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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 Serra, same problems here. Email with network capture sent.

    :1021368
  • 0

    Hi Sirca,

    Got it, thanks for sending that over. I replied with a few more diagnostic tests, can you run those and send the results over when you have a second?

    Thanks again.

    :1021370
  • 0

    Hi everyone,

    I've heard through email this seems to be working for some of you now. 

      , can you confirm if you are still affected?

    Thanks,

    :1021371
  • 0

    Hi Serranonymous

    As you can see from the attached screenshot, as of today 23/7/15, still not working.

    I removed the initial Sophos programme and did a new install, but to no affect.

    Not sure of next step.

    Regards

    edawnedsram

    :1021373
  • 0 in reply to serra

    I started having the same problem several days ago after coming back from two weeks away. Had no problems for years! After attempting to download the update at 0.8Mb of 2.6Mb to download it gives the URL Error. It is only a problem on my older Macs with Mac OS X 10.8.5 and earlier. It works on the latest OS X. Please help

  • 0 in reply to AntonS
    No response from sophos, will switch to AVIRA
  • 0
    Dear All,
    Am a new user - joined a short while ago.

    Am having this problem for for a couple of weeks (never had it before). The log details are as follows:

    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 22:20:51 02 December 2015
    com.sophos.autoupdate: Error: Failed to download packages at 22:21:08 02 December 2015
    com.sophos.autoupdate: Error: Could not contact primary server at 22:21 on 02 December 2015
    com.sophos.autoupdate: URL is invalid
    com.sophos.autoupdate:

    It seems the last successful update was on 14Nov15 (see below):

    com.sophos.intercheck:
    com.sophos.autoupdate: Download completed at 09:41:16 14 November 2015
    com.sophos.autoupdate: Update started at 09:41:16 14 November 2015
    com.sophos.intercheck: Info: ic_worker_start: kext already loaded at 09:41 on 14 November 2015
    com.sophos.intercheck:
    com.sophos.autoupdate: Update completed at 09:41:29 14 November 2015
    com.sophos.autoupdate: Info: Checked primary server at 09:41 on 14 November 2015
    com.sophos.autoupdate: Sophos Anti-Virus was updated
    com.sophos.autoupdate:
    com.sophos.intercheck: Sophos Anti-Virus
    com.sophos.intercheck: Version 5.21, 10 November 2015
    com.sophos.intercheck: Includes detection for 10248803 viruses, trojans and worms
    com.sophos.intercheck: Copyright (c) 1989-2012 Sophos Ltd, www.sophos.com

    Am running SAV Home Edition v 9.4.0 on iMac OSX 10.11.1

    Any help will be much appreciated.

    Thanks Patrick
  • 0
    I have exactly this same problem over the past several days. Posted from Australia.
  • 0
    Any word from the western front? This appears to have reared its ugly head again.

    com.sophos.autoupdate: URL is invalid
    com.sophos.autoupdate:

    I can provide a packet cap file, but I'm thinking it's the same issue.
  • 0
    Same issue as described below. Reinstalled. Same problem. I can't find a solution.
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