Question on EndPointSecurity 4.2
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Question on EndPointSecurity 4.2 - 27.Oct.2009 12:52:27 AM
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johnstarks
Posts: 8
Joined: 23.Sep.2009
Status: offline
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Previously I installed version 4.1 and now I've upgraded to 4.2
When I try to deploy policy to the existing monitored computer, it shows that
"An older version of GFI EndPointSecurity agent (version 4.1) detected. This version cannot be update"
Then I try to deploy for the second time
1. some computer shows success
2. some shows "installation failed"
3. some shows "Failed to copy the files to the remote computer. (Access to the path '\\pcname\C$\Windows\\EndPointSecurity' is denied)
So, is it ok for me to upgrade from 4.1 to 4.2?
Does point 1. means the deployment is ok?
For point 2. and 3., what is the problem and how to fix it?
Also for reportcenter I have the problem when generate report, it prompts that:
ActiveX control '8856f961-340a-11d0-a96b-00c04fd705a2' cannot
be instantiated because the current thread is not in a single-threaded
apartment.
(The prompt window title is Crystal Report Windows Forms Viewer)
< Message edited by johnstarks -- 27.Oct.2009 1:28:34 AM >
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RE: Question on EndPointSecurity 4.2 - 27.Oct.2009 1:37:37 AM
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Zolll
Posts: 181
Joined: 15.Jun.2005
Status: offline
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Hello johnstarks,
Regarding your first question about the installation failure, I'm pretty sure that there are some problems with the shares on the machine with the agent. When EndPointSecurity agent is installed, first the installation kit is copied in the Windows folder and then launched from there in order to be installed. In your case the first step seems to fail, most probably the ESEC service does not have access to that path. You can make a simple test, try to access that share from the machine where the main application is installed, having the exact same credentials that you configured for the main ESEC service. If that works, try to make an uninstall of the agent first, restart the agent machine and make a new install again.
Moreover, please ensure that you imported successfuly all the policies and credentials, in most cases installation failed errors are due to lack of credentials on remote machines.
Regarding the ReportPack issue, we need some troubleshooter files in order we can debug the problem. At first glance it seems to be a Crystal Reports related problem. Please follow the instructions on how to provide us with these troubleshooter files from the following post:
http://forums.gfi.com/General_Information/m_900731045/tm.htm
Please let us know whether this helped or if you need further guidance.
Thanks!
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Another bungled roll out - 27.Oct.2009 5:00:06 AM
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kevinlovegrove
Posts: 28
Joined: 9.Dec.2007
Status: offline
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I really do think you need to stop with the lengthy replies that don't answer the question.
I have 1500 clients, and the first deployment upgraded 380 of them. The second attempt, none. If there was a problem with the shares, how the hell did I get the other 1180 agents installed before, and keep them updated?
No, there is a problem with the upgrade, and you either should not have rolled it until it was properly tested or at least had the decency to tell your customers that it is likely to mean you have to go and manually remove and reinstall agents.
And before you ask why I rolled it out straight away, it's to fix the memory leak(s) that you let slip out in the last few releases because you didn't test them properly either!
I for one am not very impressed at all!
Regards,
Kevin
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RE: Another bungled roll out - 27.Oct.2009 7:14:15 AM
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Zolll
Posts: 181
Joined: 15.Jun.2005
Status: offline
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kevinlovegrove,
First of all I'm sorry if I made somehow a bad impression regarding the way I am trying to address the issue. If you wish, please feel free to escalate the problem(s) to our support department any time - but you will have to be a bit patient on the response since it has to be processed internally. Please don't forget that I am trying to help you here DIRECTLY in order to avoid any lengthy escalation procedures and keep solving any issues as fast as possible.
In order I can help you, I really need more information on the problem, since in our test environment having hundreds of machines with different OS, we didn't manage to reproduce such issues so far. Please tell us exactly what errors do you get and if you get the access denied errors, perform the test I asked in my previous post in order to ensure that the ESEC service's credentials work fine. We could also need debug log files from the main machine as well.
Please note that my advice on manual removing the agents and uninstall them again is not a requirement at all, it was just an idea on how to test out whether there could be any issue regarding the agent protecting itself. As a note, the agent installation kit silently removes the old agent and installs itself after that, this is the only way to do the upgrade (I can provide you with more technical details on this if you wish).
For the memory leak issue, I am sorry that it slipped out, it was an issue on the first build of EndPointSecurity 4.1 and it was corrected quickly when we got aware of it.
