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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it states "an update manager has not updated since 30th May 2014", it also shows the majority of the computers are "out of date" when it comes to protection.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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  • 0

    As QC says, plus I can add some ideas:

    • Repair the RMS msi...
      2014-06-06_14-27-05.png

    Try a firmer repair with the command line:

    MsiExec.exe /famu "C:\ProgramData\Sophos\AutoUpdate\Cache\rms\Sophos Remote Management System.msi"

    You mentioned 'Sophos support recomended just uninstalling' - have you got a case?  Did you send it an SDU with all the logs?  That would help if you have the case reference.

    :50760
  • 0

    Hi,

    Yes my case ID is #4465086, I have sent the logs of both the server and an endpoint on the network the other day.

    I think i have solved the problem however, i removed the endpoint protection from the server after deploying again with no luck. After totally removing it i then was able to start the Sophos Agent service again, since then the Enterprise Console is stating that updates were last downloaded on 6th June at 14:56 and none of the computers on the network are listed as out of date!

    Just got a few warnings to work out on a couple of the computers, however things appear to be working again.

    Is it advisable to have endpoint protection on the server? or best not to?

    Thanks for the help / advice it has really been appreciated.

    :50764
  • 0

    Best to protect the server.

    What component(s) did you actually remove?  It would be good to know.

    :50768
  • 0

    Just the components related to the endpoint protection i believe

    Sophos Anti-virus
    Sophos AutoUpdate
    Sophos Remote Managment System

    I shall try protection the server again and see if the Enterprise Console functions as normal still.

    :50770
  • 0

    Removing RMS and now going for a re-protect is pretty much what Support suggested right?

    Anyway, do post back if the re-protect works.

    :50772
  • 0

    Sophos support suggested a variety of things totally different to anything suggested here, ultimately suggesting as we only have 10 endpoints to remove Sophos from them all, then totally remove it from the server and start over.

    Can’’’’t fault them for the amount of effort they put in trying to help however, and the long phone call.

    Ultimately like QC mentioned on here just keep removing and redeploying the endpoint protection on the server appears to be what ultimately fixed it. Very strange indeed, not totally sure how it ended up breaking or fixing its self. However all the endpoints have updated now, the Enterprise Console is happy its updated and and everything appears to be working as it was!

    I really appreciate all the help the Sophos support team and community members on the forum have given anyway, thank you all!

    :50782