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[updating] could not contact server

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

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0 phidippus over 13 years ago

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/
:21455
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0 phidippus over 13 years ago

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/
:21455
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