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Sophos cloud a connection to sophos could not be established - Sophos Endpoint

Last few days I cannot install Sophos Endpoint. I have never have this problem in the past. There are no proxy server between the client and internet. Here are the log of the installer "

7-11-2017,09:36:40,Information,------------------ Beginning installation of Sophos Anti-Virus and AutoUpdate ------------------,
7-11-2017,09:36:40,Information,Setup version 3.3.2.316,
7-11-2017,09:36:40,Information,Command line: c:\users\mike~1.adm\appdata\local\temp\sophos_bootstrap\setup.exe -server mcs-cloudstation-eu-central-1.prod.hydra.sophos.com -token ***************** -edxtimestamp 20171106T120441Z,
7-11-2017,09:36:40,Information,Process security set successfully,
7-11-2017,09:36:40,Information,Setup program was run from C:\Users\MIKE~1.ADM\AppData\Local\Temp\sophos_bootstrap,
7-11-2017,09:36:40,Information,Checking system TMP paths.,
7-11-2017,09:36:40,Information,Checking TMP...,
7-11-2017,09:36:40,Information,Temp path for System found: 'C:\Windows\TEMP'.,
7-11-2017,09:36:40,Information,Sophos Endpoint Defense is not installed,
7-11-2017,09:36:40,Information,Migration: 0,
7-11-2017,09:36:40,Information,Migration ID: ,
7-11-2017,09:36:40,Information,Migration Job: 0,
7-11-2017,09:36:40,Information,SEC initiated: 0,
7-11-2017,09:36:40,Information,SEC-initiated migration: 0,
7-11-2017,09:36:40,Information,Tamper protection is not installed,
7-11-2017,09:36:40,Information,Checking if Sophos Anti-Virus or Sophos AutoUpdate are installed...,
7-11-2017,09:36:40,Information,Starting wizard to collect information from user...,
7-11-2017,09:36:47,Information,Checking for internet connectivity...,
7-11-2017,09:37:08,ERROR,Failed to send a WinHttp request. The error code was 12002 (Er heeft een time-out van de bewerking plaatsgevonden.).,
7-11-2017,09:37:08,ERROR,Failed to connect to the URL http://dci.sophosupd.com/.,
7-11-2017,09:37:08,ERROR,An internet connection could not be established.,
"

I'm the only one or have people have this issues?



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  • we have the same problems and the autoupdate don't work anymore http response 502.

     

