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Sophos Endpoint - Service Sophos Autoupdate stopped

Julian Cast

Hello,

 

we often have the problem with the service Sophos Autoupdate stopped. Sophos Enpoint is in error state until we re start the service manually (or restart the computer).

 

 

Can you help me to find a definitive solution? Thanks !



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  • 0

    Have you checked if there is a group policy script that stops the service? I've seen before a broken deployment script that runs on each startup that disabled/stopped the service for some reason.

     

    Can we also see the AutoUpdate Service log file
    %ProgramData%\Sophos\AutoUpdate\Logs\susvc.log

    Regards,
    Jak

  • 0 in reply to jak

    jak said:

    Have you checked if there is a group policy script that stops the service? I've seen before a broken deployment script that runs on each startup that disabled/stopped the service for some reason.

     

    Can we also see the AutoUpdate Service log file
    %ProgramData%\Sophos\AutoUpdate\Logs\susvc.log

    Regards,
    Jak

     

    Hi Jack!

     

    Here the log susvc.log

     

    2020-01-27T13:20:45.025Z [14140: 6884] [v6.1.356.0] INFO =========================
    2020-01-27T13:20:45.025Z [14140: 6884] [v6.1.356.0] INFO Sophos Update Service is starting.
    2020-01-27T13:20:45.025Z [14140: 6884] [v6.1.356.0] INFO AutoUpdate version : 6.1.356.0
    2020-01-27T13:20:45.025Z [14140: 6884] [v6.1.356.0] INFO susvc version : 6.1.356.0
    2020-01-27T13:20:45.025Z [14140: 6884] [v6.1.356.0] INFO Build : 20190830114005-95a0922451e171e9dc54e46773bc3633f4b6b20b
    2020-01-27T13:20:45.025Z [14140: 6884] [v6.1.356.0] INFO =========================
    2020-01-27T13:20:45.025Z [14140: 6884] [v6.1.356.0] INFO Set process security...
    2020-01-27T13:20:45.025Z [14140: 6884] [v6.1.356.0] INFO Initialising module...
    2020-01-27T13:25:44.663Z [14140: 4784] [v6.1.356.0] INFO Startup delay expired; ready for first update
    2020-01-27T13:25:44.804Z [14140: 8960] [v6.1.356.0] INFO Started update [6588]: "C:\ProgramData\Sophos\AutoUpdate\Cache\sophos_autoupdate1.dir\SophosUpdate.exe" -ScheduledUpdate -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate\"
    2020-01-27T13:26:36.911Z [14140: 8960] [v6.1.356.0] INFO Finished update [6588]: exit 0
    2020-01-27T13:59:05.551Z [14140: 4784] [v6.1.356.0] INFO Scheduler thread is exiting
    2020-01-27T13:59:36.197Z [ 5340: 5344] [v6.1.356.0] INFO =========================
    2020-01-27T13:59:36.197Z [ 5340: 5344] [v6.1.356.0] INFO Sophos Update Service is starting.
    2020-01-27T13:59:36.197Z [ 5340: 5344] [v6.1.356.0] INFO AutoUpdate version : 6.1.356.0
    2020-01-27T13:59:36.197Z [ 5340: 5344] [v6.1.356.0] INFO susvc version : 6.1.356.0
    2020-01-27T13:59:36.198Z [ 5340: 5344] [v6.1.356.0] INFO Build : 20190830114005-95a0922451e171e9dc54e46773bc3633f4b6b20b
    2020-01-27T13:59:36.198Z [ 5340: 5344] [v6.1.356.0] INFO =========================
