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.
Hey everyone,
Just wanted to let you know we're looking into this issue and do appreciate your patience. One additional peice of data I've been asked to gather is a TCP capture. This can be somewhat complicated for the average user, but I'll try my best to explain step by step.
1. Spotlight search "terminal" and press enter.
2. Copy and paste this command and press enter: ifconfig
Note: It's best to do the next steps as quickly as possible, otherwise the tcpcapture will genrate an extremely large file, which could cause issues when attempting to email the file. I would recommend reading through all the steps before you proceed.
4. Copy and paste the below command into the terminal. Replace <interface> with the number from step 1. For example, mine would look like this: sudo tcpdump -w capture.pcap -s 0 -i en0 port 80
sudo tcpdump -w capture.pcap -s 0 -i <interface> port 80
5. When you are ready to start, hit enter
6. Click the Sophos sheild icon and click on Update Now
7. As soon as the update fails, go back to your terminal window and hit control-c or command-c to quit the capture
8. This will create a file on your hard drive called capture.pcap. Spotlight search for this file and email it to me > serra@sophos.com
Whew! I know it's a lot of work, good luck and let me know if you have questions.
Hey everyone,
Just wanted to let you know we're looking into this issue and do appreciate your patience. One additional peice of data I've been asked to gather is a TCP capture. This can be somewhat complicated for the average user, but I'll try my best to explain step by step.
1. Spotlight search "terminal" and press enter.
2. Copy and paste this command and press enter: ifconfig
Note: It's best to do the next steps as quickly as possible, otherwise the tcpcapture will genrate an extremely large file, which could cause issues when attempting to email the file. I would recommend reading through all the steps before you proceed.
4. Copy and paste the below command into the terminal. Replace <interface> with the number from step 1. For example, mine would look like this: sudo tcpdump -w capture.pcap -s 0 -i en0 port 80
sudo tcpdump -w capture.pcap -s 0 -i <interface> port 80
5. When you are ready to start, hit enter
6. Click the Sophos sheild icon and click on Update Now
7. As soon as the update fails, go back to your terminal window and hit control-c or command-c to quit the capture
8. This will create a file on your hard drive called capture.pcap. Spotlight search for this file and email it to me > serra@sophos.com
Whew! I know it's a lot of work, good luck and let me know if you have questions.
