Note: This article is to be used with the Sophos Endpoint Self Help tool found in Sophos Central Windows Endpoints only. This article is linked from the Sophos Endpoint Self Help (ESH) tool and provides troubleshooting steps when the utility reports a bad health state against Management Communication.
To perform the troubleshooting steps in this article:
The listed sections provide guidance on areas to check. We suggest you go through each section in order to troubleshoot Management Communication issues. If the guidance does not assist in resolving your issue, raise a support case as detailed under Additional steps. Once available, further information will be provided in the Advanced troubleshooting guidance linked in the Related Information section.
If the Connection Details information does not appear:
The following sections are covered:
Applies to the following Sophos product(s) and version(s) Endpoint Self Help Tool
Cross reference the Last Communication timestamp with the Last Successful timestamp. Check for any significant changes to the network infrastructure since the Last Successful timestamp.
Check that the Proxy address is correct and current. Confirm no Proxy changes have taken place since the Last Successful timestamp that could affect connection to the Server address.
The Proxy address will not appear if you are using a Message Relay. Instead Message Relay will display with the server configured to be a Message Relay.
Once the previous steps have been performed, click Refresh in ESH to check if the issues have been resolved. If the issues remain, open a support ticket and provide:
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