Guest User!

You are not Sophos Staff.

Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 3 replies
  • Subscribers 5 subscribers
  • Views 1761 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Client synchronization status = in work

Michelle

We are using Safeguard Enterprise version 5.35.  I've noticed on a client install, the Client Status for the Initial User Synchronization is "in work".  I have logged off/in several times, rebooted several times - but the status remains as "in work".  I have been unsuccessful in finding documentation for this status. 

Any help would be appreciated.

Thanks!

:2055


This thread was automatically locked due to age.
  • 0

    Yes, I have the same issue.  I one machine specifically not able to sync with the same status.

    A reboot after the install usually fixes the "In work" status issue.

    :2086
  • 0

    I've experienced this issue with both 5.35 and 5.40 where the initial user syncronization never completes, regardless of the number of reboots or logout/login attempts.

    I've found to performing a "Repair" through Windows Add/Remove programs on the SafeGuard client (Not config) works in about 75% of cases. From time to time we have to decrypt and reinstall the machine to get it working fully though. But those workstations seem to be goofed up in other ways unrelated to SGN.

    Hope this helps.

    :2117
  • 0

    Hi Michelle,

    Thank you for posting your question in the SophosTalk community forum.

    Connections issues can always be a bit tricky to troubleshoot through email and forum postings. Here is an example, I was working with a customer yesterday on a similar issue. After he reported that he can ping and UNC map to the server. I wrongly assumed that the SGN Client was connecting to the server as originally set up with the Enterprise Client Configuration Package. In his example, he was pinging the SGN Server by IP address and not but the hostname defined in the Enterprise Client Configuration Package. So of course that worked. Since the IP address changed somehow, that caused the connection to the server to fail as well. He created a new Client Configuration Package to match the IP address and everything was working again.

    Lesson learned is to check the connection from the SGN Client, the same way (IP Address, Hostname, or FQDN) that the SGN Client is trying to connect. Now to address the issue in your environment , there are some KBAs related to this topic, but I consolidated them into this email to save you the time from the hunt.  :smileywink:

    Not to leave any stone unturned, but did you remember to install the SafeGuard Enterprise Client Configuration MSI? If so, did you ping test using the same name in the Enterprise Client Configuration file?

    Something else to try from the SGN Client is to open a browser to the SGNServer (using the hostname or IP address that is configured), similar to the first KBA on the list below, just to see if port 80 or 443 traffic is routing to the SGN Server properly.

    Testing the communication between the SGN Server and the Database
    Invoke test on SafeGuard Enterprise Server fails
    How to enable the tracing functionality for SafeGuard Enterprise

    After you go through these KBAs and it's still not working, if you have to create a trace file, please send them to Sophos Technical Support and they will analyze it. Make sure you create a trace file on the Client and the Server with the appropriate label so they know the difference.

    :2142
Unfiltered HTML