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Two services not starting after update

Andrew Thompson5

Hi, after the update to 2.20.4.1 (we are entirely Windows based) I have around 10% of my machines (around 50 affected in total) where the Sophos File Scanner Service and Sophos System Protection Service are not starting and are marked as bad devices in Sophos Central. I can manually start them but this isn't a viable solution especially as there are different machine affected each day. There is no commonality in the machines affected except all are running Windows 10 Enterprise LTSC (1809).

We have a bunch of machines running Windows 10 Education 20H2 and 21H1 and have yet to see the problem on these.

Has anyone else seen this?

Thanks,

Andrew



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  • 0

    As we know Win10 1809 version was already on EOL last May 2021. I would suggest you upgrade those systems to their later version to avoid encountering issues not just for endpoint but for system patches as well. 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to GlennSen

    Hi Glenn, Windows 10 1809 (LTSC) is supported until January 9, 2029.

  • 0

    Can you link the logs showing the failure?

    For SFS:

    C:\ProgramData\Sophos\Sophos File Scanner\Logs\

    SophosFS.log is for the service.  The service spawn the Sophos File Scanner processes which log to SophosFileScanner.log.

    As for SSP Service:

    C:\ProgramData\Sophos\Endpoint Defense\Logs\SSP.log

    Any errors when they fail to start?

  • 0 in reply to Sophos User930

    Many thanks for your reply. Here are extracts from those log files when the services fail to start:

    2021-11-29T08:08:05.068Z [ 3784: 3788] E Could not start the service 'Sophos File Scanner'. The error code was 1063.
    2021-11-29T08:08:05.072Z [ 3784: 3788] E The service failed to initialize. Could not start the service.

    2021-11-29T08:08:03.555Z [ 3780: 3784] E Could not start the service Sophos System Protection Service. The error code was 1063.
    2021-11-29T08:08:09.932Z [ 3780: 3784] E The service failed to start: Could not start the service.

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