Enterprise Console 3.1 Will not start

Hello David,

looks like a version higher than 1.3.2 of EM Library's GUI is called. I checked EMTrace.dll and the entry point is only the versions for 4.0 upwards. So your EMTrace.dll looks correct but another component might be "uplevel". Check the version (Properties, Tab Version, Item Product Version) of siteman.dll - it should be 1.3.2 (Build 23).

Unfortunately I have no idea how to resolve the mess (ok, almost no idea). How did you "revert" - uninstalled SEC4.0? Could it be that it did not completely uninstall EM Library?

Christian

Thanks for your reply.

Managed to get the console to run after stripping out all traces of Sophos. Packages are downloaded and EM library appears to update successfully.

However, the console dashboard totals ie ‘‘‘‘managed and unmanaged computers’’’’ are all at zero. Also the last update from Sophos is ‘‘‘‘unavailable’’’’. It seems the EM Library and console aren’’’’t communicating.

Any suggestions?

Regards

David

Hello David,

the console should at least contain itself - you don't see any computer at all? Check if all the Sophos services are running, in particular Sophos Agent, EMLibUpdate Agent and Sophos Message Router.

Christian

Hi,

All services are running.

When I click 'All' in the computers section I can see all the computers. When I add them to a group and do the protect computers bit nothing happens. All totals remain zero. I can see the installation server and it appears to have taken the install but is not included in totals.

Hmmm.

Regards

David

So it's "only" the dashboard not working but you cam move the computers around and they report correctly? Or does it look like nothing gets "into" the database from "outside"?

Christian

Hi,

Nothing is working with the console. Cannot deploy to machines.

David

Guess you don't want to call support again.

Deployment fails without any error message? No hourglass or any other indication on the computer icon?

Your clients (how many) are fine so far and updating from the share(s) managed by EM Library? Favoured question of mine: What does their Network Communications Report say?

Again the question (re-phrased): When reverting to SEC3.1 what steps did you take? Did you use the existing SOPHOS3 database or  did you reinstall and restore it from a backup? Just asking 'cause during beta-tests I did successfully revert to previous versions (although not in a production environment). I did have valid backups of EM Library and the SOPHOS database.

Christian   

I added a whole bunch to a group but most just have the orange arrow on the computer icon, others have the hourglass. I currently have no clients updating successfully.

Not sure about the database part. How can I check I'm using sophos3?

Thanks Christian,

David

What SEC tells you and what actually happens on the clients can be two different things - as SEC can only display what is reported by the clients. So if they update correctly (check by visiting one of them and viewing the updating log) but can't contact the management server the status is of course stale. Wonder why the icons don't time out but it looks like SEC also can't talk to your clients. As I said - check the Network Connections Report.

The most important thing - IMO - is the healthy up-to-date client. If EM Library is downloading and deploying - fine. Do the clients download the updates? Yes - fine, then you can concentrate on SEC. No - bad, but what's the reason? Once you have them updating you have at least some time to resolve the issues with SEC. Recently I'd "lost" one of my management servers but fortunately (you could call it foresight) the affected clients had a secondary (working) update location defined. So no need to panic.  

If it's not a SOPHOS3 database SEC refuses to start up (and connect). The registry value HKLM\SOFTWARE\Sophos\EE\Management System\\DatabaseConnectionMS shows the instance (Source=) and database (Initial Catalog=) used.

Christian

Note:

If the clients are updating correctly I'd try the following: Save the contents of the EMLibInstaller share (just in case) and backup the Certification Manager registry keys and the database. Uninstall all Sophos components, drop the database. Reboot. If necessary restore the registry keys.  Install SEC3.1. Restore the EM Library settings. Question is whether to restore the database - as it's contents might have caused (some of) the problems.