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Sophos Device Control Service Stopped

Sophos services stopping randomly is nothing new but its still worries me when it happens on a service.

Not sure what Sophos Device Control Service does or what its dependencies are but trying to start it doesn't work are rebooting the server doesn't' fix it either.

Anyone else seen this recently?

Server Core Agent 2.2.1

Server Anti-Virus 10.8.4.227

Server InterceptX 2.0.8

Thanks

Simeon

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0 QC over 5 years ago

Hello Simeon,

Sophos services stopping randomly is nothing new
perhaps nothing new to you but definitely not normal, this isn't some flaky rough-and-ready software.

There should be associated entries in the Windows Event logs when a service stops/crashes or fails to start. Debug logging might provide more information. But perhaps you should open a case with Support.

Christian
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0 jak over 5 years ago

I would suggest:

1. Check that both the savserivce and savonaccess driver are both have the State as Running. To check:

sc.exe query savservice

sc.exe query savonaccess

2. Turn on additional logging:
https://community.sophos.com/kb/en-us/113594

Run Process Monitor and capture a trace of the service being started. The additional logging and PML log should help if you wish to link them here or send them to Support.

Regards,
Jak
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0 Rafael Sardinha over 5 years ago in reply to jak

Hello,

I've the same problem in a Windows Server 2016 (a DC).

Reported the issue to Sophos support and the answer was "Remove all the Sophos components and re-install".

I don't like this "solution", anyone else has other ideas?

Thanks.

Regards,

Rafael
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0 Simeon Lewis over 5 years ago

Thanks for the responses. The service eventually started on its own accord after about 4 hours. Lookingat the logs it appears that it stopped during a Sophos update. Not sure why it took so long to restart.
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0 Rafael Sardinha over 5 years ago in reply to Simeon Lewis

Hello,

After restart the Server twice, the service finally started.
The problem is solved.

Regards,

Rafael
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0 Simeon Lewis over 5 years ago in reply to Rafael Sardinha

It's certainly working again but the problem's not necessarily "solved". Maybe Sophos just over reports. Its understandable that and update may require a service to restart but to flag it as failed service and then require two restarts to fix it, and a 4 hours wait, doesn't feel right to me.
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0 Ndangi Nashiku over 4 years ago

Hi all,

I am fairly new to Sophos, I have had a few user machines whereby the real-time protection gets disabled. Upon investigation I found that the Sophos Device Control Service isn't running. A restart of the machine in questions fixes this, but I wanted to find out if there's any manner in which I can set the service to automatically start? It is currently set to manual and options to change it are greyedout.
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