Sophos Control Center 4: “Sophos Management Service” fails to start with “Error 0x80004005: Unspecified error”

  • ID dell'articolo: 66222
  • Aggiornato: 09 apr 2013

Issue
When you attempt to start the Sophos Management Service from the Windows Service Control Manager, an error is displayed:

Could not start the Sophos Management Service on Local Computer.
Error 0x80004005: Unspecified error

If you then attempt to launch the Sophos Control Center (with the service not started) the following error is displayed:

Management server connection failed
Could not connect to the Management Server.
This may be due to one of the following:
• Local network problems
• Management service has stopped on the server
• Your database service has stopped.
Either attempt to reconnect or close the application. Attempting to reconnect may take a few minutes.

Clicking 'Reconnect' fails.

Known to affect the following Sophos products and versions
Sophos Control Center, version 4

What to do

This article only applies to Sophos Control Center 4.  For Enterprise Console/Manager refer to article 111898.

To troubleshoot this error work through each of the following sections in turn.

1. Is the required database service running?

  1. Go to Start|Run and type services.msc then click 'OK'.
  2. Locate the service which represents the instance in which the Sophos database resides. This is typically named:
    SQL Server (SOPHOS)
    however, the service may have a different name if you are using a custom database instance or a different version of SQL.
    • If this service is running, go to section 3.
    • If this service is not running, start this service, then go to section 2.

2. Can you restart the Sophos Management Service?

When the above service which represents the instance in which the Sophos database resides has started, try to restart the Sophos Management Service. If you

  • can restart the Sophos Management Service then the problem should be resolved.
  • cannot restart the Sophos Management Service, go to section 3.

3. Does the designated Sophos instance contain a SOPHOS4 database?

  1. At a command prompt, run the command:
    OSQL -E -S .\SOPHOS -Q "SELECT Name FROM SYSDATABASES"
    where:
    .\SOPHOS represents the local Sophos named instance.

    NOTE To confirm that SOPHOS is the correct instance name, you can check one of the following registry keys depending on your operating system environment :

      • HKLM\Software\Sophos\EE\Management Tools\Database Installer\Instance
      • HKLM\Software\wow6432node\Sophos\EE\Management Tools\Database Installer\Instance

    In this example, the above registry key should contain SOPHOS, as this is the instance name in this example. This command should return a list of databases attached to this instance, such as: master, tempdb, model, msdb, SOPHOS4

2. If running the command

  • does not return a database named SOPHOS4 you need to create a SOPHOS4 database in this database instance. For details of how to do this go to section 4.
  • If the above command does list a SOPHOS4 database, what is the reported state of the install? Please go to section 5.

4. Steps to create a SOPHOS4 database
Note: Only perform this section if you have been redirected here from another section in this article.

IMPORTANT: This will drop and re-create the SOPHOS4 database. If you are in any doubt please contact Sophos technical support before carrying out this section.

  1. Ensure that the security group "Sophos DB Admins" exists.
    N.B. This will be a domain group if installing on a domain controller and a local group if installing on a member server or installing in a workgroup environment.
    • If this group does not exist you must create it manually. Ensure that Administrator, Domain Admins and Enterprise Admins are members (or as appropriate to your environment). Then work through steps 2-7
    • If it does exist go to step 2.
  2. Go to Start|Run and type cmd then click 'OK'.
  3. At the command prompt type CD "%programfiles%\sophos\SCC\DB"
  4. Do one of the following depending on where you are installing:
    • If you are installing on a domain controller, type
      InstallDB.bat .\sophos [DomainName] SOPHOS4 ManualDB.log
      Where: [DomainName] should be in the “Domain NetBIOS name” form. E.g. DOMAIN, not the full DNS name for the domain, E.g. DOMAIN.local.
    • If you are installing on a member server or in a workgroup environment, type
      InstallDB.bat .\sophos [MachineName] SOPHOS4 ManualDB.log
      Substituting the correct values in place of the text in the square brackets.
  5. Once the SOPHOS4 database has been created, test connecting to it by running the command:
    OSQL -E -S .\sophos -d SOPHOS4
    If this fails please repeat the steps in section 3 to check the SOPHOS4 database exists in the database instance.
  6. Execute the following command:
    OSQL -E -S .\sophos -d SOPHOS4 -Q "EXEC dbo.DataDefaultsSBE"
    This will customise the SOPHOS4 database for Sophos Control Center 4.
  7. If this is an upgrade from Sophos Control Center 2, go to section 9, otherwise continue.
  8. Attempt to start the Sophos Management Service.
    • If the service starts this issue is now resolved.
    • If the Sophos Management Service does not start go to section 6.

