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Most Clients Shown As 'Disconnected' in SEC 5.5.0

isoffice

Hi folks,

We are running Sophos Enterprise Console (SEC) 5.5.0 on a Windows 2008 R2 Enterprise (64-bit) Server.

I have recently noticed that more than 50% of our client PCs to which Sophos Endpoint Security & Control has been deployed are shown as 'disconnected' in SEC. I have carried out a ping-sweep of the network and can confirm that most, if not all, of these PCs are actually powered on, connected to the network and working fine.

Only after I restart the Sophos Message Router Service on the client PCs do they then change their status to 'connected' in SEC. I have no wish to carry this task out on several hundred client PCs individually as you can imagine, so I'm hoping someone can possibly shed some light on what may be happening here and suggest a solution to this issue?

Many thanks,

John P



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  • 0 in reply to WorEen

    Hi Ian,

    Many thanks for that update. It does indeed look like the issue goes much deeper than originally thought.

    I, at last, heard back from Sophos Support who informed me that may call has been escalated and will be addressed by a next level engineer.......when one becomes available.

    Many thanks,

    John

    2 x SG450 (Version 9.714-4)

    HA = Active-Passive

  • 0 in reply to isoffice

    Carrying on carrying on.  Earlier this week we received an email informing us that the engineer was still awaiting a response and that the JIRA ticket had not been updated.

    Today we were requested to create a new software subscription updating policy (subscribing to a previous recommended subscription) together with associated groups, updating and anti-virus and HIPS policies. We applied this to two affected workstations.

    The original version was 10.7.2 VE3.69.2.  The two affected workstation are now running 10.6.4 VE3.67.3. After the policies were applied and rebooting when prompted the workstation are showing connected.

    I'll keep you posted.

    Ian.

  • 0 in reply to WorEen

    Hello Ian,

    I assume you've rebooted more than once.
    As far as I can see there were some changes in RMS, it's 4.1.0.140 vs. 4.1.1.127.

    Thanks for the update
    Christian

  • 0 in reply to QC

    Hi guys!

    Any news regarding this issue?

    Thanks,

    Rok

  • 0 in reply to Rok

    We understand that Sophos are unable to replicate the fault.  Last week we were contacted to review our DNS settings.  Straws and clutching came to mind.  We provided the requested  information, stated we do not have any DNS issues and reminded them that, following their instructions, we have some affected users setup in the console who are running v10.6 without issue.

    Regards,

    Ian.

     

  • 0 in reply to WorEen

    I thought that this issue is related to CORBA as it was mentioned here and not DNS. The fact is that RMS was upgraded and the only workable workaround is to run scheduled powershell script that restarts rms service every morning on all clients because only restarted or shutdown/power on machines are affected.

     

    Regards, Rok

  • 0 in reply to Rok

    Hi,

     

    We are experiencing same problems, so I assume it is on going problem. What is the latest response from Sophos?

    Thanks,

     

    Regards,

  • 0 in reply to Edin

    We have the same problem. Is there any update Sophos?

  • 0 in reply to IT or not to IT

    Hi IT or not to IT & everyone, 

    The reported issue is actively being investigated internally by our team. I will periodically keep this thread updated with further developments. If we have any new user's facing the same issue, Please do PM me the reference case numbers so that I can have it tagged to the reported issue.

    Regards,

    Gowtham Mani
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • 0 in reply to Gowtham Mani

    Hello Everyone,

     

    Is there any luck for this issue, we are also getting a huge list as Disconnected in SEC 5.5.0.

    Looking forward to have best solution for this issue to rectify bundles of issues.

     

    Best Regards

    Faisal Raza

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