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Safeguard - Troubleshooting clients not syncing correctly

Hi,

Admittedly, I'm not fully upto speed on safeguard, we've got a random issue where some clients aren't syncing fully. The client from below example has been added successfully so there is no issue, however we get an odd one here or there that recieves a policy and has a timestamp on last server contacted however the client fails to recieve a key and cert.

Would anyone have any suggestions on how to troubleshoot single client issues, considering the same install is followed for each device ?

Thanks in advance.

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+1 MichaelMcLannahan over 6 years ago

Hi - If you're running V8 then this tool is very useful and works well

https://community.sophos.com/products/safeguard-encryption/f/sophos-safeguard-products/91142/checking-server-connectivity-with-client

The tool will work on V7 too if you copy across the correct files.

Are the users "confirmed" stand alone users or AD?
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0 Stuart Morrissey over 6 years ago in reply to MichaelMcLannahan

Thanks Michael, we're using V8 so that is quite a useful tool, I hadn't noticed that before.

Interestingly enough, I checked and communication was successful was to our primary safeguard server.

Each user is also a member of AD.
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0 MichaelMcLannahan over 6 years ago in reply to Stuart Morrissey

And does the user have a cert/key within the console?
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0 Stuart Morrissey over 6 years ago in reply to MichaelMcLannahan

MichaelMcLannahan Thanks a million for your help with this one.

As it turned out it was a combination of a few things causing it. 1: Duplicate accounts for the owner trying to sync to safeguard on the management console and 2: for some reason every so often sync just stops working. After a restart of the Safeguard server it seems to work everytime again.

The SGNCC tool is one I've used a fair bit since !
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0 Stuart Morrissey over 6 years ago in reply to MichaelMcLannahan

MichaelMcLannahan Thanks a million for your help with this one.

As it turned out it was a combination of a few things causing it. 1: Duplicate accounts for the owner trying to sync to safeguard on the management console and 2: for some reason every so often sync just stops working. After a restart of the Safeguard server it seems to work everytime again.

The SGNCC tool is one I've used a fair bit since !
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0 MichaelMcLannahan over 6 years ago in reply to Stuart Morrissey

Great news, thanks for the feedback!
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