Sophos cannot find update key. Only the license file can be imported to Sophos UTM.

Sophos cannot find update key Typically Sophos automatic updates fail due to multiple reasons which include connectivity or wrong credentials. (Go get a cup of coffee first. Then enter the security code displayed in your authenticator app. Feb 1, 2025 · A second machine is having this problem now Happened during a manual installation of Endpoint Security and Intercept X. Have an issue with an endpoint now showing up in Sophos, tried running an update but the machine is not showing up. Aug 8, 2025 · This article is intended for use with the Sophos Endpoint Self Help (ESH) tool in Windows devices with Sophos Endpoint. Users can authenticate across multiple devices without having to remember and enter separate passwords for each one. This means that you can't determine if you're using the latest version. Apr 1, 2025 · This also reduces the size of the file sent to Sophos Central from AD, which speeds up synchronization. com From the logs, you'll get the "server name" from which the device is fetching the licensing info. Click your Profile icon, and then click Licensing. Feb 13, 2023 · Note Sophos Endpoint uses signatureless detection. 5. Scan the QR code with your authenticator app to add the Sophos Central account to your device. 1. When the setup is complete, you'll see a window with the following message: Successful enrollment. See the following documentation pages regarding the Sophos Central-managed endpoint: Sophos Central: Software packages Sophos Central: Update Management Note: The Update Management policy sets the day and time when you want product updates to become available for devices. Licensing Model The modular licensing model of Sophos is very flexible. From Core Agent 2023. Sep 24, 2012 · I installed a new endpoint over the weekend and one on Friday, neither show up in the UTM and in the updating log I get Sophos AutoUpdate could not continue because no valid update locations were defined. During installation of Sophos System Protection Service installer claims that the user does not have enough priviliges although setup is done with administrator account and all previous modules and services have been installed. Sophos cannot automatically update more frequently than every 60 minutes. Feb 4, 2025 · Sophos Firewall: Websites do not load due to Kyber/ML-KEM support KBA-000009276 Feb 04, 2025 1 people found this article helpful Jan 10, 2024 · If users cannot log on to their computer (forgot BitLocker PIN, macOS password, etc. I opened a ticket This article provides the information about licenses, license schedules, keys, and activation that you will need to get started with the Sophos products you have purchased. Note - The keyword to find the server-name is "URL" Mar 24, 2025 · Deleted and expired devices Mar 24, 2025 Deleting Windows devices automatically turns off Tamper Protection, removes installed components, and disables all protection. Sophos Search the Sophos AutoUpdate log for the following string: SetupDLLManager::Install Reboot state: 1 Check the previous lines to determine which product is requesting the restart. I was thinking this could be as a result of issue with the update cache on the server the devices are getting updates from. Aug 12, 2014 · We will look at Sophos automatic updates issues with endpoint security and control software. That key should be applied in Sophos Central, following the instructions on the license schedule. any suggestions gratefully received. Feb 1, 2024 · Hi Peter, Thanks for reaching out to us. soa. The key encrypts sensitive information, such as passwords, secrets, and keys, preventing unauthorized access. First, there is a base license, providing basic functions for free (see table below). Perform an update on the machine and wait until it completes. To perform the troubleshooting steps in this article: Tamper Protection must be turned off. This article is linked from the Sophos Endpoint Self Help tool and provides troubleshooting steps when the utility reports issues with the Device Encryption status. exe. Ensure you have the license key shown in the license schedule that Sophos sent you. Jul 24, 2023 · Problem with new Sopho XGS87 (SFOS 19. Microsoft Sophos cannot analyze why the registry key is not deleted following a restart. Note: The content of this article is available in the following: Sophos Central Admin: Encryption Recovery Key Search Sophos Central Admin: Retrieve recovery key via Self Service Portal Sign up for the Sophos Support Notification Service to receive proactive alerts for Sophos products and Sophos Central services. txt / . You can find more information on how to run the cleanup tool in the following