Computer fails to register due to computer configuration or username

  • N.º del artículo: 120360
  • Actualizado: 29 jul 2014

Issue

Important: The latest SophosInstall.exe for Windows contains Sophos Management Communication (MCS) 1.5.4 (or higher) which fixes this issue.  Please ensure you have downloaded the latest version from Sophos Cloud if you believe you have the issue described in this article.

When installing Sophos Cloud to a client computer it fails to register with the server.  As a result the client fails to receive an updating policy and Sophos Anti-Virus is not installed. 

At the end of the installation you see the following message:

Installation Unsuccessful

Failed to register with the Sophos server.

The McsClient.log file shows a HTTP 400 status response, for example:

2014-01-06T15:22:06.217Z [ 3268] INFO HttpServerImpl::HttpEventInstanceCallback The HTTP request completed with status 400.

2014-01-06T15:22:06.217Z [ 3268] INFO EndpointIdentity::HttpCallback The HTTP callback was called with the HTTP result code 400.

2014-01-06T15:22:06.217Z [ 3268] ERROR EndpointIdentity::HttpCallback 2034: Registration failed with with HTTP status code 400.

2014-01-06T15:22:06.264Z [ 3268] WARN EndpointIdentity::HttpCallback The server returned a bad status response. This might indicate an incompatible protocol schema version.

Note: In addition to being a problem at registration time.  Future status messages which contain such characters will also cause the status message not to be processed.  For example, logging on to a computer as 'user&name' after a successful installation will not register that login name with the system.  In addition to that, changing the computer description after registration will also cause status messages not to be processed.

First seen in

Sophos Cloud Managed Endpoint

Cause

The computer's description or username contains one or more characters that invalidates the generated XML by MCSClient.exe.  This issue is being tracked as DEF95296.

What To Do

  1. Confirm that the computer has a description or username contains a character such as an ampersand (&) and the McsClient.log file shows 400 errors as detailed in the 'Issue' section above.
  2. Change the description and/or username as appropriate.
  3. Restart the computer.
  4. Once restarted confirm that the computer has successfully registered with Sophos Cloud.
  5. Sophos AutoUpdate will download and install Sophos Anti-Virus on the next check following registration and receiving the updating policy.

 
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