missing poa or key information. please check computer's inventory 6.1

Hi ,

PLease suggest the best practice here to unlock the affected system.

Has the client reported back into the server recently?

Hi Michael,

Pleasee find the attached snap FYR

Hi,

YEs ,you can see in the attached snap .

The client is connected but unable to recover the system in SGN console.

So you're typing that exact hostname into the recovery key tool?

Hi, Weare able to seacrh the system but unable to do the recovery

I've only seen this error when the client hasn't reported back into the server, but it appears from your screenshot that the client IS reporting to the server.

I would raise this as a support ticket with Sophos and I'll give it some more thought!

Hi paresh palav 

I agree with Michael for the reason behind this error. Apart from that below two could be the reason for the above mentioned error.

• Database Inconsistencies are reported by the Management Center those have not been repaired.
• Duplicate objects of the SafeGuard Client exist in the Database.

Please make sure, you don't have any of this issue with your Safeguard environment.

Hi Jasmin,

We need urgent support from your end as we have seen this issue on many users.

Also we have yesterday raised case with you (9267496) and we are trying to connect you but unfortunately connected with you.

Kindly look this matter on the priority base & help us.

Can you do recovery on ANY PC, or is it just this one PC that doesn't work?

Could you please try another PC - Pe5rhaps AWLIN-LT-12681.

Might be worth right clicking the PC object and copying the hostname exactly so you can paste it into the recovery tool and rule out making any typos in the hostname?