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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

******** 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
:21457
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0 phidippus over 13 years ago

******** 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
:21457
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