Overview

While checking for Kerio Control updates, the firewall update cannot be fetched. Debug logs with update checker option show the following output:

  {update_checker} Update Checker: check failed: Check failed (Failed to connect to prod-update.kerio.com port 443: Connection refused)

  {update_checker} status 1 -> 2. SubStatus: 4

This article provides information on how to resolve such an issue.

Information

Kerio Control is using prod-update.kerio.com server to deliver software updates on HTTPS port 443. Connection refused error can be generated in 3 scenarios:

1. Port issues on Kerio destination server: port is closed or backlog of pending concurrent connections is full
2. Kerio update server being inaccessible/down
3. Firewall rules blocking the communication between the local installation and Kerio server

To troubleshoot the firewall issues, use Kerio Control IP tools (ping) and Test rules UI in Traffic rules.

Important: it's recommended to reboot your Kerio Control to resolve local firewall caching problems.

For the Kerio update server issues, the Kerio infrastructure team is informed automatically whenever the problem occurs. Please contact the Kerio Control Support team if you experience global update issues across all installations.