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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

    Same here (July 6) and my provider is also Optus.

    :1021208
  • 0

    Hey everyone, 


    Thanks for letting us know about the issue. I've escalated to our Operations team and will let you know as soon as I have an update. 

    :1021216
  • 0

    This is a msg I recieved right after the latest Mac update.

    I deleted Sophos and re-installed but still got the same msg.

    Hoping a solution can be found!

    :1021228
  • 0

    An update FWIW:

    Having successfully updated via my Telstra connection, Sophos is now at v 9.2.7 and is updating normally via Optus. So is now working for me.

    Bit odd though. Cheers.

    :1021230
  • 0

    Thanks for your patience, everyone. We're still investigating this issue, and I'll post an update as soon as I hear back. 

    :1021231
  • 0

    Today, here in Israel, Sophos was finally able to update and I did not get the message which said Could Not Contact Primary Server.

    It seems to be fixed.  Thanks, Jon

    :1021256
  • 0

    Still not updating in Israel with latest version 9.2.7

    :1021262
  • 0

    I am in Australia.  My Sophos stopped updating a week ago after years of trouble free work.  I have tried removing Sophos and re-installing it, but it doesn't work.  Am running a MACBook Pro on OS X 10.6.8 and the Sophos is version 9.2.7.

    I get the following message. 

    Error: Could not contact primary server at 14:41 on 09 July 2015
    : URL is invalid

    Optus is my network provider.  We also have a Mac desktop which started with the same problem at the same time.

    Any suggestions?

    :1021263
  • 0

    Have been getting this message for several days now.

    AutoUpdate window says download has started, then error message appears.

    :1021265
  • 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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