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SOPHOS Endpoint client never finishes install

sisley

I have a windows 7 (service pack 1) client that had been installed via Management console (4.0) prior to my endpoint 9.7 upgrade roll out.  However, a message for that client indicated that endpoint install had not completed.

So I have attempted to reinstall the endpoint 9.7 via mangement console multiple times but it never appears to complete (the hourglass never goes away).  But the enpoint 9.7 client appears to be up and runing on the client.

How do I "force" completion?

:25601


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  • 0

    Do you have access to the client to verify if the software installed ok?  It may just be a messaging problem once installed?

    Regards,

    Jak

    :25603
  • 0

    Yes I have access, how do I verify the install or shoud I check on messageing?

    :25605
  • 0

    Hi,

    I'm not sure which components you have deployed but by default the managed machine should have:

    Sophos Anti-virus

    Sophos Auto-Update

    Sophos Remote management System

    it may have:

    Sophos Client Firewall

    Sophos Patch agent

    Sophos Compliance Agent.

    If these are all installed, (you should be able to lanuch SAV from the shield icon in the notification tray) but the machine isn't showing it in SEC, then take a look at the following post:

    /search?q= 13771

    Regards,

    Jak

    :25611
  • 0

    All of the referenced info exists on the client...the log show successfully validated parent router's IOE etc.

    I deleted the two keys (PKC and PKP) and the client successfully recreated them so .....

    What else should I look at?

    :25615
  • 0

    HI,

    If both the agent and router can re-obtain certificates their isn't much wrong with the management system.  Does the key:
     

    HKEY_LOCAL_MACHINE\SOFTWARE\[Wow6432Node]\Sophos\Remote Management System\ManagementAgent\Adapters\SAV \DLLPath

    exist and it's pointing to the correct SAVAdapter.dll, e.g. "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\SAVAdapter.dll "

    If that's all in order, is the machine maybe in SEC in the unassigned group?  Has it appeared back in SEC as a different name?

    Regards,

    Jak

    :25619
  • 0

    Yes, this machine gave me issues when I was originally trying to connect to DOMAIN so I renamed it a couple times....

    should I .....

    1.  Delete the current machine name in Enterprise Console

    2. Then rename the machine

    3. THen import the new name

    4. Then select Protect computers...on the console using the new computer name?

    :25621
  • 0

    Hi,

    If RMS is working, which it seems to be the computer should appear in there somewhere.  How about:

    1. Click on the "All" link on the dashboard to view all computers, managed, connected or otherwise.

    2. Sort by the last message time column in the "Computer details" tab such that the most recent time is at the top.

    3. Restart the "Sophos Agent" service on the client, 20 seconds after it starts it will send in a status message which will update the last message time for the client.

    4. This client should then appear at least in the top 5 machines, if not the top 1 depending on how many machines you have.

    Regards,

    Jak

    :25625
  • 0

    Because the hourglass is still showing, there are no other columns filled other than computer name, OS and Group.

    Also, my "computer details" tab has no "last message time" column.

    :25627
  • 0

    Ahh, sorry that column became visible in SEC 4.7, the data is in the database though.

    In that case, you could run:

    sqlcmd -E -S .\sophos -d sophos4 -Q "SELECT TOP 3 Name, DomainName, LastMessageTime, MessageSystemAddress From ComputersAndDeletedComputers ORDER BY LastMessageTime DESC"

    Regards,

    Jak

    :25629
  • 0

    I even changed it to list the top 5 and the computer never shows up....evan if I continually repeat the commance while restarting SOPHOS AGENT.

    :25631