Computer Protection - Realtime scanning goes on and off and on ....

Newest version of Comp. Protection
Some of our computers report in portal that "Realtime scannin in off"
So I discovered that it goes on and off periodically ... no pattern.
Is that a feature?

Best Answer

  • PetriKuikkaPetriKuikka Posts: 205 F-Secure Employee
    Accepted Answer

    Hi,

     

    there is a bug where the upstream status is currently collected from a value which monitors also if the engine is up and running. And when shutting down the computer, it sometimes is able to shutdown parts of the engine, that changes the state to disabled, before the upstream sending part is shutdown. And in these cases it sends incorrectly the disabled state to portal just when computer is shutdown. And once the computer comes back up, it agains sends the status "I'm ok".

     

    We have a fix coming in next portal release, that is most likely deployed to production during next week.

     

    Petri

    LakshKSYK-Support

Comments

  • Stig69Stig69 Posts: 3

    Hi,

     

    We're still seeing random Disabled Real Time Protection systems. Not sure if the fix has been installed everywhere alreadY

  • fedoolfedool Posts: 146 F-Secure Employee

    Hi,

     

    Sorry, we are still working on  proper fix.

  • PetriKuikkaPetriKuikka Posts: 205 F-Secure Employee

    Hi,

     

    fix  was installed with the release 313, but it had to rolled back as it caused real time scanning status go to disabled in case you had disabled Browsing Protection in the profile.

     

    We are just testing a better fix and hopefully get it rolled out in next 24h to production.

     

    Petri

    Stig69
  • PetriKuikkaPetriKuikka Posts: 205 F-Secure Employee

    Hi,

     

    new fix was deployed to all productions PSB portals some 5 minutes ago, so this problem should vanish from this point on.

     

    If you have some devices in wrong looking state, just assign them the "Send status update" operation and it should fix them if they are online.

     

    Petri

  • Stig69Stig69 Posts: 3

    Still seeing a lot of disabled systems. Send status update fixes them but the problem comes back eventually.

  • PetriKuikkaPetriKuikka Posts: 205 F-Secure Employee

    Hi,

     

    really sorry to hear that. Could you open a real support ticket, so we could take more closer look at your company / SOP level account. Please include support tool fsdiag from one of the these problematic computers to the ticket. You can also mention my name in the ticket so they can bring it faster for us to check it out.

     

    Petri

  • Stig69Stig69 Posts: 3

    hi actually we have had a ticket open for this for about 3 months... ticket number xxxxxx. It should have a bunch of diags already.

     

    EDIT: Removed Case number

  • PetriKuikkaPetriKuikka Posts: 205 F-Secure Employee

    Hi,

     

    I'll take a look of those and try to see if we can understand what more is going wrong here.

     

    Petri

     

     

    Stig69
  • PetriKuikkaPetriKuikka Posts: 205 F-Secure Employee

    Hi,

     

    just quick update on this issue: the fix we did for the shutdowning computers worked fine, but there is another problem, where client just sends within 1 second interval both messages "real time scanning got disabled" and then "real time scanning got enabled". And for some reason our processing now handles these so that the disabled status gets written to database. We are trying to find a fix to this and also Computer Protection team is looking on why this sudden status change happens.

     

    It might need a new client release before this gets fully fixed, but I'll keep you updated on the progress.

     

    Petri

     

    KSYK-SupportStig69
  • Works fine now Smiley Happy Thanks

     

    Capture.PNG

  • PetriKuikkaPetriKuikka Posts: 205 F-Secure Employee

    Hi,

     

    that is just pure luck as we haven't deployed any fixes yet :).

     

    Petri

  • PetriKuikkaPetriKuikka Posts: 205 F-Secure Employee

    Hi,

     

    after taking lot deeper look on the issue, it is clear that this problem cannot be fixed without new client release. Parallel processing of data just can cause it to be in any state when client sends several updates <1s.

     

    So, you'll need to wait for a new client release. I don't have any idea at this moment when we will be doing it.

     

    Petri

This discussion has been closed.