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Blank Details

tedz

Hi,

We have problem regarding the blank details of the computer on the dashboard.

We have some information below that I get but dosen't work on this issue. 

[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!

I attached a link below  for the SDU Logs for you to analize.

http://www.ge.tt/6kylBcI/v/0?c

I need your help.

Thanks,

Tedz

:25513


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  • 0

    HI,

    Just to be sure, are you saying the unmanged client didn't have the key, you added it and restarted the router and it was no different?

    It would need to be the "Sophos Agent" service rather than the router that is restarted as it's the agent that loads the adapters.  I assume that the path to the dll is correct for the OS?

    Also the file didn't upload, although I'm not sure uploading a SDU log to a public location is the safest place to store them unless you know it has no confidental data in it.

    Maybe this will help if the adapter key is all in order, it has a number of checks:

    /search?q= 12215

    Regards,

    Jak

    :25515
  • 0

    Hi Jak,

    Thanks for  the reply but the issue still the same. No status update received, no IDE listes on the client. AV detection is not working properly.

    Best regards,

    tedz

    :25533
  • 0

    Hi,

    AV detection not working would explain why you may not be seeing anything for the machine in the console interms of SAV.  I assume that the connected status for the machine is fine, and the computer details are ok, so essentially RMS is fine?

    The problem is really that SAV is broken so the management Agent (Sophos Agent Service) is unable to call into SAV to get the info to report back.

    Does the SAV Service start?

    Regards,

    Jak

    :25537
  • 0

    Hi Sir jak,

    Yes the SAV Service start, the AV showing on the dashboard, no details of all  policy except the firewall policy I notice no IDE on the AV machine. I guest the savadapter was the problem bec. i try on other machine and it will work but this machine will not work this solution.

    thanks,

    Tedz

    :25547
  • 0

    Hi, 

    Can you increase the logging of the Management Agent (LogLevel 2 ) as per: http://www.sophos.com/support/knowledgebase/article/30496.html . 

    Then restart the Sophos Agent, wait 2 minutes for the most recent log (\ProgramData\Sophos\Remote Management System\3\Agent\Logs ) to grow.  Can you paste the contents here? 

    Regards,

    Jak

    :25549