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Safeguard Enterprise Client not synchronizing

Hi Pros,

I have a problem with a Windows 10 machine with Safeguard Enterprise. As I incidentially found out yesterday, the last synchronization took place on the 1st of August this year.

I tried everything I found on the web and everything I could think of except uninstalling Safeguard. I already went through the troubleshooting process as suggested by Sophos but could not solve the issue.

Does anyone of you have another suggestion? Otherwise I will really have to decrypt, uninstall and reinstall which I tried to avoid.

Winver: Windows 10 Version 1703 (Build 15063.674)
Safeguard: 8.00.2.16 (while client still shows 8.00.0.251)

Thanks in advance
Daniel

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0 FormerMember over 7 years ago

Hey Daniel,

Should the worst happen there's no need to decrypt, you can simply suspend BitLocker and uninstall/reinstall then resume BitLocker but I don't think that's needed here (or would help).

What's the user status on the machine? Are you an SGN Owner/User? Are you logging in through the SafeGuard tile?

Have you been through this troubleshooting guide? https://community.sophos.com/kb/en-us/109662
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0 astiadmin over 7 years ago in reply to FormerMember

Hey Toby,

sorry for the late reply and thanks for yours.

I am an SGN User and I have been through the TS guide already twice, yes. I already switched between https and http because we had other clients that could not connect via https for whatever reason. Interestingly my status window tells me that the last policy received was on Friday and the last certificate received on Oct. 5th. But still the last server contact says 1st of August.

Any suggestion?

Thanks
Daniel
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0 MichaelMcLannahan over 7 years ago in reply to astiadmin

I've had a few troublesome clients before that wouldn't sync. Generally a uninstall (if policy allows) and reinstall fixed them but as Toby said, decryption shouldn't be needed either.

Out of interest what does the client connectivity tool report back?

https://community.sophos.com/products/safeguard-encryption/f/sophos-safeguard-products/91142/checking-server-connectivity-with-client
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0 BrucekConvergent over 7 years ago

If the Server Certificate (SSL/TLS Cert) on IIS for the SafeGuard Server is expired or incorrect (not trusted, has a different SAN configured than is in use), I've found that synchronization fails silently.

CTO, Convergent Information Security Solutions, LLC

https://www.convergesecurity.com

Sophos Platinum Partner

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Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries. Use the advice given at your own risk.
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0 astiadmin over 7 years ago in reply to MichaelMcLannahan

The connectivity tool shows everything green. I ran that already before posting here. :-)
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0 astiadmin over 7 years ago in reply to BrucekConvergent

Thanks, but that is not the issue here.
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+1 MichaelMcLannahan over 7 years ago in reply to astiadmin

Then I'd try uninstalling the config and client and reinstalling?
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0 BrucekConvergent over 7 years ago in reply to astiadmin

You probably need to escalate the case with Sophos Support.

CTO, Convergent Information Security Solutions, LLC

https://www.convergesecurity.com

Sophos Platinum Partner

--------------------------------------

Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries. Use the advice given at your own risk.
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0 astiadmin over 7 years ago in reply to MichaelMcLannahan

Hi Michael,

yes, reinstalling everything fixed it.

Thanks
Daniel
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0 MichaelMcLannahan over 7 years ago in reply to astiadmin

Great news! Thanks for the update!

Michael
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