Customers may notice that a machine with the Sophos for Virtual Environments Guest VM Agent installed on it does not appear in the Protected GVMs log on the Security VM. KB125886 explains the normal expected causes for this however further investigation may show the below errors in the SGVM-Management-Service-Debug event log on the Guest VM:
Connecting to <SVM IP Address>
The below message will also be missing from the SGVM-Management-Service-Operational event log on the Guest VM:
Connected to <SVM IP Address>
This could be caused by a number of factors and the below article aims to explain and resolve these.
The following sections are covered:
Applies to the following Sophos products and versions Sophos For Virtual Environments
Initially it is useful to define a number of factors:
If the IP address of the Security VM relates to a Security VM that is no longer available on your network you should reinstall the Guest VM Agent and direct it to a new and active Security VM.
If Guest VM migration is enabled then the Guest VM Agent should pick a new Security VM from it's list of additional Security VMs. If this action appears to not be occurring correctly then please attempt to reinstall the Guest VM Agent and direct it to an active Security VM; from this action it should pick up and refresh its list of active additional Security VMs.
if the issue still occurs after the above is completed please contact Sophos Support.
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