    2020-01-27T13:59:36.198Z [ 5340: 5344] [v6.1.356.0] INFO Set process security...
    2020-01-27T13:59:36.198Z [ 5340: 5344] [v6.1.356.0] INFO Initialising module...
    2020-01-27T13:59:54.930Z [ 5340: 6968] [v6.1.356.0] INFO Shutting down before expiry of startup delay
    2020-01-27T13:59:54.930Z [ 5340: 6968] [v6.1.356.0] INFO Scheduler thread is exiting
    2020-01-27T14:08:42.350Z [10020: 4748] [v6.1.356.0] INFO =========================
    2020-01-27T14:08:42.350Z [10020: 4748] [v6.1.356.0] INFO Sophos Update Service is starting.
    2020-01-27T14:08:42.350Z [10020: 4748] [v6.1.356.0] INFO AutoUpdate version : 6.1.356.0
    2020-01-27T14:08:42.350Z [10020: 4748] [v6.1.356.0] INFO susvc version : 6.1.356.0
    2020-01-27T14:08:42.350Z [10020: 4748] [v6.1.356.0] INFO Build : 20190830114005-95a0922451e171e9dc54e46773bc3633f4b6b20b
    2020-01-27T14:08:42.350Z [10020: 4748] [v6.1.356.0] INFO =========================
    2020-01-27T14:08:42.350Z [10020: 4748] [v6.1.356.0] INFO Set process security...
    2020-01-27T14:08:42.350Z [10020: 4748] [v6.1.356.0] INFO Initialising module...
    2020-01-27T14:13:42.467Z [10020:11572] [v6.1.356.0] INFO Startup delay expired; ready for first update
    2020-01-27T14:13:42.597Z [10020:11836] [v6.1.356.0] INFO Started update [1748]: "C:\ProgramData\Sophos\AutoUpdate\Cache\sophos_autoupdate1.dir\SophosUpdate.exe" -ScheduledUpdate -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate\"
    2020-01-27T14:14:24.528Z [10020:11836] [v6.1.356.0] INFO Finished update [1748]: exit 0
    2020-01-27T14:17:49.524Z [10020:11572] [v6.1.356.0] INFO Scheduler thread is exiting
    2020-01-27T15:13:07.234Z [ 5392: 5396] [v6.1.356.0] INFO =========================
    2020-01-27T15:13:07.234Z [ 5392: 5396] [v6.1.356.0] INFO Sophos Update Service is starting.
    2020-01-27T15:13:07.234Z [ 5392: 5396] [v6.1.356.0] INFO AutoUpdate version : 6.1.356.0
    2020-01-27T15:13:07.235Z [ 5392: 5396] [v6.1.356.0] INFO susvc version : 6.1.356.0
    2020-01-27T15:13:07.235Z [ 5392: 5396] [v6.1.356.0] INFO Build : 20190830114005-95a0922451e171e9dc54e46773bc3633f4b6b20b
    2020-01-27T15:13:07.235Z [ 5392: 5396] [v6.1.356.0] INFO =========================
    2020-01-27T15:13:07.235Z [ 5392: 5396] [v6.1.356.0] INFO Set process security...
    2020-01-27T15:13:07.235Z [ 5392: 5396] [v6.1.356.0] INFO Initialising module...
    2020-01-27T15:13:18.140Z [ 5392: 6620] [v6.1.356.0] INFO Shutting down before expiry of startup delay
    2020-01-27T15:13:18.141Z [ 5392: 6620] [v6.1.356.0] INFO Scheduler thread is exiting
    2020-01-28T07:58:35.971Z [ 5304: 5308] [v6.1.356.0] INFO =========================
    2020-01-28T07:58:35.972Z [ 5304: 5308] [v6.1.356.0] INFO Sophos Update Service is starting.
    2020-01-28T07:58:35.972Z [ 5304: 5308] [v6.1.356.0] INFO AutoUpdate version : 6.1.356.0
    2020-01-28T07:58:35.972Z [ 5304: 5308] [v6.1.356.0] INFO susvc version : 6.1.356.0
    2020-01-28T07:58:35.972Z [ 5304: 5308] [v6.1.356.0] INFO Build : 20190830114005-95a0922451e171e9dc54e46773bc3633f4b6b20b
    2020-01-28T07:58:35.972Z [ 5304: 5308] [v6.1.356.0] INFO =========================
