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Could Not Contact Server Problem

andrewj

Hi,

I hope someone can help here. I am having a problem with updates, and I am running out of ideas.

I have had to revert one of my machines to a backup about a month old. Everything else seems to be fine, but I cannot get Sophos updating to work.

I have several machines on the same network, all of which update directly from Sophos using the same credentials. The other machines are updating fine, so it's not a problem with my network or credentials. I have also confirmed that I can ping from the affected machine to addresses like dci.sophosupd.com without problems. 

I did a re-install of Endpoint 10.0.3 which worked without problems (although I had to reboot and retry to get firewall to update cleanly). This hasn't solved the problem. I have also run an up to date Windows Defender scan to see if there's any obvious malware problem but it's clean.

I have attached the log of the latest attempt, to see if anyone can help.

Thanks

Andrew

:57254


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  • 0

    Whats the enviroment? PC is a part of a domain, managed by an Enterprise Console? Can you verify that it is being managed? Can you re-push the Update policy to the machine? You installed Sophos on that PC via the Enterprise Console? Is there a proxy in the way of the internet traffic?

    Re-add the PC to the domain if you didn't after the restore.

    Can the machine be accessed/managed via the network other ways? Computer management, C: admin share etc? I would still check the firewall to rule it out, because it worked before means nothing in this case.

    What was the reason it was restored from backup? Virus? Is your router blocking traffic from that machine because of it's previous issue?

    Can you verify that the address it is looking at "http://dci.sophosupd.com/update" is the same as your other PC's. Delete the acl.log file and try an update, right now your log is fairly large with duplicate information.

    Alternatively, uninstall ALL sophos related items and then, depending on your OS, delete

    c:\documents and settings\all users\Application Data\Sophos

    or

    c:\ProgramData\Sophos

    And also, according to your log...I would delete C:\Temp\sophos_{E17FE03B-0501-4aaa-BC69-0129D965F311} or anything Sophos from the Temp folder

    Do a re-install via the Enterprise Console

    :57265
Reply
  • 0

    Whats the enviroment? PC is a part of a domain, managed by an Enterprise Console? Can you verify that it is being managed? Can you re-push the Update policy to the machine? You installed Sophos on that PC via the Enterprise Console? Is there a proxy in the way of the internet traffic?

    Re-add the PC to the domain if you didn't after the restore.

    Can the machine be accessed/managed via the network other ways? Computer management, C: admin share etc? I would still check the firewall to rule it out, because it worked before means nothing in this case.

    What was the reason it was restored from backup? Virus? Is your router blocking traffic from that machine because of it's previous issue?

    Can you verify that the address it is looking at "http://dci.sophosupd.com/update" is the same as your other PC's. Delete the acl.log file and try an update, right now your log is fairly large with duplicate information.

    Alternatively, uninstall ALL sophos related items and then, depending on your OS, delete

    c:\documents and settings\all users\Application Data\Sophos

    or

    c:\ProgramData\Sophos

    And also, according to your log...I would delete C:\Temp\sophos_{E17FE03B-0501-4aaa-BC69-0129D965F311} or anything Sophos from the Temp folder

    Do a re-install via the Enterprise Console

    :57265
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