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problem updating devices

Georgi Mogilkov

Hello,

we have windows 10 devices with the newest endpoint version.We have problem with updating devices.In the SEC its shown not since (date) but the device is up to date. The problem is solved after re-installing the endpoint.Is there any other solution to the problem? Thanks



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  • 0

    Hello Georgi Mogilkov,

    you have still endpoints with this issue or does it recur? A re-install destroys almost all evidence of the preceding errors so an endpoint that currently has this problem is needed.

    Other than showing Not since - is the endpoint Connected and is the Last message time (tab Computer Details) current?
    You said in the other thread but the device is up to date - how did you determine this? The IMO best method is to open the local GUI, on the left View product information, AV & HIPS expand +Software and check the values for Detection data (e.g. 5.57) and Detection identities (IDEs, e.g. 119). If they are the same as for an up to date endpoint in the console (tab Anti-Virus Details) then it's likely a communication problem.

    Christian

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  • 0

    Hello Georgi Mogilkov,

    you have still endpoints with this issue or does it recur? A re-install destroys almost all evidence of the preceding errors so an endpoint that currently has this problem is needed.

    Other than showing Not since - is the endpoint Connected and is the Last message time (tab Computer Details) current?
    You said in the other thread but the device is up to date - how did you determine this? The IMO best method is to open the local GUI, on the left View product information, AV & HIPS expand +Software and check the values for Detection data (e.g. 5.57) and Detection identities (IDEs, e.g. 119). If they are the same as for an up to date endpoint in the console (tab Anti-Virus Details) then it's likely a communication problem.

    Christian

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  • 0 in reply to QC

    Hello, 

    Yes we still have issues with endpoints showing Not Since(date).We have checked the device

    View product information, AV & HIPS expand +Software and check the values for Detection data (e.g. 5.57) and Detection identities (IDEs, e.g. 119). and its fully up to the but the SEC is showing not since(date).

    We have devices that are showing this issues for a long time and from nowhere it is up-to-date.

  • 0 in reply to Georgi Mogilkov

    Hello Georgi Mogilkov,

    what about the mentioned Last message time of these Not since ... endpoints? And apart from the Not since ... - do they show an updating error (tab Update Details or Alert and Error Details or View computer details)?

    If the Last message time is not recent and not much later than the Not since ... it's likely a endpoint to server communication problem. The Router logs (%ProgramData%\Sophos\Remote Management System\3\Router\Logs\) should have more information.

    Christian

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