Sophos Update Issue-Cannot Connect to Server

Discussions around the setup, operation, replacement, and disposal of clerk computers, not to include using MLS
Aeroengineer1
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Sophos Update Issue-Cannot Connect to Server

#1

Post by Aeroengineer1 »

We are having an issue with one of the clerk computers in the buildings in our stake. The issue is that the Sophos AV will not automatically update its virus definitions. We forced a program update to version 10 (this issue existed before the forced update from 9.5), but it cannot connect to the servers to get the virus definitions. I have included a text log of the output for the update attempt. We also tried to right click on the Sophos icon in the tray and click on "Update Now". The window also confirms that there is an issue contacting the server. The source location in as defined in the software points to the following web page (cropped as I cannot see the full location):

http://ldssr4.ldschurch.org/SophosUpdate/CIDs....

The secondary location is just defined as, "Sophos". All of these settings are greyed out and will not allow for any change. Due to this, I am assuming that these settings are proper. If not, I am not sure how one would go about changing them.

We also confirmed that the computer is connected to the internet and can access web pages. This post is being done from the very computer that cannot connect to the server to find the Sophos update.

Any help on this error would be greatly appreciated. I would hate to leave the computer without up to date AV definitions.

One last question. In one of the efforts to troubleshoot, I tried to uninstall the program to reinstall it. When I tried to do that I was greeted with a message that stated that I did not have the necessary Sophos Administrator level to remove it. Now when I go to the add/remove programs, I cannot find either of the three or four Sophos programs that were on the list. I have confirmed that they are still on the computer and functioning.

The system is configured as follows:
Win XP-Pro (32 bit) SP3
Dell Optiplex 740
AMD 4850E
1GB Ram

Thanks,
Adam
Attachments
Sofos Update Log 27 Jan 2013.txt
(6.37 KiB) Downloaded 369 times
techgy
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Re: Sophos Update Issue-Cannot Connect to Server

#2

Post by techgy »

I would recommend that you contect your Stake Technology Specialist for assistance. If you are that person, then a call to the Global Service desk is in order. Often times experimentation can lead to a greater problem.
Aeroengineer1
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Re: Sophos Update Issue-Cannot Connect to Server

#3

Post by Aeroengineer1 »

I am the stake tech specialist. Trust me this is not so much experimentation, this is basic troubleshooting. Worst case scenario, I have to dump the OS and reinstall all the programs (not hard, just requires time), but I am hopeful that someone has encountered a solution to the problem. If there is no solution found, then I will go to the global services, but I prefer to exhaust all my resources before having to go to someone that will end up using tithing dollars.

Adam
russellhltn
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Re: Sophos Update Issue-Cannot Connect to Server

#4

Post by russellhltn »

Have you confirmed you are behind the church firewall? I'm not sure if the update will work outside of that.

Have you compaired the server settings used by the working systems?

If it's any consolation, I just did a fresh install of Shopos last night and it's not updating. I assume it's a problem with that server.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

So we can better help you, please edit your Profile to include your general location.
Aeroengineer1
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Re: Sophos Update Issue-Cannot Connect to Server

#5

Post by Aeroengineer1 »

I have confirmed that it is behind the firewall. I have not looked at any other computers yet, though that is a good thing to check. The only issue that I see is that if they are configured differently, I cannot change it as the settings are locked out. I will check it though to be thorough.

Adam
jdlessley
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Re: Sophos Update Issue-Cannot Connect to Server

#6

Post by jdlessley »

Normally I recommend uninstalling and reinstalling. But since you are not familiar with that procedure for Sophos you are left to contacting the GSC. We cannot provide that procedure in these forums because doing so violates the Code of Conduct that says; "You may not post . . . [m]ethods for circumventing Church policies or security mechanisms."

The GSC will provide the instructions to uninstall Sophos if that is necessary. They can verify who you are and your calling, we cannot.
JD Lessley
Have you tried finding your answer on the ChurchofJesusChrist.org Help Center?
russellhltn
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Re: Sophos Update Issue-Cannot Connect to Server

#7

Post by russellhltn »

russellhltn wrote:If it's any consolation, I just did a fresh install of Shopos last night and it's not updating. I assume it's a problem with that server.
It wasn't updating Monday morning, but when I tried Monday evening, it took off and ran. Whatever the problem was, it's been fixed.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

So we can better help you, please edit your Profile to include your general location.
drepouille
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Re: Sophos Update Issue-Cannot Connect to Server

#8

Post by drepouille »

aeroengineer1 wrote:Worst case scenario, I have to dump the OS and reinstall all the programs (not hard, just requires time), but I am hopeful that someone has encountered a solution to the problem. If there is no solution found, then I will go to the global services, but I prefer to exhaust all my resources before having to go to someone that will end up using tithing dollars.
After our stake clerk's computer refused to update Sophos for nearly a year, I worked with the GSC to uninstall and reinstall Sophos, but it didn't work. So I backed up the data, wiped the hard drive and started over. Everything is fine now.
Dana Repouille, Plattsmouth, Nebraska
Aeroengineer1
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Re: Sophos Update Issue-Cannot Connect to Server

#9

Post by Aeroengineer1 »

Ok, sounds like this problem will have to wait till after the stake conference broadcast this weekend. The last time the tried to broadcast, it failed, then I got called to this calling. nothing like needing to make sure that it works when a general authority is here. Oh well, I guess if does not go well, then they can release me ;)

Adam
drepouille
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Location: Plattsmouth, NE

Re: Sophos Update Issue-Cannot Connect to Server

#10

Post by drepouille »

Sophos on the clerk's computer in my home ward hasn't updated for many months. I think I did force it to upgrade to Sophos 10, but that didn't fix it. I tried uninstalling Sophos using the utility provided by the GSC, and then reinstalling Sophos 10, but that didn't fix it.

I may use my Independence Day weekend to wipe that computer and reinstall Windows. Ugh. The ward clerk doesn't think it is worth my time.

Maybe I will call the GSC this afternoon to see if they can figure out why Sophos can't connect to the Sophos update server. This computer is in the same room as another ward's computer, which works just fine.
Dana Repouille, Plattsmouth, Nebraska
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