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Enterprise Console 5 Server migration problems

I have been attempting to migrate sophos enterprise console 5 from a 32bit server 2003 platform to a 64bit server 2008 platform.

I followed the steps in the server to server migration guide. The only issues encountered were during point 10.1

net start "sophos patch endpoint communicator"

net start "sophos management host"

net start "sophos patch endpoint orchestrator"

All 3 commands above produced an error message - 'Did not start due to a logon failure'

Furthermore when I got to point 12 (configure updating policy) and double clicked an updating policy the following message was displayed.

An unexpected error has occurred. Click the 'advanced' button for information which you can send to sophos tech support.

close the console and open it again.

Clicking advanced displayed the text below with a message to email it to sophos for assistance which I have done - no response yet. Please advise what I need to do to rectify the problem.

Sophos.Management.GeneralException: SQL error: 468 ---> System.Data.SqlClient.SqlException: Cannot resolve the collation conflict between "SQL_Latin1_General_CP1_CI_AS" and "Latin1_General_CI_AS" in the equal to operation.
   at System.Data.SqlClient.SqlConnection.OnError(SqlException exception, Boolean breakConnection)
   at System.Data.SqlClient.SqlInternalConnection.OnError(SqlException exception, Boolean breakConnection)
   at System.Data.SqlClient.TdsParser.ThrowExceptionAndWarning(TdsParserStateObject stateObj)
   at System.Data.SqlClient.TdsParser.Run(RunBehavior runBehavior, SqlCommand cmdHandler, SqlDataReader dataStream, BulkCopySimpleResultSet bulkCopyHandler, TdsParserStateObject stateObj)
   at System.Data.SqlClient.SqlDataReader.ConsumeMetaData()
   at System.Data.SqlClient.SqlDataReader.get_MetaData()
   at System.Data.SqlClient.SqlCommand.FinishExecuteReader(SqlDataReader ds, RunBehavior runBehavior, String resetOptionsString)
   at System.Data.SqlClient.SqlCommand.RunExecuteReaderTds(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, Boolean async)
   at System.Data.SqlClient.SqlCommand.RunExecuteReader(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, String method, DbAsyncResult result)
   at System.Data.SqlClient.SqlCommand.RunExecuteReader(CommandBehavior cmdBehavior, RunBehavior runBehavior, Boolean returnStream, String method)
   at System.Data.SqlClient.SqlCommand.ExecuteReader(CommandBehavior behavior, String method)
   at System.Data.SqlClient.SqlCommand.ExecuteDbDataReader(CommandBehavior behavior)
   at System.Data.Common.DbCommand.System.Data.IDbCommand.ExecuteReader(CommandBehavior behavior)
   at System.Data.Common.DbDataAdapter.FillInternal(DataSet dataset, DataTable[] datatables, Int32 startRecord, Int32 maxRecords, String srcTable, IDbCommand command, CommandBehavior behavior)
   at System.Data.Common.DbDataAdapter.Fill(DataTable[] dataTables, Int32 startRecord, Int32 maxRecords, IDbCommand command, CommandBehavior behavior)
   at System.Data.Common.DbDataAdapter.Fill(DataTable dataTable)
   at Sophos.Management.Data.GeneralCommand.ExecuteAndReturnDataTableImpl()
   --- End of inner exception stack trace ---
   at Sophos.Management.Data.SPErrorHandler.AnalyseAndConvertException(Exception e)
   at Sophos.Management.Data.GeneralCommand.ExecuteAndReturnDataTableImpl()
   at Sophos.Management.Data.Utils.ExecuteAndHandleTransientErrors(ISqlConnectionContext scc, MethodThatMayThrowTransientError methodToCall)
   at Sophos.Management.Data.GeneralCommand.ExecuteAndReturnDataTable()
   at Sophos.Management.Data.GeneralCommand.ExecuteAndReturnDataRowImpl()
   at Sophos.Management.Data.Utils.ExecuteAndHandleTransientErrors(ISqlConnectionContext scc, MethodThatMayThrowTransientError methodToCall)
   at Sophos.Management.Data.GeneralCommand.ExecuteAndReturnDataRow()
   at Sophos.Management.Data.CrudPersister.ExecuteAndReturnDataRow(GeneralCommandMetadata commandMetadata)
   at Sophos.Management.Data.Sddma.SddmServerSql.GetSubscriptionData()
   at Sophos.Management.Data.Sddma.Dali.ServerDao.GetSubscriptionData()
   at Sophos.Management.Services.Sddma.SubscriptionDataProvider.FetchSubscriptionData()
   at Sophos.Management.Services.Sddma.SubscriptionDataProvider.GetSubscriptionData()
   at Sophos.Management.Services.Sddma.SubscriptionDataProvider.GetLocationsForSubscriptionPolicy(ISubscriptionPolicy subscriptionPolicyArg)

