Managed computer's status is missing, incorrect or 'awaiting policy from console'

  • Article ID: 46100
  • Rating:
  • 7 customers rated this article 1.9 out of 6
  • Updated: 25 Feb 2014

Issue 

Enterprise Console displays an incorrect or missing status for a managed computer that is otherwise reporting its status correctly.  One typical example is: 

Awaiting policy from console

First seen in

Sophos Anti-Virus for Windows 2000+

What To Do

  1. On a computer from the same group (and with the same Sophos products installed), navigate to:
    • Windows XP/2003:C:\Documents and Settings\All Users\Application Data\Sophos\Remote Management System\3\Agent\AdapterStorage
    • Windows Vista+: C:\ProgramData\Sophos\Remote Management System\3\Agent\AdapterStorage
  2. Copy the AdapterStorage folder from the unaffected computer to the affected computer and check whether this solves the problem.
  3. If the computer's status is still incorrect in Enterprise Console, on the affected computer, open the registry and navigate to the following location:

    HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Remote Management System\ManagementAgent\Adapters

    Check for Adapter keys for each of the installed components (ALC, SAV, SCF and NAC).

    If they are missing, import them from the unaffected computer and then check whether this solves the problem.

  4. If the computer's status is still incorrect in Enterprise Console, check that the following dll files are in the correct locations:
    Note: 'C:\Program Files\' is 'C:\Program Files (x86)' on 64-bit operating systems.

    • C:\Program Files\Sophos\AutoUpdate\AUAdapter.dll 

    • C:\Program Files\Sophos\Sophos Anti-Virus\SAVAdapter.dll

    • C:\Program Files\Sophos\Sophos Client Firewall\SCFAdapter.dll (if you have the Firewall installed on this computer)

    If any of the necessary files are missing, copy them from the unaffected computer and then check whether this solves the problem.

  5. If the computer's status is still incorrect in Enterprise Console, on the affected computer, restart the Sophos Agent and Sophos Message Router services in Windows Services.

 
If you need more information or guidance, then please contact technical support.

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