sophos agent is not updated

Question

Hi 
 
 After installing Sophos agent, the agent is not communicating with central. 
 I put the password in the agent, after that I can not select the 4 hours disabled protections. 
 When I disable the temper protection, but the agent is not communicating with the central, so the agent is not getting the update. 
 In safe mode I can not uninstall or unload the agent. 
 
 Any idea what can I do?

Rutvik Chavda · Answer

Hello, Shay Hanya , 
 We appreciate your reaching out to the Sophos Community Forum. 
 You could try to re-register the agent after turning off tamper protection. 
 
 In Sophos Central, go to Devices. 
 Click your concerned endpoint/server. 
 On the SUMMARY page, scroll down, then click View password details under Tamper Protection. 
 Note the password when you select the Show Password box under Tamper Protection Password Details. 
 Sign in to your concerned Windows endpoint. 
 Double-click the Sophos Endpoint on the Taskbar. 
 Click Admin, sign in, and enter the password you noted earlier. 
 Click the Admin sign-in button. 
 Select Settings from the top menu. 
 Tick the box near the top for Override Sophos Central Policy for up to 4 hours. 
 Move the slider of Tamper Protection to the left. 
 After Disabling the Tamper protection from the sophos agent, 
 Download the new setup file from Sophos Central. 
 Open the command prompt as an administrator and type cd <location of the SophosSetup.exe> 
 Use the "SophosSetup.exe --registeronly" (without quotes) command to re-register the product on individual devices. 
 Please check it in Sophos Central; the devices will get updated. 
 
 If the issue persists, I suggest you reinstall the sophos on the device. To uninstall sophos from the device, you can use the sophos ZAP tool. 
 Please refer to this article for the sophos ZAP tool: https://support.sophos.com/support/s/article/KBA-000006929?language=en_US . 
 Regards,