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Re: SUM status reported to Console - "backlog"; Endpoint up-to-date: unknown

Clive

This is happening to me since yesterday - "unknown" in the "Up to Date" column on the Enterprise Console. Checked several of the endpoints mannually and they're reporting as updated.

:22683


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  • 0

    Hello Clive,

    it's perhaps a good idea that you start a new thread - don't think that whatever caused the original issue is still present in SEC.

    Anyway - this can have quite a number of causes. So a few questions:

    • Are all clients affected?
    • Is their Last message time recent?
    • Is the number of IDEs correct (as of now 225 for VDL4.75)?
    • What is the time of the last update in the Update managers view? Any errors?

    Version(s) in use might also help.

    Christian

    :22685
  • 0

    Hi,

    i have the problem since yesterday, too...

    i tried this solution: /search?q= 7481 but nothing helped.

    • All connected clients are effected.
    • Last message time is given, last installation time isn't
    • time of last update in update manager is ok, no errors

    SEC Version 4.5.1.0

    :22695
  • 0
    Hello Enzyme,

    I've seen some problems with "older versions" (I'm on 5.0) but most of the time they were transient, on one occasion it was a glitch in the Warehouse. If the problem persists a closer look is needed. Is the last message time current (to be sure RMS is functioning)? Is the number of IDE correct (both reported in SEC and when viewed on a client)?
    Do you have more than one SUM and/or CID?

    Christian
    :22705
  • 0

    Hi Christian,

    thanks for your reply. The problem persists... The last message is actual, so the RMS works?! We are using only one SUM and CID.

    Where can i find the number of IDE or do you mean the product version?

    Yesterday there have been an problem with the CPU load. The Sophos Update Manager needed 99% of it... twice. So i had to restart the service. Don't know if this is important for the problem.

    Enzyme

    :22731
  • 0

    Hello Enzyme,

    the current number of IDEs can be found on the IDEs download page. So as of this writing it is 238 for VDL4.75 and 384 for VDL4.74. (this corresponds to columns IDEs and Detection data on the Anti-virus Details tab in SEC).

    SUM eating all the CPU for an extended period usually indicates some issue. Had the "unknown" symptom a few days ago for all clients updating from the master SUM. On the first glance everything seemed to be ok - and the child (which gets the updates from the master) and its clients were up to date. Turned out that the database volume was almost full and obviously the master "only" failed to update its status in the database. This only to show that there can be different reasons.

    It doesn't cost much to force a download and rebuild - stop the updating service, empty the Update Manager \Warehouse and \Working folders (perhaps also delete SUM_Status.xml and specialactions.xml from the \Sophos\Update Manager\ program directory although I don't know if this is still necessary), start the updating service again and request Update Now from SEC's Update managers view.

    HTH

    Christian

    :22737
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    Hi Christian,

    ok - thank you very much :) I found the current IDE of the connected clients and it is 238 / VDL4.75... The update state seems to be ok. This is the most important point.

    Your description helped me to update the SUM again, but it didn't solve the unknown-problem.

    Now I don't know if it's a generally problem (cause Clive described the same problem in this thread at the same day) and I should wait to get a solution through Sophos or if it's an individual problem in our network.

    Enzyme

    :22743
  • 0

    Hi,

    yesterday the update fixed the problem: http://www.sophos.com/support/knowledgebase/article/117025.html

    Thanks for the fast solution!

    :22841