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Computers stuck in unmanaged section

Jonathan Ramirez

Hello, I am new to Sophos and this is a new issue that has been happening for the last weeks, whenever I install Sophos on a new computer the installation completes successfully and does get the updates correctly, but when I check on the enterprise console they go to the unmanaged group (not unassigned), and I can't do nothing to them except delete them.

One more thing, the ones I am using as test are running under Windows 10, I don't know if that might be the issue



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  • 0

    That would suggest RMS is not functional.

    On the server have you opened up TCP port 8192 and 8194 and ideally on the endpoints opened TCP 8194 incoming?

    Maybe you can attach a Router log file from one of the clients in this state.  \programdata\sophos\remote management system\3\router\logs\

    Regards,

    Jak

     

  • 0 in reply to jak

    Hello.

    Yes the TCP ports are open on both sides. Here's the Router log file

     

    24.04.2018 15:57:35 1888 I SOF: C:\ProgramData/Sophos/Remote Management System/3/Router/Logs/Router-20180424-215735.log
    24.04.2018 15:57:35 1888 I Sophos Messaging Router 4.1.1.127 starting...
    24.04.2018 15:57:35 1888 I Setting ACE_FD_SETSIZE to 138
    24.04.2018 15:57:35 1888 I Initializing CORBA...
    24.04.2018 15:57:35 1888 I Connection cache limit is 10
    24.04.2018 15:57:35 1888 I Router::ConfigureSslContext: keeping legacy compatibility of TLS 1 and TLS 1.1.
    24.04.2018 15:57:35 1888 I Creating ORB runner with 4 threads
    24.04.2018 15:57:35 1888 W No public key certificate found in the store. Requesting a new certificate.
    24.04.2018 15:57:35 1888 I Getting parent router IOR from 172.16.112.120:8192
    24.04.2018 15:57:35 1888 I This computer is part of the domain STAFF
    24.04.2018 15:57:35 1888 I Getting a new router certificate...
    24.04.2018 15:57:35 1888 I SSL handshake done, local IP address = 172.20.81.111
    24.04.2018 15:57:35 1888 I Current certificate name is
    24.04.2018 15:57:35 1888 I Sending unique token request...
    24.04.2018 15:57:37 1888 I Got unique token: 2880940
    24.04.2018 15:57:37 1888 I New certificate name is Router$DJRZ-IT-HL0L712:2880940
    24.04.2018 15:57:37 1888 I Creating cryptographic key pair
    24.04.2018 15:57:39 1888 E Router::Start: Caught Certificate request refused by certification manager, undefined failure
    24.04.2018 15:57:39 1888 I Restarting...

  • 0 in reply to Jonathan Ramirez

    Hello Jonathan Ramirez,

    please check the CertManager logs (%ProgramData%\Sophos\Remote Management System\3\CertificationManager\Logs\), there should be a corresponding entry.

    Christian

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