    2020-01-28T07:58:35.972Z [ 5304: 5308] [v6.1.356.0] INFO Set process security...
    2020-01-28T07:58:35.972Z [ 5304: 5308] [v6.1.356.0] INFO Initialising module...
    2020-01-28T07:58:50.922Z [ 5304: 6592] [v6.1.356.0] INFO Shutting down before expiry of startup delay
    2020-01-28T07:58:50.923Z [ 5304: 6592] [v6.1.356.0] INFO Scheduler thread is exiting
    2020-01-28T08:05:23.676Z [13024:11896] [v6.1.356.0] INFO =========================
    2020-01-28T08:05:23.676Z [13024:11896] [v6.1.356.0] INFO Sophos Update Service is starting.
    2020-01-28T08:05:23.676Z [13024:11896] [v6.1.356.0] INFO AutoUpdate version : 6.1.356.0
    2020-01-28T08:05:23.677Z [13024:11896] [v6.1.356.0] INFO susvc version : 6.1.356.0
    2020-01-28T08:05:23.677Z [13024:11896] [v6.1.356.0] INFO Build : 20190830114005-95a0922451e171e9dc54e46773bc3633f4b6b20b
    2020-01-28T08:05:23.677Z [13024:11896] [v6.1.356.0] INFO =========================
    2020-01-28T08:05:23.677Z [13024:11896] [v6.1.356.0] INFO Set process security...
    2020-01-28T08:05:23.677Z [13024:11896] [v6.1.356.0] INFO Initialising module...
    2020-01-28T08:05:23.824Z [13024:13728] [v6.1.356.0] INFO Started update [13736]: "C:\ProgramData\Sophos\AutoUpdate\Cache\sophos_autoupdate1.dir\SophosUpdate.exe" -ManualUpdate -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate\"
    2020-01-28T08:06:36.475Z [13024:13728] [v6.1.356.0] INFO Finished update [13736]: exit 0
    2020-01-28T08:10:24.650Z [13024:13612] [v6.1.356.0] INFO Startup delay expired; ready for first update
    2020-01-28T08:23:48.132Z [13024:13612] [v6.1.356.0] INFO Scheduler thread is exiting
    2020-01-28T08:24:15.499Z [ 5292: 5296] [v6.1.356.0] INFO =========================
    2020-01-28T08:24:15.499Z [ 5292: 5296] [v6.1.356.0] INFO Sophos Update Service is starting.
    2020-01-28T08:24:15.499Z [ 5292: 5296] [v6.1.356.0] INFO AutoUpdate version : 6.1.356.0
    2020-01-28T08:24:15.500Z [ 5292: 5296] [v6.1.356.0] INFO susvc version : 6.1.356.0
    2020-01-28T08:24:15.500Z [ 5292: 5296] [v6.1.356.0] INFO Build : 20190830114005-95a0922451e171e9dc54e46773bc3633f4b6b20b
    2020-01-28T08:24:15.500Z [ 5292: 5296] [v6.1.356.0] INFO =========================
    2020-01-28T08:24:15.500Z [ 5292: 5296] [v6.1.356.0] INFO Set process security...
    2020-01-28T08:24:15.500Z [ 5292: 5296] [v6.1.356.0] INFO Initialising module...
    2020-01-28T08:24:33.329Z [ 5292: 6924] [v6.1.356.0] INFO Shutting down before expiry of startup delay
    2020-01-28T08:24:33.329Z [ 5292: 6924] [v6.1.356.0] INFO Scheduler thread is exiting

  • 0 in reply to Julian Cast

    Hi  

    When you try to start the service manually, is there any event generated, could you please check under event logs. Also, could you please run this command and paste the results over here. 

    REG QUERY HKLM\Software\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall /s /f SOPHOS

    Shweta

    Community Support Engineer | Sophos Technical Support
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