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Server greyed out in Sophos enterprise console

jonathanslee

Sophos Endpoint 10.3 has been uninstalled and reinstalled as it was not updating.

 

Now it is updating ok, connecting to server ok, but it is still greyed out in Sophos enterprise console and appears to be unmanaged ?

 

I have also tried selecting "Protect Computers" from within the Sophos enterprise console and pushing it manually that way

 

any help/advice would be greatly appreciated



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  • 0 in reply to jonathanslee
    Hello Jonathan,

    Thanks for your update, would it be possible to check if the firewall has port exclusions for ports 8192 and 8194? If this is the case can you check to ensure the Sophos Services are all started? Namely the Sophos Agent Service and the Sophos Message Router?

    If the above is fine can you open the Router logs located in C:\ProgramData\Sophos\Remote Management System\3\Router\Logs\. If you open the latest log and then do a search for " E " (without quotes) is anything returned? If so could you copy and paste a section of the log covering this? (all if possible)
  • 0 in reply to WomboCombo
    hi here is the log file as requested:-


    16.12.2015 09:00:31 0A24 I SOF: C:\ProgramData/Sophos/Remote Management System/3/Router/Logs/Router-20151216-090031.log
    16.12.2015 09:00:31 0A24 I Sophos Messaging Router 4.0.2.21 starting...
    16.12.2015 09:00:31 0A24 I Setting ACE_FD_SETSIZE to 138
    16.12.2015 09:00:31 0A24 I Initializing CORBA...
    16.12.2015 09:00:31 0A24 I Connection cache limit is 10
    16.12.2015 09:00:32 0A24 I Creating ORB runner with 4 threads
    16.12.2015 09:00:32 0A24 I Compliant certificate hashing algorithm.
    16.12.2015 09:00:32 0A24 I This computer is part of the domain INTERBULKGROUP
    16.12.2015 09:00:32 0A24 I This router's IOR:
    IOR:010000002600000049444c3a536f70686f734d6573736167696e672f4d657373616765526f757465723a312e300000000100000000000000a4000000010102000d0000003136392e3235342e39392e37000001204100000014010f004e5550000000210000000001000000526f6f74504f4100526f7574657250657273697374656e740003000000010000004d657373616765526f757465720000000300000000000000080000000100dc00004f415401000000180000000100dc00010001000100000001000105090101000000000014000000080000000100a60086000220
    16.12.2015 09:00:32 0A24 I Successfully validated this router's IOR
    16.12.2015 09:00:32 0A24 I Reading router table file
    16.12.2015 09:00:32 0A24 I Host name: IBG11969
    16.12.2015 09:00:32 0A24 I Local IP addresses: 169.254.99.7
    16.12.2015 09:00:32 0A24 I Resolved name: IBG11969.interbulkgroup.com
    16.12.2015 09:00:32 0A24 I Resolved alias/es:
    16.12.2015 09:00:32 0A24 I Resolved IP addresses: 169.254.99.7
    16.12.2015 09:00:32 0A24 I Resolved reverse names/aliases: IBG11969.interbulkgroup.com
    16.12.2015 09:00:32 0A24 I Waiting for messages...
    16.12.2015 09:00:32 0940 I Getting parent router IOR from 172.16.0.136:8192
    16.12.2015 09:00:32 0A24 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 5, max number of user ports 15360
    16.12.2015 09:00:35 0BC8 I Client::LogonPushPush() successfully called back to client
    16.12.2015 09:00:35 0BC8 I Logged on Agent as a client
    16.12.2015 09:00:35 080C I Routing to Agent: id=02712833, origin=Router$IBG11969:153036, dest=Router$IBG11969:153036.Agent, type=EM-ClientLogon
    16.12.2015 09:00:35 077C I Sent message (id=02712833) to Agent
    16.12.2015 09:00:35 080C I Received message for this router
    16.12.2015 09:00:35 080C I EM-NotifyClientUpdates originator Router$IBG11969:153036.Agent
    16.12.2015 09:00:35 080C I Routing to Agent: id=06712833, origin=Router$IBG11969:153036, dest=Router$IBG11969:153036.Agent, type=EM-NotifyClientUpdates-Reply
    16.12.2015 09:00:35 0810 I Sent message (id=06712833) to Agent
    16.12.2015 09:00:55 080C I Routing to parent: id=00712847, origin=Router$IBG11969:153036.Agent, dest=EM, type=EM-GetStatus-Reply
    16.12.2015 09:01:05 0940 I Received parent router's IOR:
    IOR: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
    16.12.2015 09:01:05 0940 I Successfully validated parent router's IOR
