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Connectwise Automate Feedback & Questions.

Please use this space to create a new post for issues you are having if you do not see a post already created for your issue.  We will also welcome feature functionality feedback, enhancement requests, and general questions.



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  • 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.

  • I am having this exact same issue.  From my logs, each attempt to connect has this:

    2021-01-27T15:54:20.0970978-07:00 [1.0.0.134] Global :: Authenticating
    2021-01-27T15:54:20.9888757-07:00 [1.0.0.134] SophosService :: Authenticated and token updated
    2021-01-27T15:54:21.6708977-07:00 [1.0.0.134] SettingsViewModel :: Sophos WhoAmI api called

  • HI Christopher, 

    Could you please also validate the API credentials are generated from the Partner account and the tenant accounts are not trials?

  • I have generated the API from my master account to which the customers belong.

    Regarding temporary tenants, I have no idea about that as I have simply created the customers and never assigned anyone as temporary anything.  The only references I can find regarding tenants is in the api programming documentation which I'm definitely not messing with.

    I have confirmed again that I can create the API credentials, enter it into the sohpos central plugin, it will connect, but when I refresh the page with the refresh icon or leave the screen and return it has disconnected and will NOT reconnect again until both the pass and key have been re-entered..

    I have tested this also using api keys from a customer level as well with the same result.

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  • I have generated the API from my master account to which the customers belong.

    Regarding temporary tenants, I have no idea about that as I have simply created the customers and never assigned anyone as temporary anything.  The only references I can find regarding tenants is in the api programming documentation which I'm definitely not messing with.

    I have confirmed again that I can create the API credentials, enter it into the sohpos central plugin, it will connect, but when I refresh the page with the refresh icon or leave the screen and return it has disconnected and will NOT reconnect again until both the pass and key have been re-entered..

    I have tested this also using api keys from a customer level as well with the same result.

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