Sophos Agent and Sophos Message Router services stop running following downgrade of a managed computer

  • Article ID: 110810
  • Updated: 03 Mar 2011

Issue
Sophos Agent and Sophos Message Router services stop running following the downgrade of a managed client computer.

Known to apply to the following Sophos product(s) and version(s)
Endpoint Security and Control, version 9.5

Operating System
Windows 2000 and above

What To Do

Go into Windows Services and restart the following services:

  • Sophos Agent
  • Sophos Message Router
  • Sophos EMLibUpdate Agent (where EMLibrary is present)
Technical background
This occurs in specific circumstances where the downgrade of an endpoint computer results in the version of RMS being downgraded to a lower version than that provided by your current version of Enterprise Console.

Service restarts are managed through the Windows Installer by means of something called a 'component'. Since the RMS installer (for example v 3.1) has found a newer version of the Router and Agent (for example v3.2), RMS will not initiate an installation of the two 'components' that contain the Router and the Agent, and also not call for a restart of the two services. i.e. the RMS installer has stopped the services, but does not restart them.

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

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