Sophos Patch Endpoint Orchestrator service failed to start after installation

  • Article ID: 114442
  • Rating:
  • 4 customers rated this article 5.3 out of 6
  • Updated: 01 May 2014

Issue

Immediately after installing console 5.x the following error is shown on screen (a general Windows service control manager timeout error):

The service "Sophos Patch Endpoint Orchestrator" failed to start because the following error:
The service did not respond to the start or control request

No other errors are shown.

Other Sophos services might also have failed to start automatically but these service can be started manually.

The installation is most likely a distributed installation where the Sophos management server, SQL server hosting the SOPHOS50 database, and enterprise console are all installed on separate computers.

First seen in

Enterprise Console 5.0.0

Cause

The computer with the "Management Server" role cannot get access to the Internet. This is a known issue (DEF76699).

What To Do

Either ensure the computer running the Management Server role can connect to the Internet or, if this is not possible follow the steps below.

  1. Locate the Sophos Endpoint Orchestrator patch configuration file.
    e.g., \Program Files\Sophos\Patch\PatchEndpointOrchestrator\PatchEndpointOrchestrator.exe.config
  2. Open the file with Notepad
  3. Locate the line: <connectionStrings/>
  4. Add the following three lines immediately beneath the <connectionStrings/> line:
    <runtime>
    <generatePublisherEvidence enabled="false"/>
    </runtime>
  5. Save and close the file.
  6. Start the Sophos Patch Endpoint Orchestrator service from the Windows services list (Start | Run | Type: services.msc | Press Return).

The second release of Sophos Endpoint Security and Control 10 - approximately April 2012 - will set the value to false by default.

Technical Information

For more information on the 'generatePublisherEvidence' value please see: <generatePublisherEvidence> Element. Extract: "[Microsoft] recommend that services use the <generatePublisherEvidence> element to improve startup performance. Using this element can also help avoid delays that can cause a time-out and the cancellation of the service startup."

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

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