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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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Parents
  • 0

    Auto Update not working since 2 weeks.

    Info requested (I edited few entries for privacy purposes)

    1)

    traceroute -I dci.sophosupd.com

    traceroute to sophos-1.hs.llnwd.net (178.79.212.154), 64 hops max, 72 byte packets
    1 to 5 entries removed for privacy purposes
     

     6  tge8-3.fr4.sin.llnw.net (117.121.248.44)  49.868 ms  56.409 ms  49.976 ms

     7  ve5.fr3.sin.llnw.net (117.121.248.1)  50.956 ms  58.080 ms  50.870 ms

     8  tge7-4.fr3.tyo.llnw.net (117.121.255.214)  126.920 ms  197.940 ms  199.956 ms

     9  ve5.fr4.tyo.llnw.net (203.77.184.206)  164.428 ms  129.742 ms  139.271 ms

    10  ve7.fr3.tyo3.llnw.net (203.77.184.234)  142.593 ms  127.949 ms  127.680 ms

    11  tge11-4.fr3.sjc.llnw.net (203.77.184.245)  251.884 ms  307.296 ms  244.966 ms

    12  ve5.fr4.sjc.llnw.net (69.28.171.210)  242.781 ms  309.371 ms  251.417 ms

    13  tge9-4.fr4.ord.llnw.net (69.28.172.78)  363.065 ms  451.273 ms  268.269 ms

    14  tge5-6.fr4.lga.llnw.net (69.28.172.197)  347.654 ms  271.783 ms  342.377 ms

    15  tge13-4.fr4.ams.llnw.net (69.28.189.50)  307.271 ms  281.647 ms  332.596 ms

    16  tge14-5.fr4.arn1.llnw.net (87.248.220.157)  307.678 ms  314.840 ms  307.484 ms

    17  https-178-79-212-154.arn1.llnw.net (178.79.212.154)  307.678 ms  611.779 ms  616.653 ms

    2)

    ping -c 5 dci.sophosupd.com
    PING sophos-1.hs.llnwd.net (178.79.212.154): 56 data bytes
    64 bytes from 178.79.212.154: icmp_seq=0 ttl=53 time=307.718 ms
    64 bytes from 178.79.212.154: icmp_seq=1 ttl=53 time=307.756 ms
    64 bytes from 178.79.212.154: icmp_seq=2 ttl=53 time=307.671 ms
    64 bytes from 178.79.212.154: icmp_seq=3 ttl=53 time=310.309 ms
    64 bytes from 178.79.212.154: icmp_seq=4 ttl=53 time=348.161 ms

    I have emailed you the wireshark captures

    :1021299
Reply
  • 0

    Auto Update not working since 2 weeks.

    Info requested (I edited few entries for privacy purposes)

    1)

    traceroute -I dci.sophosupd.com

    traceroute to sophos-1.hs.llnwd.net (178.79.212.154), 64 hops max, 72 byte packets
    1 to 5 entries removed for privacy purposes
     

     6  tge8-3.fr4.sin.llnw.net (117.121.248.44)  49.868 ms  56.409 ms  49.976 ms

     7  ve5.fr3.sin.llnw.net (117.121.248.1)  50.956 ms  58.080 ms  50.870 ms

     8  tge7-4.fr3.tyo.llnw.net (117.121.255.214)  126.920 ms  197.940 ms  199.956 ms

     9  ve5.fr4.tyo.llnw.net (203.77.184.206)  164.428 ms  129.742 ms  139.271 ms

    10  ve7.fr3.tyo3.llnw.net (203.77.184.234)  142.593 ms  127.949 ms  127.680 ms

    11  tge11-4.fr3.sjc.llnw.net (203.77.184.245)  251.884 ms  307.296 ms  244.966 ms

    12  ve5.fr4.sjc.llnw.net (69.28.171.210)  242.781 ms  309.371 ms  251.417 ms

    13  tge9-4.fr4.ord.llnw.net (69.28.172.78)  363.065 ms  451.273 ms  268.269 ms

    14  tge5-6.fr4.lga.llnw.net (69.28.172.197)  347.654 ms  271.783 ms  342.377 ms

    15  tge13-4.fr4.ams.llnw.net (69.28.189.50)  307.271 ms  281.647 ms  332.596 ms

    16  tge14-5.fr4.arn1.llnw.net (87.248.220.157)  307.678 ms  314.840 ms  307.484 ms

    17  https-178-79-212-154.arn1.llnw.net (178.79.212.154)  307.678 ms  611.779 ms  616.653 ms

    2)

    ping -c 5 dci.sophosupd.com
    PING sophos-1.hs.llnwd.net (178.79.212.154): 56 data bytes
    64 bytes from 178.79.212.154: icmp_seq=0 ttl=53 time=307.718 ms
    64 bytes from 178.79.212.154: icmp_seq=1 ttl=53 time=307.756 ms
    64 bytes from 178.79.212.154: icmp_seq=2 ttl=53 time=307.671 ms
    64 bytes from 178.79.212.154: icmp_seq=3 ttl=53 time=310.309 ms
    64 bytes from 178.79.212.154: icmp_seq=4 ttl=53 time=348.161 ms

    I have emailed you the wireshark captures

    :1021299
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