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Blank details on a Computers

tedz

Hi,

I have notice on the dashborad that there are some computers does not have a coresponding details on the application control on-access, Data Control scaning, Device Control scanning, which is "active or inactive". When I view a computer details in a computer I notice that no IDE's found .Can any one explain it! Why it is happened.

Thanks,

tedz

:21761


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  • 0
    Hello tedz,

    the clients in question did not report the SAV version/status to the management server. First thing to check is if the GUI on the client shows the expected values. Does a client reboot result in a correct report afterwards?

    Christian
    :21771
  • 0

    hello christian,

    already tried to restart the computer for nth times but still the same status.

    :21847
  • 0

    Hello tedz,

    does the local GUI on the computer report the correct status and does it function as it should (e.g. turning on-access scanning off and on)? Please verify that the Sophos services are present and running (it's best to compare it to a working client).

    Reprotecting the client might resolve the issue. If it doesn't but no obvious error can be found I suggest you give Support a call as closer inspection might be required.

    Christian

    :21849
  • 0

    hello christian,

    Yes, the client computer has the correct status. on access is running as checked using the sophos tool to generate EICAR virus test. already reprotect the computer 3 times already but the same issue.

    thanks,

    tedz

    :21857
  • 0

    Hello tedz.

    forget to mention that you should check if the client is communicating with SEC - if the Last Message Time in Computer details is recent then it's likely a client-internal problem (and a call to Support probably the best course of action).

    Christian

    :21861
  • 0

    Sometimes these computers have lost this:

    [HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Remote Management System\ManagementAgent\Adapters\SAV]
    "DLLPath"="C:\Program Files\\Sophos\Sophos Anti-Virus\SAVAdapter.dll"

    register key.

    If this key is missing, add the key (make sure the path to SAVAdapter.dll is the right path for your enviroment)

    and restart the Sophos Message Router service!

    :21909
  • 0

    If you find the adapter key is the problem (i.e. missing from the clients) SAV 10 should have fixed this.  The key is now added by the MSI of SAV not by the SAV setup plugin in response to the return code of the MSI So should be more reliable.

    If you do need to add the key, you need to restart the Sophos Agent Service, as that's the process that loads the adapters.

    Regards,

    Jak

    :21913
  • 0

    Hi Placebo,

    this workaround works.

    thank you.

    tedz

    :21943