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Conducted System Restore - Sophos End Point Security Stops Working

JimUW

Hi all,

I am currently using Sophos Endpoint Security and Control 10.3 version 10.0.4 on Windows 8.1. I was having some severe issues with my web browsers and had to do a full system restore to 2 weeks prior. On reboot my Sophos Security cannot update and I recieve an error "Cannot Contact Server". And also all of my protections are disabled. Everything is grayed out.

Malwarebytes is functioning perfectly and can update. Sophos seems to be the only software suffering from the system restore.

Any help would be greatly appreciated!

Jim

:55675


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  • 0

    Hello Jim,

    Sophos Endpoint Security and Control 10.3 version 10.0.4 on Windows 8.1

    Eh? 10.3 version 10.0.4? 10.0 does not support Windows 8.

    Anyway, there seems to be more than one issue. As for "Cannot Contact Server" - the ALUpdate log (in %ProgramData%\Sophos\AutoUpdate\Logs) should contain a more specific message. Everything is grayed out could be caused by the Anti-Virus service (savservice.exe) not running. I'd first try to determine the cause of the updating failure. Once AutoUpdate can access the server and download the subsequent installation/update might or might not resolve the other issue.

    Christian       

    :55741
  • 0

    Hey there QC,

    Thanks for your reply.

    First off, I went and took a look at the logs and I think I may have identified the issue. Under the log it says that my product subscription is disabled. Everything else looks alright. However, I did find under my services that the Sophos Anti Virus service is "Stopped" probably due to the subscription check. It returns an error code of -2147467259. 

    I got this Sophos suite from my school for free. They have an IT website on which we download the software directly from there. I assumed the license was through the school. Everything was working fine till I had some web browser issues and had to reset my windows back a few weeks. 

    Any ideas?

    Thanks,

    Jim

    :55753
  • 0

    Hello Jim,

    my product subscription is disabled

    could you post the corresponding part from the log, ideally with a few lines before and after? Where does it attempt to update from - your school's server or Sophos?

    from my school

    Likely the package is pre-configured or the installation is managed - only you school's IT knows the details and anyway the product is (or should be) supported by them.  

    -2147467259 is, in another representation, 0x80004005 and means Access denied. This could be cause by a broken installation or some inconsistency introduced with the restore. You could try to re-install but I'd contact IT first.

    Christian

    :55761