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Mac Client not showing on Dashboard

rdiv

My son signed up for the free trial (not realizing it was for business).  He logged on, installed the software from the cloud interface.  Realized his mistake and tried to uninstall.  It asks for a Tamper Protection password, however, when he enters the tamper protection password from his cloud account, it does not work.  Also his device (a MacBook) does not show up on the cloud account.

I tried redownloading the installer from the account and installing.  It installs successfully, but never shows up on the web interface,  I have tried the Update Now function to no avail.  Since he cannot turn off the web protection without the password, and it will not allow him to download PDF's, even from the university's site, it renders the computer useless for many of his assignments.

Anyone have any ideas on how to force the client to sync up with his cloud account so he can use the Tamper Protection password and adjust the settings or uninstall?

Thanks in advance, we would really appreciate any assistance.

:54401


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  • 0
    Thank you,
    I found that post originally. But we tried both methods described in that video. They didn't work. I believe they would work if the client was communicating with the cloud account. However, no computers are listed in the cloud account. So I'm pretty sure the client isn't checking in with the cloud for the TP password ir whether it is enabled or not. Is there a way to get it synced up with the proper cloud account?

    Is it possible that it is connected to the wrong cloud account? It asked him to put in a company name when he signed up and since he is a student he put in Ohio State University [Main Campus]. When I saw it typed out like that I assume he picked it from a list during sign up.
    :54411
  • 0
    Would this article Help to get it back online so we can get it uninstalled?
    http://www.sophos.com/en-us/support/knowledgebase/120825.aspx
    :54545
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