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Sophos update failure

Posted: Sun Jun 10, 2018 8:17 am
by landbeck
For the last several months, I (the Ward Clerk) have been manually update our Sophos Anti-virus software by right-clicking the Sophos icon on the tray, and selecting the option to "Update now"

Most days, it has been taking several, sometimes dozens, of attempts to actually download the update. But eventually I get it done.

Today however, the pop-up update window is saying it "Could not contact server" and nothing happened. Again, after several attempts, this is still happening.

Thoughts or advice?

Re: Sophos update failure

Posted: Sun Jun 10, 2018 1:02 pm
by russellhltn
landbeck wrote:Thoughts or advice?

I'd wait. The servers it's going to are the church's servers. They may be down or overloaded. If down, it may not be fixed until the IT folks go back to work on Monday, Utah time.

Re: Sophos update failure

Posted: Fri Jun 15, 2018 2:13 am
by landbeck
No joy. Unless the servers have remained down all week, or are overloading this morning at 3am Mountain-time, that is not the problem. Still no joy, message is still "Could not contact server"

So we are going to just operate with a failing anti-virus program until the computer decides to simply not work, or we have a user who infects us by lack of care.

Re: Sophos update failure

Posted: Fri Jun 15, 2018 3:27 am
by Biggles
I can confirm that I'm also seeing the same "Could not contact server" message. To me this looking morelike a genuine server issue, rather than a problem with an individual computer. If the issue isn't server related, it might be prudent to contact the GSC to confirm this. Then follow their guidance.

FWIW - I had a similar problem with another Clerk computer in our Stake earlier this year. This was eventually resolved with the help of the GSC Tier 2 support team. They will then guide you through the steps to resolve the issue. This wasn't server related.

Re: Sophos update failure

Posted: Fri Jun 15, 2018 5:07 am
by drepouille
My ward's admin computer has shown that same message for years, as long as I can remember. I tried to call the GSC on a Wednesday night last year. They talked me through a full uninstall and reinstall, and the problem remained. Finally, the GSC guy told me to ignore it, and just use an out-of-date Sophos. He was not concerned about it.

See
https://tech.lds.org/forum/viewtopic.php?f=48&t=6083&hilit=sophos#p173522

Re: Sophos update failure

Posted: Fri Jun 15, 2018 6:16 am
by Biggles
drepouille wrote:My ward's admin computer has shown that same message for years, as long as I can remember. I tried to call the GSC on a Wednesday night last year. They talked me through a full uninstall and reinstall, and the problem remained. Finally, the GSC guy told me to ignore it, and just use an out-of-date Sophos. He was not concerned about it.

See
https://tech.lds.org/forum/viewtopic.php?f=48&t=6083&hilit=sophos#p173522

I would suggest you go back to them and get the 2nd Tier Support involved. They gave me a whole load of different options to try! I won’t post them here as it might not be something they would want posted publicly.

Re: Sophos update failure

Posted: Sun Jun 24, 2018 3:06 am
by landbeck
Dogged determination seems to have won this fight. This morning, clicking the "Update now" option worked. It connected, downloaded an update, and is happy.

No more reminding red exclamation points in the lower right-hand side of the screen. So far!