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Cannot retrive Port Protector Client Log. URGENT!

DannyK

Hi,

We are vendor currently implemented 1300 workstation as a new project for customer since May 2010 in Malaysia.

The latest major issue has lodged to support on 24th Aug [#2452838] Sophos SafeGuard Port Protector (SGPP) - policy & logs not updated.

From Sophos last remote session, they expected both logs and policies will be updating normally (see below excerpt). However, since we reported last yesterday that the policy update was still a problem (with logs), support is reviewing again.

“Part of the procedure was to verify that everything was working correctly with regards to IIS, when verifying this we noticed that the World Wide Web Publishing service had failed to start correctly due to an unexpected system error, we then gave the World Wide Web Publishing service a start and noticed that the agents started sending their logs and updating their policies.

Due to the fact we’’’’re dealing with about 1300 served agents (2000 in total), and each has a sum of 7500 logs in it, it might take a while till all the logs from all the agents would be analyzed in the server, and the agent status in the server would change.”

 For what it’’’’s worth, I feel personally weighed down by this. We’’’’re all near frustration as we seem to be going nowhere near a resolution to a list of what seems to be endless issues popping up. We are seeking Sophos asia and europe senior support to assist us.

And please note that they are having more than 10k log files on each workstation and incresing every single hour.

Thanks

Regards,

Danny Kong

:5278


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  • 0

    Called Sophos technical support. Marco from Sophos will get back to me at no time frame.

    May I know anybody from Sophos can give me a single reply on these other than still reviewing?

    Support reply more than 24 hours was a shame but this is few months of time where no solutions coming with a long period of followup.

    :5294
  • 0

    Hi Danny,

    I have reviewed the trail of the case, and would like to take this offline to discuss the situation further from within the case itself (I believe that you are already included in much of that correspondence), where you can be assured of a faster response.

    There have already been multiple updates to this case since your last posting (including one this morning) - if you have any queries or require clarification on the current status, please don't hesitate to contact Sophos Technical Support - you can quote the current case number in your correspondence.

    Kind regards,

    Jamie

    :5428
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