Could not contact Primary Server

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.

:1021170
  • In reply to bobcook:

    Still having the same error:
    com.sophos.autoupdate: Proceed with manually triggered update from Sophos at 20:19:19 19 February 2016
    com.sophos.autoupdate: Updating catalogue information at 20:19:19 19 February 2016
    com.sophos.autoupdate: Catalogue updated at 20:19:19 19 February 2016
    com.sophos.autoupdate: Error: Failed to get remote version at 20:19:19 19 February 2016
    com.sophos.autoupdate: Out of sources at 20:19:19 19 February 2016
    com.sophos.autoupdate: Error: Could not contact primary server at 20:19 on 19 February 2016
    com.sophos.autoupdate: URL is invalid

    What is the next step?
    Thanks.
  • In reply to DanRoss:

    Dear All,
    My SAV is now working... did not have to do anything at all.. Not sure what happened.
  • In reply to Pat_E:

    There is likely more detailed diagnostics information in the log /var/log/install.log - use the Console app to view it. My best guess is there was some temporary outage somewhere between your ISP and our provider.
  • In reply to bobcook:

    I have tried this many many times over the past 4 or 5 months, at least, and have gotten the same error message every time. Here is the output of grep -i sophos install.log

    Oct 19 06:57:41 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.macendpoint.Sophos-Anti-Virus" Location "/Applications/Sophos Anti-Virus.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:57:41 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.macendpoint.Sophos-Anti-Virus" Location "/Applications/Sophos Anti-Virus.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:15 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.macendpoint.Installer" Location "/Library/Application Support/Sophos/opm-sa/Installer.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:15 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.macendpoint.Installer" Location "/Library/Application Support/Sophos/opm-sa/Installer.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:15 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.macendpoint.Installer" Location "/Library/Application Support/Sophos/opm-sa-installer/Installer.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:15 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.macendpoint.Installer" Location "/Library/Application Support/Sophos/opm-sa-installer/Installer.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:16 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.nke.swi" Location "/Library/Extensions/SophosNetworkInterceptor.kext": Migrating since no bundle exists at that local path.
    Oct 19 06:58:16 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.nke.swi" Location "/Library/Extensions/SophosNetworkInterceptor.kext": Migrating since no bundle exists at that local path.
    Oct 19 06:58:16 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.kext.sav" Location "/Library/Extensions/SophosOnAccessInterceptor.kext": Migrating since no bundle exists at that local path.
    Oct 19 06:58:16 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.kext.sav" Location "/Library/Extensions/SophosOnAccessInterceptor.kext": Migrating since no bundle exists at that local path.
    Oct 19 06:58:16 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.sav.savi" Location "/Library/Frameworks/SAVI.framework": Migrating since no bundle exists at that local path.
    Oct 19 06:58:16 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.sav.savi" Location "/Library/Frameworks/SAVI.framework": Migrating since no bundle exists at that local path.
    Oct 19 06:58:16 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.sum.scan.kit" Location "/Library/Frameworks/SUMScanKit.framework": Migrating since no bundle exists at that local path.
    Oct 19 06:58:16 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.sum.scan.kit" Location "/Library/Frameworks/SUMScanKit.framework": Migrating since no bundle exists at that local path.
