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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


This thread was automatically locked due to age.
  • 0
    Nope. I had uninstalled, removed keychain entry, rebooted mac and reinstalled Sophos but issue is still present. I am on Sophos 9.2.7 with threat engine 3.60.0 and threat data 5.15. It does not update for me. Issue is still present, update fails with URL Error com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 08:40:56 14 July 2015 com.sophos.autoupdate: Updating catalogue information at 08:40:57 14 July 2015 com.sophos.autoupdate: Catalogue updated at 08:41:01 14 July 2015 com.sophos.autoupdate: Download started at 08:41:01 14 July 2015 com.sophos.autoupdate: Error: Failed to download packages at 08:41:18 14 July 2015 com.sophos.autoupdate: Error: Could not contact primary server at 08:41 on 14 July 2015 com.sophos.autoupdate: URL is invalid com.sophos.autoupdate:
    :1021324
  • 0

    Works now Serra thanks :)

    :1021329
  • 0

    Hi everyone,

    Just wanted to let you know that our Ops team has been working with Optus and our CDN provider to deterime that there was a network issue within Optus that was causing these issues. As far as I know this issue *should* be resolved for all users on the Optus network at this point. If you're still experiencing issues, please don't hesitate to let me know. Thanks again for all your help and patience on this!

    :1021333
  • 0

    mine is all up to date now - thanks for all your hard work :smileyhappy:

    :1021335
  • 0
    Update still fails. I did email you the wireshark captures. Let me know when they will be resolved.
    :1021337
  • 0

    Hi Spalife,

     I sent you an email yestserday with some followup diagnostic tests, if you could reply with the requested information, that would be appreciated. 

    Thanks,

    :1021350
  • 0
    Replied to your email. Hope the issue resolves soon
    :1021351
  • 0

    Hiya ,

    Please see the info as requested, following my uninstall/ reinstall.

    Will try the Termial procedure and advise.

    Cheers

    com.sophos.intercheck: Info: Exclusion: /Volumes/Data/ at 08:57 on 20 July 2015
    com.sophos.intercheck:
    com.sophos.intercheck: Info: On-access scanner started at 08:57 on 20 July 2015
    com.sophos.intercheck:
    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 08:57:46 20 July 2015
    com.sophos.autoupdate: Updating catalogue information at 08:57:47 20 July 2015
    com.sophos.autoupdate: Catalogue updated at 08:57:48 20 July 2015
    com.sophos.autoupdate: Download started at 08:57:48 20 July 2015
    com.sophos.autoupdate: Error: Failed to download packages at 08:57:55 20 July 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 08:57 on 20 July 2015
    com.sophos.autoupdate: URL is invalid
    com.sophos.autoupdate:
    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 08:58:09 20 July 2015
    com.sophos.autoupdate: Updating catalogue information at 08:58:09 20 July 2015
    com.sophos.autoupdate: Catalogue updated at 08:58:10 20 July 2015
    com.sophos.autoupdate: Download started at 08:58:10 20 July 2015
    com.sophos.autoupdate: Error: Failed to download packages at 08:58:17 20 July 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 08:58 on 20 July 2015
    com.sophos.autoupdate: URL is invalid
    com.sophos.autoupdate:
    com.sophos.intercheck: Info: Exclusion: /Volumes/Data/ at 08:58 on 20 July 2015
    com.sophos.intercheck:
    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 08:59:32 20 July 2015
    com.sophos.autoupdate: Updating catalogue information at 08:59:32 20 July 2015
    com.sophos.autoupdate: Catalogue updated at 08:59:34 20 July 2015
    com.sophos.autoupdate: Download started at 08:59:34 20 July 2015
    com.sophos.autoupdate: Error: Failed to download packages at 08:59:40 20 July 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 08:59 on 20 July 2015
    com.sophos.autoupdate: URL is invalid
    com.sophos.autoupdate:
    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 08:59:48 20 July 2015
    com.sophos.autoupdate: Updating catalogue information at 08:59:49 20 July 2015
    com.sophos.autoupdate: Catalogue updated at 08:59:50 20 July 2015
    com.sophos.autoupdate: Download started at 08:59:50 20 July 2015
    com.sophos.autoupdate: Error: Failed to download packages at 08:59:57 20 July 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 08:59 on 20 July 2015
    com.sophos.autoupdate: URL is invalid
    com.sophos.autoupdate:
    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 09:11:46 20 July 2015
    com.sophos.autoupdate: Updating catalogue information at 09:11:46 20 July 2015
    com.sophos.autoupdate: Catalogue updated at 09:11:47 20 July 2015
    com.sophos.autoupdate: Download started at 09:11:47 20 July 2015
    com.sophos.autoupdate: Error: Failed to download packages at 09:11:55 20 July 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 09:11 on 20 July 2015
    com.sophos.autoupdate: URL is invalid
    com.sophos.autoupdate:

    :1021353
  • 0

    Please check the terminal read-out, after following the copy paste enter procedure.

    Afterwards I tried the download but got the same error result.

    SHould I have to turn off /reboot?

    My supplier is Optus

    Wade-Marsdens-iMac-2:~ wademarsden$ traceroute -I dci.sophosupd.com
    traceroute to sophos-1.hs.llnwd.net (203.77.190.59), 64 hops max, 72 byte packets
    1 10.91.0.1 (10.91.0.1) 9.753 ms 8.260 ms 7.336 ms
    2 meb4-ge2-0-8.gw.optusnet.com.au (198.142.163.177) 9.099 ms 9.941 ms 9.571 ms
    3 211.29.126.141 (211.29.126.141) 24.152 ms 22.479 ms
    198.142.250.185 (198.142.250.185) 21.267 ms
    4 198.142.139.114 (198.142.139.114) 23.616 ms 22.496 ms 22.565 ms
    5 198.142.139.130 (198.142.139.130) 21.073 ms 19.434 ms 23.878 ms
    6 * * *
    traceroute -I d1.sophosupd.com 7 * * *
    traceroute -I d2.sophosupd.com 8 * * *
    9 bha-0017.gw1.hkg3.asianetcom.net (61.14.134.92) 137.111 ms 133.006 ms 133.766 ms
    10 xe-0-0-0.0.gw2.hkg9.asianetcom.net (61.14.158.67) 135.869 ms 133.505 ms 134.076 ms
    11 limelight1-lacp-10g.hkix.net (123.255.91.92) 134.416 ms 137.270 ms 137.099 ms
    12 https-203-77-190-59.hkg.llnw.net (203.77.190.59) 138.394 ms 135.870 ms 137.072 ms
    Wade-Marsdens-iMac-2:~ wademarsden$ traceroute -I d1.sophosupd.comtraceroute -I d2.sophosupd.comping -c 5 dci.sophosupd.com
    Version 1.4a12+Darwin
    Usage: traceroute [-adDeFInrSvx] [-A as_server] [-f first_ttl] [-g gateway] [-i iface]
    [-M first_ttl] [-m max_ttl] [-p port] [-P proto] [-q nqueries] [-s src_addr]
    [-t tos] [-w waittime] [-z pausemsecs] host [packetlen]
    Wade-Marsdens-iMac-2:~ wademarsden$ ping -c 5 d1.sophosupd.comping -c 5 d2.sophosupd.com

    :1021354
  • 0

    Hey Spalife and edawnedsram 

    Sorry for the delay. Just wanted to let you know that we're still looking into this issue, and I hope we can get it resovled soon.

    :1021362
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