article. Because of this there is no way to disable tamper protection within the app since we are unable to get the password through Sophos Central. Your administrator can view and manage this in Sophos Central. When activated, a license key will Nov 29, 2023 · What do I need to do? When purchasing your switches you most likely also purchased a Support & Services subscription as well, and should have received an activation key on your license schedule at the time of purchase. You can also add a device name. tried updating windows and turning the firewall off but still cannot update. exe, on it's next check should attempt to read the key, fail and the next update status should send back a 0 state. Click Show Key to display the recovery key. Oct 11, 2024 · The key encrypts sensitive information, such as passwords, secrets, and keys, preventing unauthorized access. Dec 10, 2024 · Hi folks After the last update of Win11 I could not log back into my Notebook. always get "ERROR: Download of Sophos Endpoint Security and Control failed from server sophos" have uninstalled and re-installed but still no joy. In Sophos Central, go to Computers and click More > Retrieve Recovery Key. HKEY_LOCAL_MACHINE\SOFTWARE\ [Wow6432Node]\Sophos\AutoUpdate\UpdateStatus\VolatileFlags Then force an update. com eu-prod-csr. The default administrator (username: admin) sets the secure storage master key. Please assist. To resolve this issue, it is necessary to manually reinstall Sophos AutoUpdate before any additional Sophos products or services can be installed. Jul 17, 2025 · Overview Sophos Tamper Protection can be turned on or off in Sophos Central, locally on the endpoint/server via the Sophos interface settings, or by using the command-line interface SEDcli. Note: These steps will trigger a pending reboot alert for Sophos once completed. Apr 5, 2022 · To get the license and sync the Sophos Firewall, try to contact any of the following domains/servers: eu-prod-utm. log" . A license key is typically for a term of 12, 24, or 36 months. 17 hours ago · Sophos Central: checked with Sophos admin — device reported Unmanaged, Sophos Central does not have recovery key for this device. How to apply a Sophos License Renew Key to your UTM Overview This article will show you how to: Apply a new Sophos license key to you existing UTM product after you have purchased a renewal, Align your subscription (If needed), Download the license file to your computer, and Apply the license file to your Sophos UTM hardware. Every now and then when we set up new workstations at my office they will not report back to Sophos and as such we are unable to look them up in Sophos Central. Delete the files in: "C:\ProgramData\Sophos\AutoUpdate\Logs \" or "C:\Program files\Sophos\AutoUpdate\Logs \" called: "ALUpdate*. I cannot find the recovery key. To completely remove the software, you must uninstall Sophos Endpoint Agent from the device. This article provides advanced and expert troubleshooting guidance when ESH reports a bad health status against Update. 2 MR-2-Build624): Cannot create the secure storage master key and cannot create users. This thread was automatically locked due to age. Enter your key and click Apply. Firmware updates. If you see Apply Activation Code, enter your key and click Apply. So, if you restated and the key has gone, alupdate. Aug 7, 2025 · Contact Sophos Support if you need help. For more information, see Sophos Firewall: Secure storage master key. log from the above Aug 7, 2025 · Contact Sophos Support if you need help. Further analysis will need to be done by Microsoft. Advanced RMA support. Click Continue. Additional steps Once the previous steps have been performed, click the Refresh button in Endpoint Self Help to check if the issue has been resolved. 2, this process applies to the following scenarios: Devices deleted from Sophos Central Expired licenses You don't . Local filesystem / removable drives: ran scripted search for . To perform the troubleshooting steps in this article: Jun 14, 2017 · I have a windows 10 PC (in-line upgraded from Windows 7) and the latest version of Sophos Anti-Virus (SAVW-107-SA) but it will not update. Before using this advanced article, see Sophos Endpoint Self Help—Update. Note If you enter a volume identifier, Sophos Central displays all available recovery keys for this Aug 8, 2025 · This article is intended for use with the Sophos Endpoint Self Help (ESH) tool in Windows devices with Sophos Endpoint. 24/7 multi-channel support. 