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Endpoint Update Manager timeout (no proxy)

tom-morgan

Hi,

Apologies if this has been asked before. We're a new Endpoint customer with a simple Windows only setup.

We downloaded, installed and rolled-out Sophos via the Enterprise Console, no probs. However, we haven't had any updates from Sophos since the 1st Dec. and under the 'Download Status' column, Last checked on 2nd Dec.

Looking at the only Update Manager we have, under Sources, we have a single entry: Address=Sophos, username & password are those from our License Schedule (I've tried both the Download and EM one (which *should* I be using?))

The error we get, is clicking OK on the Source Details dialog, 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?

Note: we're NOT using a proxy. (I've read through the thread about the issues with proxies, but don't think this affects us)

I'm struggling to think of anything that's changed since installation. We have changed our external IP in this time, but Sophos doesn't tie usernames to IPs does it? An obvious one, but, yes, internet connection works fine on the machine. Are there any specific/odd firewall settings (especially incoming ones) I need to be aware of? Any way of checking connectivity to Sophos at all?

Any help or feedback apprechiated!

Thanks,

-tom

:337


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  • 0

    Hi,

    You should be using your EM account - but also be sure you are not using any previous evaluation accounts, as obviously they will expire after a while.

    We don't use your external IP - that shouldn't have caused an issue. Neither should you need any funky Firewall rule changes, as it's a HTTP connection.

    Did you check the Update Manager Details in Enterprise Console for error messages/codes? This may give us a lead to investigate.

    Feel free to call into Support too - we can test your credentials on our side to be sure there aren't any problems there that may be compounding the issue.

    Thanks,

    :348
  • 0

    Thanks for the reply. I've only just noticed, because I was about to post that it might been resolved.

    I noticed that on the server hosting the Enterprise Console (the update server), when viewed as an Endpoint, had an error and didn't have on-access scanning enabled (no idea why).  I re-protected it, and suddenly, the Update Manager updated, and rolled out the latest version from today to all endpoints.

    I'll keep an eye on it, as I've no idea why all that happened! If it doesn't check again in the next 24 hours, I'll put a call into Support to check my account etc.

    Thanks for your input.

    -tom

    :351
  • 0
    tom-morgan wrote:

    ...

    I'll keep an eye on it, as I've no idea why all that happened! If it doesn't check again in the next 24 hours, I'll put a call into Support to check my account etc.

    Thanks for your input.

    -tom

    Not a problem - hope it has resolved itself for you!

    :352
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