Installation Unsuccessful - An Internet connection could not be established

  • Article ID: 120453
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  • 2 customers rated this article 1.0 out of 6
  • Updated: 21 Jan 2014

Issue

At the end of the Sophos Cloud endpoint installer you see the following error message:

Installation Unsuccessful
An Internet connection could not be established.

Checking the 'Sophos Endpoint Bootstrap_[Timestamp].txt' log you see the return code of 143  and at least one of the following messages:

  • ERROR,Failed to send a WinHttp request. The error code was 12007 (The server name or address could not be resolved).,

  • ERROR,Failed to send a WinHttp request. The error code was 12029 (A connection with the server could not be established).,
    ERROR,Failed to connect to the URL https://mcs-amzn-eu-west-1-9af7.upe.p.hmr.sophos.com/sophos/management/ep.,
    ERROR,An Internet connection could not be established.,

Note: The Amazon URL may be different depending on the region selected during initial activation of your Sophos Cloud account.

First seen in

Sophos Cloud Managed Endpoint

Cause

SophosInstall.exe was unable to make a successful connection attempt to one or more URLs.  

A successful log shows the following information:

[Date,Time],Information,Checking for internet connectivity...,
[Date,Time],Success,Successfully connected to the URL http://dci.sophosupd.com/.,
[Date,Time],Information,Checking for internet connectivity...,
[Date,Time],Success,Successfully connected to the URL https://mcs-amzn-eu-west-1-9af7.upe.p.hmr.sophos.com/sophos/management/ep.,

Note: The Amazon URL may be different depending on the region selected during initial activation of your Sophos Cloud account.

What To Do

Ensure that the user account running SophosInstall.exe can access the locations mentioned in the log file.  

Note: If SophosInstall.exe is running in the SYSTEM account context, e.g. where deploying through Group Policy start-up scripts; ensure that the SYSTEM user account can access the Internet.


 
If you need more information or guidance, then please contact technical support.

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