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Cannot Connect to Safeguard Server

BBa

I'm attempting to run v5.50.8. I've installed the preinstall client, client, and client configuration file on a Win XP machine. I've rebooted, but after it comes back up it will not connect to the server, to allow me to reboot and start the UMA process.

I've been working on support for about a week on this, but they haven't gotten back to me in 4 days. They sent me the Analyzing Client Server Communication document. I've gone through it and I am back to the point where I should contact support which is not responding to me.

I did find the following error code in the TCP stream, but I'm not sure what it pertains to or how to address:

536870998 Data request format not recognized.

Any ideas?

Thanks

:8351


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  • 0

    Here's some helpful troubleshooting tips:

    Look in Add/Remove Programs and make sure you see all 3 Sophos installs listed (Preinstall, Client and Client Config). If you don't, one of the installs is missing so you'll need to install whichever one is missing.

    To see the status of SGN: from client machine, open command prompt and go to C:\Program Files\Utimaco\SafeGuard Enterprise\Client - type “sgnstate /L”. This shows the server they are communicating with and what drives are encrypted. You may need to tweak the path, not sure for XP, we use Windows 7.

    To see what server SGN Client is communicating with: open c:\programdata\utimaco\safeguard enterprise\local cache\transout\config\init.xml (for Windows 7) – should be whatever your SGN server is. Edit this file but don’’’’t save. If it’’’’s not pointing to the correct server, uninstall the Sophos SafeGuard Client and install it again. 

    :8475
  • 0

    We have all three installed. Everything looks okay with the state and it is referencing the correct server.

    We ended up building a new server to house the SafeGuard server and that seems to be doing the trick. Initially we were trying to repurpose a server that already had IIS installed. They may or may not have been the issue.

    Thanks for the tips JuJo! I didn't know about the sgnstate.

    :8479
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