Enterprise Console: DNS error

  • Article ID: 17136
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  • Updated: 18 Aug 2015

If workstations running Sophos Anti-Virus for Windows cannot determine the management server's IP address from that computer's name, they will be unable to communicate with the server. The same problem can occur with the address of message relay computers.

This will be noted in the RMS Router logs in c:\programdata\sophos\remote management system\3\logs\ that it cannot find server.

This problem may also be mentioned in the Sophos Network Communications Report.

Applies to the following Sophos product(s) and version(s)
Sophos Anti-Virus for Windows 2000+

What To Do

To identify the problem,

  1. Open the registry editor, and note the value of ParentAddress under HKLM\SOFTWARE\Sophos\Messaging System\Router.
    Check that they are reporting to the correct server.
  2. Open a command prompt.
  3. Run nslookup on
    • the name of the console computer
    • the name of the affected workstation (endpoint).

If nslookup returns an error, check the TCP/IP setting on the endpoint.

  1. In the Windows Control Panel, in 'Network connections', open the properties of the network adapter.
  2. Select TCP/IP and click 'Properties'.
    • If the endpoint has a fixed DNS server, ('Use the following DNS server addresses'), the address may be incorrect or out of date.
    • If the endpoint uses 'Obtain DNS server addresses automatically', the problem may lie in the DNS, or DHCP, server on the network.

Sophos recommends that Enterprise Console is installed on a computer that has a fixed IP address on the appropriate network adapter. If the management server has a static IP address, the installer will configure all endpoints to use any static IP address, in preference to using the server's name. In this case resolving names to IP addresses is not required.

To convert an existing installation to use fixed IP addresses, the server must be reinstalled, and all endpoints re-protected.

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

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