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failed to retrieve policy within 900 seconds

Hi

I have many computer protected by sophos.

Today, i'm trying to install the agent but, after 15 minutes i receive this error message:

In my Sophos central console, i see new compuer but it is not protected and in the events i have these errors: " failed to retrieve policy within 900 seconds" and "impossible to protect computer: Name computer"

I tried to rename computer and reinstall agent but same error.

I tried to format the computer with new hostname but i have same problem

My computer has windows 11 22h2 version.

I don't have a server but i manage from web consolle

I upload part of the logs that i found in local computer:

2023-04-26T13:37:45.7552687Z INFO : Attempt to retrieve policy.
2023-04-26T13:37:45.7552687Z INFO : Sending HTTP 'GET' request to: sophos/management/ep/install/commands/applications/APPSPROXY;ALC/endpoint/0f09019a-3770-8473-8a7d-b1913fdde501
2023-04-26T13:37:45.7552687Z INFO : Request content size: 0
2023-04-26T13:37:45.7552687Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2023-04-26T13:37:45.7552687Z INFO : Subject certificate failed validation against root CA: SophosCA1
2023-04-26T13:37:45.7552687Z INFO : Subject certificate failed validation against root CA: SophosCA2
2023-04-26T13:37:45.7552687Z INFO : Certificate check succeeded
2023-04-26T13:37:45.7552687Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2023-04-26T13:37:45.7988073Z INFO : Response status code: 200
2023-04-26T13:37:45.7988073Z INFO : Response data size: 140
2023-04-26T13:37:45.7988073Z INFO : No policy assignment command; wait for policy to render
2023-04-26T13:37:50.8021436Z ERROR : RegisterCommand::onRun standard exception: Failed to retrieve policy within 900 seconds
2023-04-26T13:37:50.8021436Z INFO : Command 'Register' completed with failure with reboot code '0' and error message 'Non è stato possibile effettuare la registrazione a Sophos Central'.
2023-04-26T13:37:50.8021436Z ERROR : Installation failed.
2023-04-26T13:37:50.8021436Z INFO : Sending HTTP 'POST' request to: sophos/management/ep/install/events/endpoint/0f09019a-3770-8473-8a7d-b1913fdde501
2023-04-26T13:37:50.8021436Z INFO : Did not discover an URL for a PAC file
2023-04-26T13:37:50.8021436Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2023-04-26T13:37:50.8021436Z INFO : Set security protocol: 00000800
2023-04-26T13:37:50.8021436Z INFO : Opening connection to mcs2-cloudstation-eu-west-1.prod.hydra.sophos.com
2023-04-26T13:37:50.8021436Z INFO : Sending request for connection confirmation through potential proxy
2023-04-26T13:37:50.8021436Z INFO : Request content size: 0
2023-04-26T13:37:50.8021436Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2023-04-26T13:37:50.8021436Z INFO : Subject certificate failed validation against root CA: SophosCA1
2023-04-26T13:37:50.8021436Z INFO : Subject certificate failed validation against root CA: SophosCA2
2023-04-26T13:37:50.8021436Z INFO : Certificate check succeeded
2023-04-26T13:37:50.8021436Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2023-04-26T13:37:50.8489964Z INFO : Response status code: 200
2023-04-26T13:37:50.8489964Z INFO : Response data size: 168
2023-04-26T13:37:50.8489964Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2023-04-26T13:37:50.8489964Z INFO : Request content size: 1000
2023-04-26T13:37:50.8489964Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2023-04-26T13:37:50.8489964Z INFO : Subject certificate failed validation against root CA: SophosCA1
2023-04-26T13:37:50.8489964Z INFO : Subject certificate failed validation against root CA: SophosCA2
2023-04-26T13:37:50.8489964Z INFO : Certificate check succeeded
2023-04-26T13:37:50.8489964Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2023-04-26T13:37:50.8956609Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2023-04-26T13:37:50.8956609Z INFO : Subject certificate failed validation against root CA: SophosCA1
2023-04-26T13:37:50.8956609Z INFO : Subject certificate failed validation against root CA: SophosCA2
2023-04-26T13:37:50.8956609Z INFO : Certificate check succeeded
2023-04-26T13:37:50.8956609Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2023-04-26T13:37:50.8956609Z INFO : Response status code: 200
2023-04-26T13:37:50.8956609Z INFO : Response data size: 0
2023-04-26T13:45:18.5729514Z INFO : Data folder: C:\\ProgramData\\Sophos\\AutoUpdate\\data
2023-04-26T13:45:18.5885956Z INFO : Sending HTTP 'PUT' request to: prod/2023-04-26T13:45:18Z-2023-04-26T13:45:18Z-3a3e1712-7d1b-5575-b8a7-a8339cd2250c.json
2023-04-26T13:45:18.5885956Z INFO : Did not discover an URL for a PAC file
2023-04-26T13:45:18.5885956Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2023-04-26T13:45:18.5885956Z INFO : Set security protocol: 00000800
2023-04-26T13:45:18.5885956Z INFO : Opening connection to t1.sophosupd.com
2023-04-26T13:45:18.5885956Z INFO : Request content size: 3888
2023-04-26T13:45:18.6198479Z INFO : Sending request
2023-04-26T13:45:18.6198479Z INFO : Request sent
2023-04-26T13:45:18.7919536Z INFO : Sending request
2023-04-26T13:45:18.7919536Z INFO : Request sent
2023-04-26T13:45:18.7919536Z INFO : Response status code: 200
2023-04-26T13:45:18.7919536Z INFO : Response data size: 0
2023-04-26T13:45:18.7919536Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2023-04-26T13:45:18.7919536Z INFO : Telemetry Response:
2023-04-26T13:45:18.7919536Z INFO : Install result: Failed
2023-04-26T13:45:18.7919536Z INFO : User profile unloaded
2023-04-26T13:45:18.8073444Z INFO : Cleaning up extracted files
2023-04-26T13:45:18.8073444Z ERROR : Error downloading/running stage 2: Setup program failed with code: 1
2023-04-26T13:45:18.8073444Z ERROR : Exception: Setup program failed with code: 1

Thanks

Roberto



Added TAGs
[edited by: Gladys at 4:14 AM (GMT -7) on 28 Apr 2023]