    Oct 19 06:58:17 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.sav.ic" Location "/Library/Sophos Anti-Virus/Intercheck.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:17 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.sav.ic" Location "/Library/Sophos Anti-Virus/Intercheck.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:17 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.macendpoint.Remove-Sophos-Anti-Virus" Location "/Library/Sophos Anti-Virus/Remove Sophos Anti-Virus.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:17 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.macendpoint.Remove-Sophos-Anti-Virus" Location "/Library/Sophos Anti-Virus/Remove Sophos Anti-Virus.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:17 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.Sophos.SophosServer" Location "/Library/Sophos Anti-Virus/SophosAntiVirus.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:17 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.Sophos.SophosServer" Location "/Library/Sophos Anti-Virus/SophosAntiVirus.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:17 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.autoupdate" Location "/Library/Sophos Anti-Virus/SophosAutoUpdate.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:17 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.autoupdate" Location "/Library/Sophos Anti-Virus/SophosAutoUpdate.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:17 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.SophosScanD" Location "/Library/Sophos Anti-Virus/SophosScanD.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:17 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.SophosScanD" Location "/Library/Sophos Anti-Virus/SophosScanD.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:17 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.Sophos.macendpoint.SophosSXLD" Location "/Library/Sophos Anti-Virus/SophosSXLD.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:17 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.Sophos.macendpoint.SophosSXLD" Location "/Library/Sophos Anti-Virus/SophosSXLD.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:17 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.ui" Location "/Library/Sophos Anti-Virus/SophosUIServer.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:17 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.ui" Location "/Library/Sophos Anti-Virus/SophosUIServer.app": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:17 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.macendpoint.SophosWebIntelligence" Location "/Library/Sophos Anti-Virus/SophosWebIntelligence.bundle": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:17 MacBook-Pro OSInstaller[458]: Considering Migration of Bundle ID "com.sophos.macendpoint.SophosWebIntelligence" Location "/Library/Sophos Anti-Virus/SophosWebIntelligence.bundle": Migrating because the bundle is invalid (bundle ID or version is nil) and no local bundle exists.
    Oct 19 06:58:35 MacBook-Pro OSInstaller[458]: (SB) Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Library/Extensions/SophosOnAccessInterceptor.kext/ -> file:///Volumes/Image%20Volume/Library/Extensions/SophosOnAccessInterceptor.kext/ ...
    Oct 19 06:58:35 MacBook-Pro OSInstaller[458]: (SB) Done Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Library/Extensions/SophosOnAccessInterceptor.kext/ -> file:///Volumes/Image%20Volume/Library/Extensions/SophosOnAccessInterceptor.kext/ (0)...
    Oct 19 06:58:35 MacBook-Pro OSInstaller[458]: (SB) Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Applications/Sophos%20Anti-Virus.app/ -> file:///Volumes/Image%20Volume/Applications/Sophos%20Anti-Virus.app/ ...
    Oct 19 06:58:35 MacBook-Pro OSInstaller[458]: (SB) Done Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Applications/Sophos%20Anti-Virus.app/ -> file:///Volumes/Image%20Volume/Applications/Sophos%20Anti-Virus.app/ (0)...
    Oct 19 06:58:41 MacBook-Pro OSInstaller[458]: (SB) Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Library/Extensions/SophosNetworkInterceptor.kext/ -> file:///Volumes/Image%20Volume/Library/Extensions/SophosNetworkInterceptor.kext/ ...
    Oct 19 06:58:41 MacBook-Pro OSInstaller[458]: (SB) Done Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Library/Extensions/SophosNetworkInterceptor.kext/ -> file:///Volumes/Image%20Volume/Library/Extensions/SophosNetworkInterceptor.kext/ (0)...
    Oct 19 06:58:41 MacBook-Pro OSInstaller[458]: (SB) Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Library/Application%20Support/Sophos/ -> file:///Volumes/Image%20Volume/Library/Application%20Support/Sophos/ ...
    Oct 19 06:58:41 MacBook-Pro OSInstaller[458]: (SB) Done Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Library/Application%20Support/Sophos/ -> file:///Volumes/Image%20Volume/Library/Application%20Support/Sophos/ (0)...
    Oct 19 06:58:41 MacBook-Pro OSInstaller[458]: (SB) Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Library/Sophos%20Anti-Virus/ -> file:///Volumes/Image%20Volume/Library/Sophos%20Anti-Virus/ ...
