Device Not Found

Question

I am trying to re-install Sophos Endpoint on a computer. When I go to SERVICES.MSC on the computer, the Sophos items are grayed out. I tried to uninstall and I got the message "Tamper Protection must be disabled." The device does not show up on the list when I go to the Sophos dashboard. How do I fix this problem?

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intrusus · Answer

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,

Shweta · Answer

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.