The policy could not be found when opening a Full disk encryption policy

  • Article ID: 119223
  • Updated: 23 Apr 2013

Issue

When opening a Full disk encryption policy the following error is shown:

Could not complete the last task.

The policy could not be found.

When you click on the 'Advanced' button the following error is shown:

Sophos.UIController.Extension.UIControllerException: The creator of this fault did not specify a Reason.
at Sophos.Encryption.UI.EncryptionPolicyHandler.Edit(IntPtr parent, String name, String contentTag, IPolicyCallback policyCallback)
at Sophos.UIController.Product.Policy.<>c__DisplayClass7.<EditPolicy>b__6()
at Sophos.UIController.Product.Logging.LogMethod(MemberInfo method, Action func)
at Sophos.UIController.Product.Policy.EditPolicy(IntPtr parent, String name, String contentTag, IPolicyCallback policyCallback)

----- [outer exception] -----
-- error: 0x80040503
-- facility: Custom (Defined by the interface)
-- source: Sophos.Encryption.UI

at void __thiscall PolicyDialogViewer::ShowPolicy(struct ISMT_Policy *,class ATL::CWindow,const class bl::UIPermissions &,unsigned long,const class ProductReleaseData &,const class TranslationService &)
at __w64 long __thiscall CPolicyTreeCtrl::OnEditPolicy(unsigned int,__w64 unsigned int,__w64 long,int &)
at int __cdecl Run(int,class bl::CommandLine,enum bl::ConsoleType::Type)at int __stdcall wWinMain(struct HINSTANCE__ *,struct HINSTANCE__ *,wchar_t *,int)

First seen in

Enterprise Console 5.1.0

Cause

The Full disk encryption policy cannot be found because of a failure to access the database. This can be confirmed by accessing the file 'EncryptionFEService.log', located in:

XP/2003: C:\Documents and Settings\All Users\Application Data\Sophos\ManagementServer\log\
Vista+: C:\ProgramData\Sophos\ManagementServer\log\

which will contain the following error and warning:

2013-04-08 14:23:46,791 [34] [(null)] ERROR {EncryptionFEPlugin.GetPolicy} ==> GetPolicy failed. System.ServiceModel.FaultException`1[Sophos.Encryption.Entities.EncryptionFault]: Access to the encryption database failed! (Fault Detail is equal to Sophos.Encryption.Entities.EncryptionFault).
2013-04-08 14:23:46,791 [34] [(null)] WARN {Sophos.Management.Logging.Log4NetOperationInvoker.Invoke} ==> Exception: IEncryptionFEService.GetPolicy
System.ServiceModel.FaultException`1[Sophos.Encryption.Entities.EncryptionFault]: The creator of this fault did not specify a Reason. (Fault Detail is equal to Sophos.Encryption.Entities.EncryptionFault).

What To Do

  1. Edit the file 'BLService.exe.config', located in:

    32-bit: C:\Program Files\Sophos\Encryption\
    64-bit: C:\Program Files (x86)\Sophos\Encryption\


  2. The file contains the following section detailing the ConnectionString for the database:

    <connectionStrings>
    <add name="BLCommunication.Properties.Settings.SOPHOSENCConnectionString" providerName="System.Data.SqlClient" connectionString="Data Source=(local)\SOPHOS;Initial Catalog=SOPHOSENC52;Integrated Security=True"/>
    </connectionStrings>


  3. Ensure the 'Data Source' and  'Initial Catalog' values are correct. These will be dependant on the installation process used:

    See article 17323 for 'Sophos consoles and associated database names'
    See article 113030 for 'How to check which SQL instance your Sophos Management Server is using'

  4. Save any changes to this file
  5. Open services.msc and restart the Sophos Encryption Business Logic Service

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

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