Customers may encounter issues when installing the Security VM component of Sophos for Virtual environments following the release of version 1.3.0 if they are using older installers (1.2.0 or earlier) in Sophos Enterprise Console managed environments.
This is due to a significant reworking of the underlying platform and security of the Security VM.
This article describes the potential issues and how to resolve them.
The following sections are covered:
Applies to the following Sophos products and versions Sophos For Virtual Environments 1.3.0
Customers may experience an issue wherein installing the Security VM using an older installer on an ESXi host will fail and the below error message will be displayed in the installer:
Error: Failed to deploy SSVM: [InvalidGuestLoginFault]: Failed to authenticate with the guest operating system using the supplied credentials.
Due to the security changes made for Sophos for Virtual Environments 1.3.0 the old installer does not have permissions to carry out a number of the configuration tasks required.
To resolve this issue Customers should download a fresh 1.3.0 installer from their Sophos Portal.
This issue should only affect customers in Enterprise Console managed estates. If you are seeing this issue in a Sophos Central managed estate please refer to KBA 133060.
Customers may notice that a freshly installed Hyper-V Security VM, deployed using an older installer (1.2.0 or earlier) may show as disconnected in their Enterprise Console briefly following the initial deployment. This should only last for up to 10 minutes - after which the Security VM should report in correctly.
Due to the use of the old installer the Security VM will need to perform an upgrade to 1.3.0 following deployment. This process can take up to 10 minutes.
If after 10 minutes the Security VM has still not reported in; customers are recommended to download a fresh 1.3.0 installer from their Sophos Portal and re-attempt deployment. If this still fails please gather a set of diagnostic logs from the Security VM and contact Sophos Support.
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