I would really appreciate if you could continue helping us to identify and solve any potential problems regarding the upgrade issue.
Thanks!
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RE: Another bungled roll out - 30.Oct.2009 1:03:49 AM
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sunnytan31
Posts: 13
Joined: 25.Dec.2008
Status: offline
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quote:
When I try to deploy policy to the existing monitored computer, it shows that
"An older version of GFI EndPointSecurity agent (version 4.1) detected. This version cannot be update"
Hi, I'm facing exactly the same problem here. Uninstalling every agent is not practical at all. In order to fix handful of memory leaked issues, we need to uninstall and reinstall all agents?!
So any workaround solution?
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RE: Another bungled roll out - 2.Nov.2009 12:42:53 AM
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kevinlovegrove
Posts: 28
Joined: 9.Dec.2007
Status: offline
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After around a week, 1137 clients have now upgraded despite giving the "An older version of..." message initially.
If your error messages aren't reliable, then how are we supposed to troubleshoot?
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RE: Another bungled roll out - 2.Nov.2009 2:25:03 AM
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Zolll
Posts: 181
Joined: 15.Jun.2005
Status: offline
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sunnytan31: Uninstallation of agents is done automatically by the new ESEC agent so you don't have to interfere manually. This is done because of the Microsoft Windows' file system driver structure.
I am not understanding you exactly regarding the "memory leak issues", did you find any or what exactly do you mean by this?
kevinlovegrove: The message related to an older version of agent is not an error message, it's a warning or a note that the agent will be upgraded by uninstalling and then installing the new version. I am happy that your agents got upgraded to the new version, therefore, is there any problem with them?
Regarding on how to troubleshoot and help us identify possible issues, please read the following thread:
http://forums.gfi.com/General_Information/m_900731045/tm.htm
Thanks!
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RE: Another bungled roll out - 3.Nov.2009 11:40:31 AM
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digitizedmind75
Posts: 5
Joined: 13.Aug.2008
Status: offline
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Hello all. I don't mean to hijack this thread, but it fits exactly with my frustration that I have been experiencing since becoming a GFI customer and using the Endpoint Security product.
I cannot agree more that this is "another bungled roll out" for sure. It seems that every single time their is an update, problems come with it and these problems take awhile to get corrected. So I thought I would play it safe this time and sit on it for a couple of weeks and read the forums. I didn't pick up on any problems in the forums, so I did a limited deployment on about 15 PC's. I didn't experience any issue on this during the 5 day run, so I thought to myself, "GFI has finally rolled out an update without issues", if only that was true!
Within one day of rolling it out to all the PC's within the network, I started getting numerous program freezes, error messages (no available resources to process this request) when accessing programs/files that were on network drives. All these issues are indicative of a memory leak somewhere. Well of course the only thing that changed was the GFI agent for Endpoint Security. I uninstalled some of the agents on some selected problem machines and viola!!! The problems cleared up just like that!! Wow.
These issues are getting so redunant and old and I am sure I am not the only person who cringes when they see the "New Build Alert" messages come through! What is the issue with this company not properly testing the software before rolling it out??? I am seriously, and I do mean seriously, considering dumping the GFI software for another solution. The tech support for any issues submitted seems to take forever and I am generally just turned off with this product.
In the meantime I am once again uninstalling the new build agents from the machines displaying the worst behavior and hoping for a "quick" solution to this problem. This is fast becoming the upgrade procedure for the GFI Endpoint Security product.... Upgrade, Roll Out, Experience Issues, Uninstall, Downgrade, Wait, Upgrade, Roll Out Fix......
I honestly would like to see this product fix is quality issues in regards to updates and new builds. I am but one in a number of people who are frustrated with the problems.
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RE: Another bungled roll out - 4.Nov.2009 7:43:31 AM
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j.kissener
Posts: 11
Joined: 16.Jun.2008
Status: offline
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I will assent to the view of the other posts in this article!
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RE: Another bungled roll out - 4.Nov.2009 7:48:08 AM
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Zolll
Posts: 181
Joined: 15.Jun.2005
Status: offline
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digitizedmind75,
You are more than welcome that you shared with us your concerns with the product.
The issues you are telling us about were not reproduced in our testing environment, although the product went through a lengthy testing period. Unfortunately, a product with such a complexity is hard to be tested completely (considering other third party products which could influence the behaviour of our software, such as antivirus engines and others). Therefore, it might be that some problems have slipped out to the release build. I can ensure you we are doing everything to fix them as soon as possible.
