Clients showing as disconnected until I restart message router (Windows 10 1709)

Hello dubsdj,

is this a Central installation or an on-premise SESC?

If SESC this could be the same issue as described in Most Clients Shown As 'Disconnected' in SEC 5.5.0.

Christian

on premise

I read the article but it only suggests having a script to restart the service on startup. Is that really the only solution to this? 

That's a bit annoying.

Hello dubsdj,

as you see the last activity is from a month ago. Posts suggest that it's a "cooperative issue", i.e. it seems to surface only with Windows 10 1709 and RMS 4.1.1.127.
I'd expect that it can be determined what has been changed since RMS 4.1.0.140 though there's not always a direct cause-effect chain and it might be almost impossible to determine the critical factor.
I'd suggest that you open a support ticket even if it won't help immediately (or not at all) so that it becomes clearer that it is not an isolated issue.

Christian

Thanks Christian, I opened a ticket a few days ago but still haven't heard anything back from them (case still open). Perhaps they know about it and are working on resolution..

Unfortunately Sophos never found a solution to this. They did a remote session and escalated it to the highest level.

Good news is that I solved the problem myself. I just changed the sophos message router service startup to "Delayed Auto Start". Problem solved!

Hi everyone,

The reported issue is actively being investigated internally by our team. I will periodically keep this thread updated with further developments. As a temporary workaround, you can set the service to "Delayed Auto start" as mentioned by dubsdj