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Machine.xml file is corrupt - various Sophos services are either missing or refuse to start

AndyR

A workstation is showing various Sophos services as either stopped or not started.

Looking in Windows Event viewer i see references to issues with sophos config XML files:

"Configuration file 'C:\ProgramData\Sophos\Sophos Anti-Virus\Config\machine.xml' cannot be loaded. Reason: An invalid character was found in text content."
"Configuration file 'C:\ProgramData\Sophos\Sophos Anti-Virus\Config\bootstrap.xml' cannot be loaded. Reason: Unknown error 0xC00CE508."

Checking the machine.xml file I see it filled with gobbledygook rather than the text I would normally see. The machine.xml.bak file is similar. I'm guessing this is the reason  the services are missing or fail to start.

Doing a manual update results in "Failed to install savxp: setup error" in Central events log.

Is the machine.xml file portable? Is this fixable without a manual reinstall of the client?

Regards
Andy.



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  • +1

    I would suggest:

    1. Disable TP for that computer from Central.

    2. Copy a machine.xml from another working computer to the programdata config location mentioned.

    I assume all other XML files are ok in that dir.

    3. Start the SAVService, it should start.

    4. Change a Threat Protection policy option.  Can be anything even a custom message just to force a new policy file to the endpoint.

    5. Re-enable TP.


    Regards,
    Jak

Reply
  • +1

    I would suggest:

    1. Disable TP for that computer from Central.

    2. Copy a machine.xml from another working computer to the programdata config location mentioned.

    I assume all other XML files are ok in that dir.

    3. Start the SAVService, it should start.

    4. Change a Threat Protection policy option.  Can be anything even a custom message just to force a new policy file to the endpoint.

    5. Re-enable TP.


    Regards,
    Jak

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