Enterprise console not updating

Hi,

I assume that all the Sophos services on the management server came up on restart?  The main ones of interest for the problem as you describe here being the "Sophos Management Service" and "Sophos Message Router".  Are these OK?
Restart without problems?

To trace what's happening in the logs.  I would start with the router logs. I.e. "\ProgramData\Sophos\Remote Management System\3\Router\Logs\Router-[Timestamp].log"

You should see lines such as:

I Routing to EM: id=0148571F, origin=Router$[ClientName].Agent, dest=EM, type=EM-GetStatus-Reply

This is an incoming status message from an endpoint.

Messages such as this will be stored by the router in:
"\ProgramData\Sophos\Remote Management System\3\Router\Envelopes\" as .msg files until they are sent to their intended destination.

In the case of the Sophos Message Router handing off messages to the Sophos Management Service for processing into the database, following the above line in the Router logs you should see the assocaited line:

01.02.2011 18:55:27 0B54 I Sent message (id=0148571F) to EM

Here we can see that the status message (0148571F) was "Sent" to the management service, so the Router has performed its function.  The next place to look in the logging would be:

"\ProgramData\Sophos\Sophos Endpoint Management\4.5\log\sophos-management-services.log"

You should see lines like:

"Received status from Router$[ClientName]"

The other log of interest is:

"\ProgramData\Sophos\Sophos Endpoint Management\4.5\log\Msgn-[timestamp].log

Which is the logging of the messaging component in the management service.  

It's really tracing the messages up to see how far they are getting.  

Also of interest is ensuring that the management service is logging on to the router in the first place.  In the router log you should see the line:

"I Logged on EM as a client"

Where "EM" is the internal name for the Sophos Management service with out this happening the management service will not be able to send or receive messages.  Other "Clients" that log on to the router are the Certification Manager and Management Agent, the act of those logging on to the router show up as:

Regards,

Jak

Hi,

I assume that all the Sophos services on the management server came up on restart?  The main ones of interest for the problem as you describe here being the "Sophos Management Service" and "Sophos Message Router".  Are these OK?
Restart without problems?

To trace what's happening in the logs.  I would start with the router logs. I.e. "\ProgramData\Sophos\Remote Management System\3\Router\Logs\Router-[Timestamp].log"

You should see lines such as:

I Routing to EM: id=0148571F, origin=Router$[ClientName].Agent, dest=EM, type=EM-GetStatus-Reply

This is an incoming status message from an endpoint.

Messages such as this will be stored by the router in:
"\ProgramData\Sophos\Remote Management System\3\Router\Envelopes\" as .msg files until they are sent to their intended destination.

In the case of the Sophos Message Router handing off messages to the Sophos Management Service for processing into the database, following the above line in the Router logs you should see the assocaited line:

01.02.2011 18:55:27 0B54 I Sent message (id=0148571F) to EM

Here we can see that the status message (0148571F) was "Sent" to the management service, so the Router has performed its function.  The next place to look in the logging would be:

"\ProgramData\Sophos\Sophos Endpoint Management\4.5\log\sophos-management-services.log"

You should see lines like:

"Received status from Router$[ClientName]"

The other log of interest is:

"\ProgramData\Sophos\Sophos Endpoint Management\4.5\log\Msgn-[timestamp].log

Which is the logging of the messaging component in the management service.  

It's really tracing the messages up to see how far they are getting.  

Also of interest is ensuring that the management service is logging on to the router in the first place.  In the router log you should see the line:

"I Logged on EM as a client"

Where "EM" is the internal name for the Sophos Management service with out this happening the management service will not be able to send or receive messages.  Other "Clients" that log on to the router are the Certification Manager and Management Agent, the act of those logging on to the router show up as:

Regards,

Jak