Could not contact primary server - in Japan

Hi Debbie,

can you open up terminal, run these commands, and let me know what you get?

ping dci.sophosupd.com

ping dc1.sophosupd.com

ping dc2.sophosupd.com

dig dig dci.sophosupd.com cname +short

Thanks,

HI! thanks for responding. I'm a bit of a computer clutz and don't understand what you're asking me to do. Can you provide more info? Thanks. Debbie 

Hi debbie,

Sorry, I should have been more clear. To open up terminal, do this:

1. Hold down command-spacebar (spotlight search)
2. Type 'terminal' and hit return

This will bring up what is called a terminal. This is essentially a window that lets you input commands directly to the computer. These commands just run a quick network test that will help me figure out why your updates aren't working. The command I'd like you to run is below; all you need to do is copy the text from here, paste it into the terminal window, and hit enter. Once the command is done, copy the results into your reply. It should look something like this:

starbuck:~ serra$ ping -c 1 dci.sophosupd.com
PING sophos.vo.llnwd.net (87.248.210.254): 56 data bytes
64 bytes from 87.248.210.254: icmp_seq=0 ttl=50 time=155.504 ms

--- sophos.vo.llnwd.net ping statistics ---
1 packets transmitted, 1 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 155.504/155.504/155.504/0.000 ms

And just for reference, you can just run this one command: ping -c 1 dci.sophosupd.com

Hopefully that makes more sense, let me know if you have any questions!

Hi, I'm having the same problem.  Here's what came up in the terminal window.

Last login: Fri May  8 21:30:26 on console

iMac:~ Laura$ ping -c 1 dci.sophosupd.com

PING sophos.vo.llnwd.net (208.111.168.7): 56 data bytes

64 bytes from 208.111.168.7: icmp_seq=0 ttl=55 time=301.733 ms

--- sophos.vo.llnwd.net ping statistics ---

1 packets transmitted, 1 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 301.733/301.733/301.733/0.000 ms

iMac:~ Laura$

I also just went through a scan, had 2 malware threats that I think we were able to remove.  But still cannot connect to Sophos Primary server.

Thanks for any help!

Laura

Thanks for your patience and your help

The first part popped up when the terminal opened up. It says the last time the terminal was opened was on the 7th May. I didn't open it! Is it normal it should say that?

The rest is what came back after I pressed enter. Is that what you were expecting?

Last login: Thu May 7 22:41:16 on console
deborah-prices-macbook:~ deborahprice$
deborah-prices-macbook:~ deborahprice$ ping -c 1 dci.sophosupd.com
PING sophos.vo.llnwd.net (117.121.254.253): 56 data bytes
64 bytes from 117.121.254.253: icmp_seq=0 ttl=51 time=66.604 ms

--- sophos.vo.llnwd.net ping statistics ---
1 packets transmitted, 1 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 66.604/66.604/66.604/0.000 ms
deborah-prices-macbook:~ deborahprice$

It is worth watching the video in the following thread to help with initial troubleshooting (updating problems can be a simple as it not being the Sophos Home Edition designed to update globally - the software could be set to update from an incorrect location.

http://openforum.sophos.com/t5/Mac-tools-help/Initial-troubleshooting-for-updating-problems/td-p/16363