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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 in reply to rahmatn

    I have found a way to get rid of the exclamation point (at least it has worked so far), but it doesn't solve the issue of users being prompted for their old passwords after login.

    1) Delete the assigned user from the Users tab on the properties of the host in question using the management console. Don't delete the user itself, just the listing in the Users tab of the host.

    2)Synchronize.

    3) Reboot the host.

    4) Login making sure to use the account name with the Sophos icon.

    5) Sync again, and make sure you see that a keychain was received.

    6) Make sure the user has been re-added to the host in the management console.

     

    The users are also prompted for their previous AD password for some reason after login until they enter it, assuming they know it. The only fix for the password prompt I've found is to:

    1) Delete the user's certificate in the management console.

    2) Completely break PCI and ask the user to provide their current domain password. If they give it to you, yell at them for giving it to you and then thank them.

    3) Re-create the certificate with their current password.

    4) Have them sync with Sophos.

    5) Force them to change their AD password.

     

    I still have multiple hosts with orphaned packets that never send. Sophos said there is currently no fix for this but that it shouldn't impact performance. I've tried entirely uninstalling SafeGuard including the pre-install, decrypting the laptop, and deleting any left over folders/files from Utimaco/Sophos, rebooting and re-installing and I still see the unsent packets.

  • 0 in reply to StephenReece

    Hi steven,

    Thanks for your effort

    Actually this is new NB and it doesn't have user yet in the user tab

    I'm just curious with the sgnstate that shown no product installed in the product version which ia usually show the client version, i think this causing the client cannot communicate with the sgn server

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