Sophos Management service fails to start after uninstalling a previous version of the Enterprise Console

  • N°Id de l'article : 113946
  • Mis à jour : 14 août 2013

Issue

After a fresh installation of Sophos Enterprise Console version 5.x the management service will fail to start and an error will be logged in the Application event log pointing to this article.

First seen in

Enterprise Console 5.0.0

Cause

The installer cannot determine if you want to migrate existing data from an previous Sophos database or perform a fresh install.

If you previously uninstalled an older version of Sophos Enterprise Console the Sophos database is not removed from the SQL server - this is by design. 

The database names that correspond to the different versions of Enterprise Console can be found in article: 17323.

If the Sophos Enterprise Console version 5.x installer detects a previous Sophos database on what it considers a fresh installation the Sophos Management service will fail to start.

What to do

If you require your existing groups and policies to be migrated to the new database

  1. Run the UpgradeDB.exe tool to migrate your existing data to the new database.  See article 17323 for a list of possible database names.
  2. After the migration has completed, start the Sophos Management Service (Start | Run | Type: services.msc | Press return).

If you do not require your existing groups and policies to be migrated to the new database and want to perform a fresh install

  1. Drop the previously installed Sophos databases that are no longer required from the SQL instance being used.

    Note: As an example the step below will drop (delete) the SOPHOS47 database from a local SOPHOS named SQL Server instance.

    Important: We recommend you backup your existing Sophos database using backupdb.bat or a similar tool first.

    1. On the server running the SQL server open a command prompt (Start | Run | Type: cmd.exe | Press return).
    2. Type: sqlcmd -E -S .\SOPHOS -Q "drop database SOPHOS47"
      Where: 'SOPHOS' is the SQL instance name and "SOPHOS47" is the existing database name.
  2. On the management server start the Sophos Management Service (Start | Run | Type: services.msc | Press return).

 
Si vous avez besoin de plus d'informations ou d'instructions, veuillez contacter le support technique.

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