Is this normal behavior?

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? 

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.

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.

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.

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.

Hi BrucekConvergent ,

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.

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