Sophos Endpoint Security and Control: Could not contact server

while updating sophos just sayings cannot contact server then stops leaving me stuck on v10.7

'Message: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details '

 

I've tried download 'sophos home' and the problem doesn't happen. is there anything i can do to fix endpoint 'could not contact server'? (i've been given access to endpoint from my school so auto log in down have password though i dont think that is the problem)

 

Time: 09/02/2019 08:44:49

Message: AutoUpdate finished
Module: ALUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:48
Message: Installation of Sophos Endpoint Defense skipped
Module: ALUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:48
Message: Installation of Sophos Network Threat Protection skipped
Module: ALUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:48
Message: Installation of Sophos System Protection skipped
Module: ALUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:48
Message: Downloading phase completed
Module: ALUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:43
Message: Downloading product Sophos Endpoint Security and Control from server sophos
Module: SDDS2Update
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:39
Message: Downloading product Sophos Endpoint Security and Control from server sophos
Module: SDDS2Update
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:39
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:39
Message: Downloading product Sophos Endpoint Defense from server \\shadowpre\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:38
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:38
Message: Downloading product Sophos Network Threat Protection from server \\shadowpre\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:37
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:37
Message: Downloading product Sophos System Protection from server \\shadowpre\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:37
Message: Could not add a connection to server \\shadowpre\SophosUpdate; user lsbu\Sophosapp; Windows error 53
Module: CIDUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:36
Message: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
Module: CIDUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:36
Message: Downloading product Sophos AutoUpdate from server \\shadowpre\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:36
Message: Could not add a connection to server \\shadowpre\SophosUpdate; user lsbu\Sophosapp; Windows error 53
Module: CIDUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:35
Message: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
Module: CIDUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:35
Message: Downloading product SAVXP from server \\shadowpre\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:35
Message: Could not add a connection to server \\shadowpre\SophosUpdate; user lsbu\Sophosapp; Windows error 53
Module: CIDUpdate
Process ID: 7960
Thread ID: 4100

Time: 09/02/2019 08:44:30
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 7960
Thread ID: 4100

  • Hi Jenkins, 

    This should be an easy one for you.

    The client is unable to access the updates hosted on \\shadowpre\SophosUpdate. 

    Why would that be? Notice the "Windows Error 53"? It suggests that the Client is unable to resolve the hostname shadowpre to an IP address. A quick check would be to Start > Run > cmd

    C:>ping shadowpre

    Check if you can spot an IP address. If not, check your AD/DNS server so as to why it's unable to resolve the DNS query from this endpoint. 

    Thanks,

    Vikas