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Cloud Status - 'Some Sophos services not running' or 'missing'

K_M

We have a large number of devices that are reporting a bad status in the Cloud console.  The error given is 'Some Sophos services not running' or 'Some Sophos services missing'.  When I open services.msc on the clients, I can see in some cases all the services are running and in others the 'Sophos System Protection Service' is in a [Stopping] state.  Sophos support has been almost completely useless as they continue to point me to the same article again and again:  www.sophos.com/.../122899.aspx.  This article references a specific case where the 'Sophos Anti-Virus' service won't start.  That said, I did try their solution of manually running vcredist_x86.exe' and it had no impact on the problem.

Has anyone else had this problem and have any advise or ideas to try?



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  • 0 in reply to K_M

    That appears to be a successful install of SSP, are you suggesting that despite this, there is no entry in Programs and Features for SSP and the service is not present?

  • 0 in reply to jak

    Hi Jak,


    It is me having the ssp install fail error.

    The installation log return error 1603, even it is run with the administrator account.

    It may complain about the system account. I need to find out folders and registry the installer want to access. Or it could the Sophos Anti-Virus protection prevent the access.

    Anyway, the SSP service is not installed in the computers with the errors.

    Cheers

    Don

  • 0 in reply to jak

    Hi Jak,


    I have found the cause of the problem of SSP installation failure.

    However, I won't disclose it here because I am not appreciated for my finding.

    The support team gave no thanks, no admission that Sophos Cloud installer does not work in this condition and a statement stating Sophos only support a standard Windows system installation.


    Don

  • 0 in reply to Donaldinio

    Hi Don,

    I am not sure if our problem is related.  The SSP service is constantly in a 'stopping' state in services.msc.  I definitely agree that most of their support staff leaves much to be desired (we have had them contradict each other many times).  Would you be willing to share your insights with me?  I can be reached at kmurphy@jxe.com.

    Thanks,

    Keith

  • 0

    Well, the problem continues into week 4 (support is still completely clueless and doesn't even know how their own software works!).  I have even tried a full uninstall and reinstall, but the problem is persisting.  What is worse is that the issue has now affected 2 more computers in our network and I consider even 1 computer with a broken AV program 1 too many.  Maybe we need to look at alternative products...

  • 0 in reply to Donaldinio

    Hey Don! I can understand your frustration. However, other users could really use your solution to this issue.

  • 0

    I'm having a similar issue on our test environment.  Everything SEEMS to run, but that error persists. 

    I've posted the fact that it's a four month old issue with no resolution to SpiceWorks, hopefully someone there stumbled on an answer.

  • 0 in reply to ScottRenton

    Hi Scott,

    Feel free to send me an email at kmurphy@jxe.com and I can share the solutions I have found (so far).

    Keith

  • 0

    Hi Keith,  I was just looking for topics on Web Control policies and noticed your post.  Does this problem occur in a freshly installed Windows OS computer?  A old group policy in the registry could be the culprit because it was my culprit!

    Don't know if this will help but I had a similar problem with Some Sophos services missing...(Sophos Network Threat Protection failed to install) and it had something to do with a Eventlog Policy that also prevented the windows event log service to run...

    I had to do was go into the registry to HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows and delete the Eventlog Key and all of its subkeys.

    Then went to services and was finally able to start the windows event log service and that resolved my "Some Sophos services missing"  The Sophos Network Threat Protection Service finally installed all on its on with the next scheduled update.

    The windows event log not running does indeed effect parts of Sophos.

  • 0

    Is this still a thing? We are now on 11.5.2 and seeing the exact same issues present in previous versions. This is the only thread / kb that I can find anywhere and support simply asks us to re-install the application.

     

    Adam

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