    2017-11-07T12:55:07.582Z [ 9008] INFO  WinMain =========================
    2017-11-07T12:55:07.583Z [ 9008] INFO  WinMain SophosUpdate is starting.
    2017-11-07T12:55:07.583Z [ 9008] INFO  WinMain AutoUpdate version      : 5.8.407
    2017-11-07T12:55:07.583Z [ 9008] INFO  WinMain SophosUpdate version    : 5.8.259
    2017-11-07T12:55:07.583Z [ 9008] INFO  WinMain Build                   : 206630
    2017-11-07T12:55:07.583Z [ 9008] INFO  WinMain =========================
    2017-11-07T12:55:07.583Z [ 9008] INFO  Environment::Print Platform ID: WIN_7
    2017-11-07T12:55:07.583Z [ 9008] INFO  Environment::Print Platform upgraded: 0
    2017-11-07T12:55:07.583Z [ 9008] INFO  Environment::Print Subscription: WindowsCloudNextGen RECOMMENDED 11
    2017-11-07T12:55:07.583Z [ 9008] INFO  Environment::Print Subscription: WindowsCloudAV RECOMMENDED 11
    2017-11-07T12:55:07.583Z [ 9008] INFO  Environment::Print Subscription: WindowsCloudEncryption RECOMMENDED 1
    2017-11-07T12:55:07.583Z [ 9008] INFO  Environment::Print Subscription: WindowsCloudHitmanProAlert RECOMMENDED 1
    2017-11-07T12:55:07.583Z [ 9008] INFO  Environment::Print Subscriptions changed: 0
    2017-11-07T12:55:07.583Z [ 9008] INFO  Environment::Print Features: APPCNTRL AV CORE DISKENCRYPTION DLP DVCCNTRL EFW HBT NTP SAV SDU WEBCNTRL
    2017-11-07T12:55:07.583Z [ 9008] INFO  Environment::Print Features changed: 0
    2017-11-07T12:55:07.583Z [ 9008] INFO  WinMain Set process security
    2017-11-07T12:55:07.584Z [ 9008] INFO  WinMain Initialise COM.
    2017-11-07T12:55:07.585Z [ 9008] INFO  WinMain Load config.
    2017-11-07T12:55:07.587Z [ 9008] INFO  WinMain Create registry reporter.
    2017-11-07T12:55:07.587Z [ 9008] INFO  WinMain Create platform reporter.
    2017-11-07T12:55:07.587Z [ 9008] INFO  WinMain Create features reporter.
    2017-11-07T12:55:07.587Z [ 9008] INFO  WinMain Create subscription reporter.
    2017-11-07T12:55:07.587Z [ 9008] INFO  WinMain Create version persister.
    2017-11-07T12:55:07.587Z [ 9008] INFO  WinMain Load state.
    2017-11-07T12:55:07.588Z [ 9008] INFO  StatePersister::Load Loading state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
    2017-11-07T12:55:07.588Z [ 9008] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for 1FE3E7DF-EFFA-408A-A1B0-89F15BA61F31 to f3312bd72b209c9978b5cd8aebd90526b0c1265cc5b21f98a7b62bc67a9e5797.
    2017-11-07T12:55:07.588Z [ 9008] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for 1FE3E7DF-EFFA-408A-A1B0-89F15BA61F31 to f3312bd72b209c9978b5cd8aebd90526b0c1265cc5b21f98a7b62bc67a9e5797.
    2017-11-07T12:55:07.588Z [ 9008] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for 3552C5D7-2B27-4047-957C-92A48281E09D to aaab911a6866e9b3cfec85de7b6495fa7df446254b10bc6dd0defdb6a15c42fc.
    2017-11-07T12:55:07.588Z [ 9008] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for 3552C5D7-2B27-4047-957C-92A48281E09D to aaab911a6866e9b3cfec85de7b6495fa7df446254b10bc6dd0defdb6a15c42fc.
    2017-11-07T12:55:07.588Z [ 9008] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for 3CE954A1-0F41-4D9B-B2F0-58AA75334DFD to 2703d0c5f37fa5560437bede240ba60033f7c02b17d8552b9100ffcb876ce6a5.
    2017-11-07T12:55:07.588Z [ 9008] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for 3CE954A1-0F41-4D9B-B2F0-58AA75334DFD to 2703d0c5f37fa5560437bede240ba60033f7c02b17d8552b9100ffcb876ce6a5.
    2017-11-07T12:55:07.589Z [ 9008] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for 56B9559F-9C78-4F08-B04F-7C3339BEEDB6 to c68bf99bda01c14ea1a1510c32ec4a79e60ea5205bece92b3fbfa843ed0c6c40.