----- [outer exception] -----
-- error: 0x80040300
-- facility: Custom (Defined by the interface)

   at 2
   at 1
   at void __cdecl `anonymous-namespace'::GetDistributionSites(const class ATL::CComPtr<struct Sophos_Management_Sddma::ISubscriptionPolicy> &,struct Sophos_Management::IUnitOfWork *,class LocationList &)
   at void __thiscall SauConfigData::GetDistributionSitesForCurrentSubscription(class LocationList &)
   at void __thiscall SauConfigPrimarySourcePage::RefreshAvailableDistributions(void)
   at int __thiscall SauConfigPrimarySourcePage::OnSetActive(void)
   at 1
   at void __thiscall PolicyDialogViewer::ShowPolicy(struct ISMT_Policy *,class ATL::CWindow,const class bl::UIPermissions &,unsigned long,const class ProductReleaseData &,const class TranslationService &)
   at __w64 long __thiscall CPolicyTreeCtrl::OnEditPolicy(unsigned int,__w64 unsigned int,__w64 long,int &)
   at int __cdecl Run(int,class bl::CommandLine,enum bl::ConsoleType::Type)
   at int __stdcall wWinMain(struct HINSTANCE__ *,struct HINSTANCE__ *,wchar_t *,int)

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Parents

0 corkdood over 13 years ago

Thank you Jak.
You were right about the collation problem and your advice sorted out the issue. I was also able to start the sophos services after I reset the local passwords for each service.
Unfortunately I now have a different issue. I've completed the migration steps and set up the updating policy which is running correctly. I attempted to redirect one of the endpoints to the new EC and right clicked it and chose protect. The sophos software reinstalled on the endpoint and I can see that the primary updating location has changed to reflect the new server. However the listing in enterprise console has not updated. There is a yellow down arrow beside the endpoint name and when I look at computer details the primary update server is the old enterprise console servername and the last message received date indicates that the information has not been updated since I shut down the old enterprise console.
I took a look at some of the log files
The router log file contains the following (cor-it-jm is the endpoint COR-SVR-PRNT is the server with Enterprise Console installed)
24.04.2012 14:31:45 0650 I Routing to Router$cor-it-jm:27006: id=0396AB41, origin=Router$COR-SVR-PRNT.EM, dest=Router$cor-it-jm:27006.Agent, type=EM-SetConfiguration
There are lots of msg files in the envelopes folder
The sophos-management-services log file contains the following extract
{Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> Begin loading update hierarchy.
2012-04-24 14:38:16,212 [7] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> End loading update hierarchy. Took 0ms.
2012-04-24 14:38:16,212 [7] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Accepting currency data as server is top-level.
2012-04-24 14:38:16,227 [7] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEEXP 10.0.3 VDL4.76G.
2012-04-24 14:38:16,243 [7] INFO {Sophos.Management.Services.Sddma.ServerFailureHandler.ClearOutstandingErrors} ==> Clearing outstanding updating errors for server COR-SVR-PRNT.
2012-04-24 14:38:16,243 [7] INFO {Sophos.Management.Services.Sddma.StatusMonitor.IsServerRebootPending} ==> Checking if a reboot required alert is pending against the update manager on COR-SVR-PRNT.
2012-04-24 14:38:16,243 [7] INFO {Sophos.Management.Services.Sddma.StatusMonitor.IsServerRebootPending} ==> There is no reboot request pending against the update manager on COR-SVR-PRNT.
2012-04-24 14:38:16,243 [7] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Migration is not enabled
2012-04-24 14:38:16,243 [7] INFO {Sophos.Management.Services.Patch.MessageReceiver.StatusChanged} ==> Received null status from Router$COR-SVR-PRNT
2012-04-24 14:38:20,502 [13] INFO {Sophos.Management.Services.Sddma.ServerDataProvider.GetData} ==> Processing request for server data.
2012-04-24 14:38:20,502 [13] INFO {Sophos.Management.Services.Sddma.ServerDataProvider.GetData} ==> Returning server data string 134 chars long.
2012-04-24 14:38:47,880 [14] INFO {Sophos.Management.Services.ClientServicesCore.Initialise} ==> First use of this service core - initializing
2012-04-24 14:45:58,036 [15] INFO {Sophos.Management.Services.ClientServicesCore.Initialise} ==> First use of this service core - initializing
2012-04-24 14:47:26,176 [15] INFO {Sophos.Management.Services.ClientServicesCore.Initialise} ==> First use of this service core - initializing
And finally an extract from the
ProgramData\Sophos\Sophos Endpoint Management\5\log\Msgn-20120424-120306.log
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Processed message 93762129.
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Received message 127316561 of type EM-RouterLogoff from Router$COR-SVR-PRNT.
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Processed message 127316561.
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Received message 160870993 of type EM-RouterLogoff from Router$COR-SVR-PRNT.
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Processed message 160870993.
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Received message 194425425 of type EM-RouterLogoff from Router$COR-SVR-PRNT.
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Processed message 194425425.
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Received message 227979857 of type EM-RouterLogoff from Router$COR-SVR-PRNT.
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Processed message 227979857.
Any ideas?
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0 corkdood over 13 years ago

