Sophos Anti-Virus SBE: error "Sophos Control Center could not contact the component that downloads updates from Sophos."
The error message below can be displayed when attempting to open the Sophos Control Center in Sophos
"Error"
Sophos Control Center could not contact the component that downloads updates from Sophos. This may be caused by local network problems.
This error message can be encountered
- if the Sophos SBE Management Service has crashed, or the connection has failed
- if the SMTEMLIB DCOM object has failed to log on
- if the index file *.db has become corrupt
- if the two registry keys that store the name of the group that can administer the library, and the location of the library, are blank.
What to do
There are several different potential causes and solutions. Try these in order:
1. The Sophos SBE Management Service has crashed
This error may also be reported if your network cable is unplugged, or the network connection has failed.
- Check the cables and other network components.
- Restart the Sophos SBE ManagementService twice (you may also need to restart the Sophos Enterprise Manager Scheduler service). If the service has crashed it will fail on the first restart.
- Check whether you have access to the share. At the taskbar, select Start|Run and type:
\\<computername>\Sophos\\<computername>\SophosSBE
2. The SMTEMLIB DCOM object has failed to log on
If this has happened, the following error should be reported in the System Event Log:Event Type: Error
Event Source: DCOM
Event Category: None
Event ID: 10004
Date: 11/10/2004
Time: 09:29:56
User: N/A
Computer: EMILYW2KS
Description: DCOM got error "Overlapped I/O operation is in progress. " and was unable to logon EMILY2K\Sophos_AU_Server in order to run the server:
{3E6DAE76-A08D-4D70-B1D6-41C3AD4DD688}
- Check that the Sophos_AU_Server account is enabled, and has the following
rights: Log on as a service, Log on as a batch job, Act as part of the operating system - Run the SMTEMLIB DCOM component as the administrator. If you can run this DCOM component as administrator, set up a special administrator account to run all DCOM components that log on using the Sophos_AU_Server account. Grant this account the following rights: Log on as a service, Log on as a batch job, Act as part of the operating system.
- Check that the following are present
The Library share (sophossbe). Check that it has the correct permissions.
The following registry entries (please read the warning about editing the Windows registry)
HKLM\Software\Sophos\SBE\Management Tools
HKLM\Software\Sophos\Enterprise Manager
HKLM\Software\Sophos\SBE\Management Tools\CIDShare
in the above registry entry, check that the correct share is mentioned.
3. The index file *.db has become corrupt
The file 'C:\Program File\Sophos\Control Center\Library\Index\*.db' can become corrupt.
Try either of the following:
- Uninstall and reinstall the Sophos Control Center, then restart all of the workstations.
- Point the software at an older, uncorrupted database by editing the file 'db.inf'.
- Open the file 'db.inf' in Notepad.
- The string at the start of the file refers to the .db file currently in use. There are ten valid file names: 00000001.db, 00000002.db, 00000003.db, 00000004.db, 00000005.db, 00000006.db, 00000007.db, 00000008.db, 00000009.db, 0000000A.db (note: 00000000.db is not part of this sequence). You need to change the number to refer to the previous file in the series, and then change any character in the rest of the string after this number so as to initiate an update.
- For example, if the 'db.inf' file currently reads "000000046Z¨IkMeERyMu", change it to "000000036Z¨IjMeERyMu" (the '4' is changed to '3' and the 'k' to 'j'). On the next update, the uncorrupted database 00000003.db will be opened.
4. The group registry keys are blank
Try the following in order. Please read the warning about editing the Windows registry.
- Editing the registry
At the taskbar, click Start|Run. Type 'Regedit' and press Return. The registry editor opens.
Before you edit the registry, you should make a backup. On the 'Registry' menu, click 'Export Registry File'. In the 'Export range' panel, click 'All', then save your registry as Backup.
Locate the HKEY_LOCAL_MACHINE entry
HKEY_LOCAL_MACHINE\Software\Sophos\Enterprise Manager
- Changing the LibraryUsers value
- On a domain controller, modify the 'LibraryUsers' value to read:
DOMAIN\Sophos SBE Administrators
where 'DOMAIN' is the name of your domain. - If the computer is a workstation, then modify the 'LibraryUsers' value to read:
COMPUTERNAME\Sophos SBE Administrators
where 'COMPUTERNAME' is the name of your workstation.
- On a domain controller, modify the 'LibraryUsers' value to read:
- Changing the LocalSiteLocation value
Modify the 'LocalSiteLocation' value to read:\\COMPUTERNAME\SophosSBE
where 'COMPUTERNAME' is the name of your computer.
- Restarting the service
Restart the 'Sophos Enterprise Manager Scheduler' service.
- Regenerating the schedule
The schedule information will have been lost. To regenerate the schedule:- open the Sophos Control Center
- click 'Configure Updating'
- click 'OK'.
If you need more information or guidance, then please contact technical support.
- Article ID: 11718
- Created: 9 Aug 2004
- Last updated: 7 Oct 2008
