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Alerts not cleared automatically after endpoint reboot

Hi All

We have about 30 servers with Sophos Central and few days ago we got an alert on all of them saying they need to be rebooted after some Sophos updates been installed.

I have rebooted all the servers but alerts still there.

Do I need to clear all the alerts manually? (If so, thats a bit crazy, imagine people with hundreds of endpoints)

Thanks

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0 Barb@Sophos over 5 years ago

Hello Roman Korchak ,

Are you receiving any installation/download errors, aside from the Alert?
Can you please provide more information regarding the Alert, perhaps a screenshot?, as well as the environment and Sophos version that you are running?

Regards,

Barb@Sophos
Community Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Sign up for SMS Alerts
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0 Roman Korchak over 5 years ago in reply to Barb@Sophos

No errors, just this alert on Sophos Central. Server was rebooted 2 days ago.
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0 StephenMcKay over 5 years ago in reply to Roman Korchak

Hi Roman,

That alert should get cleared once the endpoint sends a successful update event. It would be useful to see the update events that the server has sent since the reboot alert was created. Updates fail for a while before we raise an update failed alert, this is to account for transient updating issues

Regards,

Stephen
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0 StephenMcKay over 5 years ago in reply to Roman Korchak

Hi Roman,

That alert should get cleared once the endpoint sends a successful update event. It would be useful to see the update events that the server has sent since the reboot alert was created. Updates fail for a while before we raise an update failed alert, this is to account for transient updating issues

Regards,

Stephen
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0 Roman Korchak over 5 years ago in reply to StephenMcKay

Been getting following message BEFORE and AFTER reboot: "Failed to install hmpa64: a reboot is required before the installation can succeed"

Looks like Sophos just ignoring the fact that server has been rebooted
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0 StephenMcKay over 5 years ago in reply to Roman Korchak

Hi Roman,

Whilst that is not good, it does explain the reason that the alert is not clearing. At this point I suggest raising a support case and submitting diagnostics to us:

https://community.sophos.com/kb/en-us/33533

You could post details from the SophosUpdate.log and install logs from Windows\Temp to this thread too.

Stephen
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0 Roman Korchak over 5 years ago in reply to StephenMcKay

Will try another reboot tonight. If still doesnt work - will get sophos support to look in to it.
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0 StephenMcKay over 5 years ago in reply to Roman Korchak

Hi Roman,

A reboot will not resolve this. It appears that the update is failing and so we will need to check your log files to investigate this further.

Regards,

Stephen
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