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How do I delete or refresh my CM account?

rfcat_vk over 3 years ago

Hi folks,

my CM account appears to have a configuration issue regarding heartbeat, so the question is how do I refresh the account or delete it so that I can start a new account (home use)?

Ian

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rfcat_vk over 3 years ago in reply to rfcat_vk +1 verified

Ii am reliably advised the issue will be resolved when v19 GA is released. Ian

0 emmosophos over 3 years ago

Hello rfcat,

Thank you for contacting the Sophos Community.

That would be done for our Customer Care team if possible.

Is this related to the emails you’re getting about a certificate expiring?

Regards,
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0 rfcat_vk over 3 years ago in reply to emmosophos

Hi Emmanuel,

yes it is.

Ian
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0 rfcat_vk over 3 years ago in reply to rfcat_vk

A little update, I restarted my xg115W and the services status now shows green.

This is not the first time I have done the deregister and restart the XG, also done with the same with software version and when aded back tis CM heartbeat failed.

Ian

Edit - added extra info
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0 LuCar Toni over 3 years ago in reply to rfcat_vk

https://support.sophos.com/support/s/article/KB-000043494?language=en_US

Did you try the workaround in this KB?
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0 rfcat_vk over 3 years ago in reply to LuCar Toni

I hadn't't seen that article but I don't think it applies in these cases because the software and hardware versions register in CM without any issues and then CM issues the warning about the heartbeat and hotfix. The heartbeat fails after connection to the CM as per my previous posts and threads.

Ian
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0 rfcat_vk over 3 years ago in reply to emmosophos

Hi Emmanuel,

any further thoughts on how to get the CM account fixed, I don't think I am alone with this issue?

ian
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+1 rfcat_vk over 3 years ago in reply to rfcat_vk

Ii am reliably advised the issue will be resolved when v19 GA is released.

Ian
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