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Could not contact Primary Server

JP

Got this message when updating Sophos Home Edition for Mac:

Could not contact Primary Server. URL Error: 3 July 2015

Mac OS X 10.10.4

Sophos Home Edition 9.2.4

As I'm in Australia and this is first report for 3rd July, am thinking this may be a cloud error with Sophos infrastructure.

If not, there's something else amiss... have cleared cache and restarted.

:1021170


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  • 0

    Hi everyone,

    Sorry to hear this is still ongoing. If you are experiencing this issue, can you please do the following?

    1. Post a copy of your SAV log

    • Click on the Sophos shield tray icon and select Open Preferences.. 
    • Click the Logging button on the right hand side. 
    • Click the View Log Contents button. This will automatically open the SAV Log.
    • Post the output of this log to your reply. It will look something like this, except with errors:
    com.sophos.intercheck: Info:	On-access scanner started at 09:28 on 09 July 2015
com.sophos.intercheck: 
com.sophos.autoupdate: Updating catalogue information at 10:33:31 09 July 2015
com.sophos.autoupdate: Catalogue updated at 10:33:33 09 July 2015
com.sophos.autoupdate: Download started at 10:33:33 09 July 2015
com.sophos.autoupdate: Download completed at 10:33:48 09 July 2015
com.sophos.autoupdate: Software is up-to-date at 10:33:51 09 July 2015
com.sophos.autoupdate: Info:	Checked primary server at 10:33 on 09 July 2015

    2. Open Terminal and run the following tests

    • Spotlight search "terminal"
    • Copy the following commands into the terminal window, one line at at time. Press enter after each line. Paste your results into your reply.

    traceroute -I dci.sophosupd.com

    traceroute -I d1.sophosupd.com

    traceroute -I d2.sophosupd.com

    ping -c 5 dci.sophosupd.com

    ping -c 5 d1.sophosupd.com

    ping -c 5 d2.sophosupd.com

    Hopefully that isn't too confusing, but let me know if you have any questions, and thanks again for your patience on this issue.

    Please note, if you don't want to post your results publicly you can feel free to email me directly, serra@sophos.com. 

     

    :1021269
Reply
  • 0

    Hi everyone,

    Sorry to hear this is still ongoing. If you are experiencing this issue, can you please do the following?

    1. Post a copy of your SAV log

    • Click on the Sophos shield tray icon and select Open Preferences.. 
    • Click the Logging button on the right hand side. 
    • Click the View Log Contents button. This will automatically open the SAV Log.
    • Post the output of this log to your reply. It will look something like this, except with errors:
    com.sophos.intercheck: Info:	On-access scanner started at 09:28 on 09 July 2015
com.sophos.intercheck: 
com.sophos.autoupdate: Updating catalogue information at 10:33:31 09 July 2015
com.sophos.autoupdate: Catalogue updated at 10:33:33 09 July 2015
com.sophos.autoupdate: Download started at 10:33:33 09 July 2015
com.sophos.autoupdate: Download completed at 10:33:48 09 July 2015
com.sophos.autoupdate: Software is up-to-date at 10:33:51 09 July 2015
com.sophos.autoupdate: Info:	Checked primary server at 10:33 on 09 July 2015

    2. Open Terminal and run the following tests

    • Spotlight search "terminal"
    • Copy the following commands into the terminal window, one line at at time. Press enter after each line. Paste your results into your reply.

    traceroute -I dci.sophosupd.com

    traceroute -I d1.sophosupd.com

    traceroute -I d2.sophosupd.com

    ping -c 5 dci.sophosupd.com

    ping -c 5 d1.sophosupd.com

    ping -c 5 d2.sophosupd.com

    Hopefully that isn't too confusing, but let me know if you have any questions, and thanks again for your patience on this issue.

    Please note, if you don't want to post your results publicly you can feel free to email me directly, serra@sophos.com. 

     

    :1021269
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