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Greyed out computers in Enterprise Console

LeThanhTuDang

Sophos Enterprise Console 5.3.1 on Windows 2012 R2

Hi, 

I 've any greyed computers in unmanaged subtree and I can't rolled out the Sophos Endpoint. Protect Computer menu doesn't help, they stay greyed out. I've also try to install manually with \\servername\SophosUpdate\CIDs\S000\SAVSCFXP\setup.exe but nothings happened after starting setup.exe. What can I do?

Thank you.



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  • 0

    Hello LeThanhTuDang,

    greyed computers in unmanaged subtree
    do you mean Unassigned (though Protect Computers isn't available in this group so I think I don't quite understand what you mean by unmanaged subtree). Anyway, how did they get there? Are these only some of your endpoints (and others are already protected and managed)?

    nothings happened after starting setup.exe
    you mean nothing in the console - the install did complete on the endpoints, didn't it? If the install did complete but the endpoints don't "show up" please see Troubleshooting disconnected clients (while it's about disconnected - i.e. already managed at some point - endpoints most of it applies to a nothing happened situation as well). 

    Christian

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  • 0

    Hello LeThanhTuDang,

    greyed computers in unmanaged subtree
    do you mean Unassigned (though Protect Computers isn't available in this group so I think I don't quite understand what you mean by unmanaged subtree). Anyway, how did they get there? Are these only some of your endpoints (and others are already protected and managed)?

    nothings happened after starting setup.exe
    you mean nothing in the console - the install did complete on the endpoints, didn't it? If the install did complete but the endpoints don't "show up" please see Troubleshooting disconnected clients (while it's about disconnected - i.e. already managed at some point - endpoints most of it applies to a nothing happened situation as well). 

    Christian

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  • 0 in reply to QC
    Hi Christian,

    1. yes, I mean unassigned. I've moved into a group and in the popup window/message I've tried to install Sophos Endpoint onto the client but nothing happened, the icon stay greyed out. I've also tried via right click -> protect computer but nothing changed. On this way I've already install a lots of clients in our network, but some computers stay greyed out.

    2. yes, on the client side I'm browsing to \\servername\SophosUpdate\CIDs\... and starting setup.exe but there was no action to see, no log, no entry in eventlog, nothing

    3. meanwhile I installed standalone endpoint on these computer, but if there's a way to get them managed it would be prefered.

    Thank you.
  • 0 in reply to LeThanhTuDang

    Hello LeThanhTuDang,

    get them managed
    by either using Protect or running setup.exe from the CID. starting setup.exe without parameters should bring up the GUI, it then installs AutoUpdate and the Sophos icon should appear. Then AutoUpdate attempts to install the rest of the components. Initial log (Sophos ES setup.log) goes to the user's %TEMP% and afterwards the logs are in %windir%\Temp. Don't think the SA and managed (CID) version differ with respect to the CRT (competitor removal tool) - but Patch (are you using Patch?) can cause the installer to abort.

    Christian

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