Thank you again for pointing out these issues and it would be really great if you could provide us with further help on this - some information regarding your environment, what OS you are using, whether you have any AV products installed and maybe some details about how the problem could be reproduced. Moreover, can you see any huge increases in memory usage of the EndPointSecurity agent service?
Looking forward for your answer.
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RE: Another bungled roll out - 5.Nov.2009 3:19:37 AM
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titus91360
Posts: 2
Joined: 5.Nov.2009
Status: offline
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Hi,
Like Digitizedmind75, We've got a lot of problem with memory usage since the last update of GFI.
The problem disappear when unsintalling.
What can I see is in event log, some errors 2020 and 2000 from Srv with this message (sorry but in french):
Le Serveur n'a pas réussi à allouer de la mémoire paginée du pool système car celui-ci est vide.
We're running under Windows XP SP3 French with all available fixup from Microsoft.
We also use Nod32 v.4 from Eset
Can't see huge memory consumption for the agent (~7Mo) but since is a paged memory problem, not sure I can see it on process manager.
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RE: Another bungled roll out - 5.Nov.2009 11:18:21 AM
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digitizedmind75
Posts: 5
Joined: 13.Aug.2008
Status: offline
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Zolll
I respect that this is a complex product and that it cannot be tested against everything, but to go from an release that was working fine with my current setup to a release that begins to blow up in my face, while using the same hardware/software, is still unacceptable. My displeasure aside, I will address the questions you asked.
OS: Windows XP Professional SP3 and one Windows 7 Professional
Yes I do have AV installed (Symantec) and I cannot really reproduce the problem at will. This looks to be a memory leak issue of some type. The problem doesn't occur on every machine, but some of our older machines which have less memory resources available.
They display the following behavior:
1. Programs begin hanging/stalling and need to be task killed.
2. Cannot access resources on network drives - give an error stating that there are not enough resources available to service this request.
3. All software, including the OS, become very slow/sluggish. This leads to task errors while trying to print, etc.
4. A reboot will temporarily fix the issue, but an uninstall of the GFI agent will permanently fix it.
I have not noticed any significant increases in memory usage from within the task and process managers.
Please understand that I currently have PC's unprotected because I had to uninstall the agent from them and I would appreciate a quick resolution. I cannot just go and reinstall these agents as it is a hit or miss issue and if follows no set pattern. This has resulted in severe interruptions in workflow. The response to this problem will directly influence my final decision when it comes time to renew my licensing and maintenance.
< Message edited by digitizedmind75 -- 5.Nov.2009 11:19:51 AM >
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RE: Another bungled roll out - 6.Nov.2009 1:30:29 AM
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Zolll
Posts: 181
Joined: 15.Jun.2005
Status: offline
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Hello all,
We have managed to reproduce the memory issue in house. Moreover, we already implemented a solution for it and the agent seems to work fine, without memory leaks. The new driver will have to go trough a testing procedure before we can release it, but this will be really soon since it is an important issue. We will make a new patch for the agent and send it to you even before the release of the new build in order you can have the fix as soon as possible.
Again, thank you guys very much that you reported us this issue and helped us tracking it down.
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RE: Another bungled roll out - 8.Nov.2009 1:13:33 AM
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kevinlovegrove
Posts: 28
Joined: 9.Dec.2007
Status: offline
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I hope you will take on board - and pass on - the fact that your customers don't think you do a thorough enough job of testing new builds.
If you don't experience any of these problems in your test environment, then perhaps you need a wider scope of test environments!
It isn't just this product, we abandoned moving to WebMonitor because on its initial release it didn't work as advertised and GFI could not fix it quickly enough.
This seems to be a systemic problem with GFI product development.
We are a Mail Security and Mail Essentials customer as well, and have experienced similar problems in the past.
Please stop using your customers as a test environment unless they have specifically enrolled in a Beta programme!
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RE: Another bungled roll out - 17.Nov.2009 10:56:01 AM
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digitizedmind75
Posts: 5
Joined: 13.Aug.2008
Status: offline
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Zolll
Any word on this patch that will correct the memory leak issue yet? I am patiently waiting, but I need to get this problem resolved.
Also, I agree with kevinlovegrove regarding not using your customers as program testers. These types of issue do appear to be the norm with GFI and I know that I didn't enroll in the beta program.
Thanks
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