This knowledge base article is to be used with the Sophos Endpoint Self Help (ESH) tool found in Sophos Central Windows Endpoints only.
This KBA is linked from the ESH tool and provides troubleshooting steps when the utility reports a bad health state against services.
To perform the troubleshooting steps indicated here:
The following sections are covered:
Applies to the following Sophos product(s) and version(s) Endpoint Self Help ToolCentral Windows Core Agent 2.0.0Central Endpoint Advanced 11.5.10
When a component associated with a missing Service is not installed the following banner will appear referencing the component. When present, review and perform the troubleshooting steps in Sophos Endpoint Self Help - Installed components.
Note: The Sophos Managed Threat Response service will display an information icon only if stopped. This is expected as it does not affect the health of an endpoint. The above steps should still be performed for this service.
The driver will report as Stopped under the following conditions, so no actions are required:
Reboot the computer in order to reload the driver.
If the driver still reports Stopped, open a support ticket and provide a Sophos Diagnostic Log by selecting Launch SDU from ESH.
Sign up to the Sophos Support SMS Notification Service to get the latest product release information and critical issues.
Every comment submitted here is read (by a human) but we do not reply to specific technical questions. For technical support post a question to the community. Or click here for new feature/product improvements. Alternatively for paid/licensed products open a support ticket.