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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,

    Is the last message time recent for those 4 machines?  You can see this in the computer details for each machine or under the Computer Details tab in SEC.

    Otherwise, you can update the query to read as follows:
     

    select 
c.name,
c.PrimaryCIDLoc,
c.SecondaryCIDLoc,
c.lastmessagetime,
c.managed,
c.deleted,
c.connected,
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

     This will gather:

    •  The last message time from the clients (this timestamp is updated for status messages and entity-events, such as alerts/events.
    •  If the machine is manged, deleted and connected.

    If other machines that are updating from the same CID location are showing up to date, then it sounds more like a client problem than the ability for SUM to send its data to the database as if this were the case, none of the machines updating from the same location would show as up to date.

    I assume the values for:

    • ProductID
    • SAVVersion
    • VirusDataVersion
    • IDEChecksum

    from a machine that is up to date and one of those showing unknown do not match.  If so, which value(s)?

    Regards,

    Jak

    :22031
Reply
  • 0

    Hi,

    Is the last message time recent for those 4 machines?  You can see this in the computer details for each machine or under the Computer Details tab in SEC.

    Otherwise, you can update the query to read as follows:
     

    select 
c.name,
c.PrimaryCIDLoc,
c.SecondaryCIDLoc,
c.lastmessagetime,
c.managed,
c.deleted,
c.connected,
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

     This will gather:

    •  The last message time from the clients (this timestamp is updated for status messages and entity-events, such as alerts/events.
    •  If the machine is manged, deleted and connected.

    If other machines that are updating from the same CID location are showing up to date, then it sounds more like a client problem than the ability for SUM to send its data to the database as if this were the case, none of the machines updating from the same location would show as up to date.

    I assume the values for:

    • ProductID
    • SAVVersion
    • VirusDataVersion
    • IDEChecksum

    from a machine that is up to date and one of those showing unknown do not match.  If so, which value(s)?

    Regards,

    Jak

    :22031
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