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Hello AbedEl-Hamid Al-Wahidy,

it sounds like they can't communicate with the management server - please see Summary of port configurations in Sophos applications, Remote Management System (RMS).

Christian

i open the port for RMS in sophos server and destination server and the issue still 

did there any port or configuration must i do it

Hello AbedEl-Hamid Al-Wahidy,

if Sophos is installed on the destination server please check its Router logs, they should have some information why the connection fails.

Christian

when i open the log file i found this error

Agent Log :

04.12.2017 13:46:33 1BF0 W MSClient::Connect: failed to get router's IOR from supplied address and port.
04.12.2017 13:46:33 1BF0 W NoRouterIORException: Caught MSClient::Connect: failed to get router's IOR from supplied address and port.
ClientConnection::Reconnect()

Rout Log

04.12.2017 13:42:57 182C E ACE_INET_Addr::ACE_INET_Addr: Sophos-Server: Authoritive: Host not found
04.12.2017 13:42:57 182C W Parent address unknown: Authoritive: Host not found (11001)
04.12.2017 13:42:57 182C I Getting parent router IOR from Sophos-Server:8192
04.12.2017 13:42:59 182C E ACE_INET_Addr::ACE_INET_Addr: Sophos-Server: Authoritive: Host not found
04.12.2017 13:42:59 182C W Parent address unknown: Authoritive: Host not found (11001)
04.12.2017 13:42:59 182C E Failed to get parent router IOR
04.12.2017 13:42:59 182C W Failed to get certificate, retrying in 600 seconds

Can you help me please

Hello AbedEl-Hamid Al-Wahidy,

is Sophos-Server the actual name in the log or did you edit it?
Anyway, the Network Communications Report lists one or more addresses/names under Computer Details, tag Parent addresses - it must be able to connect to at least one of these. The error Host not found suggests that the endpoint (the destination server) can't find an address for the names(s) - please note, it's not an issue of the port blocked but Host not found, i.e. the name can't be resolved. Does Parent addresses also contain IPs? If so, they should also be listed in the Router log before the snippet you've posted.

Christian

Sophos-Server it's the name for the console server

when i enter the user name and password i use it as name note ip " Sophos-Server\Administrator"

may be this is the reason for it or can i change it to the ip

Hello AbedEl-Hamid Al-Wahidy,

as said, communication (RMS) uses the addresses (name/IP) from the Parent addresses in the Network Communications Report (and it doesn't require credentials), these are taken from mrinit.conf in the CID not from the Updating policy. Normally mrinit.conf contains also an IP that's why I asked if there are more errors in the Router log.

Christian
 

Hello AbedEl-Hamid Al-Wahidy,

as said, communication (RMS) uses the addresses (name/IP) from the Parent addresses in the Network Communications Report (and it doesn't require credentials), these are taken from mrinit.conf in the CID not from the Updating policy. Normally mrinit.conf contains also an IP that's why I asked if there are more errors in the Router log.

Christian
 

Hello QC

i solve this issue by add the server name in host file for both the console server and client server

and all server show on dashboard for console server

many thanks for your support