* LiveConnect Outage Report *

Dear Testers and Customers,

As part of the launch activities for UTM9, we were adding server capacity to the LiveConnect service over the weekend of 14./15. July.

Due to a human error during that process, we lost an database instance that held up-to-date information on connected UTM devices. This resulted in an outage of the service lasting until around 2AM CEST on Monday morning, while we were reconstructing the database.

As a consequence of us not having the latest copy of the lost data, there is the small possibility that you have to Reset the installer registration token and download a new copy of the installer. You can find the button to reset the token on the Endpoint Protection->Computer Management->Advanced page. We believe that only a single-digit number of UTM devices is affected by this problem.

If you still experience other problems with LiveConnect as of now, please post in this thread.

Sorry for the inconvenience,

/tom kistner

0 tom_01 over 10 years ago

We have identified an additional problem introduced by our outage on Sunday. Some endpoints that have talked to LiveConnect in a certain time window on Sunday were not able to communicate with Liveconnect since.

Those endpoints will show up as "Offline" on the UTM. Updates and pattern delivery on these endpoints are not affected by this - the protection of these endpoints will stay current.

The short-term solution to this problem requires re-installing the endpoint software. It is not necessary to uninstall the existing package. Also, using the slim installer package is sufficient. The endpoint will show up as "new" on the UTM. You will need to delete the old instance of the endpoint on the UTM.

If you can wait a couple of days (as mentioned, protection is not affected), we are currently scoping and developing a small patch delivered via the Update channel that should reconnect the endpoint with the management system.

We are sorry for causing this inconvenience. We hope that won't keep you from participating in future Beta tests.
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0 wingman over 10 years ago

Thanks Tom

That explains why resetting the token 3 times didn't do the trick! [[:)]]

I will wait for the patch [[:)]]
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0 wingman over 10 years ago

Hi Tom

Do you guys know when will the patch be ready? It would be good for us to check for endpoint "issues" after the patch installation.

Thanks
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0 tom_01 over 10 years ago

It took us a little longer than anticipated. The patch is currently in testing. ETA this afternoon or tomorrow, unless we find something unpleasant in testing.

/tom
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0 wingman over 10 years ago

HI Tom

I can see all endpoint live .

Thanks
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0 RFCat_vk_01 over 10 years ago in reply to wingman

I didn't do too badly, 1 out of 2 show as alive.

Ian
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