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Dennis H. Wiedeman

Dennis H. Wiedeman

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  1. Modify a Setting in the Register of the Enterprise Console
    1. Remote to Sophos0 and login
    2. Close the Enterprise Console
    3. Open the registry and navigate tot he following location: HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\UpdateManager\Security
      1. Delete the following key and its data: LogonKey
    4. Open the Console and select the "Update Managers" tab
    5. <Right Click> the primary SUM and select "Comply with Configuration"
    6. <Right Click> the primary SUM and select "Update Now"
    7. Monitor the console for 20 minutes for the software to finish reporting its status.  During this time, you should notice:
      1. Download Status -- Change to Downloading Binaries
      2. Configuration Column -- It may turn to Does Not Match
      3. After 20 minutes, the time / date stamps in the Last Updated and Download Status columns should update to the current date / time.  If nothing changes, move on to #2.
  2. Check the status of the Sophos Services
    1. Select Start | Run | type: services.msc
    2. Scroll down to the Sophos Services
    3. Stop the following services in this order:
      1. Sophos Message Router
      2. Sophos Agent
      3. Sophos Update Manager
      4. Sophos Management Service
    4. Ensure that any process named "SophosUpdateMgr.exe" are no longer running
    5. Start the above services in the same order
  3. Stop/Start Services and Delete the Envelopes Folder
    1. Stop the following services in this order
      1. Sophos Certification Manager Service
      2. Sophos Message Router Service
    2. Delete the Envelopes folder located at this path in Windows Explorer: C:\ProgramData\Sophos\Remote Management System\3\Router
    3. Start/Restart the following services in the following order:
      1. Sophos Message Router Service
      2. Sophos Certification Manager Service
      3. Sophos Management Service
      4. Sophos Update Manager Service
      5. Sophos Agent Service
    4. Open the Enterprise Console and select the "Update Managers" tab
    5. <Right Click> the primary SUM and select "Comply with Configuration"
    6. <Right Click> the primary SUM and select "Update Now"
    7. Monitor the console for 20 minutes for the software to finish reporting its status.  During this time, you should notice:
      1. Download Status -- Change to Downloading Binaries
      2. Configuration Column -- It may turn to Does Not Match
      3. After 20 minutes, the time / date stamps in the Last Updated and Download Status columns should update to the current date / time.  If nothing changes, move on to #3.
  4. Uninstall the SUM and Remote Services Manager and reinstall -- Not recommended by level 2 techs, but is being used by level 1 support.