Sophos upgrade from 5.4.1 to 5.5.2

Hi All,

I have successfully upgraded my Sophos Enterprise Console from version 5.4.1 to 5.5.2 but while opening Sophos Enterprise console i am getting an error "management service is not running" I have attached a screenshot of it. But when i am starting the Sophos management service i am getting another error Windows could not start Sophos Management service on local computer, error screenshot i have attached and when i checked the Application logs in event viewer found the below error.

Initialization failed.

Step: Creating a database connection
Error: std::runtime_error
Data: Could not find stored procedure 'dbo.GetInterfaceVersion'.

I don't know this is the error because of credential store or what?

Can anyone help me on this, any help would be appreciated.

Thanks.. 

  • Thank you for reaching the community forum. Can you share with us the logs located on C:\ProgramData\Sophos\Sophos Endpoint Management\log 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer | Global Community and Digital Customer Support
    Connect, Engage, Earn Rewards - Join the Sophos Community
  • Hi GlennSen ,

    Very thanks For your reply,

    I have attached the logs below here

    022-11-10 04:58:32,025 [19] INFO {Sophos.Management.Services.Sddma.MessageReceiver.SetActivityIndicator} ==> Set activity indicator to Updating for the server with endpoint address Router$sophos.
    2022-11-10 04:58:34,541 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.GetAuthoritativeServerFromOverride} ==> No overriding authoritative server endpoint address has been specified.
    2022-11-10 04:58:34,541 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> Begin loading update hierarchy.
    2022-11-10 04:58:34,541 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> End loading update hierarchy. Took 0ms.
    2022-11-10 04:58:34,541 [19] INFO {Sophos.Management.Services.Sddma.ServerDataMonitor.GetData} ==> Received data request for 1 servers.
    2022-11-10 04:58:34,541 [19] INFO {Sophos.Management.Services.Sddma.ServerDataMonitor.GetData} ==> Returning server monitor cache data, 104 chars.
    2022-11-10 04:58:34,541 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.SelectCandidateAuthoritativeServer} ==> Selecting authoritative server from 1 candidates.
    2022-11-10 04:58:34,541 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.SelectCandidateAuthoritativeServer} ==> The local server is one of the candidates.
    2022-11-10 04:58:34,541 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.SelectCandidateAuthoritativeServer} ==> Local server is already authoritative.
    2022-11-10 04:58:34,541 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.SelectCandidateAuthoritativeServer} ==> Previously selected authoritative server is '2b925395-42e6-43f9-831a-013fef470d9e'.
    2022-11-10 04:58:34,541 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.SelectCandidateAuthoritativeServer} ==> Previously selected authoritative server is one of the candidates.
    2022-11-10 04:58:34,541 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.SelectCandidateAuthoritativeServer} ==> Previously selected authoritative server will remain authoritative as it has downloaded updates in the past 24 hours.
    2022-11-10 04:58:34,541 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.SelectCandidateAuthoritativeServer} ==> Selecting the server 'SOPHOS' with the endpoint address 'Router$sophos' as the authoritative server.
    2022-11-10 04:58:41,166 [19] INFO {Sophos.Management.Services.Sddma.MessageReceiver.SetActivityIndicator} ==> Set activity indicator to Idle for the server with endpoint address Router$sophos.
    2022-11-10 04:59:01,042 [19] INFO {Sophos.Management.Services.Sddma.ServerDataMonitor.UpdateData} ==> Updated server data monitor cache for server 2b925395-42e6-43f9-831a-013fef470d9e.
    2022-11-10 04:59:01,042 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Checking for self-update information in status message from the local server.
    2022-11-10 04:59:01,042 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractUpdateInfoAndRaiseEvent} ==> Self-update information found. Sending update notified event.
    2022-11-10 04:59:01,042 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> Begin loading update hierarchy.
    2022-11-10 04:59:01,042 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> End loading update hierarchy. Took 0ms.
