• Sophos Antivirus Update Failed Could Not Contact Server
• Sophos Virus Software

Dec 6, 2017 - Do I need to uninstall my current anti-virus before installing Sophos? Error: Sufficient Privileges; Unable to install/run a certain program. Sophos Home is provided for free, downloaded and updated straight from Sophos.

I have a been working on this for over a week in my spare time. We have Sophos Enterprise for our Antivirus solution. It is installed and working perfectly on all of our computers and servers except for one. The endpoint that is having trouble is a small virtual server used to run Groupwise Messenger. It is running Windows Server Standard 32 bit with SP2 installed. The issue arises from it attempting to download and install updates.

It returns an error saying that it could not contact the server. The update logs record two separate errors. Error 1: Could not add a connection to server servername SophosUpdate; user servername SophosUpdateMgr; Windows error 487 Error 2: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details. The server is able to browse to and access anything in the share if you open it by Windows Explorer. It is able to ping it by both IP and name.

If we copy the update files to the server itself and tell it to update from the folder they are in, it updates without a problem. We have tried using different credentials to access the share during the update as well. We can create a new share on a completely different computer or server and point it to there for the updates and it then claims it cannot connect to that server or computer. It appears that for some unknown reason it is unable to access shares, but only if Sophos is the one trying. Sophos support says that it is an issue with Windows, but as far as Windows is concerned it can see and access the share on the Sophos Management server. Has anyone ever seen this issue before or have any ideas as to why this would happen and how to fix it? Thanks everyone for your input.

I will reply in order. @ SamSmart84 - I have triple checked the credentials to ensure they are correct. The account it uses to access it is a local only account on the Sophos Management server.

Sophos Antivirus Update Failed Could Not Contact Server

@ Matthew5502 - The Windows firewall is completely turned off and Remote Registry and all other services are turned on. @ Kim@Sophos - Kim, I have actually already put in a call to support and they connected to the endpoint and the Management server and the support tech found nothing wrong with Sophos and said it was a Windows issue and recommended to call them.

@Luthman - I have replaced the server name with it's corresponding IP address with no effect. I have even tried copying the updates to shares on other servers and it still couldn't update.

Sophos Virus Software

Formula 1 sauber. @DJ2484 - I checked for Windows updates, and there were none, not even optional ones. Any other advice you can provide is greatly appreciated.