Unable to install Sophos Patch Assessment Agent on Windows Server 2008 machines

  • Article ID: 118286
  • Updated: 09 Jan 2014

Issue

There is a failure seen after installing Sophos Patch Agent.  It continually fails on the register process and says:

Endpoint does not have any communication interfaces

Point of failure from the trace logs

09/06/12 10:18:16|TID: 416|ID: 2147500037|File: Communicator.cpp|Line: 184|Evidence: Info Msg: Error occurred while getting Communication Version. Setting to v100 Stack Dump:
09/06/12 10:18:16|TID: 416|ID: 0|File: StackLogger.h|Line: 33|Evidence: Exiting: SophosPatch::CCommunicator::Init
09/06/12 10:18:16|TID: 416|ID: 0|File: StackLogger.h|Line: 27|Evidence: Entering: SophosPatch::CCommunicator::RegisterWithServer
09/06/12 10:18:16|TID: 416|ID: 0|File: Communicator.cpp|Line: 386|Evidence: Info Msg: Registration is required... beginning registration process
09/06/12 10:18:16|TID: 416|ID: 0|File: Communicator.cpp|Line: 402|Evidence: Info Msg: Registering with server...
09/06/12 10:18:16|TID: 416|ID: 0|File: StackLogger.h|Line: 27|Evidence: Entering: PatchServerRequest
09/06/12 10:18:16|TID: 416|ID: 0|File: Communicator.cpp|Line: 63|Evidence: Info Msg: Endpoint does not have any communication interfaces
09/06/12 10:18:16|TID: 416|ID: 0|File: StackLogger.h|Line: 33|Evidence: Exiting: PatchServerRequest
09/06/12 10:18:16|TID: 416|ID: 2147500037|File: Communicator.cpp|Line: 414|Evidence: Info Msg: Unable to register with server. The registration process will need to be attempted again.
09/06/12 10:18:16|TID: 416|ID: 0|File: StackLogger.h|Line: 33|Evidence: Exiting: SophosPatch::CCommunicator::RegisterWithServer

From the session logs

09/06/12 10:18:16|TID: 416|ID: 2147500037|File: Communicator.cpp|Line: 184|Evidence: Info Msg: Error occurred while getting Communication Version. Setting to v100 Stack Dump:
09/06/12 10:18:16|TID: 416|ID: 0|File: Communicator.cpp|Line: 386|Evidence: Info Msg: Registration is required... beginning registration process
09/06/12 10:18:16|TID: 416|ID: 0|File: Communicator.cpp|Line: 402|Evidence: Info Msg: Registering with server...
09/06/12 10:18:16|TID: 416|ID: 2147500037|File: Communicator.cpp|Line: 414|Evidence: Info Msg: Unable to register with server. The registration process will need to be attempted again.
09/06/12 10:18:16|TID: 416|ID: 0|File: RegisterAction.cpp|Line: 127|Evidence: Info Msg: Unable to register - rescheduling
09/06/12 10:18:16|TID: 416|ID: 0|File: Action.cpp|Line: 89|Evidence: Complete: Register

First seen in

Sophos Patch Agent
Sophos Anti-Virus for Windows 2000+

Cause

The PrimaryServerUrl registry value is missing (not empty

What To Do

The PrimaryServerUrl registry value is missing (not empty) from the below key:

HKLM\SOFTWARE\[Wow6432Node]\Sophos\Sophos Patch Agent\

This should be a string value in the format:

http://server.domain.com:80

Changed the server and port details as required

Important: Do not confuse the key mentioned above with the key:

HKLM\SOFTWARE\[Wow6432Node]\Sophos\Sophos Patch Agent\Setup

...as documented in article 113976.

Add the server and port details as above. If this doesn't resolve the issue then supply agent logs (trace and session) as previously mentioned, and also an export of the HKLM\SOFTWARE\[Wow6432Node]\Sophos\Sophos Patch Agent\ registry key.

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

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