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Deleted User in Sophos Cloud and now i get an Failled With Error "401 Unauthorized)

Hello there.

We are installing Sophos Endpoint but now is the fact, there was a person with a computer but she got fired.

We take that computer and made a new profile on it.

I saw that person in my sophos cloud but i thought my college did a complete new install, so i deleted that person in my sophos cloud.

But now i was watching if this new person came up in my cloud, but that doesn't happen.

My coworker only made a new profile, so now i got this problem.

When i open Sophos Endpoint Self Help i see a "Failed with error '401 Unauthorized."

How can i manage it to get it back in my cloud to manage it or de-install it, since its not possible to get a tamper protection password anymore.

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0 SecBug over 7 years ago

Hey Jelle.

You'll need to do some work locally on the machine to disable Sophos Endpoint Defence (that provides the Tamper Protection functionality). You can do this by following the instructions in the following knowledgebase article. Once you have disabled Tamper Protection, you can perform an uninstall and then a reinstall.

https://community.sophos.com/kb/en-us/124377
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0 Jelle Dop over 7 years ago in reply to SecBug

Thanks,

I will try and get back to you if it worked
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0 Jelle Dop over 7 years ago in reply to Jelle Dop

Hi there,

that worked thanks a lot.

Then i got one last question.

When i reinstalled sophos endpoint and go to about. And then run a diagnostic tool i get 1 error in management communication that says: https://drz-msc-amzn-eu-west-1-9af7.upe.p.hmr.sophos.com/sophos/managment/ep could not be reached. Is this a problem or do i need to add someting to my firewall?

Or could it be becasue i logged in as administrator?

Thanks for all the answers btw, i really appreciate it.

Jelle
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0 SecBug over 7 years ago in reply to Jelle Dop

Hey Jelle,

This may have just been a one off communicating back to Central. Is the endpoint looking like it is communicating with Central? Are you seeing recent events from it in the Logs/Reports > Events section of Central?

If the issue persists, I would suggest opening that URL above in Google Chrome. Please then view this video: https://www.youtube.com/watch?v=HKZUQ5VGtSM

Follow it through and please take a screenshot of the View Certificate > General tab. I'm concerned that, if the issue persists, that you have some kind of web gateway that is interfering with the communication and possibly changing the SSL certificate for SSL inspection.
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0 SecBug over 7 years ago in reply to Jelle Dop

Hey Jelle,

This may have just been a one off communicating back to Central. Is the endpoint looking like it is communicating with Central? Are you seeing recent events from it in the Logs/Reports > Events section of Central?

If the issue persists, I would suggest opening that URL above in Google Chrome. Please then view this video: https://www.youtube.com/watch?v=HKZUQ5VGtSM

Follow it through and please take a screenshot of the View Certificate > General tab. I'm concerned that, if the issue persists, that you have some kind of web gateway that is interfering with the communication and possibly changing the SSL certificate for SSL inspection.
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