Overview

You may face the issue where configured PCs do not appear on the EndPointSecurity console during a scan.

Information

Missing information about devices indicates likely configuration data corruption or database connectivity issues.

Please try the following steps to resolve the issue:

Backup Configurations, Uninstall, and Reinstall EndPointSecurity

1. 1. Backup EndPointSecurity Configurations: You may consult the Backing up GFI EndPointSecurity article for further guidance.
      • You may experience the "The selected file does not have the correct format" error, during importation if toolcfg_updates.xml is corrupt/empty. Hence, kindly ensure that the toolcfg_updates.xml file is not empty or corrupted:
        • If the toolcfg_pdates.xml file is empty/corrupt, kindly consult the following article for a swift resolution:
          • The selected file does not have the correct format when Importing Configuration. 
        • Alternatively, you can do the following:
          • Rename the existing toolcfg_updates.xml to toolcfg_updates.xml.old
          • Create a new toolcfg_updates.xml file, copy and save the following into the file:

            • <XMLFileInfo>
              <RelativeName>toolcfg_updates.xml</RelativeName>
              <XmlData />
              </XMLFileInfo>

   2. Uninstall EndPointSecurity via the Windows Control Panel.

   3. Reinstall EndPointSecurity on the Server.

      • If you no longer have the EndPointSecurity installer, you can download it via the GFI EndPointSecurity Download Link. 

   4. Import the Saved Configurations into the new installation 

      • On the console, go to File > Import and export configurations > Import desired configurations from a file.
        
        

   5. Verify that computers no longer disappear from the EndPointSecurity console

       

Verify that there are no database connectivity issues.

• • Go to the EndPointSecurity Status Dashboard and verify that the database server is running as illustrated in:
    
    
    
    
  • If there are issues, please ensure that:
    • The database server is running.
    •  You are connecting to the correct database with the correct user credentials.
      • You may review the Creating a New SQL Backend Database for GFI EndPointSecurity article for comprehensive information about EndPointSecurity database configuration.

If the problem persists, please create a support ticket and provide the following information:

1. A video recording of the issue. 
   • You may utilize the Loom service for this purpose.
2. EndPointSecurity Server troubleshooter logs for the new installation
   •  You may consult the How to gather troubleshooter logging from GFI EndPointSecurity Server article for further guidance.