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

Hi paresh palav 

I agree with Michael for the reason behind this error. Apart from that below two could be the reason for the above mentioned error.

• Database Inconsistencies are reported by the Management Center those have not been repaired.
• Duplicate objects of the SafeGuard Client exist in the Database.

Please make sure, you don't have any of this issue with your Safeguard environment.

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.

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?

Hi Micheal,

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

Hi Micheal,

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

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?

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

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?

Hi,

I have already snap taken  .

Please find the attached snap

Hi paresh palav 

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.

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!

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.

-

Hi Paresh - I'm sorry, I'm still a little confused. The POA snap you took - that's an image from an old post, so not an image taken by yourself?

If you're saying that when double clicking on one of the duplicated results you see the Inventory tab populated and when you click on the other it says missing POA?

I'm not sure what you're explaining with your last snap?

I'm sorry I don't work for Sophos - I'm just another customer like yourself. I've been using the product a few years now and know it quite well but Sophos support may be able to help further?

Hi paresh palav 

I'd suggest you to contact support on the below-mentioned number to get the immediate response as Support engineer tried to contact you on the call Yesterday itself but you were busy with another call, so your colleague told him that you'll be calling support once you are free.

For your query, Could you please confirm whether you have database inconsistency in your safeguard management center? 

Toll Free: 000 800 100 8381
International:
(+65) 6776 7467

Hi Jasmin,

Yes, but actually i Was in another call that day and after that tried the support number and unable to connect with team.

SO i have dropped the mail that day once i free from the call.

TOday again I am trying this number but unable to connect .

Could you please ask an engineer to call back today between 10.00AM to 5.00PM IST for the remote session.