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Red exclamation point on system tray icon after upgrade to SG Enterprise v8, "Internal Error" message from SafeGuard on clients.

StephenReece

After updating some clients from v7 to v8 SG Enterprise, several are seeing a red exclamation point on the icon. The client also stop receiving message pop-ups about the success/failure of server syncs.

Additionally, some users are seeing a SG error message about an "internal error" and are being asked to re-enter their domain password. This is not accepted and the user is prompted over and over until they just hit cancel.

I've tried deleting the user certificates and re-syncing. After a log out, the number of packets just increases and they are not sent to the server.

I've also tried uninstalling the Pre-install, client, and client config, rebooting, and then re-installing. This "seems" to work in the the packets drop back to 0, but the red exclamation point remains.

The Connectivity Check seems to indicate everything is fine, but there are definitely some issues here:

Has anyone else seen this happen?



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  • 0

    Hi - Domain or workgroup?

     

    An exclamation over the Sophos "cog" can be an indication that there's no key for that user. This will happen if the user is unknown (or as yet unconfirmed)

    However I would only expect to see this is in this scenario if either you were using workgroups and NOT AD or you allowed local users to be generated on the machines.

     

    The lack of notifications to me from the client does indicate the client isn't happy, and probably the clean sensible route would be an uninstall and a fresh install?

     

    Of course this is heavily dependant on how many PC's we're talking about? 5 or 10 or 100's??

     

    All the best

  • 0 in reply to MichaelMcLannahan

    Domain. All was fine on 7. No users are showing in .Uncomfirmed. We've tried uninstall/re-install, but the red exclamation point remains. It looks like about 5-7 clients have this. Others do not.

    I did push the update using a domain admin rather than the logged on user, but I did this for everyone and don't see the issue in all of the updated clients.

  • 0 in reply to StephenReece

    I'd be tempted if then with a full uninstall of the client, clean up of the machine and registry and a nice clean install again.

    I've had one machine that would NOT shift the exclamation after an inplace upgrade. Nice clean and uninstall and a reinstall sorted it. This machine had had an OS upgrade too but 10 to a newer 10.

    Assuming your policy allows removal of the client it shouldn't take too long to do that handful of machines?

    Good luck!

  • 0 in reply to MichaelMcLannahan

    I can try that. Did you just delete any key with Sophos in it, or is there a specific list of registry keys to be removed?

  • 0 in reply to StephenReece

    No, although I would have be more tempted if we didn't also have Sophos AV!

    No, searched for Sophos and relevant keys and also Utimaco (spelling?) too as they originally wrote SafeGuard!

    All the best

  • 0

    Hi Steven,

    Have resolve this issue? i have same issue too after upgrading safeguard enterprise 7 to 8 ..

     

    thanks,

    Rahmat

  • 0 in reply to rahmatn

    Hi.

    Are you experiencing this on all clients or just a few?

    Have you  tried a complete removal and reinstall yet?

  • 0 in reply to MichaelMcLannahan

    Hi Michael,

    Yes it happen on all SG Client v8, and for existing SG v7 always asking the old password (user change the password using ctrl-alt-del from their NB)

    We already try many times to reinstall the SG Client

    This is the sgnstate result from client, something weird is product version = not installed that should be shown the client version CMIIW

     

    C:\Program Files (x86)\Sophos\SafeGuard Enterprise\Client>sgnstate /L


    Sophos SafeGuard(R) State Tool Ver. 8.00.0.251
    Copyright (c) 1996 - 2016 Sophos Limited. All rights reserved. SafeGuard is a registered trademark of Sophos Limited and Sophos Group.

    Operating system                      : Windows 10 Pro
    Product version                       : not installed
    Encryption type                       : Unknown or earlier version of SGN 5.35
    Power On Authentication               : n/a
    POA version                           : n/a
    WOL                                   : n/a
    Server name                           : 172.30.36.89
    Second Server name                    : PWVSSGUTD102.ocbcnisp.com
    Logon mode                            : n/a
    Client activation state               : ENTERPRISE
    Last data replication                 : 2017-07-11 05:12:32
    Last policy received                  : 2017-07-11 05:04:44
    Enforced cert-based token logon in POA: no
    Return code                           : 0

    Volume info:
    Name Type       Status                             Algorithm
    ------------------------------------------------------------
    C:   HD-PART    not encrypted                      n/a

     

    thanks,

    Rahmat

  • 0 in reply to rahmatn

    That is odd - It does look as if client isn't installed/registered properly.

     

    When you say you've reinstalled, did you actually remove the old client and reboot and then reinstall?

     

    If you remove the configuration, the client and then the pre-install (in that order) - reboot and try to install again? As this particular PC isn't encrypted you've nothing to lose?

     

    I'd edit your last post as it mentions your domain which seems to be live/public?

  • 0 in reply to MichaelMcLannahan

    Yes .. it will ask to restart when uninstall the existing client, and then uninstall the ClientPreinstall

    and the re install the client in order ClientPreinstall-Client-ClientConfig

     

    we just using the DataExchange feature for win10 client

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