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Is this normal behavior?

BrucekConvergent

So we've had a few Mac machines to manage recently (as a VAR I've rarely had to touch one, as clients with these typically have their own IT department resources managing them) and have noted this "new" quirk in the endpoint...  If one looks at the "about" screen on a Mac Sophos Endpoint, it says it's "Never Updated."  However, if one runs the self-help tool, under update, it shows that it updated today... is this just a display issue?  This is Central Mac endpoint 10.4.7.  Images attached.



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  • 0 in reply to BrucekConvergent

    Hi Bruce,

    If you go to the "Detections" tab and select "Reset summary" near the bottom of the page does this change what is shown on the "About" page? 

    I do also see that "Device Encryption" states "Not Installed", do you know if this piece is assigned to the device from Sophos Central? 

    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
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  • 0 in reply to Qoosh

    Device Encryption not being installed on this unit is normal.  Using the "Reset Summary" button has no effect on its own.  Did that and then forced an update from the about screen and it now shows the an update happened.  Appears to be an installation bug, etc. as the other Mac device we manage has the same symptoms.

    CTO, Convergent Information Security Solutions, LLC

    https://www.convergesecurity.com

    Sophos Platinum Partner

    --------------------------------------

    Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries.  Use the advice given at your own risk.

  • 0 in reply to BrucekConvergent

    Thanks for following up. Does the "Never updated" message go away on its own after some time, or have you found that it is necessary to click the "Update Now" button on the About page?

    I have seen the message displayed after initial installation but can test this further to verify if the message persists.

    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to Qoosh

    This message / issue has persisted since installation over a month and a half ago.  It never changed until I manually did the reset summary action.

    CTO, Convergent Information Security Solutions, LLC

    https://www.convergesecurity.com

    Sophos Platinum Partner

    --------------------------------------

    Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries.  Use the advice given at your own risk.

  • 0 in reply to BrucekConvergent

    Hi  ,

    Are there multiple users sharing this device (and the other affected devices)? If yes, it might be what's causing this behavior. Each user events which includes updates are kept separately, so if you had 2 users sharing the system, the second user won't see the update message on that first page due to the events being kept separate for each user. While the self-help page pulls the information from all users so that would explain why that page shows it has been updated.

    Gladys Reyes
    Global Community Support Engineer
    Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
    If a post solves your question, please use the "Verify Answer" button.
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  • 0 in reply to Gladys

    Hey Gladys; no, in this case only one user is even configured on these systems.

    CTO, Convergent Information Security Solutions, LLC

    https://www.convergesecurity.com

    Sophos Platinum Partner

    --------------------------------------

    Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries.  Use the advice given at your own risk.

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