    2017-11-07T12:55:07.589Z [ 9008] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for 56B9559F-9C78-4F08-B04F-7C3339BEEDB6 to c68bf99bda01c14ea1a1510c32ec4a79e60ea5205bece92b3fbfa843ed0c6c40.
    2017-11-07T12:55:07.589Z [ 9008] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for 66579BF8-C486-46DB-9B46-8B8FA445433D to 07186f40b9c3df3978b1b915162577e7850fc7f674395d70aface093373ac4b1.
    2017-11-07T12:55:07.589Z [ 9008] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for 66579BF8-C486-46DB-9B46-8B8FA445433D to 07186f40b9c3df3978b1b915162577e7850fc7f674395d70aface093373ac4b1.
    2017-11-07T12:55:07.589Z [ 9008] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for 8580B6E7-AD8F-4c42-8085-ABD5765C98C5 to 5e2243765ec656a7aa0b0cc7d7f0079c7c9581a0e49d986c7fdc649ea4484b3c.
    2017-11-07T12:55:07.589Z [ 9008] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for 8580B6E7-AD8F-4c42-8085-ABD5765C98C5 to 5e2243765ec656a7aa0b0cc7d7f0079c7c9581a0e49d986c7fdc649ea4484b3c.
    2017-11-07T12:55:07.589Z [ 9008] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for 8E360AC3-A63E-48C8-AAC0-B02090ED484C to 03b183a824be1519f4ef72ef474666014b036173aaf3109f2083b87b4920a272.
    2017-11-07T12:55:07.589Z [ 9008] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for 8E360AC3-A63E-48C8-AAC0-B02090ED484C to 03b183a824be1519f4ef72ef474666014b036173aaf3109f2083b87b4920a272.
    2017-11-07T12:55:07.589Z [ 9008] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for 9A0D1FB3-1085-4E3F-AE4D-5DCA4862A373 to cc236191517bcc026246118f0510a8148dfa75ed051a70d5e3cf98b91919d4c0.
    2017-11-07T12:55:07.589Z [ 9008] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for 9A0D1FB3-1085-4E3F-AE4D-5DCA4862A373 to cc236191517bcc026246118f0510a8148dfa75ed051a70d5e3cf98b91919d4c0.
    2017-11-07T12:55:07.589Z [ 9008] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for AFB2EB41-7301-4143-90D0-D19ADD7CA53D to 1c306c32e89a3284d0016e8849164bbf03a1fa9f915e37af95a24ba91dc77437.
    2017-11-07T12:55:07.589Z [ 9008] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for AFB2EB41-7301-4143-90D0-D19ADD7CA53D to 1c306c32e89a3284d0016e8849164bbf03a1fa9f915e37af95a24ba91dc77437.
    2017-11-07T12:55:07.590Z [ 9008] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for BD3D3F43-188F-4930-86C4-54343CC78289 to 37a63e2a92515695865d254558a81feb014083be023973c60ae6e2b6e0ed080e.
    2017-11-07T12:55:07.590Z [ 9008] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for BD3D3F43-188F-4930-86C4-54343CC78289 to 37a63e2a92515695865d254558a81feb014083be023973c60ae6e2b6e0ed080e.
    2017-11-07T12:55:07.590Z [ 9008] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for D4942C57-CC80-4BE7-B4AF-C6EF263B9EC9 to 7fd1d536901fc125b411bce8530050fad215f515e026fee72c1e6046c27af0f4.
    2017-11-07T12:55:07.590Z [ 9008] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for D4942C57-CC80-4BE7-B4AF-C6EF263B9EC9 to 7fd1d536901fc125b411bce8530050fad215f515e026fee72c1e6046c27af0f4.
    2017-11-07T12:55:07.590Z [ 9008] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for E17FE03B-0501-4aaa-BC69-0129D965F311 to 7ffb6b6dfb6506ba822edb1657afedb554d11a9e6ea0b61c9a2ee95117dd8c18.
    2017-11-07T12:55:07.590Z [ 9008] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for E17FE03B-0501-4aaa-BC69-0129D965F311 to 7ffb6b6dfb6506ba822edb1657afedb554d11a9e6ea0b61c9a2ee95117dd8c18.
    2017-11-07T12:55:07.590Z [ 9008] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for F1DAD925-C973-4e5e-B172-78E97EB60689 to 6d7ae994ebaf856fff8690f5e227167d3b03513f3b511294513bb32761d7db85.
    2017-11-07T12:55:07.590Z [ 9008] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for F1DAD925-C973-4e5e-B172-78E97EB60689 to 6d7ae994ebaf856fff8690f5e227167d3b03513f3b511294513bb32761d7db85.
