Sophos Anti-Virus for Windows: communication failure

  • Article ID: 17267
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  • Updated: 11 Dec 2012

The following error message can be seen in the Network Communications Report when a computer that previously reported successfully to Enterprise Console, or Sophos Control Center, can no longer do so:

Communication failure.

or

Failed to communicate with the server.

This is a general communication error, and usually happens where communications worked for some time before failing.

Note: This may be a transient error that requires no action.

Possible causes include:

  • The console computer has been switched off.
  • The Sophos Message Router service is not running on the console computer.
  • The console computer has been firewalled.
  • The network cable is disconnected (or damaged) on the console computer.
  • The console computer's fixed IP addresses have changed.
  • The client is unable to resolve the server.

What to do

Look for the following:

  • Switch on the console computer, if it was switched off.
  • Check the network cabling between the affected computers.
  • Has a firewall, e.g. the Windows firewall, been installed on the console computer? Open ports 8192 and 8194, if necessary.
  • Restart the Sophos Message Router service, if it has been stopped. Analyze why it might have stopped.
  • Check the 'possible cause' and 'action to repair' information in the Network Communications Report.

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

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