Can't get access to the Endpoint over Sophos Central

Question

Hi there,

I just can't find the maschine in Sophos Central, although the Sophos Endpoint is installed on the machine and running obvioulsy correct.

Updates on the Endpoint are running also.

Opening the self help shows in fact a problem with the Mannagement Communication. (Failed with error 401).

BUT, the Adress is correct.
I can open the adress in my browser. The shown IP-Adress changes all the time anyway.

The machine is in the same network / domain as the others which work fine. Also the same BS (WIN 10)
So I can find no reason for this machine not communicating with sophos central.

And clearly, I can't deinstall or anything, because without the maschine showing up in sophos central I can't get the manipulation-secure-password. :-(

Someone any ideas how to solve the connection issue?

Thanks a lot.

Greets Marcus

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Shweta · Accepted Answer

Hi Marcus Keller 
 If the machine is not reflecting in your central dashboard, you can recover the tamper protection password, and then follow the below steps on the endpoint and see if it works for you. 
 
 Stop the Sophos MCS Client service and Sophos MCS Agent Service 
 Go to path C:\ProgramData\Sophos\Management Communications System\Endpoint\Persist and delete the files with Credentials, EndpointIdentity.txt and those with the .xml extension 
 Restart the Sophos MCS agent service 
 
 After performing above steps, the machine should reflect on the Sophos Central dashboard.