Sophos Patch services fail to start following upgrade of Enterprise Console

  • Article ID: 118456
  • Updated: 08 Feb 2013

Issue

After upgrading to Enterprise Console version 5.2 the following services fail to start.

  • Sophos Patch Endpoint Communicator
  • Sophos Patch Endpoint Orchestrator
  • Sophos Patch Server Communicator

If you attempt to start any of the services from the Windows Services list they fail with the following error:

The [Service Name] service on Local Computer started and then stopped. Some services stop automatically if they have no work to do, for example, the Performance Logs and Alerts service.

First seen in

Enterprise Console 5.2.0

Cause

As part of the upgrade of the management server role, UpgradePatchDB.exe has not successfully upgraded the new SOPHOSPATCH52 database.

See the 'Technical Information' section below for more information.

What To Do

The reason for the failure should be checked using the Windows event log and once confirmed you can manually upgrade the Sophos Patch database. Follow the section below to confirm the issue.

1. Confirm the issue from the Windows event log error

In the Windows Application event log (Start | Run | Type: eventvwr.msc | Press return) check for the following errors from 'Event Source' Sophos Patch':

Description:
PID [Number] : TID [Number]
Service could not be started.
-- System Exception Details --
Message: Default upgrade status detected.
Type: Exception
Source:
Stack Trace:
Help Link:
-- Evidence At Publish --
For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

If you see this error: continue with section two below.

2. Manually upgrading the Sophos Patch database

At the Sophos management server computer:
  1. Open a command prompt (Start | Run | Type: cmd.exe | Press return).
  2. Run the following command:
    • 32-bit: "C:\Program Files\Sophos\Enterprise Console\UpgradePatchDB.exe" -sourceVersion=51 -debug
    • 64-bit: "C:\Program Files (x86)\Sophos\Enterprise Console\UpgradePatchDB.exe" -sourceVersion=51 -debug

    Note: The command should be run as an account with sufficient rights on the SQL Server.

  3. Once complete, attempt to start the following services from the services list (Start | Run | Type: services.msc | Press return):
    • Sophos Patch Endpoint Communicator
    • Sophos Patch Endpoint Orchestrator
    • Sophos Patch Server Communicator

Note: Running the commands in point one above will carry out the steps detailed in the Technical Information section below.

Technical Information

When upgrading an installation from Enterprise Console 5.1, the following events should take place:

  1. The new patch database 'SOPHOSPATCH52' is created in the SQL Server instance. This is created by the 'database' component of the upgrade or install.
  2. As part of the 'server' component upgrade an executable called 'UpgradePatchDB.exe' is called. This connects to the new SOPHOSPATCH52 database and executes the stored procedure 'dbo.usp_FromX'.  This stored procedure in turn calls the stored procedure 'dbo.usp_From51To52' which transfers the data from the previous database, SOPHOSPATCH51 to the new SOPHOSPATCH52.  Once complete, 'dbo.usp_FromX' set the 'UpgradeStatus' to 2 in the table 'dbo.Upgrade'.  This value is checked by the services of patch at startup to ensure the database has been successfully updated.  If the value is 0 for example (rather than 2 (upgraded)), the services will fail to start as described in the Issue section of this article.

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

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