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Cannot access computer details or Alerts and Errors

KnollJRH

Running Sophos 4.5 console remotely on a laptop with XP SP3. Everything was working fine until I had a day of domain issues on my account (lockouts, etc...) and since then I cannot get the "View Computer Details" or "Resolve Alerts and Errors" to display. When I double-click a managed computer in SEC (or right-click and select one of the two), the SEC just stops responding to mouse clicks and gives an audible beep.

If I logon to the server (2008 R2 Std 64bit) using the same domain account I use to login to my laptop, I can run the SEC on the server and access these items fine. This means though that I have to remain logged on to the server in order to effectively use SEC, which I would prefer using remote SEC from my laptop.

Has anyone seen such a problem?

Thanks in advance!
John

:12739


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    Hi,

    New one to me.  I was curious though as the only real thing in common between the  "View Computer Details" or "Resolve Alerts and Errors " is how EnterpriseConsole.exe loads the resource files to be able to make sense of the error codes presented in those 2 areas ,e.g.

    C:\Program Files (x86)\Common Files\Sophos\Sophos Client Firewall\ScfRes.dll
    C:\Program Files (x86)\Sophos\Enterprise Console\SAVHandlerSupport.dll
    C:\Program Files (x86)\Sophos\Enterprise Console\SavProviders\XP\XPProvider.dll

    So then I ran ProcessMonitor on my SEC4.7 remote console and found that both those actions initiate the loading of all the Crystal Reporting libraries. Namely: 

    C:\Program Files (x86)\Common Files\Business Objects\3.0\bin \.....
    So it could be those dependencies also.  


    Having said all of that I would suggest:

    1. Running a repair on "Enterprise Console" from Add or Remove Programs. Does it then work, It may replace the above files if they were missing or had become unregistered it should re-register them.

    2. Maybe running Process Monitor (filter on process name "EntperpriseConsole.exe") and see when you click on either of the above problem areas if you see any access denied errors ot file not founds to any of the files/locations mentioned above.

    3. Maybe a remove and reinstall.

    4. Enable trace logging to see if that helps. To do so:

    1. Download DebugView from Microsoft and save it to the machine:

    http://technet.microsoft.com/en-us/sysinternals/bb896647

    2. Close the SEC if open.

    3 Add the following key to the machine:

     

    REGEDIT4
    [HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Trace\]
    ==
    4. Open DebugView as an Administrator and ensure that "Capture Global Win32" and "Capture Win32" are checked from the "Capture" menu if they both exist.
     
    5.Launch SEC, and re-create the problem.

    Does DebugView show anything useful?  If not, try the same steps but also add the registry key:
    [HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Trace\{9D624120-2E7B-47a2-BD4D-BDEB7E5388D3}]
    @="TraceConsole"
    "ErrorLevel"=dword:00000003

    This will cause it to log in more detail.

    Hope that gives you something to try.
    Regards,
    Jak
     
    :12741
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