5. Check the upgrade status of the SOPHOS4 database.

To establish the upgrade status:

  1. Go to Start|Run and type cmd.exe then click 'OK'.
  2. OSQL -E -S .\SOPHOS -d SOPHOS4 -Q "SELECT UpgradeStatus from UPGRADE"
    where:
    SOPHOS4 represents the database name
    .\SOPHOS represents the local Sophos named instance.

    This should return a value of 2 if:

    • this is a clean install.
    • the upgrade from a previous version has completed successfully.
  3. According to the value returned, proceed as follows
    • If the returned value is a "2" go to section 6.
    • If this is not a 2 AND this is a fresh installation, go to section 6.
    • If this is not a 2 AND it is an upgrade from a previous version, go to section 8.

6. Check the registry keys related to the database if the management service still fails to start.

  1. Read the warning about editing the registry, then take a backup of the relevant key before editing it.
  2. Open Regedit and depending on your operating system environment navigate to one of the following:
    • HKLM\Software\Sophos\EE\Management Tools\DatabaseUser\
    • HKLM\Software\wow6432node\Sophos\EE\ Management Tools\DatabaseUser\
  3. This key contains 4 values:
    DatabaseUserDomain
    DatabaseUserName
    DatabaseUserPassword
    UseClearText
    Ensure that the first three contain blank values and UseClearText is set to 0. (The Sophos Management Service of version 4.x does not need to connect to the database as a specific user if the database is on the same computer.)

    Important: Enterprise Console 5.x requires these keys, they should not be blank. They should contain the database account details.  For more information see article: 113954.

  4. Restart the Sophos Management Service.
    • If the service starts this issue is now resolved.
    • If the service does not start, go to section 7.

7. Check the database connection string

  1. Read the warning about editing the registry, then take a backup of the relevant key before editing it.
  2. Open Regedit and depending on your operating system environment navigate to one of the following:
    • HKLM\Software\Sophos\EE\Management Tools\DatabaseConnectionMS
    • HKLM\Software\wow6432node\Sophos\EE\Management Tools\DatabaseConnectionMS
  3. This value should enable the Sophos Management Service to locate the correct database instance and database. In the scenario where the database is on the same machine as the Sophos Management Service it should contain:
    Provider=SQLOLEDB;Integrated Security=SSPI;Initial Catalog=SOPHOS4;Data Source=[servername]\SOPHOS;
    where the values to check are:

    Initial Catalog=SOPHOS4 is the name of the SOPHOS4 database
    Data Source=[SERVERNAME]\SOPHOS is the combination of the machine name and the database instance name.

    If the values in the string differs from the above, correct the string with the right database name, server name and instance name.

  4. Try again to start the Sophos Mangement Service.
      • If the service starts this issue is now resolved.
      • If the service does not start, contact Sophos Technical Support.

8. Check the previous databases

  1. Check that the previous SOPHOS2 database exists in the instance.
    OSQL -E -S .\SOPHOS -Q "SELECT Name from sysdatabases"
    where:
    .\SOPHOS represents the local Sophos named instance.
    This should list the previous database SOPHOS2 and the new SOPHOS4 database.
  2. If the command returns a SOPHOS2 database and a SOPHOS4 database attempt to upgrade the data, to do so, go to section 9.
    If the command does not list a SOPHOS2 database, this is not an upgrade and the previous Upgrade Status check (as tested in section 5) did not return a 2 we can safelty attempt to recreate the SOPHOS4 database as per section 4.

9. Performing an upgrade manually

This will move the data from the SOPHOS2 database installed as part of Sophos Control Center version 2 into the SOPHOS4 database.

  1. Go to Start|Run and type cmd.exe then click 'OK'.
  2. Type the command:
    "%programfiles%\sophos\SCC\UpgradeDB.exe" -sourceVersion=2
  3. Once this completes it should set the UpgradeStatus in the database to a 2.
  4. Check the UpgradeStatus
    • Go to Start|Run and type cmd.exe then click 'OK'.
    • OSQL -E -S .\SOPHOS -d SOPHOS4 -Q "SELECT UpgradeStatus from UPGRADE"
      where:
      SOPHOS4 represents the database name
      .\SOPHOS represents the local Sophos named instance.
  5. If UpgradeStatus = 2, attempt to restart the Sophos Management Services.
    If UpgradeStatus is not 2, please contact Sophos technical support.

 
Per maggiori informazioni o per assistenza, vi preghiamo di contattare il supporto tecnico.

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