Windows issues following Core Agent 2.7.6 and Intercept X 2.0.17 update. See KBA 135504 for more information.
Note: This knowledge base article is to be used with the Sophos Endpoint Self Help tool found in Sophos Central Windows Endpoints only.
This article is linked from the Sophos Endpoint Self Help (ESH) tool and provides information and troubleshooting steps for the Server page.
To perform the troubleshooting steps:
The listed sections provide guidance on areas to check. We suggest you go through each section in order to troubleshoot Server issues.
The following sections are covered:
Applies to the following Sophos product(s) and version(s) Endpoint Self Help Tool
Due to the enhanced security in UAC (User Account Control), accounts other than the system administrator cannot perform certain actions and access certain files/folders. This can cause the the Server Health to report Error in the Self Help tool. To display the correct status the tool must be run as the system administrator.
To open the tool with the required rights:
Another option is through the File Explorer.
C:\Program Files\Sophos\Endpoint Self Help
If the Sophos Update Cache reports an Error Status but a Last Successful Update timestamp:
The Sophos Update Cache will report this status if it has failed to update for 12 consecutive attempts (1 hour):
Once the previous steps have been performed, click Refresh in ESH to check if the issues have been resolved. If the issues remain, open a support ticket and provide:
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.