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.
404 during the update is when a specific file is requested by an endpoint or server during update cycle but it cannot be found. Most often we see this issue when web caching is enabled on…
Hi Ziyaad Alawie
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 protectionOpen 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.