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firmware up2date no more working

nick76

Hello all,

I've different sophos utm setup by different client. On of this sophos utm (is a software Active/Passive) mode, is updated to 9.414-2 and when I try to check or download the new firmware I got this error in the log: 


2017:07:14-07:42:02 SOPHOS001-1 audld[10330]: Starting Up2Date Package Downloader
2017:07:14-07:42:09 SOPHOS001-1 audld[10330]: patch up2date possible
2017:07:14-07:42:09 SOPHOS001-1 audld[10330]: Using static update server list in HA mode
2017:07:14-07:42:18 SOPHOS001-1 audld[10330]: Could not connect to Server us1.utmu2d.sophos.com (status=500 Internal Server Error).
2017:07:14-07:42:18 SOPHOS001-1 audld[10330]: Could not connect to Server us2.utmu2d.sophos.com (status=500 Internal Server Error).
2017:07:14-07:42:23 SOPHOS001-1 audld[10330]: Could not connect to Authentication Server us1.utmu2d.sophos.com (code=500 500 Internal Server Error).
2017:07:14-07:42:31 SOPHOS001-1 audld[10330]: id="3701" severity="info" sys="system" sub="up2date" name="Authentication successful"

this isse is occurring since a while (so I don't think is a temporary problem).

the patterns are working correctly and are up2date, while firmware nope. 

in other clients (and also at home) I don't have any of this problem, and I'm using the same ISP with the same DNS servers. 

what could I do?

thank you very much, best regards

Nicola



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  • 0

    Hi Nicola,

    Provide me the result of following steps:

    1. nslookup us1.utm2d.sophos.com (from the UTM)
    2. traceroute <IP resolved on nslookup> 
    3. ping us1.utm2d.sophos.com

    Alongside, the most simplest way to resolve this is to reimage the appliance with the latest firmware version. Please refer, How to re-image a Sophos UTM and Astaro Security Gateway (ASG) Appliance. Do not forget to take a backup of the configuration file before reimaging.

    Thanks

    Sachin Gurung
    Team Lead | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0

    Also, what do you see in the log when you do the following at the command line as root?

    audld.plx --server us2.utmu2d.sophos.com:443

    If you get the same result, it appears that Sachin's suggestion to re-image and restore the configuration from backup is your only choice.

    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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