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Yet another "Could not contact server" thread - please help with updating

Thylacine

Hi all,

I'm posting to try and make sense of what seems to be a common updating issue. None of threads previous have any clear solution I can see. It shouldn't be this difficult.

Logged in to the Sophos site and downloaded and installed stand-alone Endpoint protection for Windows 2000+ which was available in my downloads section.

I'm running Windows 7 Ultimate 64bit. 

I've added both a primary and secondary update source, and logged in using the username/password provided to me by my 3rd party organisation which provides Sophos to individual members as a benefit. This is the username/password for the license that I assume allowed me to access and download the application in the first place.

I do have a personal username and password used to login to the Sophos website. I've also tried all combinations using these credentials, no difference.

I can ping 140.112.8.164 fine. I'm not behind any restrictive firewall other than default Windows firewall settings.

I can access via my browser;

http://dci.sophosupd.net/  <it works - authed>

http://d1.sophosupd.net/  <it works>

http://d2.sophosupd.net/  <it works>

To weed out the junk in my log file, I clicked the tray icon and ran a manual update, then extracted only the recent log messages, pasted below;

Trace(2012-Aug-09 23:40:22): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
Trace(2012-Aug-09 23:40:22): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
Trace(2012-Aug-09 23:40:22): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
Trace(2012-Aug-09 23:40:22): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
Trace(2012-Aug-09 23:40:22): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2012-Aug-09 23:40:22): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2012-Aug-09 23:40:22): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
Trace(2012-Aug-09 23:40:22): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
Trace(2012-Aug-09 23:40:22): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2012-Aug-09 23:40:22): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2012-Aug-09 23:40:22): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2012-Aug-09 23:40:22): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2012-Aug-09 23:40:22): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
Trace(2012-Aug-09 23:40:22): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
Trace(2012-Aug-09 23:40:22): Computer is a not possible cluster
Trace(2012-Aug-09 23:40:22): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2012-Aug-09 23:40:22): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2012-Aug-09 23:40:22): Considering subscribed products.
Trace(2012-Aug-09 23:40:22): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2012-Aug-09 23:40:22): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2012-Aug-09 23:40:22): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2012-Aug-09 23:40:22): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2012-Aug-09 23:40:22): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2012-Aug-09 23:40:22): GenerateCustomerID: complete
Trace(2012-Aug-09 23:40:22): Computer is a not possible cluster
Trace(2012-Aug-09 23:40:22): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2012-Aug-09 23:40:22): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2012-Aug-09 23:40:22): GenerateCustomerID: complete
Trace(2012-Aug-09 23:40:22): Computer is a not possible cluster
Trace(2012-Aug-09 23:40:22): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2012-Aug-09 23:40:22): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2012-Aug-09 23:40:22): IPCSender::ProcessSend started
Trace(2012-Aug-09 23:40:22): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2012-Aug-09 23:40:22): RMSMessageHandler: ALUpdateStart
Trace(2012-Aug-09 23:40:22): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2012-Aug-09 23:40:22): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2012-Aug-09 23:40:22): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2012-Aug-09 23:40:22): ALUpdate(AutoUpdate.Started): 
Trace(2012-Aug-09 23:40:22): UpdateCoordinator::UpdateNow: Entering
Trace(2012-Aug-09 23:40:22): PopulateCache: Entering
Trace(2012-Aug-09 23:40:22): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2012-Aug-09 23:40:22): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2012-Aug-09 23:40:22): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started: 
Trace(2012-Aug-09 23:40:22): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2012-Aug-09 23:40:22): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\1344519622
Trace(2012-Aug-09 23:40:22): SDDSUpdateLocation, constructor start
Trace(2012-Aug-09 23:40:22): locConfig.m_server = Sophos
Trace(2012-Aug-09 23:40:22): Calling check on source.m_address.m_path = Sophos
Trace(2012-Aug-09 23:40:22): Calling package_source_init
Trace(2012-Aug-09 23:40:22): Creating package source to represent parent
Trace(2012-Aug-09 23:40:22): Create package source to represent local cache
Trace(2012-Aug-09 23:40:22): SDDSUpdateLocation::Constructor finished
