Database issues resulted in AP registration loss for some customers with accounts in Frankfurt

Hi,

This night at about midnight UTC, we encountered a database issue. For about 30% of our customers with accounts in Frankfurt, their access points lost their registration in Sophos Central due to this and stopped broadcasting any network. You were affected if you got a notification at about that time stating that your access points are offline. All others not receiving this message weren't affected.

The issue has been resolved meanwhile. The AP and network configuration for these customers is still available, but as the APs lost their registration, they cannot recover by themselves. To recover, please do the following:

1. DO NOT DELETE THE AP - otherwise you have to reconfigure it.
2. Go to the Access points list
3. Click on Register
4. Enter the Serial number(s) and click on "register" - you can copy & paste from the Access Point list
5. Wait till registration has ended (it might be that you have to power-cycle your APs in case they do not show up within 5 minutes)
6. Check your Access Point list: your offline APs should be online again, the configuration should be unchanged

We're sorry for the inconvenience. 

Kind regards,

Dirk Bolte