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Troubleshooting: Enterprise Console displays incorrect status of managed computers

If the status of managed computers displayed in Enterprise Console appears to be incorrect, it is likely to be a Remote Management System (RMS) issue. This article provides troubleshooting steps to help you identify the most common causes.

Remote Management System (RMS) is the component responsible for communication between the management server and a client computer. RMS also maintains a database from which Enterprise Console obtains information on the status of client computers. If the reported status of computers seems incorrect, it is likely that the database is not being updated by RMS. This can occur if RMS is not functioning correctly or messages are delayed.

What to do

  1. On the client computer, check the following services are present and have started. The presence of these services indicate that RMS is installed. 
    • Sophos Agent
    • Sophos Message Router
    If these services are not present, then re-protect the client computer.
  2. On the client computer, check the Network Communication Report  for obvious errors.
  3. On the client computer, check that the client has the necessary certificates as issued by the server.  To do this, open the registry and check that the following keys are present :

HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Messaging System\Router\Private\pkc
HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Messaging System\Router\Private\pkp

HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Remote Management System\ManagementAgent\Private\pkc
HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Remote Management System\ManagementAgent\Private\pkp

If these are not present:

    1. Ensure that the registry key,
      HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Messaging System\Router\ParentAddress
      points to the management server.
    2. Go to the Enterprise Console server and ensure that the following services are started:
      •  Sophos EMLibUpdate Agent
      • Sophos Message Router
      • Sophos Agent
      • Sophos Certification Manager
      • Sophos Management Service
      • MSSQL$SOPHOS

If you are still experiencing problems, contact Sophos Technical Support.

If you need more information or guidance, then please contact technical support.