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Enterprise Console: Sophos Management Service fails to start and displays error 1053

Issue
While upgrading from Enterprise Console version 2 to Enterprise Console version 3, the Sophos Management Service fails to start. If you attempt to start the service manually, the following error is displayed:

Error 1053 The service did not respond to the start or control request in a timely fashion

This issue occurs when the Enterprise Console 3 installer attempts to migrate the database information from the Enterprise Console 2 database to the new database. The upgrade can timeout when transferring large amounts of data.

Sophos product and version
Enterprise Console version 3

Operating system
Windows 2000, Windows XP, Windows Server 2003

What to do

Note : You cannot copy and paste commands from this webpage. The commands used in this article can be copied and pasted from the commands file. Open this file, and copy the required commands when following the steps below.

1. Check the status of the upgrade by :

  1. Opening a Windows command prompt on the computer on which you are performing the upgrade
  2. Typing (copy & paste doesn't work) the following command

osql -E -S servername\SOPHOS -d sophos3 -Q "SELECT UPGRADESTATUS from UPGRADE"

Note: If the command fails, substitute servername\SOPHOS with .\SOPHOS. If the number returned from running the above command is 2, the database has been successfully updated and this article is not relevant to the issue. Contact Sophos support for further assistance.

If the number returned is 1, this means the upgrade of the database is still in progress and has most likely timed out. Follow the instructions below to manually upgrade the database.

2. Manually upgrade the database

  1. Download the file spmod.sql to the root of your C drive.
  2. Open a command prompt on the computer on which you are performing the upgrade and run the following command:
    osql -E -S servername\SOPHOS -d sophos3 -i C:\spmod.sql
    This will prevent the upgrade procedure from timing out.
  3. Now manually force the upgrade of the database by running the following command from the command prompt:
    osql -E -S servername\SOPHOS -d sophos3 -Q "exec from2to3"
  4. Once the above command has completed, attempt to manually start the Sophos Management Service. This process may take some time especially if the database is very large.
  5. Open Windows Task Manager on the computer and select the Processes tab. You will see that the sqlserv.exe process uses large amounts of memory during the upgrade process. Once this stabilizes, check the upgrade status again by running the following command from the Windows command prompt:
    osql -E -S servername\SOPHOS -d sophos3 -Q "SELECT UPGRADESTATUS from UPGRADE"
    The number 2 should be returned showing the upgrade has been successful.
  6. Attempt to manually start the Sophos Management Service. If you still receive error 1053, go the next section.

3. Register the Sophos Management Service

  1. Open a command prompt and navigate to C:\Program Files\Sophos\Enterprise Console.
  2. Run the following command from the command prompt:
    mgntsvc.exe /regserver
  3. Once the command has completed, run the following command, keeping the command prompt open during this process:
    mgntsvc.exe
  4. When the mgntsvc.exe process disappears from Task Manager, check the status of the upgrade by running the following command:
    osql -E -S servername\SOPHOS -d sophos3 -Q "SELECT UPGRADESTATUS from UPGRADE"
    The number 2 should be returned showing that the upgrade has been successful.
  5. Run the following command to re-register the Sophos Management Service:
    mgntsvc.exe /service
  6. Start the Sophos Management Service.

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