Device Not Found

Hi,

maybe your device got deleted on Sophos Central.

Tamper Protection passwords can be retrieved for deleted endpoints and servers from Sophos Central. This option is located in Logs & Reports > Recover Tamper Protection passwords. This password can be used to authenticate on the local endpoint or server, allowing access to the Settings and the option to disable Tamper Protection.

Here you can open a list of deleted endpoints and click on View Password Details to get the last tamper protection code, to be able to uninstall Intercept X.

Please provide feedback if this helped

Thanks,

I went to the Recover Tamper Protection link and the device was not there. I thought that if I ran a scan using Sophos Endpoint Agent it would be picked up but it wasn't.

This is strange, indeed.

Please do the following:

1. On the affected device, go into Intercept X and check the About Page and Click on Update Now
2. Check then if your device is displayed on Sophos Central
3. If not displayed there: Check the device status on Intercept X at About > Run Diagnostic Tool. Look if there is a warning or an error displayed

Please provide feedback, then we can investigate further. 

Thanks

That still didn't work.

I ran the Diagnostic Tool and this is the website link it created: https://sdu-feedback.sophos.com/prod/5631610c-a8b2-5b85-95de-22658599975b_2020-12-03-20-01-47.zip

The Diagnostic Tool also said "Last communication failed with error '401'".

Hi Sophos User3457

Could you please try to recover tamper protection with the help of this article and then re-register the endpoint on the central dashboard with the following steps:

• Stop the Sophos MCS Client and Agent service on the endpoint
• Delete the files Credentials, EndpointIdentity.txt and those with the .xml extension.
   
  • Windows 7 and later: C:\ProgramData\Sophos\Management Communications System\Endpoint\Persist
• Restart the MCS agent services

You can also uninstall completely with the help of the Sophos ZAP tool and then re-install the endpoint.

I ended up using the Sophos Zap application and re-installed the program. When I went into Safe Mode and did all the steps the Sophos items in Services were still grayed out. I tried to uninstall the program after doing all the steps and I got the message "Uninstallation failed. Update is currently in progress. Please wait for the update to finish." Thank you for the steps and the application.

Hi Sophos User3457

Could you please check under C:\Windows\Temp for Sophos uninstall logs and provide the exact error you are seeing? A screenshot of the Sophos endpoint Endpoint self-help with installed components would be helpful

Sophos Standalone Engine Install Log 20201204 142415.txt

I don't have a screenshot of the error message any more. This is one of the log files that were created. Right now the device is shown on the Sophos dashboard.