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Safeguard client presents me error does not work

They can help me with the solution of the problem with the client which I follow the installation steps and apparently everything is fine, at the time of restarting the computer the safeguard icon comes out with a red error icon verified by the connection and it tells me that can not find a route

attached image of the states

Thank you

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0 MichaelMcLannahan over 5 years ago

Hi - Thanks for the screenshot. I believe this file sets the state of the client - Licenced or Demo mode.

It's failing to read/find this file, so then doesn't progress with the remainder of the tests.

Can you confirm this file and path does exist AND there's a file there? (it'll be about 1kb in size)

C:\ProgramData\Utimaco\SafeGuard Enterprise\LocalCache\system\config\clientactivationstate.xml
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0 MichaelMcLannahan over 5 years ago

Hi - Thanks for the screenshot. I believe this file sets the state of the client - Licenced or Demo mode.

It's failing to read/find this file, so then doesn't progress with the remainder of the tests.

Can you confirm this file and path does exist AND there's a file there? (it'll be about 1kb in size)

C:\ProgramData\Utimaco\SafeGuard Enterprise\LocalCache\system\config\clientactivationstate.xml
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0 Juan Daza over 5 years ago in reply to MichaelMcLannahan

Good morning,

I have previously reviewed the route and the file does not exist, and desistalado several times and even after the new installation the problem persists.

What I can do?

Thank you
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0 MichaelMcLannahan over 5 years ago in reply to Juan Daza

Is this just one client that's being affected, or many?

Are you using the installers copied from the server/install?
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0 Juan Daza over 5 years ago in reply to MichaelMcLannahan

Perform the installation on two computers and the same error, the installers download them directly from the Sophos page as indicated in the procedures.

How would downloading the installers from the server?
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0 MichaelMcLannahan over 5 years ago in reply to Juan Daza

Ah right, ok. It could be likely then that the file does not contain the required file.

Are you downloading the 1.1Gb zip - extracting that and using the "Installers" folder from within there?
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0 Juan Daza over 5 years ago in reply to MichaelMcLannahan

Yes, sir, I'm doing it and it does not bring me the required file
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0 Juan Daza over 5 years ago in reply to Juan Daza

What can I do to solve this problem?

Or what other way can I install the client?
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0 Jasmin over 5 years ago in reply to Juan Daza

Hi Juan Daza

Thank you for your patience.

Please confirm if you have below modules in the programs and features under the control panel.

- Safeguard Preinstall

- Safeguard Client

- Safeguard Client Configuration

If the Safeguard Client Configuration package is not installed on the machine, you need to create the Client Configuration package from the Safeguard Management Center using the information mentioned on the below link and then install that Client Configuration package on the client.

https://docs.sophos.com/esg/sgn/8-1/admin/en-us/esg/SafeGuard-Enterprise/tasks/ClientCreateConfigPackageManaged_admin.html

Regards,

Jasmin
Community Support Engineer | Sophos Support
Sophos Support Videos | Knowledge Base | @SophosSupport | Sign up for SMS Alerts |
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0 MichaelMcLannahan over 5 years ago in reply to Jasmin

Just to add in Win10 and other newer Windows OS's you'll not need the pre-install package - just the other two, Client and configuration.
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