    16.12.2015 09:01:05 0940 I Accessing parent
    16.12.2015 09:01:05 0940 I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 09:01:05 0940 I Parent is Router$ibg-mcp:153019
    16.12.2015 09:01:05 0940 I RouterTableEntry::LogonToParentRouter() - logging on as active consumer
    16.12.2015 09:01:05 0940 I RouterTableEntry state (router, logging on): Router$ibg-mcp:153019 is passive consumer, passive supplier
    16.12.2015 09:01:05 0940 I Logged on to parent router as Router$IBG11969:153036
    16.12.2015 09:01:05 0940 I This computer is part of the domain INTERBULKGROUP
    16.12.2015 09:01:05 077C I Sent message (id=00712847) to Router$ibg-mcp:153019
    16.12.2015 09:01:17 076C I Host IP Addresses have changed
    16.12.2015 09:01:17 0A24 I Shutting down...
    16.12.2015 09:01:17 0A24 I Writing router table file
    16.12.2015 09:01:17 0A24 I Creating ORB runner with 4 threads
    16.12.2015 09:01:17 0A24 I Compliant certificate hashing algorithm.
    16.12.2015 09:01:17 0A24 I This computer is part of the domain INTERBULKGROUP
    16.12.2015 09:01:17 0A24 I This router's IOR:
    IOR:010000002600000049444c3a536f70686f734d6573736167696e672f4d657373616765526f757465723a312e300000000100000000000000a4000000010102a90d0000003137322e32352e302e313635006c01204100000014010f004e5550000000210000000001000000526f6f74504f4100526f7574657250657273697374656e740003000000010000004d657373616765526f7574657240576f0300000000000000080000000100a600004f415401000000180000000100a600010001000100000001000105090101000000000014000000080000000100a60086000220
    16.12.2015 09:01:17 0A24 I Successfully validated this router's IOR
    16.12.2015 09:01:17 0A24 I Reading router table file
    16.12.2015 09:01:17 0A24 I Host name: IBG11969
    16.12.2015 09:01:17 0A24 I Local IP addresses: 172.25.0.165
    16.12.2015 09:01:17 0A24 I Resolved name: IBG11969.interbulkgroup.com
    16.12.2015 09:01:17 0A24 I Resolved alias/es:
    16.12.2015 09:01:17 0A24 I Resolved IP addresses: 172.25.0.165
    16.12.2015 09:01:17 0A24 I Resolved reverse names/aliases: IBG11969.interbulkgroup.com
    16.12.2015 09:01:17 0A24 I Waiting for messages...
    16.12.2015 09:01:17 0F34 I Getting parent router IOR from 172.16.0.136:8192
    16.12.2015 09:01:17 0F34 I Received parent router's IOR:
    IOR: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
    16.12.2015 09:01:17 0F34 I Successfully validated parent router's IOR
    16.12.2015 09:01:17 0F34 I Accessing parent
    16.12.2015 09:01:17 0F34 I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 09:01:17 0F34 I Parent is Router$ibg-mcp:153019
    16.12.2015 09:01:17 0F34 I RouterTableEntry::LogonToParentRouter() - logging on as active consumer
    16.12.2015 09:01:17 0F34 I RouterTableEntry state (router, logging on): Router$ibg-mcp:153019 is passive consumer, passive supplier
    16.12.2015 09:01:17 0F34 I Logged on to parent router as Router$IBG11969:153036
    16.12.2015 09:01:17 0F34 I This computer is part of the domain INTERBULKGROUP
    16.12.2015 09:01:18 0ADC I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 09:06:59 0F60 I Client::LogonPushPush() successfully called back to client
    16.12.2015 09:06:59 0F60 I Writing router table file
    16.12.2015 09:06:59 0F60 I Logged on Agent as a client
    16.12.2015 09:06:59 0F40 I Routing to Agent: id=007129B3, origin=Router$IBG11969:153036, dest=Router$IBG11969:153036.Agent, type=EM-ClientLogon
    16.12.2015 09:06:59 0D9C I Sent message (id=007129B3) to Agent
    16.12.2015 09:06:59 0F40 I Routing to parent: id=027129B3, origin=Router$IBG11969:153036.Agent, dest=EM, type=EM-EntityEvent
    16.12.2015 09:06:59 0F40 I Routing to parent: id=047129B3, origin=Router$IBG11969:153036.Agent, dest=EM, type=EM-GetStatus-Reply
    16.12.2015 09:06:59 0D9C I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 09:06:59 0D9C E Failed to send message (id=027129B3) because of unknown exception, adding message back to queue
    16.12.2015 09:06:59 0D9C E Failed to send messages, logging Router$ibg-mcp:153019 off
    16.12.2015 09:06:59 0D9C E SenderWorker: Caught CORBA system exception, ID 'IDL:omg.org/CORBA/OBJECT_NOT_EXIST:1.0'
    OMG minor code (2), described as '*unknown description*', completed = NO

