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SEC showing clients up-to-date not since...

g1IT

Hi, we have an issue where we have multiple clients showing on SEC with a red cross and in the up to date colum it shows "not since a certain date.  some of these are really out of date by a month or more (ive only recently taken on dealing with sophos and have never used it before so im still trying to figure it out).  

one example is not since 18/08/2014 14:35:35.  dial into the pc and its showing fine with a last checked time of a few minutes ago.  if you manually update it, it connects to the server and shows no update available. I checked the updating logs form the 18th august and there was nothing different from just before the time showing on not since to just after it (attachment)  i noticed on another couple of threads it talked about adding uptodatelatencymins dword value in the registry and setting it to 60 mins.  i did this but it had no effect.   

sec 5.1.0.1839

endpoint 10.3

thanks

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    Hello g1IT,

    the registry hack only comes into play when it is a timing issue but RMS communication works. One month off is not latency.

    The red cross indicates that the client does not contact the server.

    I'm sure in some of the couple of threads this has been addressed. Please have another look at them - but keep in mind you're not looking for updating problems on the endpoints or a general issue with the management server. You might also stumble over not related but perhaps interesting bits like what the last checked on the endpoint signifies.

    Check whether the Sophos Message Router service is running on the endpoints. Please see Troubleshooting disconnected clients seen within the SEC Console for a start, Information on Windows Log Files for Endpoint Security and Control tells you where to find the logs - Router and Agent logs are the applicable ones.

    If this doesn't help in resolving the problem post what you've found so far.

    Christian

    :53185
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    thanks for the reply, ill have a look at those.

    yea i figured the latency thing wouldnt fix it given the amount of time since they were up to date but figured i would try it anyway.

    :53187
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    im an idiot, thanks for helping.  The sophos agent hadn't started, when i deleted the file SAUPolicy located in 

    C:\Documents and Settings\All Users\Application Data\Sophos\Remote Management System\3\Agent\AdapterStorage\ALC

    the sophos agent started straight away and the issue fixed itself.  I don't know why i didnt check the services before, probably because it seemed to be updating ok when i did it manually but there you go, never assume.  I'll check the rest of the out of date computers now but hopefully that will be me.

    thanks again

    :53189