    2022-11-10 04:59:01,042 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Accepting currency data as server is top-level.
    2022-11-10 04:59:01,057 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEEXP 10.8.14 VE3.85.1.
    2022-11-10 04:59:01,057 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEEOSX 9.13.0.
    2022-11-10 04:59:01,057 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEELINUX 9.17.3 VE3.85.1.
    2022-11-10 04:59:01,057 [19] INFO {Sophos.Management.Services.Sddma.ServerFailureHandler.ClearOutstandingErrors} ==> Clearing outstanding updating errors for server SOPHOS.
    2022-11-10 04:59:01,073 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.IsServerRebootPending} ==> Checking if a reboot required alert is pending against the update manager on SOPHOS.
    2022-11-10 04:59:01,073 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.IsServerRebootPending} ==> There is no reboot request pending against the update manager on SOPHOS.
    2022-11-10 04:59:01,073 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Migration is not enabled
    2022-11-10 05:05:57,400 [19] INFO {Sophos.Management.Services.Sddma.ServerDataMonitor.UpdateData} ==> Updated server data monitor cache for server 2b925395-42e6-43f9-831a-013fef470d9e.
    2022-11-10 05:05:57,400 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Checking for self-update information in status message from the local server.
    2022-11-10 05:05:57,400 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractUpdateInfoAndRaiseEvent} ==> Self-update information found. Sending update notified event.
    2022-11-10 05:05:57,400 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> Begin loading update hierarchy.
    2022-11-10 05:05:57,400 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> End loading update hierarchy. Took 0ms.
    2022-11-10 05:05:57,400 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Accepting currency data as server is top-level.
    2022-11-10 05:05:57,416 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEEXP 10.8.14 VE3.85.1.
    2022-11-10 05:05:57,416 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEEOSX 9.13.0.
    2022-11-10 05:05:57,416 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEELINUX 9.17.3 VE3.85.1.
    2022-11-10 05:05:57,416 [19] INFO {Sophos.Management.Services.Sddma.ServerFailureHandler.ClearOutstandingErrors} ==> Clearing outstanding updating errors for server SOPHOS.
    2022-11-10 05:05:57,431 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.IsServerRebootPending} ==> Checking if a reboot required alert is pending against the update manager on SOPHOS.
    2022-11-10 05:05:57,431 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.IsServerRebootPending} ==> There is no reboot request pending against the update manager on SOPHOS.
    2022-11-10 05:05:57,431 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Migration is not enabled
    2022-11-10 05:15:57,540 [19] INFO {Sophos.Management.Services.Sddma.ServerDataMonitor.UpdateData} ==> Updated server data monitor cache for server 2b925395-42e6-43f9-831a-013fef470d9e.
    2022-11-10 05:15:57,556 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Checking for self-update information in status message from the local server.
    2022-11-10 05:15:57,556 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractUpdateInfoAndRaiseEvent} ==> Self-update information found. Sending update notified event.
    2022-11-10 05:15:57,556 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> Begin loading update hierarchy.
    2022-11-10 05:15:57,556 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> End loading update hierarchy. Took 0ms.
    2022-11-10 05:15:57,556 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Accepting currency data as server is top-level.
    2022-11-10 05:15:57,556 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEEXP 10.8.14 VE3.85.1.
    2022-11-10 05:15:57,556 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEEOSX 9.13.0.
    2022-11-10 05:15:57,556 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEELINUX 9.17.3 VE3.85.1.
    2022-11-10 05:15:57,571 [19] INFO {Sophos.Management.Services.Sddma.ServerFailureHandler.ClearOutstandingErrors} ==> Clearing outstanding updating errors for server SOPHOS.
    2022-11-10 05:15:57,571 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.IsServerRebootPending} ==> Checking if a reboot required alert is pending against the update manager on SOPHOS.
    2022-11-10 05:15:57,571 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.IsServerRebootPending} ==> There is no reboot request pending against the update manager on SOPHOS.
