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An update manager has not updated since 30th May

Gardinia

When looking at the Sophos Enterpise Console it states "an update manager has not updated since 30th May 2014", it also shows the majority of the computers are "out of date" when it comes to protection.

The endpoint computers themselves appear to be able to contact the server and get updates, however the server its self doesn’’’’t look to be updating at all.

I have looked in the Windows event viewer on the server, which is flooded with errors stating: The Sophos Agent service terminated unexpectedly.  It has done this 3849 time(s).  The following corrective action will be taken in 60000 milliseconds: Restart the service.

This is appearing in the Windows Event Viewer on the server every minute, when i try and start the service manually it just fails.

I have attached some screenshots, can anyone advise?

Thank you.

:50658


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    Hello Gardinia,

    as written in the short post yesterday, I had one endpoint where the Agent failed to start in a similar manner. As there was no immediately obvious cause I decided to reprotect it only to find the service wasn't there at all; retried, noticed that the whole RMS component was missing; next time AutoUpdate had problems. Eventually, on the fourth attempt, everything was as it should be. 

    Must admit that I mistook the words of the message you've quoted (an update manager) for the description of the problem :smileyvery-happy:, sorry.

    In the Endpoints view go to tab Computer Details and check the Last message time. Is there any value later than May 30th? Also it looks like your management server (which seems to be called Server) isn't connected (to itself). This suggests an issue with the Message Router. Is the service (Sophos Message Router) running? Whether or not, have a look at the most recent log (in \ProgramData\Sophos\Remote Management System\3\Router\Logs). [Edit] Just saw ruckus' correction (thanks, ruckus) - the failing agent is probably the culprit. The Routers is only suspicious if there's no recent Last message time. [/Edit]

    To verify that SUM is working and the clients indeed up-to-date check the Sophos version and number of IDEs with the local Sophos GUI (View product information on the left, then expand Anti-virus and HIPS+Software - right now it's 422 IDEs for 10.3.7, Detection Data 5.01).

    Christian

    :50678
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    Hello Gardinia,

    as written in the short post yesterday, I had one endpoint where the Agent failed to start in a similar manner. As there was no immediately obvious cause I decided to reprotect it only to find the service wasn't there at all; retried, noticed that the whole RMS component was missing; next time AutoUpdate had problems. Eventually, on the fourth attempt, everything was as it should be. 

    Must admit that I mistook the words of the message you've quoted (an update manager) for the description of the problem :smileyvery-happy:, sorry.

    In the Endpoints view go to tab Computer Details and check the Last message time. Is there any value later than May 30th? Also it looks like your management server (which seems to be called Server) isn't connected (to itself). This suggests an issue with the Message Router. Is the service (Sophos Message Router) running? Whether or not, have a look at the most recent log (in \ProgramData\Sophos\Remote Management System\3\Router\Logs). [Edit] Just saw ruckus' correction (thanks, ruckus) - the failing agent is probably the culprit. The Routers is only suspicious if there's no recent Last message time. [/Edit]

    To verify that SUM is working and the clients indeed up-to-date check the Sophos version and number of IDEs with the local Sophos GUI (View product information on the left, then expand Anti-virus and HIPS+Software - right now it's 422 IDEs for 10.3.7, Detection Data 5.01).

    Christian

    :50678
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