Enterprise console not updating

Question

Hi Guys,

Since rebooting the server that hosts Sophos last night, the enterprise console appears to have stopped updating. It's showing computers disconnected that I know are on and active, it's not reporting new Device control events or virus events (ran the eicar test virus on a few machines)

Nor can I force the update manager to run an update. It just seems totally frozen :s I've rebooted again since and it stays the same.

Looking at the network communication report shows no problems so I'm a bit lost as to what's going on. Is there any logs I can look at that might help?

I'm running 4.5

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DrCheese · Accepted Answer

Hi Folks,

I raised a support call with Sophos when I posted this and they responded yesterday morning with

"
Stop the "Sophos Certification Manager" service
Stop the "Sophos Message Router" service

Browse to the following locations

C:\ProgramData\Sophos\Remote Management System\3\Router\Envelopes
Delete all msg files present

C:\ProgramData\Sophos\Remote Management System\3\Router
Delete 'table_router.txt'

Start the "Sophos Certification Manager" service
Start the "Sophos Message Router" service

(this may take 30-60 mins to take effect)

This worked for me, although as mentioned in the reply it did take around an hour for it to start reporting correctly again.

Thank you for your posts above as well, may come in handy if someone else has the same problem (I really hate googling for a solution to a problem and finding unanswered threads :P )