    Oct 19 06:58:42 MacBook-Pro OSInstaller[458]: (SB) Done Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Library/Sophos%20Anti-Virus/ -> file:///Volumes/Image%20Volume/Library/Sophos%20Anti-Virus/ (0)...
    Oct 19 06:58:50 MacBook-Pro OSInstaller[458]: Path enumeration error: Error Domain=NSPOSIXErrorDomain Code=20 "Not a directory" (/Volumes/Image Volume/Recovered Items/Library/Preferences/com.sophos.ac.plist)
    Oct 19 06:58:50 MacBook-Pro OSInstaller[458]: (SB) Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Library/Preferences/com.sophos.ac.plist -> file:///Volumes/Image%20Volume/Library/Preferences/com.sophos.ac.plist ...
    Oct 19 06:58:50 MacBook-Pro OSInstaller[458]: (SB) Done Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Library/Preferences/com.sophos.ac.plist -> file:///Volumes/Image%20Volume/Library/Preferences/com.sophos.ac.plist (0)...
    Oct 19 06:58:52 MacBook-Pro OSInstaller[458]: Path enumeration error: Error Domain=NSPOSIXErrorDomain Code=20 "Not a directory" (/Volumes/Image Volume/Recovered Items/Library/Preferences/com.sophos.dc.plist)
    Oct 19 06:58:52 MacBook-Pro OSInstaller[458]: (SB) Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Library/Preferences/com.sophos.dc.plist -> file:///Volumes/Image%20Volume/Library/Preferences/com.sophos.dc.plist ...
    Oct 19 06:58:52 MacBook-Pro OSInstaller[458]: (SB) Done Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Library/Preferences/com.sophos.dc.plist -> file:///Volumes/Image%20Volume/Library/Preferences/com.sophos.dc.plist (0)...
    Oct 19 06:58:52 MacBook-Pro OSInstaller[458]: Path enumeration error: Error Domain=NSPOSIXErrorDomain Code=20 "Not a directory" (/Volumes/Image Volume/Recovered Items/Library/Preferences/com.sophos.sau.plist)
    Oct 19 06:58:52 MacBook-Pro OSInstaller[458]: (SB) Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Library/Preferences/com.sophos.sau.plist -> file:///Volumes/Image%20Volume/Library/Preferences/com.sophos.sau.plist ...
    Oct 19 06:58:52 MacBook-Pro OSInstaller[458]: (SB) Done Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Library/Preferences/com.sophos.sau.plist -> file:///Volumes/Image%20Volume/Library/Preferences/com.sophos.sau.plist (0)...
    Oct 19 06:58:52 MacBook-Pro OSInstaller[458]: Path enumeration error: Error Domain=NSPOSIXErrorDomain Code=20 "Not a directory" (/Volumes/Image Volume/Recovered Items/Library/Preferences/com.sophos.sav.plist)
    Oct 19 06:58:52 MacBook-Pro OSInstaller[458]: (SB) Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Library/Preferences/com.sophos.sav.plist -> file:///Volumes/Image%20Volume/Library/Preferences/com.sophos.sav.plist ...
    Oct 19 06:58:52 MacBook-Pro OSInstaller[458]: (SB) Done Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/Library/Preferences/com.sophos.sav.plist -> file:///Volumes/Image%20Volume/Library/Preferences/com.sophos.sav.plist (0)...
    Oct 19 06:58:54 MacBook-Pro OSInstaller[458]: Path enumeration error: Error Domain=NSPOSIXErrorDomain Code=20 "Not a directory" (/Volumes/Image Volume/Recovered Items/usr/bin/SophosUpdate)
    Oct 19 06:58:54 MacBook-Pro OSInstaller[458]: (SB) Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/usr/bin/SophosUpdate -> file:///Volumes/Image%20Volume/Library/SystemMigration/History/Migration-9C2E1728-8311-4E3A-B59A-D6B56E86B5E2/QuarantineRoot/usr/bin/SophosUpdate ...
    Oct 19 06:58:54 MacBook-Pro OSInstaller[458]: (SB) Done Shoving Sandbox file:///Volumes/Image%20Volume/Recovered%20Items/usr/bin/SophosUpdate -> file:///Volumes/Image%20Volume/Library/SystemMigration/History/Migration-9C2E1728-8311-4E3A-B59A-D6B56E86B5E2/QuarantineRoot/usr/bin/SophosUpdate (0)...
    Jan 27 17:34:11 MarksMac Sophos Installer[66150]: [SMEInstallController.m:209] Installing opm-sa-installer version 9.2.8
    Jan 27 17:34:12 MarksMac Sophos Installer[66150]: [SMEInstallController.m:668] Upgrading the "opm-sa-installer" product
    Jan 27 17:34:12 MarksMac Sophos Installer[66150]: [SMEAggregateInstallStrategy.m:71] "installer.prepare.stopProcesses" success: YES
    Jan 27 17:34:12 MarksMac Sophos Installer[66150]: [SMEAggregateInstallStrategy.m:71] "installer.prepare.removeComponents" success: YES
    Jan 27 17:34:12 MarksMac Sophos Installer[66150]: [SMEAggregateInstallStrategy.m:71] "installer.prepare.removeKeychains" success: YES
    Jan 27 17:34:12 MarksMac Sophos Installer[66188]: Starting receipt service for opm-sa-installer
    Jan 27 17:34:13 MarksMac Sophos Installer[66188]: Fix plan is: (opm-mpkg-cache)
    Jan 27 17:34:13 MarksMac Sophos Installer[66150]: [SMEBuildInstallPlanStrategy.m:189] Install plan:
