Sophos Update Manager (SUM) Problems

One of the most fragile parts of the Sophos Enterprise Console is the Sophos Update Manager (SUM).  We've had to work with Sophos about 6 times in the past 4 months to get the SUM working correctly.  More often than not, the updates are still occurring to the local systems.  It's just they aren't registering in the Management service for some reason.  The following are the approaches provided by Sophos Technical Support to try to clear up problems with the SUM.  A 2nd level technician did not suggest approach #3, as deleting entire applications was too intrusive:

1. telnet loclhost 8192 -- You can check to see whether or not you make a connection to the SUM via telnet
2. Modify a Setting in the Registry of the Enterprise Console
   1. Remote to Sophos0 and login
   2. Close the Enterprise Console
   3. Open the registry and navigate to the 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 -- This should change to Downloading Binaries
      2. Configuration Column -- It should turn to Does Not Match
      3. It may take up to 20 minutes for the system to update; 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.
3. 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
4. Stop/Start Services and Delete the Envelopes Folder
   1. Stop the Sophos Certification Manager Service
   2. Stop the Sophos Message Router Service
   3. Delete the Envelopes folder located at this path in Windows Explorer: C:\ProgramData\Sophos\Remote Management System\3\Router
   4. Stop the Sophos Agent Service
   5. Stop the Sophos Update Manager Service
   6. Stop the Sophos Management Service
   7. Start the Sophos Message Router Service
   8. Start the Sophos Certification Manager Service
   9. Start the Sophos Agent Service
   10. Start the Sophos Update Manager Service
   11. Start the Sophos Management Service
   12. Open the Enterprise Console and select the "Update Managers" tab
   13. <Right Click> the primary SUM and select "Comply with Configuration"
   14. <Right Click> the primary SUM and select "Update Now"
   15. 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 #4.
5. Uninstall the SUM and Remote Services Manager and reinstall -- Not recommended by level 2 techs, but is being used by level 1 support.