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missing poa or key information. please check computer's inventory 6.1

paresh palav

Hi TEam,

 

One of our client has facing recovery issue.

 

When we initiate the recovery and it will display that "Missing POA" and we have checked found that many users in the "Key " section showing blank.

Please find the attached snap FYR.

Kindly help us to resolve this issue on the priority basis.



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  • 0 in reply to Jasmin

    Hi Jasmin,

     

    We need urgent support from your end as we have seen this issue on many users.

    Also we have yesterday raised case with you (9267496) and we are trying to connect you but unfortunately connected with you.

     

    Kindly look this matter on the priority base & help us.

  • 0 in reply to paresh palav

    Can you do recovery on ANY PC, or is it just this one PC that doesn't work?

    Could you please try another PC - Pe5rhaps AWLIN-LT-12681.

     

    Might be worth right clicking the PC object and copying the hostname exactly so you can paste it into the recovery tool and rule out making any typos in the hostname?

  • 0 in reply to MichaelMcLannahan

    Hi Micheal,

     

    We are to search the system  and if system host is incorrect then it will not show named in console.

  • 0 in reply to paresh palav

    Yes, that's correct. Hostname MUST match exactly what the client is called otherwise Sophos SafeGuard will not find it (as it doesn't exist!)

     

    Could you verify that the issue is now resolved or is the issue still occurring with other PC's?

     

  • 0 in reply to MichaelMcLannahan

    Hi Micheal,

     

    Kindly allow me sometime as Im stuck in another client call.

    Let me check after this scenario & also noticed the affected system hostname are find duplicate entry as well as in the key section of that user showing blank status "No Keys are assigned" & also check yesterday with another client and showing the key entry as blank

  • 0 in reply to paresh palav

    OK -Of course. As Jasmin pointed out, a duplicate can cause this issue and you've found but it's not a common issue. If you use the "Find" option (right click and select Find) you will see TWO objects listed. I would suggest that you need to delete the one that has NO details (one will be populated with info - the other not) but don't do this yet - if you could supply the screenshot (when you've got time) of the same as mine showing BOTH the same entries then we can go from there?

     

  • 0 in reply to MichaelMcLannahan

    Hi,

     

    I have already snap taken  .

    Please find the attached snap

  • 0 in reply to paresh palav

    Hi  

    Please go to the root and then search these machines in the inventory and remove the device entry which doesn't have anything under it.

    Regards,

    Jasmin
    Community Support Engineer | Sophos Support
    Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
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  • 0 in reply to paresh palav

    Ah well done!

    Yes, this is an issue - the devices should only appear once in the console, not twice. 

     

    This sometimes happens if AD sync doesn't work as expected. The object can go into a temp folder (auto.registered) but then when AD syncs it goes into the correct location within the sync'd directory. This happens when the client is new to the domain and it speaks to the Sophos server before the Sophos server speaks to AD and realises it exists!

     

    Could you please double click each one in turn - The following windows will be seen...

     

    This is NORMAL view and the client we must KEEP (it's populated with INVENTORY and communicating with the server as expected)

     

     

    This is the "forgotten" view - no INVENTORY present

     

    It's the SECOND entry we need to remove. DON'T TOUCH THE FIRST ONE WITH POPULATED DETAILS!

     

     

  • 0 in reply to MichaelMcLannahan

    Hi Micheal,

    We have initiated the remote session & found that below things:

    -When We search the affected system in an entire directory then we found the two hostname objects but cant find any hostname  in root search(Find the attached snap).

    -

    This is the only hostname which is showing the duplicate entry and another system are displaying proper as per your attached snap.

    -We have tried to recover 3 -4 system under Tool>>Recovery

        -Here ,We observe some system having mising POA issue and some system are able to recover

    -

    as You can see in the above section that the first highlighted host display the above message and second hostname is showing the correct .

    -When we search and try to enter the both hostname one by one ,displays the "Missing POA".

     

    Kindly look in to this & support us 9267496 not received the proper feedback.

     

    -

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