Enterprise Console: managed computer's status is missing or incorrect

Issue
Enterprise Console displays an incorrect or missing status for a managed computer that is otherwise reporting its status correctly.

Sophos product and version
Sophos Anti-Virus for Windows 2000+

Operating system
Windows 2000 Server SP4 and above

What to do

1. On a computer from the same group (and with the same Sophos products installed), navigate to:

2. C:\Documents and Settings\All Users\Application Data\Sophos\Remote Management System\3\Agent\AdapterStorage

3. Copy the AdapterStorage folder from the unaffected computer to the affected computer and check whether this solves the problem.

4. 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.

5. If the computer's status is still incorrect in Enterprise Console, check that the following dll files are in the correct locations:

   • 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.

6. 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.