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Sophos Installation failed on Server - WinHttpReceiveResponse failed with error 12002

Hi,

We are unable to install Sophos endpoint on one of our servers. All necessary ports are all allowed in our firewall.  We did not encounter this issue on other servers.

2020-07-10T08:46:49.2989864Z ERROR : WinHttpSendRequest failed with error 12002
2020-07-10T08:46:49.2989864Z INFO : Failed to connect using proxy '-----' with error: WinHttpSendRequest failed
2020-07-10T08:46:49.2989864Z INFO : Attempting to connect using proxy '---------' of type 'Message Relay'.
2020-07-10T08:46:49.2989864Z INFO : Set security protocol: 00000800
2020-07-10T08:46:49.2989864Z INFO : Opening connection to dzr-api-amzn-us-west-2-fa88.api-upe.p.hmr.sophos.com
2020-07-10T08:46:49.2989864Z INFO : Request content size: 30
2020-07-10T08:47:10.3314511Z ERROR : WinHttpSendRequest failed with error 12002
2020-07-10T08:47:10.3314511Z INFO : Failed to connect using proxy '-------' with error: WinHttpSendRequest failed
2020-07-10T08:47:10.3314511Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2020-07-10T08:47:10.3314511Z INFO : Set security protocol: 00000800
2020-07-10T08:47:10.3314511Z INFO : Opening connection to dzr-api-amzn-us-west-2-fa88.api-upe.p.hmr.sophos.com
2020-07-10T08:47:10.3314511Z INFO : Request content size: 30
2020-07-10T08:48:13.4108993Z ERROR : WinHttpSendRequest failed with error 12002
2020-07-10T08:48:13.4108993Z INFO : Failed to connect using proxy '' with error: WinHttpSendRequest failed
2020-07-10T08:48:13.4108993Z INFO : Cleaning up extracted files

 

Anyone can help us on this?



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Parents
  • Hello Edon Pascual,

    error 12002 is ERROR_WINHTTP_TIMEOUT, please check with a browser if you can reach the URL from this server. Timeout suggests that the installer could connect but did not receive a  response.

    Christian

  • I get the following error failed install server. I also get the same error on the other server where the installation was successful.

     

  • Hello Edon Pascual,

    yes, that's the URL.
    Looks like you have turned off TLS in IExplore. You should get a response with content length zero.

    Christian 

Reply Children
  • Hi Christian,

     

    TSL 1.0,1.1 and 1.2 are all enabled in IE. I also get the same error on other servers without any install issues. 

     

    Regards,

    Edon

  • Hello Edon,

    this is ... strange. I don't use IE when I can avoid it. I can browse to this URL with IE, only when I turn off TLS I get this error page.
    Is it just this Amazon/Sophos URL that doesn't work and other HTTPS sites do? As the install succeeded on the other servers WinHttp (on them) can apparently connect, send requests and receive responses. If "different behaviour" can be verified with a browser it's often not too hard to find out what or who's to blame.

    Personally, if I can't think of a difference in setup or network connection, I'd first try a Wireshark capture. While you can't look into the exchange just the packets might give a hint. Question is whether a WinHttp trace would give more insight.  

    Christian