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Online clients displayed as offline in Sophos console.

Sagar Palkar

Hello,

 

We recently had Sophos 10.8.9 version upgrade in our environment. After that we have noticed status of huge number of client is displayed as offline and not able to see their update status as well(updates status shows blank). 

However, after checking few systems locally we found they are updated with latest update and AV version. Also, not to mention they are connected and on network too. This case is also noticed on few systems which are usually connected to VPN. 

Can you please give me some insight on how we can proceed troubleshooting this. 



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  • 0

    Hello Sagar Palkar,

    updates status shows blank
    you mean the Up to date column (present under the Status, Update Details, or Anti-Virus Details) is blank? Seems they have "lost contact" during the upgrade. Please check the Sophos Network Communications Report and the Message Router logs for errors.

    Christian

  • 0 in reply to QC

    Hello Christian,

     

    Thanks.

    you mean the Up to date column (present under the Status, Update Details, or Anti-Virus Details) is blank?

    Yes for few, and for rest it all data is visible just they are having offline symbol on it with latest last message. 

    Now, online count has reduced drastically. 

     

    For heads up, We are already working on issues with update managers communicating to Sophos console because of firewall restrictions. 

Reply
  • 0 in reply to QC

    Hello Christian,

     

    Thanks.

    you mean the Up to date column (present under the Status, Update Details, or Anti-Virus Details) is blank?

    Yes for few, and for rest it all data is visible just they are having offline symbol on it with latest last message. 

    Now, online count has reduced drastically. 

     

    For heads up, We are already working on issues with update managers communicating to Sophos console because of firewall restrictions. 

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