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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 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
:21459
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0 phidippus over 13 years ago

******** 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
:21459
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