message says 'could not contact server'. I see there are many posts on this issue, but I was unable to make use of the existing posts, partly because I don't understand them. So I decided to post my own. My OS is Windows 7 Enterprise (64bit), and Sophos Endpoint Security and Control is version 9.5. I paste a log from the application below. Thank you for your help.

*****************************************************************

Time: 1/29/2012 23:39:30Message: AutoUpdate finishedModule: ALUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:29Message: Installation of Sophos AutoUpdate skippedModule: ALUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:29Message: Installation of SAVXP skippedModule: ALUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:29Message: Downloading phase completedModule: ALUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:28Message: Product cache update from secondary server successfully finishedModule: SDDSUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:28Message: Downloading product Sophos AutoUpdate from server SophosModule: SDDSUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:27Message: Product cache update from secondary server successfully finishedModule: SDDSUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:26Message: Downloading product SAVXP from server SophosModule: SDDSUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:24Message: Download of product RMSNT from server Sophos skipped because it is unavailable from this locationModule: ALUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:23Message: ERROR:   Download of Sophos AutoUpdate failed from server http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/Module: CIDUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:23Message: Downloading product Sophos AutoUpdate from server http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/Module: CIDUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:21Message: ERROR:   Download of SAVXP failed from server http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/Module: CIDUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:21Message: Downloading product SAVXP from server http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/Module: CIDUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:19Message: ERROR:   Download of RMSNT failed from server http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/Module: CIDUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:18Message: Downloading product RMSNT from server http://140.112.8.164/webinst/CIDs/S000/SAVSCFXP/Module: CIDUpdateProcess ID: 4660Thread ID: 4228
Time: 1/29/2012 23:39:18Message: ***************          Sophos AutoUpdate started          ***************Module: ALUpdateProcess ID: 4660Thread ID: 4228

:21439


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  • 0

    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

    :21453
Reply
  • 0

    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

    :21453
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