    2022-11-10 05:15:57,571 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Migration is not enabled
    2022-11-10 05:25:57,531 [19] INFO {Sophos.Management.Services.Sddma.ServerDataMonitor.UpdateData} ==> Updated server data monitor cache for server 2b925395-42e6-43f9-831a-013fef470d9e.
    2022-11-10 05:25:57,531 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Checking for self-update information in status message from the local server.
    2022-11-10 05:25:57,531 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractUpdateInfoAndRaiseEvent} ==> Self-update information found. Sending update notified event.
    2022-11-10 05:25:57,531 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> Begin loading update hierarchy.
    2022-11-10 05:25:57,531 [19] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> End loading update hierarchy. Took 0ms.
    2022-11-10 05:25:57,531 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Accepting currency data as server is top-level.
    2022-11-10 05:25:57,547 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEEXP 10.8.14 VE3.85.1.
    2022-11-10 05:25:57,547 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEEOSX 9.13.0.
    2022-11-10 05:25:57,547 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEELINUX 9.17.3 VE3.85.1.
    2022-11-10 05:25:57,547 [19] INFO {Sophos.Management.Services.Sddma.ServerFailureHandler.ClearOutstandingErrors} ==> Clearing outstanding updating errors for server SOPHOS.
    2022-11-10 05:25:57,563 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.IsServerRebootPending} ==> Checking if a reboot required alert is pending against the update manager on SOPHOS.
    2022-11-10 05:25:57,563 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.IsServerRebootPending} ==> There is no reboot request pending against the update manager on SOPHOS.
    2022-11-10 05:25:57,563 [19] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Migration is not enabled
    [Begin]
    [End]
    [Begin]
    2022-11-10 05:37:27,543 [1] INFO {Sophos.Management.Services.Sddma.StatusMonitor.Start} ==> Started the catch-all status monitor.
    2022-11-10 05:37:28,402 [1] INFO {Quartz.Impl.StdSchedulerFactory.Initialize} ==> Default Quartz.NET properties loaded from embedded resource file
    2022-11-10 05:37:28,966 [1] INFO {Quartz.Core.SchedulerSignalerImpl..ctor} ==> Initialized Scheduler Signaller of type: Quartz.Core.SchedulerSignalerImpl
    2022-11-10 05:37:29,027 [1] INFO {Quartz.Core.QuartzScheduler..ctor} ==> Quartz Scheduler v.1.0.3.3 created.
    2022-11-10 05:37:29,053 [1] INFO {Quartz.Simpl.RAMJobStore.Initialize} ==> RAMJobStore initialized.
    2022-11-10 05:37:29,053 [1] INFO {Quartz.Impl.StdSchedulerFactory.Instantiate} ==> Quartz scheduler 'DefaultQuartzScheduler' initialized
    2022-11-10 05:37:29,053 [1] INFO {Quartz.Impl.StdSchedulerFactory.Instantiate} ==> Quartz scheduler version: 1.0.3.3
    2022-11-10 05:37:29,074 [1] INFO {Quartz.Core.QuartzScheduler.Start} ==> Scheduler DefaultQuartzScheduler_$_NON_CLUSTERED started.
