Thread Info
  • State Not Answered
  • +1 person also asked this people also asked this
  • Locked Locked
  • Replies 3 replies
  • Subscribers 15 subscribers
  • Views 2685 views
  • Users 0 members are here
Options
Suggested
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

Let's help each other out if possible (official support is less than stellar)...

K_M

I figure many of us have had some *wonderful* support experiences and have been forced to device our own solutions to problems.  I thought it might be a good idea to start a thread to share possible fixes we have each found and hopefully solve some problems together.  Here are some of the things I have found:

For Missing Web Intelligence service - run this command:
C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe /registerService
Start the new service
 
For Sophos System Protection service stuck in stopping state:
Delete the following registry key:
HKLM\Software\Wow6432Node\Sophos\AutoUpdate\Products\{F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}
Restart the service 'Sophos Autoupdate'
 
For Sophos Network Threat Protection service crashing:
Change the service login from Local Service to Network Service (no password)
 
For Sophos Web Control service missing:
Check if the service is not registered (this key will not exist):
HKLM\System\CurrentControlSet\Service\Sophos Web Control Service
If needed, re-register the service:
C:\Program Files\Sophos\Sophos Anti-Virus\Web Control\swc_service.exe /service
Start the new service


This thread was automatically locked due to age.
  • 0

    HI KeithMurphy, 

    Thank you for your time for our users to troubleshoot their issue . Much appreciated.

    Regards,

    Aditya Patel
    Global Escalation Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • 0

    On Windows 8/8.1 and 10 computers, if you are running the Cloud Web Gateway (CWG) you may need to disable 'Secure Boot' in the BIOS.  This affected a few Dell tablets we have.

  • 0
    For Endpoint not checking in to Central Console (this is essentially the 'Golden Image' process, but works for this issue too):
    Disable Tamper Protection Globally
    Stop the Sophos MCS Client service
    Go to: C:\Programdata\Sophos\Management Communications System\Endpoint\Persist\
    Delete the files:
    Credentials
    EndpointIdentity.txt
    All files with '.xml' extensions
    Go to: C:\ProgramData\Sophos\AutoUpdate\data\
    Delete the file ‘machine_ID.txt’
    Go to: C:\Programdata\Sophos\Management Communications System\Endpoint\Config\
    Create text file 'registration.txt'.
    The file must contain the following:
    [McsClient]
    Token=YOUR_TOKEN_CODE
    The TOKEN CODE should be located in this file:
    c:\windows\temp\Sophos MCS Install Log.txt
    Search for:
    Property(S): TOKEN =

    If you don't see it in that file, try another endpoint (I had to try 3 before I found one with the TOKEN CODE).
    Start the Sophos MCS Client service
    Re-enable Tamper Protection Globally
Unfiltered HTML