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

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

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0 K_M over 7 years ago

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

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