    2022-11-10 05:37:29,480 [1] INFO {Sophos.Management.Services.Messaging.Handler.AfterPropertiesSet} ==> Number of receivers registered 8
    2022-11-10 05:37:29,480 [1] INFO {Sophos.Management.Services.Messaging.Handler.AfterPropertiesSet} ==> Registering for events from: Sophos.Management.Services.Sddma.MessageReceiver to : SDDM
    2022-11-10 05:37:29,480 [1] INFO {Sophos.Management.Services.Messaging.Handler.AfterPropertiesSet} ==> Registering for events from: Sophos.Management.Services.Scf.MessageReceiver to : SCF
    2022-11-10 05:37:29,480 [1] INFO {Sophos.Management.Services.Messaging.Handler.AfterPropertiesSet} ==> Registering for events from: Sophos.Management.Services.WebControl.MessageReceiver to : SWC
    2022-11-10 05:37:29,480 [1] INFO {Sophos.Management.Services.Messaging.Handler.AfterPropertiesSet} ==> Registering for events from: Sophos.Management.Services.AutoUpdate.MessageReceiver to : ALC
    2022-11-10 05:37:29,480 [1] INFO {Sophos.Management.Services.Messaging.Handler.AfterPropertiesSet} ==> Registering for events from: Sophos.Management.Services.Nac.MessageReceiver to : NAC
    2022-11-10 05:37:29,480 [1] INFO {Sophos.Management.Services.Messaging.Handler.AfterPropertiesSet} ==> Registering for events from: Sophos.Management.Services.Sav.MessageReceiver to : SAV
    2022-11-10 05:37:29,480 [1] INFO {Sophos.Management.Services.Messaging.Handler.AfterPropertiesSet} ==> Registering for events from: Sophos.Management.Services.Encryption.MessageReceiver to : SEA
    2022-11-10 05:37:29,480 [1] INFO {Sophos.Management.Services.Messaging.Handler.AfterPropertiesSet} ==> Registering for events from: Sophos.Management.Services.Patch.MessageReceiver to : PATCH
    2022-11-10 05:37:29,480 [1] INFO {Sophos.Management.Services.Sddma.RegistryWatcher..ctor} ==> Management application Registry watcher Starting.....
    2022-11-10 05:37:29,496 [1] INFO {Sophos.Management.Services.Sddma.RegistryWatcher..ctor} ==> Management application Registry watcher Started
    2022-11-10 05:37:36,204 [1] INFO {Sophos.Management.Services.Sddma.SddmaService.EnsureDefaultSourceLocationExists} ==> The default source location SOPHOS exists.
    2022-11-10 05:37:36,231 [1] INFO {Sophos.Management.Services.Sddma.SddmaService.EnsureSelfUpdateLocationExists} ==> The self-update target location C:\ProgramData\Sophos\Sophos Endpoint Management\5.2.1\Updates\Secure exists.
    2022-11-10 05:37:38,246 [1] INFO {Sophos.Management.Services.Sddma.SddmaService.EnsurePredefinedSubscriptionsAddressIsPublished} ==> Set predefined subscriptions data download folder at the registry location HKLM\SOFTWARE\Sophos\EE\Products to C:\ProgramData\Sophos\Sophos Endpoint Management\5.2.1\Updates\Secure.
    2022-11-10 05:40:18,575 [18] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.GetAuthoritativeServerFromOverride} ==> No overriding authoritative server endpoint address has been specified.
    2022-11-10 05:40:18,590 [18] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> Begin loading update hierarchy.
    2022-11-10 05:40:18,668 [18] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> End loading update hierarchy. Took 77ms.
    2022-11-10 05:40:18,700 [18] INFO {Sophos.Management.Services.Sddma.ServerDataMonitor.GetData} ==> Received data request for 1 servers.
    2022-11-10 05:40:18,723 [18] INFO {Sophos.Management.Services.Sddma.ServerDataMonitor.GetData} ==> Some server identity tags were not found, so refreshing the server data monitor cache.
    2022-11-10 05:40:18,731 [18] INFO {Sophos.Management.Services.Sddma.ServerDataMonitor.RefreshCache} ==> Begin refreshing server data monitor cache.
    2022-11-10 05:40:18,731 [18] INFO {Sophos.Management.Services.Sddma.ServerDataMonitor.RefreshCache} ==> Cacheing data for all servers.
    2022-11-10 05:40:18,731 [18] INFO {Sophos.Management.Services.Sddma.ServerDataProvider.GetData} ==> Processing request for server data.
    2022-11-10 05:40:18,856 [18] INFO {Sophos.Management.Services.Sddma.ServerDataProvider.GetData} ==> Returning server data string 118 chars long.
    2022-11-10 05:40:18,872 [18] INFO {Sophos.Management.Services.Sddma.ServerDataMonitor.RefreshCache} ==> End refreshing server data monitor cache. Took 142ms.
