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RMS Error some clients not reporting to SEC

Hello guys,

First of all let me tell you that is my first time here and I would like to thank you all in advance for all your help.

Since some days ago some clients stopped to report to SEC.

I've checked the router logs and all of them have the same error "E Router::Start: Caught Certificate request refused by certification manager, undefined failure "

here is below one of the router log from one of the clients computer.

07.09.2018 11:53:46 2BC8 I SOF: C:\ProgramData/Sophos/Remote Management System/3/Router/Logs/Router-20180907-105346.log
07.09.2018 11:53:46 2BC8 I Sophos Messaging Router 4.1.1.127 starting...
07.09.2018 11:53:46 2BC8 I Setting ACE_FD_SETSIZE to 138
07.09.2018 11:53:46 2BC8 I Initializing CORBA...
07.09.2018 11:53:46 2BC8 I Connection cache limit is 10
07.09.2018 11:53:47 2BC8 I Router::ConfigureSslContext: keeping legacy compatibility of TLS 1 and TLS 1.1.
07.09.2018 11:53:47 2BC8 I Creating ORB runner with 4 threads
07.09.2018 11:53:47 2BC8 W No public key certificate found in the store. Requesting a new certificate.
07.09.2018 11:53:47 2BC8 I Getting parent router IOR from 192.168.0.50:8192
07.09.2018 11:53:47 2BC8 I This computer is part of the domain "domain name"
07.09.2018 11:53:47 2BC8 I Getting a new router certificate...
07.09.2018 11:53:47 2BC8 I SSL handshake done, local IP address = 192.168.0.65
07.09.2018 11:53:47 2BC8 I Current certificate name is
07.09.2018 11:53:47 2BC8 I Sending unique token request...
07.09.2018 11:53:49 2BC8 I Got unique token: 903658
07.09.2018 11:53:49 2BC8 I New certificate name is Router$pc19:903658
07.09.2018 11:53:49 2BC8 I Creating cryptographic key pair
07.09.2018 11:53:51 2BC8 E Router::Start: Caught Certificate request refused by certification manager, undefined failure

07.09.2018 11:53:51 2BC8 I Restarting...

What should I do?

Thanks.

Daniel

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0 QC over 6 years ago

Hello Danial,

as the Certification Manager refuses the requests please check its logs for the reason.

Christian
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0 DanielGomes over 6 years ago in reply to QC

Hi Christian,

Thanks for your help here is the log

*1#1398301830#1#CN=EM2_CA#unknown#340419011030Z
*1#1398301831#2#CN=CM#certifier#340419011031Z
*1#1398301832#3#CN=Router$SERVER#router#340419011032Z
*1#1398301834#4#CN=EM#manager#340419011034Z

what we can understand from it?

Thanks.

Daniel
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0 DanielGomes over 6 years ago in reply to QC

Hi Christian,

Thanks for your help here is the log

*1#1398301830#1#CN=EM2_CA#unknown#340419011030Z
*1#1398301831#2#CN=CM#certifier#340419011031Z
*1#1398301832#3#CN=Router$SERVER#router#340419011032Z
*1#1398301834#4#CN=EM#manager#340419011034Z

what we can understand from it?

Thanks.

Daniel
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0 QC over 6 years ago in reply to DanielGomes

Hello Daniel,

not the issued certificates but the CertManager-<timestamp>.log.

Christian
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0 DanielGomes over 6 years ago in reply to QC

Hi Christian,

Sorry for the miss understanding.

Checked "C:\Program Files (x86)\Sophos\Enterprise Console\CertificationManager\Logs" and the folder is empty no log files.

Thanks.

Daniel
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0 QC over 6 years ago in reply to DanielGomes

Hello Daniel,

my bad that I didn't read carefully, the article is not up to date regarding the location. Please look in %ProgramData\Sophos\Remote Management System\3\CertificationManager\Logs\. The logs will be there.

Christian
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0 DanielGomes over 6 years ago in reply to QC

Hi Christian,

No problem. As the log is big I've had attached it into my post.

Thanks.

Daniel

CertManager-20180907-114847.log
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0 QC over 6 years ago in reply to DanielGomes

Hello Daniel,

thanks for the log. Which version of SEC are you running? There another thread talking of the same error (error getting time).

Christian
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0 DanielGomes over 6 years ago in reply to QC

Hi Christian,

The version I'm running is 5.2.1 R2. Do you recommend me to upgrade it to version 5.5.1?

Thanks.

Daniel
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0 QC over 6 years ago in reply to DanielGomes

Hello Daniel,

it's probably a very good idea - 5.2.1 has been retired more than two years ago. What's your server OS - please note that 5.5.1 requires at least 2008 latest SPs.

Christian
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0 DanielGomes over 6 years ago in reply to QC

Hi Cristian,

My server OS is Windows Server 2012 Standard.

Thanks.

Daniel
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0 Adithyan Thangaraj over 6 years ago in reply to DanielGomes

Hi Daniel,

Have you tried upgrading to 5.5.1 to check if that helps the situation? Do let us know if the issue persists post upgrade, and also kindly please let us know in case a support ticket is open regarding the same.

Regards,

Adithyan Thangaraj
Community Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Sign up for SMS Alerts
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