Engine Version outdated - how to force update ?
Hello,
for several clients in gravity zone portal, i see the engine version getting outdated and the client getting red exclamation mark.
what's the reason for this and how can engine update being forced, so that it won't show red all the time ?
The problem exists for about 5 out of 10 clients.
thank you
Roland
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Hello.
Since you need help with business product, @Andrei_S Enterprise (who provides support for business products) could take a look here and help you with the issue.
Also, you can always contact the Bitdefender business support:
Regards.
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thank you
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Hello @RolandK ,
To fully understand the root cause of the outdated clients we will need to collect logs so please reach out to our Enterprise Support Team.
What I can suggest now is to check if you have all our addresses whitelisted and all ports are opened.
I assumed that you are a cloud customer but similar articles are available for On Premise environments.
To run an update on the updated endpoints please follow the steps mentioned in this article:
Kind Regards
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for several clients in gravity zone portal, i see the engine version getting outdated and the client getting red exclamation mark.
what's the reason for this and how can engine update being forced, so that it won't show red all the time ?
The problem exists for about 2 clients.
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Hello @arshad ,
Where you able to review my previous answer and force an update using the update agent task as per ?
If you still face an issue after checking the above knowledge articles please open a case with our Enterprise Support team so we can investigate ( )
Kind Regards,
Andrei
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Thank you for great support, i will try the same as mentioned above, i will let you know the result.
Regards,
Arshad
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Hello,
I have a similar issue but it is always for MacOs…I have 6 workstations on Windows and 5 on MacOs. The 6 in WIndows were updated, but the macs all have a red exclamation mark behind them since I thing earlly this week or late last week. Is it possible that engine versions are release later for MacOs than for Windows? If so, the exclamation mark should not be shown on the mac as they are on their most recent version (albeit a lower version than the Windows machines)
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Hello @petervg ,
There should not be a visible impact for the engine versions update between Mac and Windows. Can you please check the policy applied to these MacOs devices have the Security Content Update enabled and the same Recurrence set as the Windows devices?
If this does not resolve the issue than we will have to look more in detail with the help of our Enterprise Support Team.
Kind Regards,
Andrei
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I have only 1 policy which is assigned to all devices. From a configuration perspective we do not make any distinction between types of machine.
I have seen this exact same behaviour before.
Furthermore, when I go to one of my users on mac, and I sit with them and open Bitdefender and check for updates, it says that it is completely up to date. I can also see that the security content has been updated. The problem seems to be the engine version.
Like I said: this has happened before, i.e. Windows PC showed a more recent engine version than macs…then after a while it all of a sudden resolved itself. That is why I was thinking it may be an issue with release order of engines, like first releasing updates for Windows, and only some time after releasing them for mac. But from what I understand from your comment, that should not be the case.
I just rechecked…2 of my 5 mac users have now got the latest engine version. The 3 others not, but that is to be expected as they are on holiday and not using their computer (= off). So it does look like the updates for mac come in several days later than for Windows.
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Hello @petervg ,
I double checked with our Engineering team directly, they confirmed that both products (Mac and Windows) have the same update location for the engine versions.
Another thing that came to my mind is that the Windows and Macs might get their engine version updates from different location, for example if you are using a relay it can lead to this scenario.Again, this really needs to be investigated by Enterprise Support, please open a case and lets collect a Support Tool Log for further investigation so we can identify the cause.
Kind Regards,
Andrei
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That is weird idd. It won't do much good now to collect the logs as the problem is resolved. I will keep an eye on it, and if it happens again, and it will because it has happened before, then I will be sure to open a case.
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Is it possible that the outdated engine versions are due to specific clients not being able to reach the GravityZone update server because of local network restrictions or incorrect proxy settings? Also, have you confirmed if the automatic engine update process is properly configured in the GravityZone portal, or if there’s a need to manually push updates to the affected clients to prevent the red exclamation mark from appearing?
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I do not know what is the cause, but it is not a networking issue. And it is consistently happening on the Apple laptops we have: it looks like the macbooks always take longer to update the engine versions than the Windows machines. Yesterday all macbooks were marked with an exclamation mark because of the engine update, today they are all resolved. So it looks like engine updates for Mac are pushed out later than for Windows, which is fine of course. Just would expect GravityZone to know about this. And if it does, then it is strange that our macbooks are not updating their engine faster. Not sure if this is a scheduled task that needs to be explicitely set somewhere…
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