    2022-11-10 05:40:18,872 [18] INFO {Sophos.Management.Services.Sddma.ServerDataMonitor.GetData} ==> Returning server monitor cache data, 104 chars.
    2022-11-10 05:40:18,872 [18] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.SelectCandidateAuthoritativeServer} ==> Selecting authoritative server from 1 candidates.
    2022-11-10 05:40:18,872 [18] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.SelectCandidateAuthoritativeServer} ==> The local server is one of the candidates.
    2022-11-10 05:40:18,872 [18] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.SelectCandidateAuthoritativeServer} ==> The local server is currently not authoritative.
    2022-11-10 05:40:18,872 [18] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.SelectCandidateAuthoritativeServer} ==> The local server has now become authoritative as it has downloaded updates within the past 24 hours.
    2022-11-10 05:40:18,872 [18] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.SelectCandidateAuthoritativeServer} ==> Selecting the server 'SOPHOS' with the endpoint address 'Router$sophos' as the authoritative server.
    2022-11-10 05:40:34,371 [18] WARN {Sophos.Management.Services.Sddma.MessageReceiver.SaveDefaultShareCredentialsAndReplaceWithTickets} ==> The password to access the default share of the existing server 2b925395-42e6-43f9-831a-013fef470d9e has changed.
    2022-11-10 05:40:34,465 [18] INFO {Sophos.Management.Services.Sddma.ServerDataMonitor.UpdateData} ==> Updated server data monitor cache for server 2b925395-42e6-43f9-831a-013fef470d9e.
    2022-11-10 05:40:34,481 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Checking for self-update information in status message from the local server.
    2022-11-10 05:40:34,496 [18] INFO {Sophos.Management.Services.Sddma.PredefinedSubscriptionsProvider.RetrieveReleaseIdByTag} ==> Checking ReleaseId for: SophosMA
    2022-11-10 05:40:34,496 [18] INFO {Sophos.Management.Services.Sddma.PredefinedSubscriptionsProvider.RetrieveReleaseIdByTag} ==> Found ReleaseId for: SophosMA
    2022-11-10 05:40:34,496 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractUpdateInfoAndRaiseEvent} ==> Self-update release Id has been obtained from registry.
    2022-11-10 05:40:34,496 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractUpdateInfoAndRaiseEvent} ==> Self-update information found. Sending update notified event.
    2022-11-10 05:40:34,512 [18] INFO {Sophos.Management.Services.SupplementalDataHandler.HandleSupplementalDataUpdate} ==> Received new timestamp
    2022-11-10 05:40:34,512 [18] INFO {Sophos.Management.Services.SupplementalDataHandler.RetrieveFileManifests} ==> Retrieving file manifest
    2022-11-10 05:40:34,512 [18] INFO {Sophos.Management.Services.SupplementalDataHandler.RetrieveFileManifests} ==> About to get
    2022-11-10 05:40:34,528 [18] INFO {Sophos.Management.Services.SupplementalDataHandler.RetrieveFileManifests} ==> Retrieved file manifests
    2022-11-10 05:40:34,528 [18] INFO {Sophos.Management.Services.SupplementalDataHandler.RetrieveFileManifests} ==> Manifest count: 7
    2022-11-10 05:40:34,575 [18] INFO {Sophos.Management.Services.ThreatData.Service.FileChangedHandler} ==> Received event indicating that the MSDC\vvf.xml file has changed.
    2022-11-10 05:40:35,184 [18] INFO {Sophos.Management.Services.TranslationDataImporter.HandleTranslationDataFileChange} ==> Received indicator that the file C:\ProgramData\Sophos\Sophos Endpoint Management\5.2.1\Updates\Secure\SDFs\SophosMA\sec\MSDC\SddmExceptions.xml has changed.
