Could not retrieve data (Internal communication error)

  • N°Id de l'article : 114292
  • Mis à jour : 14 janv. 2014

Issue

When attempting to open Enterprise Console | Events | Web Events the following error is encountered

Could not retrieve data (Internal communication error). Please refer to knowledgebase article 114292.

First seen in

Enterprise Console 5.0.0

Cause

The 'Sophos Management Host' service has been shut down or there are other environmental issues.

What To Do

Is the 'Sophos Management Host' service running?

  1. Close console.
  2. Open Windows services (Start | Run | Type: services.msc | Press Return).
  3. Locate the 'Sophos Management Host' service.
  4. Ensure that under the 'Log On As' column the service is running as the 'DB account'.
  5. Start the service.   
  6. Open console.
  7. Re-open the web event viewer.

If this fails to resolve the problem continue below.

Is the 'Kerberos Key Distribution Center' service started?

In a domain environment, ensure that the 'Kerberos Key Distribution Center' service is started on your domain controller (in the Windows services list).

Note: The following article may also be consulted for authentication failure causes: Error 0x80040507 when attempting to open the console event viewer.

If this fails to resolve the problem continue below.

Is the address of the management server in the configuration files correct?

  1. Close console.
  2. Open the file 'EnterpriseConsole.exe.config' in a text editor such as Notepad.  
    This file can be found in the same directory as 'EnterpriseConsole.exe'.  e.g., 'C:\Program files (x86)\Sophos\Enterprise Console\'.
  3. Search for the URLs in the file (there will be more than one) that address the Sophos management server.  They take the format:
    http://[Server]:[Port]/Sophos/[ServerSideComponent]
  4. Ensure that the addresses of the server in the above locations resolve correctly to the Sophos Management server and the port is correct.
  5. If the values are incorrect, update the file and save the configuration file.
    Note: Take a backup of the original configuration file prior to editing if you are in any doubt about making changes to the file.
  6. Open console.
  7. Re-open the web event viewer.

If this fails to resolve the problem continue below.

Is the UPN defined in the management server configuration files?

  1. Close console
  2.  Open the file 'EnterpriseConsole.exe.config' in a text editor such as Notepad.
    This file can be found in the same directory as 'EnterpriseConsole.exe'. e.g., 'C:\Program files (x86)\Sophos\Enterprise Console\'.
  3. Search for the line userPrincipalName. There should be two instances of this.
  4. If the user name is missing, or incorrect, correct them using the format <userPrincipalName value="userName@domain"/> and save the configuration file. Note: Take a backup of the original configuration file prior to editing if you are in any doubt about making changes to the file.
  5. Open console and attempt to re-open the web event viewer. 

If this fails to resolve the problem continue below.

Does the DatabaseUser have the necessary rights?

The database service account used by your management server needs specific rights and permissions.  See article 113954 for the user account requirements.

If this fails to resolve the problem continue below.

Testing the domain environment

In a domain environment it would be worth while running the Microsoft tool 'DCDiag.exe' to ensure there are no environmental issues.  The output of the tool will highlight potential problems with the environment such as if any services are not running.  For example, ensure that on the DC the 'Kerberos Key Distribution Center' service is started.

If this fails to resolve the problem continue below.

  1. Remove the user from the instance using the command (edit the DOMAINNAME to be the domainname or servername depending on the location of the Sophos DB Admins group):

    sqlcmd -E -S .\sophos -Q "IF EXISTS (SELECT * FROM sys.server_principals WHERE name = N'DOMAINNAME\Sophos DB Admins') DROP LOGIN [DOMAINNAME\Sophos DB Admins]"

  2. Re-add the user using the sql command:

    sqlcmd -E -S .\sophos -Q "CREATE LOGIN [DOMAINNAME\Sophos DB Admins] FROM WINDOWS WITH DEFAULT_DATABASE=[master], DEFAULT_LANGUAGE=[us_english]"

  3. Open the Windows list (Start | Run | Type: services.msc | Press return).
  4. Restart both the Sophos Management Service and the Sophos Management Host Service
  5. Install Microsoft SQL Management Studio Express if not already installed.
  6. Open SQL Management Studio Express, Connect to the SOPHOS instance using Windows authentication
  7. Expand SOPHOS50 | Security | Users | Sophos DB Admins | Properties | Securables |
  8. Ensure the following Schemas are listed with Execute and Select permissions: DirectoryService, SophosPatchClient and WebControl
  9. Close SQL Management Studio Express, restart the Sophos Management service and Sophos Management Host service.
  10. Open Sophos Enterprise Console

 

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

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