    Jan 27 17:34:13 MarksMac Sophos Installer[66150]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.buildPlan" success: YES
    Jan 27 17:34:13 MarksMac Sophos Installer[66150]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.stopAdditionalProcesses" success: YES
    Jan 27 17:34:13 MarksMac Sophos Installer[66150]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.cacheManifestComponents" success: YES
    Jan 27 17:34:13 MarksMac Sophos Installer[66188]: "receiptService.removeComponents.stopProcesses" success: YES
    Jan 27 17:34:13 MarksMac Sophos Installer[66188]: "receiptService.removeComponents.removeFiles" success: YES
    Jan 27 17:34:13 MarksMac Sophos Installer[66188]: "receiptService.removeComponents" success: YES
    Jan 27 17:34:13 MarksMac Sophos Installer[66150]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.remoteRemove" success: YES
    Jan 27 17:34:14 MarksMac Sophos Installer[66150]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.installComponents" success: YES
    Jan 27 17:34:14 MarksMac Sophos Installer[66150]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.processStart" success: YES
    Jan 27 17:34:14 MarksMac Sophos Installer[66198]: [SMEInstallController.m:209] Installing opm-sa version 9.2.8
    Jan 27 17:34:15 MarksMac Sophos Installer[66198]: [SMEInstallController.m:659] The receipt has been damaged. The previous installation will be removed.
    Jan 27 17:34:15 MarksMac Sophos Installer[66198]: [SMEInstallController.m:664] Fresh install of the "opm-sa" product.
    Jan 27 17:34:15 MarksMac Sophos Installer[66198]: [SMEAggregateInstallStrategy.m:71] "installer.productRemoval.cacheComponent" success: YES
    Jan 27 17:34:15 MarksMac Sophos Installer[66198]: [SMEProcessStopStrategy.m:215] Service Manager failed while stopping managed daemons (
    "com.sophos.devicecontrol",
    "com.sophos.configuration",
    "com.sophos.sxld",
    "com.sophos.mcs",
    "com.sophos.scan",
    "com.sophos.webd",
    "com.sophos.notification",
    "com.sophos.intercheck",
    "com.sophos.autoupdate",
    "com.sophos.managementagent",
    "com.sophos.messagerouter"
    Jan 27 17:34:16 MarksMac Sophos Installer[66198]: [SMEAggregateInstallStrategy.m:71] "installer.productRemoval.stopProcesses" success: YES
    Jan 27 17:34:18 MarksMac Sophos Installer[66198]: [SMEAggregateInstallStrategy.m:71] "installer.productRemoval.removeComponents" success: YES
    Jan 27 17:34:18 MarksMac Sophos Installer[66198]: [SMEAggregateInstallStrategy.m:71] "installer.prepare.stopProcesses" success: YES
    Jan 27 17:34:18 MarksMac Sophos Installer[66198]: [SMEAggregateInstallStrategy.m:71] "installer.prepare.removeComponents" success: YES
    Jan 27 17:34:18 MarksMac Sophos Installer[66198]: [SMEAggregateInstallStrategy.m:71] "installer.prepare.removeKeychains" success: YES
    Jan 27 17:34:18 MarksMac Sophos Installer[66198]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.buildPlan" success: YES
    Jan 27 17:34:18 MarksMac Sophos Installer[66198]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.cacheManifestComponents" success: YES
    Jan 27 17:34:18 MarksMac Sophos Installer[66198]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.remoteRemove" success: YES
    Jan 27 17:34:20 MarksMac Sophos Installer[66198]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.installComponents" success: YES
    Jan 27 17:34:20 MarksMac Sophos Installer[66198]: [SMEAggregateInstallStrategy.m:71] "installer.productRemoval.restoreCacheComponent" success: YES
    Jan 27 17:34:49 MarksMac Sophos Installer[66198]: [SMEAggregateInstallStrategy.m:71] "installer.localPayload.processStart" success: YES
    Jan 27 17:34:50 MarksMac Sophos Installer[66198]: [SMEAggregateInstallStrategy.m:71] "installer.writeReceipt" success: YES
    Jan 27 17:34:50 MarksMac Sophos Installer[66198]: [SMEInstallController.m:563] "installer" success: YES
    Jan 27 17:34:50 MarksMac Sophos Installer[66198]: [SMEInstallController.m:297] Installation complete
    Jan 27 17:34:50 MarksMac Sophos Installer[66150]: [SMEAggregateInstallStrategy.m:71] "installer.externalDeployer" success: YES
    Jan 27 17:34:50 MarksMac Sophos Installer[66150]: [SMEAggregateInstallStrategy.m:71] "installer.writeReceipt" success: YES
    Jan 27 17:34:50 MarksMac Sophos Installer[66150]: [SMEInstallController.m:563] "installer" success: YES
    Jan 27 17:34:50 MarksMac Sophos Installer[66188]: "receiptService" success: YES
    Jan 27 17:34:52 MarksMac Sophos Installer[66150]: [SMEInstallController.m:297] Installation complete
  • In reply to MarkAdams:

