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Protecting computers, stuck on hourglass with no progress

LouiseVan Alstyne

When in the console, and I attempt to protect computers, the hourglass appears but it never changes to the down arrow. It stays with the hourglass for perhaps a day before erroring out. Any ideas as to why this happening, or where can I look to troubleshoot?



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  • 0

    Hello LouiseVan Alstyne,

    perhaps a day before erroring out
    this is unusual and way too long. At this stage it's trying to locate (i.e. determine the IP address of) and connect to the endpoint. SEC shouldn't have to wait "forever" to find out it can't contact the endpoint. And it wouldn't wait for hours for the endpoint to call back.
    The Sophos endpoint deployment guide step by step guide has some troubleshooting tips as well. Does it fail with all endpoints, what is the exact error message/code displayed in the console? And, BTW, mentioning the software and OS versions involved is not a bad idea :-).

    Christian

  • 0

    The orange arrow is the first step of the deployment process.  Article community.sophos.com/.../119399 explains it's when the management server (actually the Sophos management service) is going off to the computer and trying to create a remote scheduled task.

    Generally this is because the computer blocks the connection (perhaps the firewall on the client computer denies access).  As  says, the deploy guide he linked to has troubleshooting steps.  If you think you have followed all the required steps, get one computer nearby that you can test with, disable the firewall locally, and redeploy the software to it from the console.  If that works then the central GPO etc. you created hasn't been actioned by the computer.

    It may be worth watch this video from the point of deployment (about 6 minutes in)...

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0
    Thank you, but I had gone through the troubleshooting steps before posting. It was all endpoints that this would occur on, although previously this was working. In addition, clients installed manually were not showing as managed in the console.

    It is now working again, I believe the culprit was that the "Sophos Certification Manager" service was not running on the server - apparently upon a reboot this service did not come back up. Things started working again once this service was started.

    For prosperity, the server version is 5.3
  • 0

    Hi,

    Server Version: 5.2.2

    Server OS: Windows Server 2012 R2

    Clients: Windows 7 and Windows 8.1

    I am currently facing this same issue.

    I am not entirely sure of when it started unfortunately, but I have a bunch of computers showing the orange hour glass.

    Everything had been working up until this morning when I noticed the issue. I am unable to push new deployments or redeploy to clients.

    I looked through the documentation provided in this thread but unfortunately nothing has yielded a solution.

    I have checked the following

    • Checked clients local Windows Firewall. It is off.
    • Checked client name resolution and server name resolution. The server is able to ping and correctly resolve the computers name. The computer is able to ping the server and correctly resolve it's name.
    • Task Scheduler server is running on the client. Windows Installer service is set to manual. Remote Registry is set to Automatic and started.
    • I have rebooted the SEC server.
    • I have verified that all required services are running.

    The SEC is not reporting any errors for these clients unfortunately, the icon just stays as an orange hour glass.

    Are there any logs that I can look at that might help me determine what is causing this?

    Thank you,

    Cheers

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