Sophos Installation on Server - WinHttpReceiveResponse failed with error 12002

Hi,

We are unable to install Sophos endpoint on our servers. Please note that there is no firewall in this server

Started C:\Users\**AppData\Local\Temp\sfl-e080ba22\Setup.exe
2019-11-13T01:58:25.0542604Z INFO : Stage 1 command-line options:
2019-11-13T01:58:25.0542604Z INFO : ---
2019-11-13T01:58:25.0542604Z INFO : Quiet mode on: 0
2019-11-13T01:58:25.0542604Z INFO : Automatic Proxy detection disabled: 0
2019-11-13T01:58:25.0542604Z INFO : No feedback mode on: 0
2019-11-13T01:58:25.0542604Z INFO : Dump feedback enabled: 0
2019-11-13T01:58:25.0542604Z INFO : Bypass competitor removal: 0
2019-11-13T01:58:25.0542604Z INFO : Using CRT catalog file path: --
2019-11-13T01:58:25.0542604Z INFO : Only register endpoint with Central: 0
2019-11-13T01:58:25.0542604Z INFO : Log messages between endpoint and Central: 0
2019-11-13T01:58:25.0542604Z INFO : Log command-line passed to executables: 0
2019-11-13T01:58:25.0542604Z INFO : Using custom server that hosts the installer stage2 filename : --
2019-11-13T01:58:25.0542604Z INFO : Using cloud user: --
2019-11-13T01:58:25.0542604Z INFO : Using cloud group: --
2019-11-13T01:58:25.0542604Z INFO : Overriding computer name: --
2019-11-13T01:58:25.0542604Z INFO : Overriding computer description: --
2019-11-13T01:58:25.0542604Z INFO : Overriding domain name: --
2019-11-13T01:58:25.0542604Z INFO : Language will be set to: --
2019-11-13T01:58:25.0542604Z INFO : Using message relays: --
2019-11-13T01:58:25.0542604Z INFO : Proxy address: --
2019-11-13T01:58:25.0542604Z INFO : Proxy user name: --
2019-11-13T01:58:25.0542604Z INFO : Using custom customer token: --
2019-11-13T01:58:25.0542604Z INFO : Using specified products: --
2019-11-13T01:58:25.0542604Z INFO : Using certificates from the MCS app data folder.: 0
2019-11-13T01:58:25.0542604Z INFO : Using custom customer id.: --
2019-11-13T01:58:25.0542604Z INFO : ---
2019-11-13T01:58:25.0542604Z INFO : Sending HTTP 'POST' request to: api/download/stage2-details/32cc3537-ce7e-4e8d-89fa-ede20f68cfc6
2019-11-13T01:58:25.2261289Z WARNING : WinHttpGetProxyForUrl returned: 12180
2019-11-13T01:58:25.2261289Z INFO : Discovered the system proxy http=175.45.116.34:9480;https=165.225.98.34:9480
2019-11-13T01:58:25.2261289Z INFO : Attempting to connect using proxy 'http=175.45.116.34:9480;https=165.225.98.34:9480' of type 'System'.
2019-11-13T01:58:25.2261289Z INFO : Set security protocol: 00000800
2019-11-13T01:58:25.2261289Z INFO : Opening connection to api-cloudstation-us-east-2.prod.hydra.sophos.com
2019-11-13T01:58:25.2261289Z INFO : Request content size: 28
2019-11-13T01:58:57.2413237Z INFO : Sending request
2019-11-13T01:58:57.2413237Z INFO : Request sent
2019-11-13T01:58:57.2413237Z ERROR : WinHttpReceiveResponse failed with error 12002
2019-11-13T01:58:57.2413237Z INFO : Cleaning up extracted files

 

Regards,

Lena

  • Hi  

    On how many servers you are facing the issue? If you are using a proxy server, could you please try below steps.

    1. On your concerned endpoint, go to Run > Type cmd.exe > Right-click then choose Run as administrator.
    2. Enter the following:
      • For 32-bit: netsh winhttp set proxy proxy-server="http=your_proxy_server:your_proxy_port;https=your_proxy_server:your_proxy_port"'
      • For 64-bit:Go to cd C:\Windows\SysWOW64 then press the Enter button.
        netsh winhttp set proxy proxy-server="http=your_proxy_server:your_proxy_port;https=your_proxy_server:your_proxy_port"

        Note: Replace your_proxy_server and your_proxy_port with your proxy configuration.

    Once done, run SophosSetup.exe again. Let me know how it goes. 

  • In reply to Shweta:

    Hi Shweta,

    Thank you for checking on this. Currently, we have 2. Also, I can confirm that we do not have a proxy server.

     

    Regards,

    Lena

  • In reply to Lena Abanes:

    Hi  

    This error usually occurs when an endpoint has some communication issues to download and fetch the updates from the cloud. Could you also check under the temp folder if there are any specific log files with error? Could you also connect to alternate network sources if possible for testing and then try to install the same?

  • In reply to Lena Abanes:

    Hello Lena,

    we do not have a proxy server
    according to the log Discovered the system proxy http=175.45.116.34:9480;https=165.225.98.34:9480 two System proxies, one for HTTP and another one for HTTPS, are configured on this machine.
    What does netsh winhttp show proxy say?

    Christian

  • In reply to QC:

    Hi,

    for this specific server

    ERROR

  • In reply to Lena Abanes:

    Hello Lena Abanes,

    indeed this snippet from the log shows a direct connection attempt. This time it's not a timeout (12002) but - if I'm not mistaken, after 3 minutes - a 12029 (ERROR_WINHTTP_CANNOT_CONNECT) that according to the Microsoft docs is Returned if connection to the server failed.

    If you try to access https://api-cloudstation-us-east-2.prod.hydra.sophos.com/ with a browser- can it connect? It should get a 401 (Unauthorized).

    Christian

  • In reply to QC:

    Hi Christian,

    This is fixed now. Looks like a network issue, new VLAN was created for this traffic and it went well. Thank you so much for your help!

  • In reply to Lena Abanes:

    hi got the same error overhere in a non-domained join server. we got this fixed by:

     

    installer.exe --messagerelays= <IP>