Enterprise Console: Sophos Message Router service terminated with Windows Event ID 7031

  • Article ID: 14449
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  • Updated: 01 Aug 2014


The following message is seen in the Windows Event log with Event ID 7031:

  • The Sophos Message Router Service terminated unexpectedly
  • The Sophos Message Router Service terminated unexpectedly. It has done this n times.

First seen in
Sophos Enterprise Manager 4.7.0
Sophos Control Center 4.0.1
Enterprise Console 4.5.0

What To Do

1. Remove any .msg files that have built up

For more information please see: The Envelopes folder in Endpoint Security and Control

2. Check Network Properties for Dell Remote Access Controller

It is possible that a Dell Remote Access Controller (RAC) is causing the Message Router Service to fail.

  1. Click Start | Settings | Network | Dial-up Connections.
  2. Right-click on Local Area Connection and click Properties.
  3. Check the list of components for a Dell Remote Access Controller, and if it is listed, disable it by unchecking the checkbox.
  4. The Message Router Service will start. RSM is reinstalled when an update is triggered.

3. Check the registry settings on client computers

If this is a client message router and the following registry key is empty, then the router will keep restarting:

  • 32-bit: HKLM\SOFTWARE\Sophos\Messaging System\Router\ParentAddress
  • 64-bit: HKLM\SOFTWARE\Wow6432Node\Sophos\Messaging System\Router\ParentAddress

The Router Log will state, 'There are no certificates in AuthStore'.

There is no entry for AuthStore in the registry on the client computers. If the ParentRouter entry is empty, the router believes itself to the parent and will look for a local AuthoStore and will fail.

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

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