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Management Communication

mpca
#1 · 12. Mai 2021, 20:33

https://support.sophos.com/support/s/article/KB-000036450?language=en_US

Overview

Note: This article is to be used with the Sophos Endpoint Self Help tool found in Sophos Central Windows Endpoints only. This article is linked from the Sophos Endpoint Self Help (ESH) tool and provides troubleshooting steps when the utility reports a bad health state against Management Communication.

To perform the troubleshooting steps in this article:

  • Sophos Tamper Protection must be disabled.
  • You must have Administrator rights.
  • You may require Network Administration rights.

The listed sections provide guidance on areas to check. We suggest you go through each section to troubleshoot Management Communication issues. If the guidance does not assist in resolving your issue, raise a support case as detailed under Additional steps. Once available, further information will be provided in the Advanced troubleshooting guidance linked in the Related Information section.

If the Connection Details information does not appear:

  1. Press the Windows Key + R and type services.msc and press Enter.
  2. Locate the Sophos MCS Client service.
  3. Restart the service.
  4. Click Refresh in the ESH. The Connection Details should now appear.

The following sections are covered:

Applies to the following Sophos product(s) and version(s)
Endpoint Self Help Tool

Management Communication Services are Stopped

  • If either or both the Sophos Management Communication Services (MCS) services are Stopped, and the following banner is present, review and perform the troubleshooting steps in Sophos Endpoint Self Help - Services

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Enable network adapters

  1. Press the Windows Key + R, type ncpa.cpl, and press Enter.
  2. Ensure the required network adapters are enabled and are not in a Disabled or Not Connected state.

Confirm connection to Sophos.com

  1. Press the Windows Key + R, type cmd.exe, and press Enter.
  2. Type the command ping sophos.com.
  3. If the connection is successful, the ping result shows Sent = 4, Received =4.

Resolve the MCS server address

  1. Open the ESH window, then go to the Management Communication tab.

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  2. Under Connection Details, take note of the Server address.
  3. Press the Windows Key + R, type cmd.exe, and press Enter.
  4. Type the following command, changing the address to the address listed under Server, for example:

    nslookup mcs2-cloudstation-us-west-2.prod.hydra.sophos.com

    Note: Ensure you modify the above address to list the address listed under the Server tab seen in the Endpoint Self Help Tool. Also, make sure to type the server address itself and not the full URL.

  5. Success is a response from the server along with an IP address.

    Note: If the Connection Details contains Message Relay, a Message Relay has been set up to proxy traffic to Sophos. Ensure you can perform the nslookup command against the Message Relay server.

Review the Last Communication timestamp

Cross-reference the Last Communication timestamp with the Last Successful timestamp. Check for any significant changes to the network infrastructure since the Last Successful timestamp.

Confirm proxy address is correct

Check that the Proxy address is correct and current. Confirm no Proxy changes have taken place since the Last Successful timestamp that could affect the connection to the server address.

The Proxy address will not appear if you are using a Message Relay. Instead, Message Relay will display with the server configured to be a Message Relay.

Additional steps

Once the previous steps have been performed, click Refresh in ESH to check if the issues have been resolved. If the issues remain, open a support ticket and provide:

  • A Sophos Diagnostic Log by selecting Launch SDU from ESH.
  • All troubleshooting steps performed and the results.

Related information

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