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Need license info but can't open Enterprise Console

evolution

QuestionNeed license info but can't open Enterprise Console

Hi,

I've got an infuriating problem.
My client has Sophos Management Console 5.2 on their server which until this week was working fine, but I can no longer open the Enterprise Console and Update Manager isn't working.

I have worked through the suggested KB article 118513, with no joy and now I would like to log a support ticket with Sophos. Trouble is, the previous IT company didn't give us any details regarding the subscription and the client hasn't so far found anything to help me, so I don't even have a customer number and the only way I can see to find these details are within the Console that won't open!

Does anyone know of a way I can get this information from the server, e.g. from the registry? I can see an AutoUpdate key with a Customer ID but this is more like a GUID.

Any other ideas would be greatly appreciated.

Thanks
:54155



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  • 0

    Hello evolve,

    the file config.xml in C:\Program Files (x86)\Sophos\Update Manager should contain the license user under the tag <ID>ActionUpdateMetadata</ID>.

    HTH

    Christian

    :54161
  • 0

    Hi QC,

    Thanks for the reply.  However my file says this (I've modified it slightly for security):

    <Action>
      <ID>ActionUpdateMetadata</ID>
      <CorrelationId>0</CorrelationId>
      <Operation>WarehouseStatus</Operation>
      <Uri>SOPHOS</Uri>
      <TopLevelCatalogue>sdds.local</TopLevelCatalogue>
      <User>HIPJI6KMS0</User>
      <Password obfuscated="true">Bwh1AcnXJk8vWiBgTAgN+tHLpeOd(plusmoretext)Password>

    Is this the information Sophos need to help me?

    Thanks

    :54171
  • 0

    Hello evolution,

    HIP******* (you shouldn't reveal it for the same reason you edited Password) would be the license username. To sort out the subscription question and obtain the license information your client should contact customercare@sophos.com . Please note that License or serial number isn't a required field though and you can raise a ticket without it.

    Christian

    :54177
  • 0

    Hi Christian,

    Many thanks for all your help. Don't worry, I changed the characters in the HIP***** entry as well :)

    Regards

    :54179