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Clients Not Showing Up In Console but Updating Normally

dedwards

Hi,

I recently performed a move of my Sophos Enterprise console to a new server. I went through the instructions listed in the most recent KB. Other than a small hiccup with getting the update manager configured, it all went well. I would like to decomission my old server soon, but I have run into a few errors on the new server so have been holding off.

1. My first problem was that I was not able to get systems to switch their updates to the new server using the "protect computers" function. While I can go through the steps, it doesn't show as if any other computers are connecting. When I go to the client, I see they are using the old server.

2. My remedy has been to run the installer on the client. Would be much easier if I could do it form the console, but after running the installer locally, I can see that it is using the correct update server and is updating normally.

3. Even after running the installer, I don't see the systems listed as "connected" in the Sophos Console (on old server or new server). I tried to uninstall all components first and manually do the install again, and once again, the updates are happening normally, but not showing up in the console.

so I am OK in that my clients are getting updates, but it's been a pain because nothing is showing up as connected. Firewall has been disabled, so I don't think it is a communication error. I do have separate VLANs, but I see this error even with computers on the same VLAN as the new enterprise server.

Anything that I should look into in terms of next steps?

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  • 0

    Hello dedwards,

    so your endpoints show neither on the old nor the new server as connected?

    I was not able to get systems to switch their updates to the new server using the "protect computers" function [...] after running the installer locally, I can see that it is using the correct update server

    might sound like a silly question but it's one of those you regret - after long troubleshooting - not having asked initially (like: is the power cord plugged in?): Are your updating policies correct? If they still point to the old server Protect computers instructs the endpoints to install from the old location, which causes the updating policy on the endpoint to point to old.

    I don't see the systems listed as "connected"

    I'd expect them to be able to connect to one of the servers. Open ReportData.xml in %ProgramData%\Sophos\Remote Management System\3\Router\NetworkReport\ and note the values for Parent addresses and Current parent address. Also restart the Sophos Message Router service and check the most recent Router-date-time.log.

    Christian

    :58165
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    so your endpoints show neither on the old nor the new server as connected?

    That is correct. the endpoints aren't showing up as connected (green icon) on either server

    might sound like a silly question but it's one of those you regret - after long troubleshooting - not having asked initially (like: is the power cord plugged in?):

    Not a silly question at all! I have been burned by that before. Yes, there is an issue with some clients not physically being on campus, but I am also seeing this behavior on our servers that are on 24/7.

    Are your updating policies correct? If they still point to the old server Protect computers instructs the endpoints to install from the old location, which causes the updating policy on the endpoint to point to old.

    As far as I know, they are correct. they all point to the new server. If I go to the client, they list the new server as the update server and when I look at the update log, it shows successful with no updating errors.

    I'd expect them to be able to connect to one of the servers. Open ReportData.xml in %ProgramData%\Sophos\Remote Management System\3\Router\NetworkReport\ and note the values for Parent addresses and Current parent address.

    OK, this is a bit more helpful. The Parent Address and Current parent address listed on the new server are the values for the old server, FQDN and IP Address. The new server is only listed under RMS router name.

    On a client. The parent address and current parent address values are the new server and the new server FQDN (no IP address). The RMS router name is listed as Not available.

    :58176
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    Hello dedwards,

    lil'bit of a mess - looks like the new server thinks it is managed by the old one, what's its RMS router type value? It should be "server" and no parent addresses set.
    Dunno how this could happen ... apparently the mrinit.conf is correct, I'd check the one in the SUMInstallSet share, uninstall SUM and RMS, then reinstall SUM. Not SOP, but then, something non-standard has happened to the installation.

    Christian
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    lil'bit of a mess - looks like the new server thinks it is managed by the old one, what's its RMS router type value? It should be "server" and no parent addresses set.
    Dunno how this could happen ... apparently the mrinit.conf is correct, I'd check the one in the SUMInstallSet share, uninstall SUM and RMS, then reinstall SUM. Not SOP, but then, something non-standard has happened to the installation.

    OK, I can give this a shot. We are talking about the new server, right?  I see Sophos Update Manager un the uninstall, but not Remote Management Server. Do you mean I should uninstall the entire Sophos Management Server?

    :58180
  • 0 in reply to dedwards

    Hello dedwards,

    sorry for the late reply - took a few weeks off (off as in offline). Could you solve your problem?
    uninstall the entire Sophos Management Server?
    Found Uninstalling Sophos Update Manager from a management server hosting Sophos Enterprise Console which says you should contact Support. You're right that RMS is not listed (it will be uninstalled together with SUM), but I also saw that SUM has Repair enabled but can't say if it would help.

    Christian

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