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Enterprise console will not load

Phurst

One of our Enterprise console stations will no longer load Management Console.  Yesterday morning I was able to get it to load but when I tried any function within, even a sort, it would crash out and give error, "Management server connnection failed"  This server is where the databases are stored, there is not another server it needs to talk to.

Further investigation showed:

Sophos Management Service was setup to LocalSystem login and was stopped.  I can start without errors, but now when I try to load console it crashes with same error and the service is stopped.  System events shows connect is available and service is stopped.

I discovered that there is a predictive failure on one of the drives on this server and we plan to resolve this issue with new drive today or tomorrow.

Server configuration:

Windows server 2003 SP2 with latest updates

Enterprise Console version 3.0

Sophos EM Library version 1.3.2 (build23)

:5300


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    Hi,

    Am I correct in saying that if you start the management service with the Enterprise Console closed, the service starts and runs fine (process mgntsvc.exe stays in taskmanager with the same PID) until you start Enterprise Console and try and perform an operation?

    If so I would be interested to see the logs generated by doing the following:

    1. Create the registry "key":

    [HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Trace]   if 32-bit or

    [HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Sophos\Trace] if 64-bit

    There are no values in the key, just the key Trace under the Sophos key.

    2. Start up DebugView (http://technet.microsoft.com/en-us/sysinternals/bb896647.aspx)

    From the capture Menu, check "Capture Win32" and "Capture Global Win32"

    This will log errors to to the tool as they are written to OutputDebugString.

    3. Once logging, if you start SEC and generate the error, then stop the trace in DebugView, what errors are thrown, can you paste them here?

    Thanks,

    Jak

    :5304
Reply
  • 0

    Hi,

    Am I correct in saying that if you start the management service with the Enterprise Console closed, the service starts and runs fine (process mgntsvc.exe stays in taskmanager with the same PID) until you start Enterprise Console and try and perform an operation?

    If so I would be interested to see the logs generated by doing the following:

    1. Create the registry "key":

    [HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Trace]   if 32-bit or

    [HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Sophos\Trace] if 64-bit

    There are no values in the key, just the key Trace under the Sophos key.

    2. Start up DebugView (http://technet.microsoft.com/en-us/sysinternals/bb896647.aspx)

    From the capture Menu, check "Capture Win32" and "Capture Global Win32"

    This will log errors to to the tool as they are written to OutputDebugString.

    3. Once logging, if you start SEC and generate the error, then stop the trace in DebugView, what errors are thrown, can you paste them here?

    Thanks,

    Jak

    :5304
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