Dears,
We are facing a problem finding some users and their computers in SHOPOS portal under computers or under "Restore deleted devices and recover Tamper Protection passwords" even though SHOPOS endpoint is installed in those devices.
Hi Ahmed Obaid ,
Thank you for reaching out to the Sophos Community Forum.
There’s a filter option on the Device list, is it currently set to "Recently Online"? If it is, can you try changing it to "All" and see if it'll show the devices you're looking for?
If you can access the device, kindly check the endpoint agent UI and see when the last update was. We can also look into it further if you can turn on the Remote Assistance on your Sophos Central. I have sent you a private message, you may reply there to provide your UUID.
Hi Ahmed Obaid ,
Thank you for reaching out to the Sophos Community Forum.
There’s a filter option on the Device list, is it currently set to "Recently Online"? If it is, can you try changing it to "All" and see if it'll show the devices you're looking for?
If you can access the device, kindly check the endpoint agent UI and see when the last update was. We can also look into it further if you can turn on the Remote Assistance on your Sophos Central. I have sent you a private message, you may reply there to provide your UUID.
filter is already set to "all" but some computers still doesn't show up.
see below snapshot of when it was last updated
Hi Ahmed Obaid ,
Thank you for sharing this. Based on the screenshot, the device hasn't been updated successfully for a while now.
You can try re-registering the device. To do this, you first need to turn off the Tamper Protection. If you do not have the Tamper Protection password of these devices, you'll have to turn it off manually. I will link the KBA here for your reference:
Sophos Central Endpoint and Server: Recover a tamper protected system
Once the Tamper Protection is turned off, try to re-register using --registeronly. If this doesn't resolve the issue, I'd suggest uninstalling and reinstalling the agent to reconnect your devices to your Central account.
Let me know how it goes.