    2017-11-07T12:55:07.590Z [ 9008] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for F8FFD42E-47AC-4CFF-9E27-EC84ED62128E to 8316a1f2772d9a8b582987a404622b5f3cee1553f46bcbfd0fd42907c663efbe.
    2017-11-07T12:55:07.590Z [ 9008] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for F8FFD42E-47AC-4CFF-9E27-EC84ED62128E to 8316a1f2772d9a8b582987a404622b5f3cee1553f46bcbfd0fd42907c663efbe.
    2017-11-07T12:55:07.590Z [ 9008] INFO  ComponentState::SetInstalledThumbprint Set installed thumbprint for SDU to 65bb116d82afc057d50b84d0f99085960d45ae1f94cee4ec8cd50b065e1119a6.
    2017-11-07T12:55:07.590Z [ 9008] INFO  ComponentState::SetDownloadedThumbprint Set downloaded thumbprint for SDU to 65bb116d82afc057d50b84d0f99085960d45ae1f94cee4ec8cd50b065e1119a6.
    2017-11-07T12:55:07.591Z [ 9008] INFO  WinMain Create progress reporter.
    2017-11-07T12:55:07.598Z [ 9008] INFO  WinMain Create language neutral logger.
    2017-11-07T12:55:07.598Z [ 9008] INFO  WinMain Create Update cache evaluator.
    2017-11-07T12:55:07.602Z [ 9008] INFO  WinMain Create downloader.
    2017-11-07T12:55:07.606Z [ 9008] INFO  WinMain Create Health event manager.
    2017-11-07T12:55:07.606Z [ 9008] INFO  WinMain Create Cloud reboot manager.
    2017-11-07T12:55:07.606Z [ 9008] INFO  CloudRebootManager::SignalRebootIfRequired No value found for RebootRequiredByCloudInstaller
    2017-11-07T12:55:07.606Z [ 9008] INFO  WinMain Create installer.
    2017-11-07T12:55:07.606Z [ 9008] INFO  WinMain Create adapter writer.
    2017-11-07T12:55:07.606Z [ 9008] INFO  IPCBase::IPCBase IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
    2017-11-07T12:55:07.607Z [ 9008] INFO  WinMain Create completion reporter.
    2017-11-07T12:55:07.607Z [ 9008] INFO  WinMain Create telemetry submitter.
    2017-11-07T12:55:07.607Z [ 9008] INFO  WinMain Create fallback updating logic.
    2017-11-07T12:55:07.607Z [ 9008] INFO  WinMain Create update logic.
    2017-11-07T12:55:07.607Z [ 9008] INFO  WinMain Performing update.
    2017-11-07T12:55:07.607Z [ 7844] INFO  `anonymous-namespace'::SenderThreadFn::operator() Sender thread started.
    2017-11-07T12:55:07.607Z [ 9008] INFO  UpdateLogic::Update Reporting update start.
    2017-11-07T12:55:07.607Z [ 7844] INFO  IPCSender::ProcessSend IPCSender::ProcessSend started
    2017-11-07T12:55:07.607Z [ 7844] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
    2017-11-07T12:55:07.608Z [ 9008] INFO  IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    2017-11-07T12:55:07.608Z [ 7844] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    2017-11-07T12:55:07.608Z [ 7844] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
    2017-11-07T12:55:07.611Z [ 9008] INFO  UpdateLogic::SyncAndInstall Performing standard update.
    2017-11-07T12:55:07.611Z [ 9008] INFO  UpdateLogic::SyncAndInstall Syncing products.
    2017-11-07T12:55:07.611Z [ 9008] INFO  SourceSelector::getCandidateProxies No manually configured proxy.
    2017-11-07T12:55:07.611Z [ 9008] INFO  WindowsProxyDiscoveryWrapper::GetDefaultProxyConfiguration WinHttp default proxy not set
    2017-11-07T12:55:07.628Z [ 1496] WARN  WindowsProxyDiscoveryWrapper::GetProxyForUrl Failed to get the automatic proxy configuration. The error code was 12180.
    2017-11-07T12:55:07.628Z [ 9008] INFO  SourceSelector::evaluate Trying update location: dci.sophosupd.com/update with proxy: <direct; no proxy>
    2017-11-07T12:55:12.612Z [ 9008] WARN  SourceSelector::evaluate Failed update location: dci.sophosupd.com/update with proxy: <direct; no proxy>: WinHttpReceiveResponse failed with error code 12002