    16.12.2015 09:07:19 0F40 I Routing to parent: id=007129C7, origin=Router$IBG11969:153036.Agent, dest=EM, type=EM-GetStatus-Reply
    16.12.2015 09:07:29 0F34 I RouterTableEntry::LogonToParentRouter() - logging on as active consumer
    16.12.2015 09:07:29 0F34 I RouterTableEntry state (router, logging on): Router$ibg-mcp:153019 is passive consumer, passive supplier
    16.12.2015 09:07:29 0F34 I Logged on to parent router as Router$IBG11969:153036
    16.12.2015 09:07:29 0F34 I This computer is part of the domain INTERBULKGROUP
    16.12.2015 09:07:29 0958 I Sent message (id=027129B3) to Router$ibg-mcp:153019
    16.12.2015 09:07:29 0958 I Sent message (id=047129B3) to Router$ibg-mcp:153019
    16.12.2015 09:07:29 0958 I Sent message (id=007129C7) to Router$ibg-mcp:153019
    16.12.2015 09:07:29 0F60 I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 09:15:57 0EC4 I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 09:15:57 0EC4 E GetterWorker: Caught CORBA system exception, ID 'IDL:omg.org/CORBA/OBJECT_NOT_EXIST:1.0'
    OMG minor code (2), described as '*unknown description*', completed = NO

    16.12.2015 09:15:57 0EC4 E Failed to get messages, logging Router$ibg-mcp:153019 off
    16.12.2015 09:16:27 0F34 I RouterTableEntry::LogonToParentRouter() - logging on as active consumer
    16.12.2015 09:16:27 0F34 I RouterTableEntry state (router, logging on): Router$ibg-mcp:153019 is passive consumer, passive supplier
    16.12.2015 09:16:27 0F34 I Logged on to parent router as Router$IBG11969:153036
    16.12.2015 09:16:27 0F34 I This computer is part of the domain INTERBULKGROUP
    16.12.2015 09:16:27 0ADC I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 09:28:27 0EC4 I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 09:28:27 0EC4 E GetterWorker: Caught CORBA system exception, ID 'IDL:omg.org/CORBA/OBJECT_NOT_EXIST:1.0'
    OMG minor code (2), described as '*unknown description*', completed = NO

