Troubleshooting and Support
This chapter explains how to resolve any issues encountered during installation of GFI EndPointSecurity. The main sources of information available to solve these issues are:
This section and the rest of GFI EndPointSecurityAdministrator Guide contains solutions for all possible problems you may encounter. If you are not able to resolve any issue, please contact GFI Support for further assistance.
Common Issues
The table below lists the most common issues which you may encounter during the initial setup and first time use of GFI EndPointSecurity and a possible solution for each:
| Issue | Possible Cause | Possible Solution |
|---|---|---|
| The computer is offline. | GFI EndPointSecurity management console pings the target computer at deployment to determine whether it is online, and if not this message is displayed. |
If a target computer is offline, the deployment of the relevant policy is rescheduled for an hour later. GFI EndPointSecurity keeps trying to deploy that policy every hour, until the target computer is back online.
Ensure that the target computer is switched on and connected to the network. |
| Failed to connect to the remote registry. (error) | GFI EndPointSecurity was not able to extract data from the registry of the target computer. |
Ensure that your firewall settings enable communication between the target computers and the GFI EndPointSecurity server. For more information refer to System Requirements.
|
| Failed to gather required information. (error) | GFI EndPointSecurity was not able to extract version related data from the target computer (Operating System version and GFI EndPointSecurity agent version). |
For more details about the cause of the error and a possible solution, refer to the system error message within the parenthesis. |
| Failed to build the required installation files. (error) | GFI EndPointSecurity was not able to add the necessary configuration files within the deployment file (.msi installation file) of the GFI EndPointSecurity agent. This error occurs before the deployment file is copied onto the target computer. |
For more details about the cause of the error and a possible solution, refer to the system error message within the parenthesis. |
| Failed to copy the files to the remote computer. (error) |
GFI EndPointSecurity was not able to copy the deployment file (.msi installation file) onto the target computer. A possible cause can be that, the administrative share (C$) that GFI EndPointSecurity is using to connect to the target computer, is disabled. |
For more details about the cause of the error and a possible solution, refer to the system error message within the parenthesis.
For further information about network connectivity and security permissions, refer to: http://kb.gfi.com/articles/knowledge base_Article/KBID003754?retURL=%2Fapex%2FSupportHome&popup=true |
| Timeout | Agent deployment onto the target computer is either taking too long to complete or else is blocked. | Try to deploy the GFI EndPointSecurity agent again. |
| Failed to install the deployment service. (error) | GFI EndPointSecurity agent was not able to be installed or uninstalled by the service running on the target computer. |
For more details about the cause of the error and a possible solution, refer to the system error message within the parenthesis. |
| Installation failed. | Installation of the GFI EndPointSecurity agent is complete, but is not marked as installed within the registry.The version and build numbers of the GFI EndPointSecurity agent are not the same as those of the GFI EndPointSecurity management console. |
For more details about the cause of the error and a possible solution, refer to the agent installation log files on the target computer at: %windir%\EndPointSecurity. |
|
Un-installation failed. |
Uninstallation of GFI EndPointSecurity agent is complete, but is not marked as uninstalled within the registry. | For more details about the cause of the error and a possible solution, refer to the agent installation log files on the target computer at: %windir%\EndPointSecurity. |
| The operation failed due to an unknown exception. | GFI EndPointSecurity has encountered an unexpected error. |
Please use the Troubleshooter Wizard to contact the GFI Technical Support team. To open the Troubleshooter Wizard navigate to Start > Programs > GFI EndPointSecurity2018 > GFI EndPointSecurity2018 Troubleshooter. |