Duplicate Machine Entries

Duplicate entries of the same machine found under the Computers tab within the Sophos built integration into ConnectWise Automate are indicative of one entry coming from the ConnectWise installer and the second entry being returned from the Sophos central connector query. Ideally they should be mapped and show only one entry that will represent both the ConnectWise and Sophos machine but in some cases, this is not happening automatically.

Possible root causes

Root cause 1

  1. For a match to be made in the table, the machine in question must have the service "Sophos MCS agent service” in a running state.

  2. If the said service is not running or does not exist on the machine, then it is possible that the Sophos agent is not properly installed hence it would show both entries as separate machines.

Root cause 2

1. The monitor that performs the mapping is disabled.

Possible solutions 

Case when Sophos is not installed, or there is an issue with the installation on the machine in question

  1. Users can manually or automatically deploy/re-deploy Sophos on that machine from the “Computers”  or "Locations" tabs of the plugin.

    1. See the Deployment section of the getting started guide for further details.

Case when Sophos is installed but the mapping has failed

*Note: This step is only applicable when the machine is already running “Sophos MCS agent service”, or the user has selected new products to be installed on the machine.

Users can run the monitor task to execute a mapping.

  1. Open Automate Control Center.

  2. Goto to the following path by clicking the Automation button from the left navigation menu.

a. Automation -> Monitors -> Internal Monitors

  1. In Internal Monitors search for “Sophos - Auto-Register”

  2. Now right click on “Sophos - Auto-Register” and click on “Run Now”.

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