    16.12.2015 09:28:27 0EC4 E Failed to get messages, logging Router$ibg-mcp:153019 off
    16.12.2015 09:28:57 0F34 I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 09:28:57 0F34 I RouterTableEntry::LogonToParentRouter() - logging on as active consumer
    16.12.2015 09:28:57 0F34 I RouterTableEntry state (router, logging on): Router$ibg-mcp:153019 is passive consumer, passive supplier
    16.12.2015 09:28:57 0F34 I Logged on to parent router as Router$IBG11969:153036
    16.12.2015 09:28:57 0F34 I This computer is part of the domain INTERBULKGROUP
    16.12.2015 09:28:57 0ADC I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 09:41:17 0EC4 I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 09:41:17 0EC4 E GetterWorker: Caught CORBA system exception, ID 'IDL:omg.org/CORBA/OBJECT_NOT_EXIST:1.0'
    OMG minor code (2), described as '*unknown description*', completed = NO

    16.12.2015 09:41:17 0EC4 E Failed to get messages, logging Router$ibg-mcp:153019 off
    16.12.2015 09:41:47 0F34 I RouterTableEntry::LogonToParentRouter() - logging on as active consumer
    16.12.2015 09:41:47 0F34 I RouterTableEntry state (router, logging on): Router$ibg-mcp:153019 is passive consumer, passive supplier
    16.12.2015 09:41:47 0F34 I Logged on to parent router as Router$IBG11969:153036
    16.12.2015 09:41:47 0F34 I This computer is part of the domain INTERBULKGROUP
    16.12.2015 09:41:47 0F60 I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 09:58:17 0EC4 I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 09:58:17 0EC4 E GetterWorker: Caught CORBA system exception, ID 'IDL:omg.org/CORBA/OBJECT_NOT_EXIST:1.0'
    OMG minor code (2), described as '*unknown description*', completed = NO

    16.12.2015 09:58:17 0EC4 E Failed to get messages, logging Router$ibg-mcp:153019 off
    16.12.2015 09:58:47 0F34 I RouterTableEntry::LogonToParentRouter() - logging on as active consumer
    16.12.2015 09:58:47 0F34 I RouterTableEntry state (router, logging on): Router$ibg-mcp:153019 is passive consumer, passive supplier
    16.12.2015 09:58:47 0F34 I Logged on to parent router as Router$IBG11969:153036
    16.12.2015 09:58:47 0F34 I This computer is part of the domain INTERBULKGROUP
    16.12.2015 09:58:47 0F60 I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 10:00:32 0A24 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 8, max number of user ports 15360
    16.12.2015 10:17:57 0EC4 I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 10:17:57 0EC4 E GetterWorker: Caught CORBA system exception, ID 'IDL:omg.org/CORBA/OBJECT_NOT_EXIST:1.0'
    OMG minor code (2), described as '*unknown description*', completed = NO

    16.12.2015 10:17:57 0EC4 E Failed to get messages, logging Router$ibg-mcp:153019 off
    16.12.2015 10:18:27 0F34 I RouterTableEntry::LogonToParentRouter() - logging on as active consumer
    16.12.2015 10:18:27 0F34 I RouterTableEntry state (router, logging on): Router$ibg-mcp:153019 is passive consumer, passive supplier
    16.12.2015 10:18:27 0F34 I Logged on to parent router as Router$IBG11969:153036
    16.12.2015 10:18:27 0F34 I This computer is part of the domain INTERBULKGROUP
    16.12.2015 10:18:27 0ADC I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 10:34:27 0EC4 I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 10:34:27 0EC4 E GetterWorker: Caught CORBA system exception, ID 'IDL:omg.org/CORBA/OBJECT_NOT_EXIST:1.0'
    OMG minor code (2), described as '*unknown description*', completed = NO

    16.12.2015 10:34:27 0EC4 E Failed to get messages, logging Router$ibg-mcp:153019 off
    16.12.2015 10:34:57 0F34 I RouterTableEntry::LogonToParentRouter() - logging on as active consumer
    16.12.2015 10:34:57 0F34 I RouterTableEntry state (router, logging on): Router$ibg-mcp:153019 is passive consumer, passive supplier
    16.12.2015 10:34:57 0F34 I Logged on to parent router as Router$IBG11969:153036
    16.12.2015 10:34:57 0F34 I This computer is part of the domain INTERBULKGROUP
    16.12.2015 10:34:57 0ADC I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 10:45:57 0EC4 I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 10:45:57 0EC4 E GetterWorker: Caught CORBA system exception, ID 'IDL:omg.org/CORBA/OBJECT_NOT_EXIST:1.0'
    OMG minor code (2), described as '*unknown description*', completed = NO

