After entering your username and password in the source tab of a Sophos Update Manager in Enterprise Console you receive a timeout error. The actual error message shown is
Timeout while attempting to connect to the specified address. There may be a problem with the network. Would you like to use these source details anyway. Yes/No
First seen in
Sophos Update Manager
There are a number of causes of this issue. This article troubleshoots the issue by checking each of the known causes in order of prevalence. When you have fixed the issue, you can end the troubleshooting.
What To Do Step 1. Confirm your Sophos Management server can access the Sophos databank
The Sophos Update Manager (SUM) server uses port 80 (http) and requires access to the following eight addresses:
Open a web browser and enter the following three addresses into the address box. If a successful connection is made you will see the message "it works - authed" or "it works".
If the connection fails the most like cause is a firewall (including Windows 2008 server's software firewall) or a proxy blocking the connection or EnterpriseConsole.exe
To resolve the connection issue, allow connections on the above addresses (or for simplicity:
*.sophosupd.net) on port 80 for your Sophos Management server (and any other Sophos Update Manager servers) and add EnterpriseConsole.exe.
Please refer to your firewall or proxy documentation for steps on how to do this.
If you are able to connect to these addresses, continue with step 2.
Step 2. Check your credentials
Please confirm that the credentials entered into the Sophos Update Manger's configuration are correct. To access the credentials in the console:
- Select View | Update Managers (if the option is grayed out you are already in the Update Managers view).
- In the Update Managers pane (beneath the dashboard) you will see the name of your Sophos Update Manager server (typically the hostname of the computer).
- Double-click on the hostname to load the Update Manager Configuration dialog window. On the Sources tab highlight the source named Sophos. Click the Edit button.
- Check that the source address is correct and can be reached: if the the address is "Sophos" see step 1. If the address is another server confirm this computer can be accessed.
- Check your username is correct according to your licence schedule.
- Re-enter your password to ensure it is correct according to your licence schedule.
If the the credentials being used by SUM are correct, continue with step 3.
Step 3. Check the status of the Sophos services
- Select Start | Run | type: services.msc
- Scroll down to the Sophos services (by default the list is in alphabetical order)
- Stop the following services in this order:
- Sophos Message Router
- Sophos Agent
- Sophos Update Manager
- Sophos Management service (if present)
- Ensure that any processes named 'SophosUpdateMgr.exe' are no longer running.
- Start the above services in the same order
If restarting the services fails to resolve the issue, continue with step 4.
Step 4. Restart server
Restart the server that is running Sophos Update Manager SUM.
If this does not resolve the issue, continue with step 5.
Step 5. Run the Sophos Diagnostic Utility
There may be another reason for the failure to connect that we have never encountered before. We need you to run our diagnostic utility in order to help us diagnose and resolve the issue for you. Please follow the instructions below.
On the computer running the affected Sophos Update Manager, download the latest version of the Sophos Diagnostic Utility (SDU) as described in Sophos Diagnostic Utility (SDU): how to download and install.
Raise a new case with Sophos technical support. You can use our web form to send an email-based request (please upload the SDU output to the request when creating your case) or find your local office to initiate a phone-based request.