Sophos Cloud - How to re-register a Mac

  • Article ID: 120825
  • Rating:
  • 4 customers rated this article 2.3 out of 6
  • Updated: 04 Mar 2016

Issue
Following the deletion of a Mac computer in Sophos Cloud the computer cannot be re-registered with the Cloud without uninstalling and re-installing Sophos Anti-Virus.

First seen in
Sophos Cloud Managed Endpoint

Operating systems
Mac OS X

Cause
When the Sophos Installer is re-run over the top of an existing install, it is seen as an upgrade and not a fresh install as all the registration has already been performed. The following message will appear in Install.log:

Upgrading the "saas" product.

As the computer has been deleted in the Cloud interface, the Mac cannot communicate using the existing registration information.

What To Do

It is recommended to remove and re-install Sophos Anti-Virus for Mac. For more information on how to remove Sophos Anti-virus for Mac see article 121507 or 120856.  

Note: Sophos Cloud stores previously generated Tamper Protection passwords and these can be found under https://cloud.sophos.com/global-settings/tamper-protection.  This maybe required if a new password has been generated after a Mac was deleted from Sophos Cloud.

To force a re-registration without uninstalling and re-installing the following procedure may also be followed:

  1. Follow the step 2 and 3 set out in KB122638 for removing the keychain (Skip the uninstall)

  2. Open Terminal from Spotlight (press Cmd + Spacebar, type 'terminal', and press enter).
  3. Run the following commands:
    1. sudo killall SophosConfigD
    2. sudo launchctl stop com.sophos.mcs
  4. Reboot the Mac

The Mac will now perform the registration and should as managed.

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

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