New Installations not showing up in the Console.

  • 21 January 2014
  • 2 replies

Installing Webroot endpoint protection.
installed it on 25 machines.  Only 17 show up in the console.
I can get a machine that is not showing up in the console to show up by running the installation again..only it displaces another machine that will no longer shows up in the console.
The machines that are not showing up are all cloned machines from the same source image...however webroot was loaded after the images were rolled out.
Webroot also disappears from the workstations that don't show up in the console after about 24-48 hours.

2 replies

Userlevel 5

Thank you for contacting Webroot.
To address the issue of duplicate endpoints appearing in the Account Management website, please uninstall Webroot SecureAnywhere Business – Endpoint Protection from the affected endpoint(s). Afterward, you can reinstall it with the command line option "-clone ", which will cause SecureAnywhere to create a unique identification for that system.

Example (x’s represent your license key):
wsasme.exe /key=xxxx-xxxx-xxxx-xxxx-xxxx /silent -clone

After installation, a new hostname appears in the Account Management website; e.g., hostname PCHOSTNAME might become PCHOSTNAME-C8137921. This value will persist if the agent is uninstalled or reinstalled so that existing agents won’t move to other IDs. However, if the OS is reinstalled, the ID will change.

If you require further assistance, please let us know.

Thank you,
We have done exactly as specified here.  The endpoint shows up in the console.  It appears that the endpoint does an update and then it disappears from the console.  We have done this a few times in a row and the end result is the same - it disappears from the console.
We are also wanting to remove duplicates, but we are weary about deactivating any endpoint not seen in a while, as we are afraid it will also remove an endpoint of the same name and then we will not be able to reinstall WRSA and keep control of the endpoint.