Could not connect to primary server.

Have had this on two devices this morning both IMac and Mac Book both running OS X 10.10.5  Just get a shield with a cross in the middle.  Can anyone help please - are the Sophos servers down.

Thanks

Ann

  • Hi - still getting timeout error - could not contact primary server - on two separate devices MacBook & IMac so not a software problem - I can see from the log that the last time Sophos connected was at midnight last night when it looks as if it was working fine.. Have changed router - rebooted devices - run repair disk permissions - been in touch with ISP who say no problem their end. Only thing left is a problem with the Sophos server. Please can someone get back to me as this is driving me nuts.

    Thank you very much

    Ann
  • I am still getting "can't connect to primary server".  ISP has monitored my connect and can't find anything wrong my end - I have this problem on two separate devices so not a software issue.  Please, can someone at Sophos help.  I have read through all posts but nothing is at all helpful.  Everything was working fine until two days ago.

    Have tried to contact Sophos Support on Twitter, but just told to read forum.

    I would be very grateful if someone could help here please.

    Ann

  • I am running OS X 10.10.5 and Sophos version 9.2.7 Thanks very much for any help you can supply.
    P.S - I have tried 2 different routers - ISP says they can see no problems their end - have same problem on 2 different devices - MacBook & IMac - so can't be software related.
  • Thanks for the link to the video, but it is not showing on that page.
  • I have the same issue. Sophos has not updated since 10:00 on 23 September 2015 - "can't connect to primary server". Running Home Edition 9.2.7 on OSX 10.6.8. Same on desktop and laptop machines.
  • Our operations team is aware of an issue with our content delivery service, and working hard to resolve. This is specific to users in the UK, and we hope it will be resolved soon.

    Note that version 9.4 improves the robustness of updating. If you aren't yet running it, please upgrade

    Edit: yeah that sounds dumb, apologies, I know its hard to upgrade to 9.4 if you can't upgrade at all. Not quite sure what I was thinking there. The workaround is to go to sophos.com and download a fresh 9.4 installer. It will replace your 9.2.7 with the 9.4 build. Once done you'll have the better updating code.

  • In reply to bobcook:

    I'm also getting the same error only recently, with version 9.4.0 on OS X El Capitan Public GM 10.11 (15A282a) - and I'm outside of the UK. Tried different networks, same result.

    "Could not contact primary server - URL Error"

    Edit: Never mind, it's now updating correctly again!

  • In reply to bobcook:

    Thanks very much for that, everything working this morning - like magic :) Will upgrade - thanks again for response.
  • I have a similar issue. where the client try to update itself but is connecting to the wrong server. After couple of try to then connects to the correct server and the update is successful. Not sure why its trying the wrong server in the first place. Any idea? It starts with test02 server and fails to connect that because the primary server is test01. I would like to remove test02. Test02 server is a DC.

     

    Time: 6/13/2018 12:10:26
    Message: Downloading phase completed
    Module: ALUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:25
    Message: Product cache update from discovered server successfully finished
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:25
    Message: Downloading product Sophos System Protection from server \\test01\SophosUpdate\CIDs\S000\SAVSCFXP
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:24
    Message: Product cache update from discovered server successfully finished
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:24
    Message: Downloading product Sophos AutoUpdate from server \\test01\SophosUpdate\CIDs\S000\SAVSCFXP
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:24
    Message: Product cache update from discovered server successfully finished
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:24
    Message: Downloading product Sophos Network Threat Protection from server \\test01\SophosUpdate\CIDs\S000\SAVSCFXP
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:23
    Message: Product cache update from discovered server successfully finished
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:23
    Message: Downloading product Sophos Endpoint Defense from server \\test01\SophosUpdate\CIDs\S000\SAVSCFXP
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:22
    Message: Product cache update from discovered server successfully finished
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:22
    Message: Downloading product SAVXP from server \\test01\SophosUpdate\CIDs\S000\SAVSCFXP
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:21
    Message: Product cache update from discovered server successfully finished
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:21
    Message: Downloading product RMSNT from server \\test01\SophosUpdate\CIDs\S000\SAVSCFXP
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:20
    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: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:20
    Message: Downloading product Sophos System Protection from server \\test02\SophosUpdate\CIDs\S000\SAVSCFXP
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:20
    Message: Could not add a connection to server \\test02\SophosUpdate; user ntgroup\SophosUM; Windows error 53
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:18
    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: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:18
    Message: Downloading product Sophos AutoUpdate from server \\test02\SophosUpdate\CIDs\S000\SAVSCFXP
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:18
    Message: Could not add a connection to server \\test02\SophosUpdate; user ntgroup\SophosUM; Windows error 53
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:16
    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: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:16
    Message: Downloading product Sophos Network Threat Protection from server \\test02\SophosUpdate\CIDs\S000\SAVSCFXP
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:16
    Message: Could not add a connection to server \\test02\SophosUpdate; user ntgroup\SophosUM; Windows error 53
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:13
    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: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:13
    Message: Downloading product Sophos Endpoint Defense from server \\test02\SophosUpdate\CIDs\S000\SAVSCFXP
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:13
    Message: Could not add a connection to server \\test02\SophosUpdate; user ntgroup\SophosUM; Windows error 53
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:11
    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: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:11
    Message: Downloading product SAVXP from server \\test02SophosUpdate\CIDs\S000\SAVSCFXP
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:11
    Message: Could not add a connection to server \\test02\SophosUpdate; user ntgroup\SophosUM; Windows error 53
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:09
    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: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:09
    Message: Downloading product RMSNT from server \\test02\SophosUpdate\CIDs\S000\SAVSCFXP
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:09
    Message: Could not add a connection to server \\test02\SophosUpdate; user ntgroup\SophosUM; Windows error 53
    Module: CIDUpdate
    Process ID: 6580
    Thread ID: 6976

    Time: 6/13/2018 12:10:07
    Message: ***************          Sophos AutoUpdate started          ***************
    Module: ALUpdate
    Process ID: 6580
    Thread ID: 6976