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Endpoint Security: Failed to send a WinHttp request. The error code was 12002

Hi,

trying to install Sophos Endpoint Security on a normal win 7 client (as done 100 times before...).

On this client always getting the error that no internet-connection is available and the installation stops.

the log file:

30.09.2014,11:04:31,Informationen,------------------ Beginning installation of Sophos Anti-Virus and AutoUpdate ------------------,
30.09.2014,11:04:31,Informationen,Setup-Version 2.10.4.5,
30.09.2014,11:04:31,Informationen,Command line: c:\users\klein_~1\appdata\local\temp\sophos_bootstrap\setup.exe -server mcs1-94a6.broker.sophos.com -token *****************,
30.09.2014,11:04:31,Informationen,Setup-Programm wurde von C:\Users\KLEIN_~1\AppData\Local\Temp\sophos_bootstrap gestartet,
30.09.2014,11:04:31,Informationen,Überprüfung auf vorhandene Installation von Sophos Anti-Virus oder Sophos AutoUpdate...,
30.09.2014,11:04:31,Informationen,Überprüfung des Anwenders auf Mitgliedschaft in Administratorengruppe...,
30.09.2014,11:04:31,Informationen,Assistent versucht, Informationen über den Anwender abzurufen...,
30.09.2014,11:04:35,Informationen,Starting the install sequence.,
30.09.2014,11:04:35,Informationen,Checking for internet connectivity...,
30.09.2014,11:04:38,Abgeschlossen,Successfully connected to the URL http://dci.sophosupd.com/.,
30.09.2014,11:04:38,Informationen,Checking for internet connectivity...,
30.09.2014,11:05:10,FEHLER,Failed to send a WinHttp request. The error code was 12002 (Das Zeitlimit für den Vorgang wurde erreicht.).,
30.09.2014,11:05:10,FEHLER,Es konnte keine Internetverbindung hergestellt werden.,
30.09.2014,11:05:14,Informationen,------------------ Installation program finishing with code 143 ------------------,

Internet is available, testet the installation on another virtual client (same os / same connection / same installer file) the endpoint protection installs without any problems..

any advice??

greets

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0 zaphod over 9 years ago

Here is the log from the utm webproxy (logging the request from the endpoint installer..):

2014:10:02-13:13:18 vpn-1 httpproxy[11743]: id="0001" severity="info" sys="SecureWeb" sub="http" name="http access" action="pass" method="GET" srcip="10.2.129.98" dstip="62.156.238.49" user="" ad_domain="" statuscode="200" cached="0" profile="REF_DefaultHTTPProfile (Default Web Filter Profile)" filteraction="REF_DefaultHTTPCFFAction (Default content filter action)" size="53" request="0x117e8828" url="dci.sophosupd.com/" exceptions="av,auth,content,url,ssl,certcheck,certdate,mime,fileextension,size" error="" authtime="0" dnstime="20409" cattime="0" avscantime="0" fullreqtime="90773" device="0" auth="0"

2014:10:02-13:13:39 vpn-1 httpproxy[11743]: id="0001" severity="info" sys="SecureWeb" sub="http" name="http access" action="pass" method="GET" srcip="10.2.129.98" dstip="62.156.238.47" user="" ad_domain="" statuscode="304" cached="0" profile="REF_DefaultHTTPProfile (Default Web Filter Profile)" filteraction="REF_DefaultHTTPCFFAction (Default content filter action)" size="0" request="0x98ba9c8" url="crl.microsoft.com/.../microsoftrootcert.crl" exceptions="av,auth,content,url,mime,cache,fileextension" error="" authtime="0" dnstime="20236" cattime="0" avscantime="0" fullreqtime="59050" device="0" auth="0" app-id="1151" application="micrsoft"

2014:10:02-13:13:39 vpn-1 httpproxy[11743]: id="0001" severity="info" sys="SecureWeb" sub="http" name="http access" action="pass" method="GET" srcip="10.2.129.98" dstip="62.156.238.47" user="" ad_domain="" statuscode="304" cached="0" profile="REF_DefaultHTTPProfile (Default Web Filter Profile)" filteraction="REF_DefaultHTTPCFFAction (Default content filter action)" size="0" request="0x98ba9c8" url="crl.microsoft.com/.../MicCodSigPCA_08-31-2010.crl" exceptions="av,auth,content,url,mime,cache,fileextension" error="" authtime="0" dnstime="0" cattime="0" avscantime="0" fullreqtime="29905" device="0" auth="0" app-id="1151" application="micrsoft"

greets

zaphod
___________________________________________

Home: Zotac CI321 (8GB RAM / 120GB SSD) with latest Sophos UTM
Work: 2 SG430 Cluster / many other models like SG105/SG115/SG135/SG135w/...

0 madarasz.miklos over 9 years ago

We have same problem. Any ideas?
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0 BAlfson over 9 years ago

Hi, madarasz.miklos, and welcome to the User BB!

Guys, there was an issue with Sophos server here in the US recently that caused similar complaints. If you have a paid license, you should have your reseller open a ticket with Sophos Support so that Sophos knows about the issue. Otherwise, you just have to wait until they are informed by someone.

Cheers- Bob

Sophos UTM Community Moderator
Sophos Certified Architect - UTM
Sophos Certified Engineer - XG
Gold Solution Partner since 2005

MediaSoft, Inc. USA
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0 brett@evit.com.au over 9 years ago

same issue: Unable to install endpoint
C'mon Sophos support!
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0 brett@evit.com.au over 9 years ago

3/10/2014,6:28:57 AM,ERROR,Failed to send a WinHttp request. The error code was 12002 (The operation timed out).,
3/10/2014,6:29:28 AM,ERROR,Failed to send a WinHttp request. The error code was 12002 (The operation timed out).,
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0 brett@evit.com.au over 9 years ago

I have been on the phone for 6 hours on this, no resolution yet from Sophos.
what the hell sophos.
I'm a reseller also!
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0 apijnappels over 9 years ago

Same problem here. Just informed my reseller about this.

Managing several Sophos firewalls both at work and at some home locations, dedicated to continuously improve IT-security and feeling well helping others with their IT-security challenges.
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0 brett@evit.com.au over 9 years ago

please confirm if this is today that your experiencing this as I am also
also I'm currently on a tech call with sophos re this.

3/10/2014
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0 brett@evit.com.au over 9 years ago

Day 4. Still not working

3-Oct-14,6:02:53 PM,Information,Checking if Sophos Anti-Virus or Sophos AutoUpdate are installed...,
03-Oct-14,6:02:53 PM,Information,Checking if the user is a member of the Administrators group...,
03-Oct-14,6:02:53 PM,Information,Starting wizard to collect information from user...,
03-Oct-14,6:02:57 PM,Information,Starting the install sequence.,
03-Oct-14,6:02:57 PM,Information,Checking for internet connectivity...,
03-Oct-14,6:02:57 PM,Success,Successfully connected to the URL http://dci.sophosupd.com/.,
03-Oct-14,6:02:57 PM,Information,Checking for internet connectivity...,
03-Oct-14,6:03:29 PM,ERROR,Failed to send a WinHttp request. The error code was 12002 (The operation timed out).,
03-Oct-14,6:03:29 PM,ERROR,An Internet connection could not be established.,
03-Oct-14,6:03:31 PM,Information,------------------ Installation program finishing with code 143 ------------------,

countless hours on phone to technical support:
No fix
Ended the day at 9:30pm at night with my sophos broker is broken!

Anyone else experience this fun?
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0 madarasz.miklos over 9 years ago

Same problem. [:(]
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