OS X Clients Not Checking into Management Console

Question

I created an installation package for Sophos Antivirus for OS X. 
 OS X 10.11.6 clients SAV version 9.5.2 
 The installation package installs SAV, but multiple test clients will not check into the management console. The following is what I see in Router.log: 08.09.2016 15:02:45 55BE I SOF: /Library/Logs/SophosMessageRouter/Router-20160908-200245.log 08.09.2016 15:02:45 55BE I Sophos Messaging Router 1.0.0.213 starting... 08.09.2016 15:02:45 55BE I Setting ACE_FD_SETSIZE to 138 08.09.2016 15:02:45 55BE I Initializing CORBA... 08.09.2016 15:02:45 55BE I Connection cache limit is 10 08.09.2016 15:02:45 55BE I Creating ORB runner with 4 threads 08.09.2016 15:02:45 55BE W No public key certificate found in the store. Requesting a new certificate. 08.09.2016 15:02:45 55BE I Getting parent router IOR from xxxxxxx.xxx.xxx:xxxx 08.09.2016 15:02:45 55BE E ACE_INET_Addr::ACE_INET_Addr: xxxxxxx.xxx.xxx: Undefined error: 0 08.09.2016 15:02:45 55BE W Parent address unknown: Undefined error: 0 (0) 08.09.2016 15:02:45 55BE I This computer is part of the workgroup XXX 08.09.2016 15:02:45 55BE I Getting parent router IOR from xxxxxxx:xxxx 08.09.2016 15:02:45 55BE E ACE_INET_Addr::ACE_INET_Addr: xxxxxxx: Undefined error: 0 08.09.2016 15:02:45 55BE W Parent address unknown: Undefined error: 0 (0) 08.09.2016 15:02:45 55BE I This computer is part of the workgroup XXX 08.09.2016 15:02:45 55BE E Failed to get parent router IOR 08.09.2016 15:02:45 55BE W Failed to get certificate, retrying in 600 seconds 08.09.2016 15:13:08 55BE I Getting parent router IOR from xxxxxxx.xxx.xxx:xxxx 08.09.2016 15:13:08 55BE E ACE_INET_Addr::ACE_INET_Addr: xxxxxxx.xxx.xxx: Undefined error: 0 08.09.2016 15:13:08 55BE W Parent address unknown: Undefined error: 0 (0) 08.09.2016 15:13:08 55BE I Getting parent router IOR from xxxxxxx:xxxx 08.09.2016 15:13:08 55BE E ACE_INET_Addr::ACE_INET_Addr: xxxxxxx: Undefined error: 0 08.09.2016 15:13:08 55BE W Parent address unknown: Undefined error: 0 (0) 08.09.2016 15:13:08 55BE E Failed to get parent router IOR It appears there is an issue with the Remote Management System portion of the application, but I'm not sure what it could be, as a very similar installation package has worked previously. Any thoughts?

snoopfrog · Accepted Answer

My colleague and I were able to resolve the issue. The following is what we identified as the cause of the issue: 
 1. The ReportData.xml file did not include the management server's correct DNS suffix. The management server was listed as Server.Contoso.com instead of Server.it.Contoso.com. Manually correcting the ReportData.xml file allowed the Sophos client to check into the management console. 
 2. Alternatively, we found that updating the HOSTS file on the affected client with an entry for the Server tying it to its IP address allowed the client to check into the Sophos management console. 
 
 Our "permanent" fix was to update the mrinit.conf file in the installation package so that the proper FQDN for the management server is listed. Originally, the incorrect FQDN (Server.Contoso.com) was listed.