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Just wanted to give an update on this. I think this should be something that is added to the instructions.
The fix was after installing the plugin through Automate, you have to go assign the Sophos Plugin…
I just installed this plugin today and cannot get it to stay connected. I go into the settings for the plugin and put in my API key and secret and it actually does say "Connected" and in using Fiddler, it does get a successful response from the Sophos API and gives me a valid token with expire time.
The problem seems to be related to the DB based on the response I got from the POST to the Automate endpoint when it is trying to INSERT into "plugin_sophos_central_pld_auth". The POST responds with a -9999 code.
This is further shown when I click out of the settings window and go back into it, the key and secret have disappeared. So it looks like it is just not saving them.
I opened a ticket with ConnectWise and they said I would have to get with you guys. Any help would be appreciated. Thanks.
Hi William, sorry to hear you are experiencing this issue. Could you please let me know if you are upgrading from a previous version or this is a new install? Also, are you on-prem or hosted with Connectwise?
Not upgrading. This is a brand new install on the hosted version from ConnectWise.
Hi William, could you please work with Connectwise support to pull the Sophos connector logs from the hosted server? On an on-prem machine they could be retrieved via the following locations:
I am having this exact same issue. From my logs, each attempt to connect has this:
2021-01-27T15:54:20.0970978-07:00 [18.104.22.168] Global :: Authenticating2021-01-27T15:54:20.9888757-07:00 [22.214.171.124] SophosService :: Authenticated and token updated2021-01-27T15:54:21.6708977-07:00 [126.96.36.199] SettingsViewModel :: Sophos WhoAmI api called
We are also having this problem with a new setup. We are hosted with Automate but also get the initial connected status which then on a refresh goes back to disconnected.
We have raised a support ticket with Sophos, however, their initial answer was to send articles regarding the PSA sync which obviously has no relevance.
I have got these logs, would you like me to PM them to you?
Hi William, I haven't seen your logs come through yet, would you be able to email them directly to me at elias dot collins at sophos.com?
Please also validate for me that you created the API credentials from the MSP account, not the customer account, and the customer accounts are not trials?
This application is only supported for paid accounts under management and API authentication from the Partner level.
Could you please also validate the API credentials are generated from the Partner account and the tenant accounts are not trials?
I will email them. I didn't attach them in case they had sensitive information.
I did create the API key as per the instructions under the MSP portal.
As far as the customer accounts, we can't even get to the point of assigning the tenant to the customer as it won't stay connected.