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"Failed to unenroll the device. Cannot communicate with Sophos Mobile Control server"

A number of the handsets on my SMC are unable to connect to the server when trying to sync.
If I try to unenroll a device i get "Failed to unenroll the device. Cannot communicate with Sophos Mobile Control server"

However about half of the devices can sync and communicate fine.
All are on the same mobile network with data enabled, also tried on the internal wifi, still no joy.

Any ideas much appreciated.

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0 Richard Gallon over 7 years ago

Having a similar issue with an evaluation. Any resolution to this one?
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0 Peter Wright over 7 years ago in reply to Richard Gallon

This turned out to be an SSL Certificate chain issue from the internet to the SMC server.
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0 Haridoss Sreenivasan over 7 years ago in reply to Peter Wright

Hi Peter,

If you could brief how you fixed the issue, it will be helpful forRichard Gallonimplement it in his environment as well.

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 Peter Wright over 7 years ago in reply to Haridoss Sreenivasan

Yes indeed, I was about to do that :-)

Go to https://www.sslshopper.com/ssl-checker.html
and enter your SMC address (eg "smc.mydomain.com")

Ours had a broken chain, which is actually nothing to do with Sophos, but it affected the connectivity from the handsets into the server.
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0 Richard Gallon over 7 years ago in reply to Peter Wright

Thanks Peter & Haridoss,

I'm testing on Sophos Central, but I tested anyway on the cert of the server my device connects to and all passed.

I've also connected the device to several different Wi-Fi networks, as well as tested on mobile data connection but no joy.

I've logged a call with Sophos Technical Support as well, so I'll update here if I find a solution with them.
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0 Richard Gallon over 7 years ago in reply to Peter Wright

Thanks Peter & Haridoss,

I'm testing on Sophos Central, but I tested anyway on the cert of the server my device connects to and all passed.

I've also connected the device to several different Wi-Fi networks, as well as tested on mobile data connection but no joy.

I've logged a call with Sophos Technical Support as well, so I'll update here if I find a solution with them.
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