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Got this message when updating Sophos Home Edition for Mac:
Could not contact Primary Server. URL Error: 3 July 2015
Mac OS X 10.10.4
Sophos Home Edition 9.2.4
As I'm in Australia and this is first report for 3rd July, am thinking this may be a cloud error with Sophos infrastructure.
If not, there's something else amiss... have cleared cache and restarted.
Same problem. 6:41 Israel time.
Hope this helps.
Richards-iMac:~ richarddahl$ ping dci.sophosupd.comPING sophos-1.hs.llnwd.net (22.214.171.124): 56 data bytes64 bytes from 126.96.36.199: icmp_seq=0 ttl=58 time=114.191 ms64 bytes from 188.8.131.52: icmp_seq=1 ttl=58 time=96.908 ms64 bytes from 184.108.40.206: icmp_seq=2 ttl=58 time=152.376 ms64 bytes from 220.127.116.11: icmp_seq=3 ttl=58 time=90.373 ms64 bytes from 18.104.22.168: icmp_seq=4 ttl=58 time=68.236 ms64 bytes from 22.214.171.124: icmp_seq=5 ttl=58 time=67.888 ms64 bytes from 126.96.36.199: icmp_seq=6 ttl=58 time=83.124 ms
Richards-iMac:~ richarddahl$ ping dc1.sophosupd.comping: cannot resolve dc1.sophosupd.com: Unknown host
Richards-iMac:~ richarddahl$ ping dc2.sophosupd.comping: cannot resolve dc2.sophosupd.com: Unknown host
Richards-iMac:~ richarddahl$ dig dig dci.sophosupd.com cname +shortsophos-1.hs.llnwd.net.
Sorry, I just noticed this mesasge. Can you confirm if you're still experiencing this issue? I did some research and it looks like there may have been a brief interuption with our CDN last night, but it should resolved at this point.
Still getting the error.
Logs shows (local AUS time)
com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 08:14:59 04 July 2015com.sophos.autoupdate: Updating catalogue information at 08:14:59 04 July 2015com.sophos.autoupdate: Catalogue updated at 08:15:02 04 July 2015com.sophos.autoupdate: Download started at 08:15:02 04 July 2015com.sophos.autoupdate: Error: Failed to download packages at 08:15:12 04 July 2015com.sophos.autoupdate: Error: Could not contact primary server at 08:15 on 04 July 2015com.sophos.autoupdate: URL is invalidcom.sophos.autoupdate:
Seems like the list required can be contacted but not the actual updates.
Still have the problem: 4 July 2015 20:51 Israel time
FWIW, I connected my Mac to the Internet via my iPhone's 3G connection. iPhone is through Telstra, landline via Optus.
Updating through Telstra worked - am now at v 9.2.7
So it must be to do with my ISP & the CDN. Has never been a problem in the past, hopefully they'll sort it out.
Is there any info you can give me about your CDN that will let me take this up with Optus?
I'm getting the same error message.
Landline and mobile are both with Optus, so I can't update at all. Hope you can find a way to help!
I'm getting the same error and my provider is Optus. Never had this before 2 days ago.
Error: Failed to download packages at 12:20:54 06 July 2015Error: Could not contact primary server at 12:20 on 06 July 2015com.sophos.autoupdate: URL is invalid
Any ideas what I can do?
Just started getting the message "Could not contact primary server" when autoupdate tries to run. Happening on all 3 of my Macs. Knowledge base article does not help so I uninstalled and reinstalled. Same problem.
Same here (July 6) and my provider is also Optus.
Thanks for letting us know about the issue. I've escalated to our Operations team and will let you know as soon as I have an update.
This is a msg I recieved right after the latest Mac update.
I deleted Sophos and re-installed but still got the same msg.
Hoping a solution can be found!
An update FWIW:
Having successfully updated via my Telstra connection, Sophos is now at v 9.2.7 and is updating normally via Optus. So is now working for me.
Bit odd though. Cheers.
Thanks for your patience, everyone. We're still investigating this issue, and I'll post an update as soon as I hear back.