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Client computers - Up to date status: unknown

toddh

Hey,

Enterprise Console: v 4.5.1

Endpoint: v 9.5

I have a problem that has quite literally come out of the blue.

I have 42 computers of about 280 total that are currently reporting that their "Update to date" status is "Unknown"

This appeared around 11:30 a.m. today.

When I had checked the Sophos Enterprise Console  this morning there were no such reports.

Each machine is reporting a status of:

Up to date: Unknown

Time installed package becamse available: Unknown

Time next package became available: Unknown

I ran across this thread:

It describes the exact same problem that I am having.

This issue though was reported way back in June and has already been corrected.

Is anyone else experiencing this same issue?

I have not made any changes to any of the policies and we have not made any changes to the network or the server.

Any ideas as to what might be causing this?

Thank you

Cheers

:7481


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  • 0

    Hi,

    If you were to run the SQL command:
    select 
C.name,
c.PrimaryCIDLoc,
c.SecondaryCIDLoc,
p.ProductID,
p.SAVVersion,
p.EngineVersion,
p.VirusDataVersion,
p.IDEChecksum,
p.ExpiryTime,
p.Expired,
p.RolloutNumber
from ComputersAndDeletedComputers as c with (nolock)
inner join Packages as p with (nolock)
on p.ID = c.PackageID

    Against the SOPHOS45 database.  

    Note: If you don't have the SQL tools:

    sqlcmd.exe -S .\SOPHOS -d sophos45 -s, -i C:\sql.sql -o results.csv 

    where sql.sql is a text file containing the above command will get you the output.

    I assume all the machines that show as "Unknown" have a RolloutNumber as null. I.e. not a number.  The clients should have a RolloutNumber in this query as 99999999 if they are updating from a distribution point managed by SUM and a number other that 99999999 if they are managed from a CID maintained by EMLibrary.

    To work the data through the system, you should see in the Sophos Agent logs:
    C:\programdata\Sophos\Remote Management System\3\Agent\Logs\
    the part where Agent logs on to SUM if it is restarted:
    "I SDDMA: The adapter is connected to SDDM."
    The agent should then gather a status message from SUM and send it to the management service via the router.
    "I SendStatus: Sent EM-GetStatus-Reply"
    You can see in the Snippets of XML the product information.
    Once this gets to the Sophos Management Service, if the status has come from the authoritative SUM it should be entered into the packages table as a call to the stored procedure SDDMPackageAdd is made.
    To locate the part in the management service log where this data is considered, In the file:
    C:\programdata\Sophos\Sophos Endpoint Management\4.7\log\sophos-management-services.log
    You should see reference to word "currency".
    Hopefully this will give you more to explore.
    Regards,
    Jak
    :7495
Reply
  • 0

    Hi,

    If you were to run the SQL command:
    select 
C.name,
c.PrimaryCIDLoc,
c.SecondaryCIDLoc,
p.ProductID,
p.SAVVersion,
p.EngineVersion,
p.VirusDataVersion,
p.IDEChecksum,
p.ExpiryTime,
p.Expired,
p.RolloutNumber
from ComputersAndDeletedComputers as c with (nolock)
inner join Packages as p with (nolock)
on p.ID = c.PackageID

    Against the SOPHOS45 database.  

    Note: If you don't have the SQL tools:

    sqlcmd.exe -S .\SOPHOS -d sophos45 -s, -i C:\sql.sql -o results.csv 

    where sql.sql is a text file containing the above command will get you the output.

    I assume all the machines that show as "Unknown" have a RolloutNumber as null. I.e. not a number.  The clients should have a RolloutNumber in this query as 99999999 if they are updating from a distribution point managed by SUM and a number other that 99999999 if they are managed from a CID maintained by EMLibrary.

    To work the data through the system, you should see in the Sophos Agent logs:
    C:\programdata\Sophos\Remote Management System\3\Agent\Logs\
    the part where Agent logs on to SUM if it is restarted:
    "I SDDMA: The adapter is connected to SDDM."
    The agent should then gather a status message from SUM and send it to the management service via the router.
    "I SendStatus: Sent EM-GetStatus-Reply"
    You can see in the Snippets of XML the product information.
    Once this gets to the Sophos Management Service, if the status has come from the authoritative SUM it should be entered into the packages table as a call to the stored procedure SDDMPackageAdd is made.
    To locate the part in the management service log where this data is considered, In the file:
    C:\programdata\Sophos\Sophos Endpoint Management\4.7\log\sophos-management-services.log
    You should see reference to word "currency".
    Hopefully this will give you more to explore.
    Regards,
    Jak
    :7495
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