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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

    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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  • 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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