Device not showing in Sophos central

Question

Hi Guys, 
 Have an issue with an endpoint now showing up in Sophos, tried running an update but the machine is not showing up. 
 
 I cannot re-install the agent as tamper protection has gone through already to the device, but because I cannot see it in the portal this cannot be disabled. 
 
 I have tried booting up with it on power, I have tried running update but no luck. 
 
 Kind regards 
 Lee

jak · Accepted Answer

Does the computer have an identity yet? 
 If you look under the 'persist' folder at the client (\programdata\sophos\management communication system\endpoint\persist\ there is an endpointidentity text file which has the unique ID of the endpoint. 
 If you look at the Computers view in Central, i.e. https://cloud.sophos.com/manage/devices/computers/all/computers , when you click on a computer, the URL changes to something like: https://cloud.sophos.com/manage/devices/computers/fe573325-47a5-f489-aa1e-65776c2158ac/summary : The unique ID part should be the same as the endpoint. You could just log in and construct the URL as above based on the identity ID at the client if it has one. 
 Beyond that, the mcsclient log (\programdata\sophos\management communication system\endpoint\logs\) would be the best place to start looking for errors as it's the mcsclient.exe process that talks to Central. You should see the registration take place and the http requests. 
 Regards, 
 Jak

Kyle Bigelow · Answer

Tried this and it worked for me: 
 PHASE1: 
 To recover a tamper protected system, you must disable Enhanced Tamper Protection. 
 Do the following: 
 Boot the system into Safe Mode. 
 Click Start > Run and type regedit and then click OK. 
 Go to the following location in the registry editor: 
 HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Sophos MCS Agent and set the REG_DWORD Start to 0x00000004 
 Go to the following location in the registry editor: 
 HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Sophos Endpoint Defense\TamperProtection\Config 
 Set the following DWORD values to 0: SAVEnabled and SEDEnabled 
 Reboot the system in normal mode. 
 Taken from Article 124377 
 PHASE 2 
 Then I went to uninstall and got an uninstall error so I created a batch file with the following: 
 net stop "Sophos Anti-Virus" net stop "Sophos AutoUpdate Service" :Sophos AutoUpdate MsiExec.exe /qn /X{7CD26A0C-9B59-4E84-B5EE-B386B2F7AA16} REBOOT=ReallySuppress MsiExec.exe /qn /X{BCF53039-A7FC-4C79-A3E3-437AE28FD918} REBOOT=ReallySuppress MsiExec.exe /qn /X{9D1B8594-5DD2-4CDC-A5BD-98E7E9D75520} REBOOT=ReallySuppress :Sophos Anti-Virus (Endpoint) MsiExec.exe /qn /X{8123193C-9000-4EEB-B28A-E74E779759FA} REBOOT=ReallySuppress MsiExec.exe /qn /X{36333618-1CE1-4EF2-8FFD-7F17394891CE} REBOOT=ReallySuppress :Sophos Anti-Virus (Server) MsiExec.exe /qn /X{72E30858-FC95-4C87-A697-670081EBF065} REBOOT=ReallySuppress :Sophos System Protection MsiExec.exe /qn /X{1093B57D-A613-47F3-90CF-0FD5C5DCFFE6} REBOOT=ReallySuppress :Sophos Network Threat Protection MsiExec.exe /qn /X{66967E5F-43E8-4402-87A4-04685EE5C2CB} REBOOT=ReallySuppress :Sophos Health MsiExec.exe /qn /X{A5CCEEF1-B6A7-4EB4-A826-267996A62A9E} REBOOT=ReallySuppress MsiExec.exe /qn /X{D5BC54B8-1DA1-44F4-AE6F-86E05CDB0B44} REBOOT=ReallySuppress :SDU (1.x) MsiExec.exe /qn /X{4627F5A1-E85A-4394-9DB3-875DF83AF6C2} REBOOT=ReallySuppress :Heartbeat MsiExec.exe /qn /X{DFFA9361-3625-4219-82C2-9EF011E433B1} REBOOT=ReallySuppress :Sophos Management Communications System MsiExec.exe /qn /X{A1DC5EF8-DD20-45E8-ABBD-F529A24D477B} REBOOT=ReallySuppress MsiExec.exe /qn /X{1FFD3F20-5D24-4C9A-B9F6-A207A53CF179} REBOOT=ReallySuppress MsiExec.exe /qn /X{D875F30C-B469-4998-9A08-FE145DD5DC1A} REBOOT=ReallySuppress MsiExec.exe /qn /X{2C14E1A2-C4EB-466E-8374-81286D723D3A} REBOOT=ReallySuppress 
 Run that 
 PHASE 3: 
 It was still showing up in the Control Panel/Uninstall Programs which prevented installation again. Run Microsoft's fix it: 
 https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed 
 Choose Sophos and uninstall.

lee sheehan · Answer

Hi Guys, I managed to find the following fi x 1:open services.msc 2: stop Sophos Anti-Virus 3: open notepass as admin 4: open C:\ProgramData\Sophos\Sophos Anti-Virus\Config\machine.xml 5:Find the below and change xxxxxxxxx to E8F97FBA9104D1EA5047948E6DFB67FACD9F5B73 xxxxxxxxxtrue 6: start Sophos Anti-Virus 7:open sophos and the password will be password