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Unable to Uninstall Sophos Enterprise Console (551) & Database

Quad Zero

Hello,

I have Sophos Enterprise Console installed on an SDC W12 R2. There are several issues with the install in that when I try to run the installer, I get the "You do not have sufficient database rights". I am in the Domain Admins, Sophos DB Admin, Sophos Console Admin etc etc groups so not sure why this is an issue. 

I checked the logs in: c:\ProgramData\Sophos\Management Installer\Sophos_bootstrapper..... and I get this error:

Error: COM error. Connection String:Provider=SQLOLEDB.1; Integrated Security=SSPI; Initial Catalog=Sophos551; Data Source=(local)\SQLExpress; use procedure for prepare=1; Auto Translate=......... Error: IDispatch error#3081; Description: The SELECT permission was denied on the Object 'Computers'; database 'SOPHOS551', schema  'dbo'.

I went into SQL Studio and looked at the properties of the SOPHOS551 db. The owner of that is set for a <domain\username> where the username is no longer valid. I believe this was meant to the SophosManagement (Sophos DB) useraccount? 

I tried to then follow two KB articles: 

  1. support.sophos.com/.../KB-000033317
  2. https://support.sophos.com/support/s/article/KB-000034444?language=en_US

But I could not uninstall the Sophos Database step or the step from there onwards. 

My questions are:

1. How can I change the owner of this database to <domain\SophosManagement>? (If this is the right account it should be installed to?)

2. why, as a domain admin doesn't have "sufficient database rights"?

3. How can I cleanly uninstall all components of Sophos SEC including the database so that I can start a fresh install?

Thank you. 



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  • 0

    Hello Quad Zero,

    this is, err, a little bit chaotic. Last but not least an answer to question 3 would make 1 and 2 obsolete.

    As this is 5.5.1 and furthermore the database owner's username is no longer valid it has apparently been running for some time.
    What were the issues that prompted you to re-run the installer and was running setup.exe the first thing you tried in order to collect the problem? If not, what have you done before?
    The SQL error is a little bit strange, accessing the Computers view is not the first thing the bootstrapper does. I'm not sure if everything was correct up to this point, the whole log would be required to assess this.

    What exactly is I could not uninstall? You used Programs and Features, uninstalled the Console first, then tried to uninstall the Database component but ...?

    Christian

  • 0 in reply to QC

    Hi Christian,

    Thank you for your reply.

    I have been at this problem for about 5 days now, done tons of research so apologies in advance if I come across as a little frustrated. Nevertheless, I want to find a solution to the problem.

    When you re-run the installer you get the #2 error msg, "You do not have sufficient database rights". The SEC would not start after the latest Windows 2012 R2 and came up with the error and could not start the Sophos Host Management Service. Because I could not re-start the svc, I opted to re-run the installer. 

    You are right, there are several things the bootstrapper does first. I just mentioned where and what the error was. There is no way to export the logs, it is running on an air-gap env. 

    With the "I could not uninstall" comment, I meant trying to uninstall through Add/Remove programs (appwiz.cpl). Here, I could uninstall the Sophos Management Console but could NOT uninstall the Sophos Database. It runs the uninstall window but nothing happens. The database is still existent in the appwiz window. 

    The questions that is still hard to compute are:

    1. Why can't I uninstall and reinstall Sophos? Why is this such a difficult task?

    2. I am not worried about the existing database. How can I remove it all and start from scratch? If this is possible, could you please point me to the right KB doc? 

    Thank you so much for your time Christian. 

  • 0 in reply to Quad Zero

    Do you still have machines protected by the server? If you don't need the data in the database - I would just start fresh. You can use our installation guide and prep the new server.

    Is the SQL db on the same box or a remote server?

    Have you open SQL management studio and added your account to read/write the Sophos Databases?

    RichardP

    Program Manager, Support Readiness | CISSP | Sophos Technical Support
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  • 0 in reply to RichardP

    Hi Richard,

    Thanks for your message. 

    I am happy to start fresh but since this is on a secondary domain controller, I cannot clean swipe the OS. Hence I asked about removing SOPHOS completely and its DATABASE!! to start again. I have addressed this in point 2 above. 

    So this is one of the MAIN problems. Even though I am a DB Admin and in the right groups, the SQL Studio states that I do not have necessary privs to conduct the task to add/modify any existing or new user. 

    So ideally need a doc that would show how i can remove the existing database and then re-install. 

    Thank you.

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