3. The command-line interface provides similar levels of functionality to those provided in the Sophos interface settings. This key is only used to activate the license. Hi, Can you provide us with the trace log of AutoUpdate, they have a bit more information to work out what's going on. 5 days ago · 08 Nov 2025 - 02:02:13 UTCCentral Endpoint - Mac Feb 1, 2025 · And the agent has been deleting certain applications despite having exempted them on Sophos Central. Feb 27, 2025 · Secure storage master key The secure storage master key provides extra protection for the account details stored on Sophos Firewall. Before running through the steps below: Go to Sophos Endpoint Self Help: Known Issues to check for any issues that may be detected on your device Jan 14, 2025 · You can turn tamper protection on and off for all your Windows computers, Windows servers, and Macs. sophos. Is there a method for removing sophos from the machine without the tamper protection password Apr 4, 2025 · AP6 support and services licenses are purchased for each AP6 access point and include the following additional benefits: All Sophos Central management features for AP6, including managing SSIDs and VLANs, configuring the device, and viewing the status. Enter at least five characters of the recovery key identifier or the volume identifier provided by the user. I have been into the configure updating section and it was initially greyed out, so i edited the config file then inputted the correct license details (other users were greyed out, but editing this file then inputting details fixed theirs) but his still doesn't update. ), they can use the Sophos Self Service Portal to retrieve a recovery key. Aug 24, 2023 · RESOLVED Advisory Sophos Firewall: License server check failure KBA-000008477 Jul 11, 2024 1 people found this article helpful Aug 5, 2025 · Note Check your software or device vendor's documentation to find out if your credential manager supports cross-device synchronization. You can find help on finding and removing inactive users as follows: How to find and remove old computer accounts in Active Directory Regularly check for and remove inactive user accounts in Active Directory You receive a message during installation stating "Sophos Home cannot be installed until your computer is restarted" This error usually appears due to a pending reboot flag in the Windows Registry. Oct 22, 2025 · To activate a license, do as follows. I also do not have a valid encryption license, therefore any document within the online help is not applicable to my case. If you cannot locate your key: We would like to show you a description here but the site won’t allow us. Sep 15, 2025 · In Sophos Central, go to My Products > Encryption > Computers. 2. The master key requirements for backup and restore are as follows: You Dec 31, 2024 · Click Set up now. Note – The activation key you received by email cannot be imported into WebAdmin. Any idea how to fix this Apr 5, 2024 · Activating firewall license keys FAQ Apr 5, 2024 Find answers to common questions about activating your Sophos Firewall license keys. Oct 6, 2025 · Sophos AutoUpdate is missing during the initial installation or during an update. What is the license key for? The license key is a unique token that, when activated, will either start or extend subscription features on your Sophos Firewall. If you see an Apply License Key link, click it. Copy Overview This article is to be used with the Sophos Endpoint Self Help (ESH) tool found on Windows devices only. In the central I see my computer with the user "wsiaccount", I need to uninstall the last upgrade and it turns out that I have Bitlocker active. We'll still be here waiting for you Feb 7, 2025 · Support licensing for Sophos AP6 Series access points unlocks key functionality and services such as Sophos Central management, firmware updates, advanced RMA, and 24/7 multi-channel support. Click Retrieve Recovery Key. I. Only the license file can be imported to Sophos UTM. Grab the newly created file called ALUpdate*. Now use your license key. - Sophos Zap For the AutoUpdate issue you're experiencing, you can try checking the following registry locations. e. I cannot re-install the agent as tamper protection has gone through already to the device, but because I cannot see it in the portal this cannot be disabled. Aug 21, 2025 · Once the update is completed, confirm the Last update time has changed and that it shows a green checkmark. bek files and content pattern for 48-digits — no candidate key found. This is linked to the ESH tool and provides troubleshooting steps when the tool reports a bad health status against the Update feature. I tried to run the installer again but still didn’t take, configure updating has no details and is greyed out so I can’t copied the details from another machine. I'd suggest using the Sophos Zap tool to perform a full cleanup/removal of Sophos from the affected device. wdmp ys6w2 ieb4 satkkd yg uqmp qnktrl 5tx aehif a3n2n