Sophos services fail to start on a managed computer

  • Article ID: 13848
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  • Updated: 26 Sep 2014

When a computer managed by Enterprise Console starts up or updates, the services 'Sophos Agent' and/or 'Sophos Message Router' fail to start, even though they are set to start up automatically.

An 'Event Detail' is displayed in the event logs, that includes the message:

The <servicename> service failed to start due to the following error.
The service did not respond to the start or control request in a timely fashion.

You may also receive a Windows error code 'error 1053' and associated message.

Known to apply to the following Sophos products and versions

Sophos Endpoint Security and Control

What to do

This error can occur when the computer has insufficient memory. Check that your computer meets the system requirements for Endpoint Security and Control.

  1. On the affected computer, open Windows Services and manually start the 'Sophos Agent' and/or 'Sophos Message Router' service.
  2. Open Enterprise Console and check the status of the computer you are concerned about. It should now be reporting correctly.

Note: If this is a persistent problem for a computer you may wish to investigate the following options:

  • Check the number of applications being launched at computer start-up to see if any can be removed.  A tool such as Autoruns ( from Microsoft can be useful for such a task.
  • Increase the time the Windows Service Control Manager allocates for services to start.  For more information on how to adjust this time, see Microsoft article which references the registry key: 'ServicesPipeTimeout'.

If you need more information or guidance, then please contact technical support.

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