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SOPHOS CHILD NOT SHOWING IN UPDATE MANAGER SOPHOS CONSOLE

Hi I need help,

When installing sophos child in diffrent location it is not showing in update manager. Successful installation of sophos endpoint and SUM. Also, sophos endpoint is updated.

When installing child in the same building it is working. My only problem is sophos endpoint and sophos child is not appearing from different location but pingable from the Headquarter.

Thanks

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0 QC over 6 years ago

Hello john crisostomo,

ping doesn't tell much when it comes to TCP/UDP communication.

Maybe there's a firewall which blocks the required ports, 8192 and 8194 from child to HQ, 8194 from HQ to child. If this doesn't seem to be the cause please check the Network Communications Report and also the Router logs in %ProgramData%\Sophos\Remote Management System\3\Router\Logs\.

Christian
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0 john crisostomo over 6 years ago in reply to QC

"please check the Network Communications Report and also the Router logs in %ProgramData%\Sophos\Remote Management System\3\Router\Logs\."

where can i check this? in SEC or in child?

OK, i'll try to ask our network guy to check on ports. maybe there is a blocking. Thanks
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0 john crisostomo over 6 years ago in reply to QC

By the way I forgot. Because there is no other unit from the branch. we used windows 7 for child. is that ok? if not i'll ask them to reformat the unit to windows server.

Thanks
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0 QC over 6 years ago in reply to john crisostomo

Hello john crisostomo,

please check on the child. Windows 7 is a supported platform (it would have complained during install).

Christian
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0 john crisostomo over 6 years ago in reply to QC

hi QC,

attached file is my network communication report.

thanks
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0 john crisostomo over 6 years ago in reply to QC

Router-20180523-192115.log

Hi QC,

here is router logs.

Thanks
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0 QC over 6 years ago in reply to john crisostomo

Hello john crisostomo,

this is just a SUM? How did you install it - did you use a copy of the SUMInstallSet share?
The last line indicates that RMS thinks it's on the management server. There are a few files named mrinit.conf under %ProgramFiles(x86)%\Sophos\, should be indentical. RMS thinks it's on the management server if the computer's IP or name matches on of the MRParentAddress values in mrinit.conf.

Christian
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0 john crisostomo over 6 years ago in reply to QC

Hi QC,

I get these report from the SEC. Should i get it from child?

last week i tried to install child using the Suminstallset coming from the SEC sharing but child did not show in update manager. So this monday i tried copying suminstallset to the child desktop then install for testing still child did not show in update manager. Also, i tried installing sophos endpoint to workstation and it successfully installed but did not appear on SEC.

thanks
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0 QC over 6 years ago in reply to john crisostomo

Hello john crisostomo,

I see. Probably the same cause for SUM and Endpoint.
The clients' Report (and perhaps Router logs) should have the relevant information - if they can't reach/contact the server there's naturally nothing to see on the server.

Christian
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0 john crisostomo over 6 years ago in reply to QC

Hi QC,

Do you have an idea on what do I need to check to solve this issue? Thank you for replying ^_^

Thanks
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