    16.12.2015 10:45:57 0EC4 E Failed to get messages, logging Router$ibg-mcp:153019 off
    16.12.2015 10:46:27 0F34 I RouterTableEntry::LogonToParentRouter() - logging on as active consumer
    16.12.2015 10:46:27 0F34 I RouterTableEntry state (router, logging on): Router$ibg-mcp:153019 is passive consumer, passive supplier
    16.12.2015 10:46:27 0F34 I Logged on to parent router as Router$IBG11969:153036
    16.12.2015 10:46:27 0F34 I This computer is part of the domain INTERBULKGROUP
    16.12.2015 10:46:27 0ADC I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 10:56:47 0EC4 I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 10:56:47 0EC4 E GetterWorker: Caught CORBA system exception, ID 'IDL:omg.org/CORBA/OBJECT_NOT_EXIST:1.0'
    OMG minor code (2), described as '*unknown description*', completed = NO

    16.12.2015 10:56:47 0EC4 E Failed to get messages, logging Router$ibg-mcp:153019 off
    16.12.2015 10:57:17 0F34 I RouterTableEntry::LogonToParentRouter() - logging on as active consumer
    16.12.2015 10:57:17 0F34 I RouterTableEntry state (router, logging on): Router$ibg-mcp:153019 is passive consumer, passive supplier
    16.12.2015 10:57:17 0F34 I Logged on to parent router as Router$IBG11969:153036
    16.12.2015 10:57:17 0F34 I This computer is part of the domain INTERBULKGROUP
    16.12.2015 10:57:17 0D8C I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 11:00:32 0A24 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 8, max number of user ports 15360
    16.12.2015 11:07:47 0EC4 I SSL handshake done, local IP address = 172.25.0.165
    16.12.2015 11:07:47 0EC4 E GetterWorker: Caught CORBA system exception, ID 'IDL:omg.org/CORBA/OBJECT_NOT_EXIST:1.0'
    OMG minor code (2), described as '*unknown description*', completed = NO

    16.12.2015 11:07:47 0EC4 E Failed to get messages, logging Router$ibg-mcp:153019 off
    16.12.2015 11:08:17 0F34 I RouterTableEntry::LogonToParentRouter() - logging on as active consumer
    16.12.2015 11:08:17 0F34 I RouterTableEntry state (router, logging on): Router$ibg-mcp:153019 is passive consumer, passive supplier
    16.12.2015 11:08:17 0F34 I Logged on to parent router as Router$IBG11969:153036
    16.12.2015 11:08:17 0F34 I This computer is part of the domain INTERBULKGROUP
    16.12.2015 11:08:17 0F60 I SSL handshake done, local IP address = 172.25.0.165
  • 0 in reply to jonathanslee

    Hello Jonathan,

    I'm not Sophos, I'm no CORBA expert (rather an idiot), I just mention a few things which seem unusual.
    Looks like IBG11969 starts with IP 169.254.99.7 but then uses 172.25.0.165, dunno what caused this change (16.12.2015 09:01:17 076C I Host IP Addresses have changed). I don't think though that this is the issue.

    Your management server (ibg-mcp) advertises 4 (four) addresses in the parent router's IOR: 172.16.0.136, 192.168.123.136, 192.168.124.136, 192.168.125.136 (BTW: you can parse the IOR here). While the installer should warn you it might be necessary that RMS uses multiple adapters.

    The strange part are the SSL handshake done, local IP address = 172.25.0.165 messages: This looks like IBG11969 is establishing concurrent connections to the management server (why it should do so is not clear - even if it can reach more than one of the advertised addresses I'd expect that it only tries the next one if the previous fails).

    Dunno if any of this helps

    Christian

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