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Sophos Network Extension Stopped

Angela Jackson

Hello,

Sophos Central has stopped working for both MacOS Big Sur version 11.6.4 and Windows 10 with an error that states "One or more Sophos services are missing or not running" event and "Sophos Network Extension Stopped" in the Sophos central portal UI. This only recently occurred last Thursday on March 09, 2022 as prior to that Sophos was fully operational without issues. 

I found a similar situation from this case: ( https://community.sophos.com/intercept-x-endpoint/f/discussions/126458/one-or-more-sophos-services-are-missing-or-not-running-after-big-sur-macos-update ), but no luck in resolving this issue. I have tried navigating to  "System Preferences... > Security & Privacy" and under the "General" tab but there is no message that states "you will find a message that some applications need attention" that would allow someone to fix the issue.

 



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    Hi Angela,

    Thanks for reaching out to us.

    On the macOS device, could you open the "Sophos Endpoint Self Help" tool on to check the "Prerequisites" tab? Let me know what this page displays for you.

    On the Windows device, you can find the updating logs in "C:\ProgramData\Sophos\AutoUpdate\Logs". As an initial step, I'd recommend rebooting the Windows device or seeing if the registry key "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Sophos\AutoUpdate\UpdateStatus\VolatileFlags" indicates that reboots are required. 

    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
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  • 0

    Hi Angela,

    Thanks for reaching out to us.

    On the macOS device, could you open the "Sophos Endpoint Self Help" tool on to check the "Prerequisites" tab? Let me know what this page displays for you.

    On the Windows device, you can find the updating logs in "C:\ProgramData\Sophos\AutoUpdate\Logs". As an initial step, I'd recommend rebooting the Windows device or seeing if the registry key "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Sophos\AutoUpdate\UpdateStatus\VolatileFlags" indicates that reboots are required. 

    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
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