Trace(2012-Aug-09 23:40:22): TrySyncProduct, Calling BeginSync
Trace(2012-Aug-09 23:40:24): SDDSUpdateLocation caught exception from BeginSync: Cannot create stream http://es-web-2.sophos.com/update/catalogue/.xml GetLastError returned 0
Trace(2012-Aug-09 23:40:24): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2012-Aug-09 23:40:24): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2012-Aug-09 23:40:24): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started: 
Trace(2012-Aug-09 23:40:24): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2012-Aug-09 23:40:24): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\1344519624
Trace(2012-Aug-09 23:40:24): SDDSUpdateLocation, constructor start
Trace(2012-Aug-09 23:40:24): locConfig.m_server = Sophos
Trace(2012-Aug-09 23:40:24): Calling check on source.m_address.m_path = Sophos
Trace(2012-Aug-09 23:40:24): Calling package_source_init
Trace(2012-Aug-09 23:40:24): Creating package source to represent parent
Trace(2012-Aug-09 23:40:24): Create package source to represent local cache
Trace(2012-Aug-09 23:40:24): SDDSUpdateLocation::Constructor finished
Trace(2012-Aug-09 23:40:24): TrySyncProduct, Calling BeginSync
Trace(2012-Aug-09 23:40:24): SDDSUpdateLocation caught exception from BeginSync: Cannot create stream http://es-web-2.sophos.com/update/catalogue/.xml GetLastError returned 0
Trace(2012-Aug-09 23:40:24): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2012-Aug-09 23:40:24): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2012-Aug-09 23:40:24): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started: 
Trace(2012-Aug-09 23:40:24): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2012-Aug-09 23:40:24): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\1344519624
Trace(2012-Aug-09 23:40:24): SDDSUpdateLocation, constructor start
Trace(2012-Aug-09 23:40:24): locConfig.m_server = Sophos
Trace(2012-Aug-09 23:40:24): Calling check on source.m_address.m_path = Sophos
Trace(2012-Aug-09 23:40:24): Calling package_source_init
Trace(2012-Aug-09 23:40:24): Creating package source to represent parent
Trace(2012-Aug-09 23:40:24): Create package source to represent local cache
Trace(2012-Aug-09 23:40:24): SDDSUpdateLocation::Constructor finished
Trace(2012-Aug-09 23:40:24): TrySyncProduct, Calling BeginSync
Trace(2012-Aug-09 23:40:24): SDDSUpdateLocation caught exception from BeginSync: Cannot create stream http://es-web-2.sophos.com/update/catalogue/.xml GetLastError returned 0
Trace(2012-Aug-09 23:40:24): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2012-Aug-09 23:40:24): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
Trace(2012-Aug-09 23:40:24): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started: 
Trace(2012-Aug-09 23:40:24): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2012-Aug-09 23:40:24): Path to decode files to: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\1344519624
Trace(2012-Aug-09 23:40:24): SDDSUpdateLocation, constructor start
Trace(2012-Aug-09 23:40:24): locConfig.m_server = Sophos
Trace(2012-Aug-09 23:40:24): Calling check on source.m_address.m_path = Sophos
Trace(2012-Aug-09 23:40:24): Calling package_source_init
Trace(2012-Aug-09 23:40:24): Creating package source to represent parent
Trace(2012-Aug-09 23:40:24): Create package source to represent local cache
Trace(2012-Aug-09 23:40:24): SDDSUpdateLocation::Constructor finished
Trace(2012-Aug-09 23:40:24): TrySyncProduct, Calling BeginSync
Trace(2012-Aug-09 23:40:24): SDDSUpdateLocation caught exception from BeginSync: Cannot create stream http://es-web-2.sophos.com/update/catalogue/.xml GetLastError returned 0
Trace(2012-Aug-09 23:40:24): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2012-Aug-09 23:40:24): ALUpdate(): 
Trace(2012-Aug-09 23:40:24): ALUpdate(DownloadEnded): 
Trace(2012-Aug-09 23:40:24): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2012-Aug-09 23:40:26): RMSMessageHandler: ALUpdateEnd
Trace(2012-Aug-09 23:40:26): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
Trace(2012-Aug-09 23:40:26): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
Trace(2012-Aug-09 23:40:26): IPCSender::ProcessSend: Listener not ready starting to wait
Trace(2012-Aug-09 23:40:27): IPCSender::ProcessSend exiting

I've read a few things about opening ports and such, but this seriously can't be the solution from a security software company.

Any help would be appreciated

Cheers

:27993


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  • 0

    Hello Thylacine,

    Cannot create stream http://es-web-2.sophos.com/update/catalogue/.xml

    indicates that the source catalogue (and thus the product) can't be found. Taking a closer look the requested file (.xml)  doesn't have a name, so no wonder it fails.

    Please have a look at %ProgramData%\Sophos\AutoUpdate\Config - there should be 6 .cfg files and one named TopLevelCatalogue.dat which is just a plain text file and should contain sdds.esc_10. If it doesn't exist or is empty (and no, can't so what could have caused this) just create it and try again.

    Christian

    :28129
  • 0

    Thanks, I've created the plain text file as you specified and after a manual update it now is updating from Sophos.

    Cheers

    :28131