    2017-11-07T12:55:12.612Z [ 9008] INFO  SourceSelector::evaluate Trying update location: dci.sophosupd.net/update with proxy: <direct; no proxy>
    2017-11-07T12:55:12.716Z [ 9008] INFO  SourceSelector::analyze Selected update location: dci.sophosupd.net/update with proxy: <direct; no proxy>
    2017-11-07T12:55:12.717Z [ 9008] INFO  SDDSDownloader::SyncInternal Username: BPWPX2KNZ7
    2017-11-07T12:55:12.717Z [ 9008] INFO  SDDSDownloader::SyncInternal Filename: a365c759bddc98ef6fad813c243760aa
    2017-11-07T12:55:12.718Z [ 9008] INFO  CacheEvaluator::Evaluate No update caches configured
    2017-11-07T12:55:12.718Z [ 9008] INFO  SDDSDownloader::SyncInternal Updating over HTTP
    2017-11-07T12:55:12.718Z [ 9008] INFO  SDDSDownloader::SyncInternal Adding Sophos Location: dci.sophosupd.net/update
    2017-11-07T12:55:12.718Z [ 9008] INFO  SDDSDownloader::SyncInternal Initial download: using bulk metadata
    2017-11-07T12:55:12.719Z [ 9008] INFO  SDDSDownloader::SyncInternal Manual install: ignoring bandwidth limit 256 Kbps
    2017-11-07T12:55:12.719Z [ 9008] INFO  SDDSDownloader::SyncInternal Delta compression enabled
    2017-11-07T12:55:12.720Z [ 9008] INFO  SUL-Log [I40394] Downloading customer file from sophos:1:1
    2017-11-07T12:55:12.788Z [ 9008] INFO  SUL-Log [I40395] Downloaded customer file; fetching catalogues from sophos:1:1...
    2017-11-07T12:56:28.685Z [ 9008] ERROR SUL-Log [E32429] Error on proxy or gateway server. HTTP response code: 502
    2017-11-07T12:56:28.685Z [ 9008] INFO  SUL-Log [I86539] No proxy was used.
    2017-11-07T12:56:28.685Z [ 9008] ERROR SUL-Log [E41450] Error on proxy or gateway server. HTTP response code: 502
    2017-11-07T12:56:28.686Z [ 9008] ERROR SDDSDownloader::ReportSyncFailure Failed to read remote metadata.
    2017-11-07T12:56:28.694Z [ 9008] INFO  UpdateLogic::SyncAndInstall Saving state.
    2017-11-07T12:56:28.696Z [ 9008] INFO  StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
    2017-11-07T12:56:28.697Z [ 9008] INFO  UpdateLogic::SyncAndInstall Skipping product install as Sync failed.
    2017-11-07T12:56:28.699Z [ 9008] INFO  IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>SDDSDownloadFailed</ID><StringID>107</StringID><Sender>SophosUpdate</Sender><Insert>WindowsCloudNextGen</Insert><Insert>dci.sophosupd.com/.../ErrorMessage><ReadableMessage>ERROR:   Download of WindowsCloudNextGen failed from server dci.sophosupd.com/.../Config>
    2017-11-07T12:56:28.699Z [ 9008] INFO  WinMain SophosUpdate has completed with the result 2.
    2017-11-07T12:56:28.699Z [ 7844] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>SDDSDownloadFailed</ID><StringID>107</StringID><Sender>SophosUpdate</Sender><Insert>WindowsCloudNextGen</Insert><Insert>dci.sophosupd.com/.../ErrorMessage><ReadableMessage>ERROR:   Download of WindowsCloudNextGen failed from server dci.sophosupd.com/.../Config>
    2017-11-07T12:56:28.699Z [ 7844] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
    2017-11-07T12:56:29.699Z [ 7844] INFO  IPCSender::ProcessSend IPCSender::ProcessSend exiting
    2017-11-07T12:56:29.699Z [ 7844] INFO  `anonymous-namespace'::SenderThreadFn::operator() Sender thread finished.
    2017-11-07T12:56:29.702Z [ 9008] INFO  StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml

  • I have spoken our ISP and they say that it is an worldwide problem, multiple customers having the same problem.

  • We have the same issuse when we us a different WAN IP then we can access http://dci.sophosupd.com/ and install Sophos Endpoint. 

  • sophos has solved the problem. i just tested it and it works!