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Sophos Issue with database

Taran S

Hi, 

 

I am trying to get some help from Sophos community, as we are not able to connect to database and when we start Sophos Enterprise Console,  it will not open. We tried to reach through chat from technical staff, but I think few people there, the same people connect and they are to able to help on the issue, only thing they  will do is provide link to some kb files, then open the case and worst thing is that technical staff switching the case from one person to other and no response, I haven't seen any worst technical support of product. We tried to call the phone is always engage, even tried sales. 

 

Can anybody help or suggest a solution or email address where we ca get help more than 10 days. 

 



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  • 0

    Hello Taran S,

    first of all, this is not a Central question but related to Enterprise Console that has its own forum.

    How do you know that staff is switching the case when you get no response?

    The articles likely describe some potential errors, their cause, troubleshooting and/or remediation steps. In order to suggest a solution we'd need some details, not able to connect to database is rather general. So for example:  The Console won't open if the Management Service isn't started - is this the case? Did it work before, when did it stop working, what has changed? There should be an entry in the Windows Event log with the error details.

    Christian

  • 0 in reply to QC

    Hi, 

     

    After the case was opened, its switched between technical staff, as I got the email from those staff. 

    Sophos Support has transitioned to a new case management system! As you have an active case during the transition, your existing case < 10034224 > has been closed and a NEW case has been created. Your new case number is: < #03020986 > I will continue to communicate with you through email on this case, until it is resolved to your satisfaction. You may respond to this email to ask any questions or provide additional details on the case. You will also receive a separate email with a link to your new case, which will direct you to our new Support Portal. From the Support Portal, you'll be able to create and manage your support cases, chat real-time with a support engineer and search our knowledgebase. Register for the new Support Portal by going to https://support.sophos.com/support  Registration is quick and easy. Just click on the green "Click Here to Register" button. Use your existing SophosID (or create a new one). Find the latest information or get help on our Support Portal Community page. Please don't hesitate to ask if you have any questions.

    Migration case from 10034224 - Unable to launch enterprise console

    Situation: ============== Unable to open Enterprise console. Assessment: ================ take a quick ra on cx server. check the issue, Tried manually starting "Sophos management service" however not able to start Check event viewer. followed steps on this KB https://community.sophos.com/kb/en-us/113946 https://community.sophos.com/kb/en-us/65420 https://community.sophos.com/kb/en-us/113030 However after running backup.bat we are getting issue with SQL where we are not able to reach the SQL instance. Installed SQL Express on the server to check the DB account permission. Ask cx that this will involved reboot and cx advice that we can install the application but will continue the troubleshooting tomorrow as they cannot reboot the server today. =========== Plan: Is the issue resolved? Not solve Need continues troubleshooting If issue persist, need to escalate case further.

     

    More details above for the case. So now can I get some solution, so we can try to fix the issue. 

    I am not aware you are working for Sophos or independent user, but my case was opened on 5/Aug we provided the log also.  I haven't mentioned anything about Sophos here, as we are using sophos for multiple client, we are also facing this type of issue first time and we are trying the solutions available online also but no luck . 

     

  • 0 in reply to Taran S

    Hello Taran S,

    I'm only a user, I have no access to Case Management.

    The mention of article 113946 suggests that some version of SEC has been uninstalled and a newer one installed, and that it did not start. followed steps is ambiguous though as the What to do in 113946 describes an either-or.

    Christian

  • +1 in reply to QC

    Hi, 

     

    Thanks we were able to fix the issue with online help and we are still waiting for the response from Sophos support, May be one day we will receive a response. 

     

    any way thanks.

     

    Taran 

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