Clients are not updating in the enterprise console

Hello Max Laser,

when we have more clients in use that we have licensed
never heard of such a thing but who knows [:)]. Sounds more like something's stuck. You could check (and restart) the services, the Message Router, Agent, and Management Service. Or simply reboot the server especially if it has been running for a longer period.

Christian 

Hello Max Laser,

when we have more clients in use that we have licensed
never heard of such a thing but who knows [:)]. Sounds more like something's stuck. You could check (and restart) the services, the Message Router, Agent, and Management Service. Or simply reboot the server especially if it has been running for a longer period.

Christian 

Hey Christian,

we restarded the server a few times, restarded also the services before.

Hello Max,

then the apposite (but usually fruitless) question is: What happened or has been changed around this time? If I were to encounter something like this I'd asperse the networking group  [;)]

Please check if there are any RMS connectivity issues. On an endpoint view the Network Communications Report. Additionally  telnet server 8192 (for server use the MRParentAddress(es) from mrinit.conf) - this should for at least one address return an IOR. You can parse the IOR here. If you get no response there's likely a firewall involved. Otherwise telnet host 8194 (using host or hostname from the parser's output. You should get a connection but no output, wait some 15 seconds and press enter and the connection should close. again, if this doesn't work it suggests that something is blocking the communication.

Christian   

From a "failing" client, the client tests would be:

Check the registry key: hklm\software\wow6432node\sophos\messaging system\router\parentaddress

Can the client reach that name, address, FQDN?  The Sophos Message Router will try them in the order listed.

The ideal test from a client would be to run:
telnet serveraddress 8192

telnet serveraddress 8194

Where serveraddress is the value(s) in the parentaddress value mentioned above.  When connecting to 8192 you should get a string.  When connecting to 8194 it should connect but only a blank screen is shown.  You could go as far as to copy the string returned on 8192 and paste it into an IOR parser such as: http://www.catior.org/cgi-bin/catior  The decoded string should have another reference back to the server, i.e. the IP address and the port to connect back to, by default 8194.  The client will also need to connect back to the server on this address.

Note: you may have to add telnet client from programs and features.

Also ensure that the Sophos Message Router and Sophos Agent service are started on the client.

You can check the Router log file (under \programdata\sophos\remote management system\router\logs\...) for the above tests, i.e. reading the IOR connecting back to 8194, sending status message.  Any errors on a fresh start of the Router service?

If that all checks out, what does the Router log on the server say? Can you see the status messages from the clients being received? Can you see reference to the client computer you just restart the router on?

In the "msgn" log of the Sophos Management Service (\programdata\sophos\...) are the messages recent? This is the next layer up from the Router before messages are stored in the database.  I.e. the Sophos Management Service, logs on to the Sophos Message router on the server and they exchange messages as received from the client via the Router to Router communication channel.

Regards,

Jak

Thank you guys for your help. I couldn´t get a telnet connection, with hostname or fqdn.

I checked the firewall, and somebody activated the windows firewall.As soon as i deactivated the firewall, the clients were connecting to the server. Sometimes, it´s the easiest solution to solve a problem ;).