    2022-11-10 05:40:35,418 [18] INFO {Sophos.Management.Services.TranslationDataImporter.HandleTranslationDataFileChange} ==> Received indicator that the file C:\ProgramData\Sophos\Sophos Endpoint Management\5.2.1\Updates\Secure\SDFs\SophosMA\sec\MSDC\SupplementalTranslationData.xml has changed.
    2022-11-10 05:40:35,512 [18] INFO {Sophos.Management.Services.DynamicData.DataProvider`3.DataFileChanged} ==> device categories and types file has changed
    2022-11-10 05:40:35,559 [18] INFO {Sophos.Management.Services.DynamicData.DataProvider`3.LoadFromDatabaseUnlessOlder} ==> device categories and types data loaded from database
    2022-11-10 05:40:35,559 [18] WARN {Sophos.Management.Services.DynamicData.DataProvider`3.DataFileChanged} ==> device categories and types downloaded version number older or same version as current version - ignoring downloaded data
    2022-11-10 05:40:35,590 [18] INFO {Sophos.Management.Services.DynamicData.DataProvider`3.DataFileChanged} ==> file categories and types file has changed
    2022-11-10 05:40:35,731 [18] INFO {Sophos.Management.Services.DynamicData.DataProvider`3.LoadFromDatabaseUnlessOlder} ==> file categories and types data loaded from database
    2022-11-10 05:40:35,731 [18] WARN {Sophos.Management.Services.DynamicData.DataProvider`3.DataFileChanged} ==> file categories and types downloaded version number older or same version as current version - ignoring downloaded data
    2022-11-10 05:40:35,747 [18] INFO {Sophos.Management.Services.DynamicData.DataProvider`3.DataFileChanged} ==> applications and categories file has changed
    2022-11-10 05:40:35,793 [18] INFO {Sophos.Management.Services.DynamicData.DataProvider`3.LoadFromDatabaseUnlessOlder} ==> applications and categories data loaded from database
    2022-11-10 05:40:35,793 [18] WARN {Sophos.Management.Services.DynamicData.DataProvider`3.DataFileChanged} ==> applications and categories downloaded version number older or same version as current version - ignoring downloaded data
    2022-11-10 05:40:36,090 [18] INFO {Sophos.Management.Services.DynamicData.Service.ImportContentConditionsFromResource} ==> skipping importing of content conditions from resource since content conditions already loaded
    2022-11-10 05:40:36,168 [18] INFO {Sophos.Management.Services.DynamicData.DataProvider`3.DataFileChanged} ==> tag categories and values file has changed
    2022-11-10 05:40:36,871 [18] INFO {Sophos.Management.Services.DynamicData.DataProvider`3.LoadFromDatabaseUnlessOlder} ==> tag categories and values data loaded from database
    2022-11-10 05:40:36,871 [18] WARN {Sophos.Management.Services.DynamicData.DataProvider`3.DataFileChanged} ==> tag categories and values downloaded version number older or same version as current version - ignoring downloaded data
    2022-11-10 05:40:37,075 [18] INFO {Sophos.Management.Services.DynamicData.Service.LoadPredefinedContentConditions} ==> predefined content conditions not loaded because version not newer
    2022-11-10 05:40:37,075 [18] INFO {Sophos.Management.Services.SupplementalDataHandler.SaveFileManifests} ==> Entered SaveFileManifests.
    2022-11-10 05:40:37,075 [18] INFO {Sophos.Management.Services.SupplementalDataHandler.SaveFileManifests} ==> added key: vvf.xml
    2022-11-10 05:40:37,075 [18] INFO {Sophos.Management.Services.SupplementalDataHandler.SaveFileManifests} ==> added key: sddmexceptions.xml
    2022-11-10 05:40:37,075 [18] INFO {Sophos.Management.Services.SupplementalDataHandler.SaveFileManifests} ==> added key: supplementaltranslationdata.xml
    2022-11-10 05:40:37,075 [18] INFO {Sophos.Management.Services.SupplementalDataHandler.SaveFileManifests} ==> added key: devicetypes.xml
    2022-11-10 05:40:37,075 [18] INFO {Sophos.Management.Services.SupplementalDataHandler.SaveFileManifests} ==> added key: filetypes.xml
    2022-11-10 05:40:37,075 [18] INFO {Sophos.Management.Services.SupplementalDataHandler.SaveFileManifests} ==> added key: applications.xml
    2022-11-10 05:40:37,075 [18] INFO {Sophos.Management.Services.SupplementalDataHandler.SaveFileManifests} ==> added key: predefinedcontentcontrollists.xml
    2022-11-10 05:40:37,090 [18] INFO {Sophos.Management.Services.SupplementalDataHandler.SaveFileManifests} ==> Saved file manifests
    2022-11-10 05:40:37,090 [18] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> Begin loading update hierarchy.
