SEC will not connect to Management server

Hello aseru,

A couple of days ago it stopped connecting to the Sophos server

guess - as usual - nothing has (been) changed before :smileyhappy:. RDP is not involved, BTW. Anyway, eventually you should get a pop-up telling you it can't connect (and more or less, why). If you don't - what does the freeze look like? Do you get the tiny Connecting to server ... splash and what happens then?

Christian

Hi Christian,

Yes I just get the "connecting to a server" box and this just sits there, I have left it trying to connect for over an hour before. I have to end the task through task manager.

Abraham

Hello Abraham,

this is quite strange - so the box never disappears but there's also no progress? Process Explorer should give you some insight into its state and Process Monitor will show if there is any activity related to the console. At first I thought that maybe the window is just hidden but the the box should eventually disappear. Anyway, if something is logged it should be in the user's \AppData\Roaming\Sophos\Sophos Endpoint Management\5.2.1\log.

Did you use the same user (with a roaming profile) on the different PC where it failed the same way - and is this also the user you are using on the management server?

Christian

Hi Christian,

My Mistake it does eventually timeout and goes to the error window "Management server connection failed".

I have also checked with one of my colleagues a who has SEC installed and he has the same issue.

I have checked the logs and copied it below.

I do use my own account to logon to the management server where SEC works.

at struct IUnknown *__cdecl bl::SystemEnviroment::CreateInstanceOnServer(const struct _GUID &,const struct _GUID &,class std::basic_string<wchar_t,struct std::char_traits<wchar_t>,class std::allocator<wchar_t> >)
at class ATL::CComPtr<struct ISMT_CoreServices2> __cdecl bl::CreateCoreServices(const class std::basic_string<wchar_t,struct std::char_traits<wchar_t>,class std::allocator<wchar_t> > &)
at int __cdecl Run(int,class bl::CommandLine,enum bl::ConsoleType::Type)
at int __stdcall wWinMain(struct HINSTANCE__ *,struct HINSTANCE__ *,wchar_t *,int)

Abraham

Hello Abraham,

does this error window say "This may be due to one of the following" and does it have a Reconnect and an Exit button? And is the log named console-stack-....log?

Christian

Hi Christian,

yes to all.  The only thing that has changed in our set up recently is the fact we have installed a second update manager.

Abraham

Hello Abraham,

don't think it was the SUM installation. The symptoms are the same you get when the Windows firewall does not permit remote connections to RPC Dynamic Ports or to MgntSvc.exe.

Christian

Hi Christian,

We have the windows firewall turned off by default on all machines here.

Abraham

Just chaecked and the server has a firewall enabled. I will create a rule and let you know the result.

I added a rule to the firewall as per the Sophos gudie but still no change.