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Sophos upgrade from 5.4.1 to 5.5.2

Matt Adler

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.. 



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  • 0

    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

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0

    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]

  • 0 in reply to Matt Adler

    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

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