    2022-11-10 05:40:37,090 [18] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> End loading update hierarchy. Took 0ms.
    2022-11-10 05:40:37,090 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Accepting currency data as server is top-level.
    2022-11-10 05:40:37,106 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEEXP 10.8.14 VE3.85.1.
    2022-11-10 05:40:37,106 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEEOSX 9.13.0.
    2022-11-10 05:40:37,106 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEELINUX 9.17.3 VE3.85.1.
    2022-11-10 05:40:37,137 [18] INFO {Sophos.Management.Services.Sddma.ServerFailureHandler.ClearOutstandingErrors} ==> Clearing outstanding updating errors for server SOPHOS.
    2022-11-10 05:40:37,153 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.IsServerRebootPending} ==> Checking if a reboot required alert is pending against the update manager on SOPHOS.
    2022-11-10 05:40:37,153 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.IsServerRebootPending} ==> There is no reboot request pending against the update manager on SOPHOS.
    2022-11-10 05:40:37,168 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Migration is not enabled
    2022-11-10 05:45:35,041 [18] INFO {Sophos.Management.Services.Sddma.ServerDataMonitor.UpdateData} ==> Updated server data monitor cache for server 2b925395-42e6-43f9-831a-013fef470d9e.
    2022-11-10 05:45:35,062 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Checking for self-update information in status message from the local server.
    2022-11-10 05:45:35,062 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractUpdateInfoAndRaiseEvent} ==> Self-update information found. Sending update notified event.
    2022-11-10 05:45:35,062 [18] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> Begin loading update hierarchy.
    2022-11-10 05:45:35,062 [18] INFO {Sophos.Management.Services.Sddma.AuthoritativeServerSelector.RefreshCandidateAuthoritativeServers} ==> End loading update hierarchy. Took 0ms.
    2022-11-10 05:45:35,062 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Accepting currency data as server is top-level.
    2022-11-10 05:45:35,076 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEEXP 10.8.14 VE3.85.1.
    2022-11-10 05:45:35,076 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEEOSX 9.13.0.
    2022-11-10 05:45:35,076 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.ExtractCurrencyData} ==> Found currency entity for SAVEELINUX 9.17.3 VE3.85.1.
    2022-11-10 05:45:35,089 [18] INFO {Sophos.Management.Services.Sddma.ServerFailureHandler.ClearOutstandingErrors} ==> Clearing outstanding updating errors for server SOPHOS.
    2022-11-10 05:45:35,104 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.IsServerRebootPending} ==> Checking if a reboot required alert is pending against the update manager on SOPHOS.
    2022-11-10 05:45:35,104 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.IsServerRebootPending} ==> There is no reboot request pending against the update manager on SOPHOS.
    2022-11-10 05:45:35,104 [18] INFO {Sophos.Management.Services.Sddma.StatusMonitor.HandleStatus} ==> Migration is not enabled
    [End]

  • Thank you for sharing these logs. as per further checking, the said error you're currently getting isn’t listed under the event ID 8004, which is listed in this article https://support.sophos.com/support/s/article/KB-000033944?language=en_US and as advised by our Internal team you need to raise a support case for this and collect SDU logs. Share the case with me to add notes for the next action. 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer | Global Community and Digital Customer Support
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