After entering your username and password in the source tab of a Sophos Update Manager in Enterprise Console you receive a timeout error. The actual error message shown is
Timeout while attempting to connect to the specified address. There may be a problem with the network. Would you like to use these source details anyway. Yes/No
First seen in Sophos Update Manager
There are a number of causes of this issue. This article troubleshoots the issue by checking each of the known causes in order of prevalence. When you have fixed the issue, you can end the troubleshooting.
The Sophos Update Manager (SUM) server uses port 80 (http) and requires access to the following eight addresses:
Open a web browser and enter the following three addresses into the address box. If a successful connection is made you will see the message "it works - authed", "Connection Successful" or "it works".
If the connection fails the most like cause is a firewall (including Windows 2008 server's software firewall) or a proxy blocking the connection or EnterpriseConsole.exe
To resolve the connection issue, allow connections on the above addresses (or for simplicity: *.sophosupd.com and *.sophosupd.net) on port 80 for your Sophos Management server (and any other Sophos Update Manager servers) and add EnterpriseConsole.exe.
Note: If you are unable to allow connections via DNS and require the use of IP addresses/ranges:
Refer to your firewall or proxy documentation for steps on how to allow DNS names, IP addresses/ranges.
If you are able to connect to these addresses, continue with step 2.
Please confirm that the credentials entered into the Sophos Update Manger's configuration are correct. To access the credentials in the console:
If the the credentials being used by SUM are correct, continue with step 3.
If restarting the services fails to resolve the issue, continue with step 4.
Restart the server that is running Sophos Update Manager SUM.
If this does not resolve the issue, continue with step 5.
There may be another reason for the failure to connect that we have never encountered before. We need you to run our diagnostic utility in order to help us diagnose and resolve the issue for you. Please follow the instructions below.
On the computer running the affected Sophos Update Manager, download the latest version of the Sophos Diagnostic Utility (SDU) as described in Sophos Diagnostic Utility (SDU): how to download and install.
Raise a new case with Sophos technical support. You can use our web form to send an email-based request (please upload the SDU output to the request when creating your case) or find your local office to initiate a phone-based request.
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