Thank you Jak.
You were right about the collation problem and your advice sorted out the issue. I was also able to start the sophos services after I reset the local passwords for each service.
Unfortunately I now have a different issue. I've completed the migration steps and set up the updating policy which is running correctly. I attempted to redirect one of the endpoints to the new EC and right clicked it and chose protect. The sophos software reinstalled on the endpoint and I can see that the primary updating location has changed to reflect the new server. However the listing in enterprise console has not updated. There is a yellow down arrow beside the endpoint name and when I look at computer details the primary update server is the old enterprise console servername and the last message received date indicates that the information has not been updated since I shut down the old enterprise console.
I took a look at some of the log files
The router log file contains the following (cor-it-jm is the endpoint COR-SVR-PRNT is the server with Enterprise Console installed)
24.04.2012 14:31:45 0650 I Routing to Router$cor-it-jm:27006: id=0396AB41, origin=Router$COR-SVR-PRNT.EM, dest=Router$cor-it-jm:27006.Agent, type=EM-SetConfiguration
There are lots of msg files in the envelopes folder
The sophos-management-services log file contains the following extract
{Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> Begin loading update hierarchy.
2012-04-24 14:38:16,212 [7] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> End loading update hierarchy. Took 0ms.
2012-04-24 14:38:16,212 [7] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Accepting currency data as server is top-level.
2012-04-24 14:38:16,227 [7] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEEXP 10.0.3 VDL4.76G.
2012-04-24 14:38:16,243 [7] INFO {Sophos.Management.Services.Sddma.ServerFailureHandler.ClearOutstandingErrors} ==> Clearing outstanding updating errors for server COR-SVR-PRNT.
2012-04-24 14:38:16,243 [7] INFO {Sophos.Management.Services.Sddma.StatusMonitor.IsServerRebootPending} ==> Checking if a reboot required alert is pending against the update manager on COR-SVR-PRNT.
2012-04-24 14:38:16,243 [7] INFO {Sophos.Management.Services.Sddma.StatusMonitor.IsServerRebootPending} ==> There is no reboot request pending against the update manager on COR-SVR-PRNT.
2012-04-24 14:38:16,243 [7] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Migration is not enabled
2012-04-24 14:38:16,243 [7] INFO {Sophos.Management.Services.Patch.MessageReceiver.StatusChanged} ==> Received null status from Router$COR-SVR-PRNT
2012-04-24 14:38:20,502 [13] INFO {Sophos.Management.Services.Sddma.ServerDataProvider.GetData} ==> Processing request for server data.
2012-04-24 14:38:20,502 [13] INFO {Sophos.Management.Services.Sddma.ServerDataProvider.GetData} ==> Returning server data string 134 chars long.
2012-04-24 14:38:47,880 [14] INFO {Sophos.Management.Services.ClientServicesCore.Initialise} ==> First use of this service core - initializing
2012-04-24 14:45:58,036 [15] INFO {Sophos.Management.Services.ClientServicesCore.Initialise} ==> First use of this service core - initializing
2012-04-24 14:47:26,176 [15] INFO {Sophos.Management.Services.ClientServicesCore.Initialise} ==> First use of this service core - initializing
And finally an extract from the
ProgramData\Sophos\Sophos Endpoint Management\5\log\Msgn-20120424-120306.log
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Processed message 93762129.
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Received message 127316561 of type EM-RouterLogoff from Router$COR-SVR-PRNT.
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Processed message 127316561.
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Received message 160870993 of type EM-RouterLogoff from Router$COR-SVR-PRNT.
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Processed message 160870993.
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Received message 194425425 of type EM-RouterLogoff from Router$COR-SVR-PRNT.
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Processed message 194425425.
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Received message 227979857 of type EM-RouterLogoff from Router$COR-SVR-PRNT.
24.04.2012 15:01:53 0154 I MessagingSystemClientLib::EnvelopeReceiver::Receive: Processed message 227979857.
Any ideas?
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