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Some sophos services not running after update

I need some help in tackling this issue with Sophos cloud endpoint protection. Whenever there is a component update with sophos, i can see atleast 5 -10 pc's in the cloud portal missing (not running) some services. Some services include Sophos System Protection Service, Sophos Web Control Service. What is the easiest way to get round this issue. Does sophos expect the sysadmin to go to the pc everytime whenever this occurs and take logs and send it to the tech team for resolution. I have tried remotely connecting to the pc and restarting the services but this doesnt seem to work always. Can someone throw some light on this so it makes life easy for people maintaining endpoints. 



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  • If the services are lost/removed as part of the upgrade, the MSI log and if available, the associated custom action log file would need to be checked.

    These would be under \windows\temp\.

    Do you have any logs from a time where the services have been lost?

    As a recovery method, you could try deleting the file SophosUpdateStatus.xml from \programdata\sophos\autoupdate\data\status\ and then kick off an update or wait for the next scheduled one.

    Regards,

    Jak

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  • If the services are lost/removed as part of the upgrade, the MSI log and if available, the associated custom action log file would need to be checked.

    These would be under \windows\temp\.

    Do you have any logs from a time where the services have been lost?

    As a recovery method, you could try deleting the file SophosUpdateStatus.xml from \programdata\sophos\autoupdate\data\status\ and then kick off an update or wait for the next scheduled one.

    Regards,

    Jak

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