This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Sophos file scanner did not start

Good Day

For a few months now there has been an issue with 2 of our servers. The file scanner service has stopped working for some reason. I done some research and tried uninstalling and reinstalling the Sophos agent, it worked for a month but now its not working again. I then logged a case with support who said that a few of the sophos endpoints were unavailable during an update:

SophosUpdate

2021-01-12T11:07:42.531Z [16888:16712] [v6.6.386.0] WARN  Failed to get the automatic proxy configuration. The error code was 12180.
2021-01-12T11:07:42.531Z [16888:22168] [v6.6.386.0] INFO  Trying update location: https://dci.sophosupd.com/v3/a/9e/a9ea8c83a1bb8ace183f86d7cebd499bc40e9d91e21bcdfedc5fd3633a1e28e8.dat with proxy: <direct; no proxy>
2021-01-12T11:07:42.692Z [16888:22168] [v6.6.386.0] INFO  404 from location: https://dci.sophosupd.com with proxy: <direct; no proxy>
2021-01-12T11:07:42.694Z [16888:22168] [v6.6.386.0] INFO  Trying update location: https://dci.sophosupd.com/update/0/fe/0fee16ef4788533e56a45b872e64c64f.dat with proxy: <direct; no proxy>

During this communication with support the services started working again, however this morning this morning it stopped again but this time the case has been closed.

Any advice?



This thread was automatically locked due to age.
Parents
  • Hi

    Can you share with us the case ID that you've created? Also please apply the below steps and let us know if the issue re-occurs.

    Disable tamper protection
    Open Run and type CMD lunch cmd as an Administrator then type sc delete "Sophos File Scanner Services" enter.
    Delete file SAVSync.UPD on C:\Program Files (x86)\Sophos\Sophos Anti-Virus
    Reboot the Machine.
    Initiate update on Sophos UI. and observe the status.

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  Visit Sophos Techvids
Reply
  • Hi

    Can you share with us the case ID that you've created? Also please apply the below steps and let us know if the issue re-occurs.

    Disable tamper protection
    Open Run and type CMD lunch cmd as an Administrator then type sc delete "Sophos File Scanner Services" enter.
    Delete file SAVSync.UPD on C:\Program Files (x86)\Sophos\Sophos Anti-Virus
    Reboot the Machine.
    Initiate update on Sophos UI. and observe the status.

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  Visit Sophos Techvids
Children
No Data