    Hi Mark,

    No idea what all those messages OSInstaller[458]: (SB) Done Shoving Sandbox... actually means, but looks like perhaps an OS upgrade? Definitely not our software.

    Our installer messages start with the line Sophos Installer[66150]: [SMEInstallController.m:209] Installing opm-sa-installer version 9.2.8

    The most interesting line is Sophos Installer[66198]: [SMEInstallController.m:659] The receipt has been damaged. The previous installation will be removed. This means our installer (for the upgrade) failed to run the stored installer (for the current installation) that lives in /Library/Application Support/Sophos. Further reading of the messages suggests that it managed to remove the previous version and successfully install the new version. That is where the log ends.

    From just this log, I conclude the following things:

    1. whatever was installed prior to 9.2.8 was not set up as expected
    2. the new 9.2.8 installation appears to have succeeded
    3. no idea whether future updating is going to work or  not (nothing in the logs about it)

    What is the current state of your system?

  • In reply to bobcook:

    My system is fine. I am running osx 10.11.3.
    My only problem is that I get this error message when I try to update Sophos.
  • In reply to MarkAdams:

    Hi Mark,

    Sorry, need some clarification on "this error message" (nothing in your install.log suggests a problem beyond what I already described). Run "Update Now" (from the shield menu) and post back what you find in your install.log file please.
  • In reply to bobcook:

    An error message like JP's message Posted: 3 Jul 2015 10:21 AM.
    This is the only problem that I have and the problem on this thread.
  • In reply to MarkAdams:

    The UI error is pretty generic (several different error conditions can lead to the same result). The messages in the file /var/log/install.log are likely to be more helpful in diagnosing what is wrong.
  • In reply to bobcook:

    Hi am in MEXICO CITY

    getting same error "sever cannot update at this time"

    no luck since 3pm on 14th october

    LOG COPY HERE

    com.sophos.autoupdate: Error: Failed to download packages at 16:27:18 14 October 2016
    com.sophos.autoupdate: Error:    Could not contact primary server at 16:27 on 14 October 2016
    com.sophos.autoupdate:     URL is invalid

     

    Help!

  • I have been having issues with updating Sophos Home also in my Mac. Strangely, I cannot update at home, but at school I can update the anti-virus successfully. Before I can update Sophos successfully at home. But, lately I cannot update at home; although, I was able to update last night once. The message on the menu bar says "Could not contact primary server". Perhaps, either there's some issue with the primary server or my connection at home is just insufficient for the update?

     

  • I'm having the same problem on a machine which has been disconnected for a few months (9.6.2, threat engine 3.68.0, threat data 5.39) and an Optus Home Wireless Broadband service.

    I suggest it is probably an interaction between their proxies for their 4G services (possibly only those used for the speed-limited home broadband service) and your CDN.