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Totally new to PAN...So I upgraded a pair of PA500s in HA to 7.1.17, and since then (I believe) the dashboard on each shows Antivirus Mismatch. When I fly over the "Antivirus Mismatch on either's dashboard, both show the active PAN as having the older version). However, on the DEVICE> Dynamic Updates tab both devices show 2861-3371 downloaded and currently installed. I also cannot commit changes to the PAN Group- commit fails, and I suspect this is why.
When you have you dynamic updates run, is it set to update its peer? Also do you have dynamic updates running on both of them? Are they set to run at different intervals, i.e. at 15 mins past the hour for one and 30 minutes for the other?
If the versions are actually set correctly and you've verified this through the CLI and not just the GUI, I would also recommend restarting the management server prior to calling support as @OtakarKlier mentioned just to make sure that doesn't clear things up.
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The PCs have been rebooted several times. Again, it looks as though the AV is on the most current version. But the portal just reports that it is not. In terms of getting you the logs, how can I securely send you these? Thanks.
The message "protected by an older version of antivirus" randomly appears and disappears. No rhyme or reason. Clients now on the latest version of LogMeIn, 4.1.0.14148. No change. Customer support has not been able to assist me with this issue. Stuck in limbo.
@mbrady-cyber @mbrady-cyber I apologize for the errors there, but I'm not aware of any known issues that would explain the behavior. Have either of you been able to collect the referenced log files and create a case through Customer Support for an investigation?
@pcatonoutpost I think I found your case, where there may have been a disconnect between the Support representative. Could you check your email for their logs request, dated 11/13/20 ? If not, simply call back in at your convenience when you have access to one of the affected machines so that we may gather the necessary information for a detailed investigation.
Often, it takes a while for this message to appear on the clients. Normally, the "Protected by an older version of antivirus software" appears in the Central Admin console, not on the clients themselves.
So I think what causes this problem is that the AV has a problem processing an update. Computer goes offline, rebooted, etc. during an update. The update might not be related to an AV version update at all as all of our clients have the same AV version. More likely the update involves a definition update or something like this. If a problem does occur when processing an update, the AV reports back that there is a problem processing the update. Then, the Central Admin interface interprets this "couldn't install a definition" update as "the product version is out of date."
Other times, I've found that manually running the "Check Update" does nothing. Instead, I have to wait until the automatic "check update" process runs a couple times successfully. Then, clients' status changes from "Protected by an older version of antivirus software" to "Antivirus software updated" on their own in the Central Admin console.
In terms of calling support and collecting logs, this process never goes well. I submitted a ticket with logs over a month ago and have not received a response despite repeated attempts to follow-up with them. Moreover, log collection is tricky as we have our "Host Preferences" setup so that no one can make changes to the "Preferences." Thus, the "Enable Debug" logging is greyed out. We really need a better way of collecting log files. Do you have a "log collection" tool that can be run? This might help get support the information that they need.
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I downloaded a demo version from the Ukrainian Kaspersky website and I found it useful and usable (I tried another antivirus, but it could not work in China). I would like to buy a licensed version, but I do not know how to.
My version of Kaspersky is downloaded from the Ukrainian website, so I am afraid that I cannot use the license purchased in China with the program downloaded from the Ukrainian website. Buying license from the Ukrainian or Russian website may not work as well (it is stated that I cannot activate license outside of the country where I purchased my antivirus). And Chinese website lacks English language. Another problem is that the online commerce platforms (JD.com) sell license in a doubled price, which is not very attractive.
I would like to ask whether I can buy license here, in China, and use it for the program, which is currently on my computer. And if not, then how and where to download a version compatible with the Chinese license?
When both High Availability (HA) firewalls are configured to run scheduled antivirus updates at the same time and day, the antivirus versions between them are out of sync for a brief period of time. System logs are generated on the firewalls when each firewall realizes that its antivirus database version is different from the version on the peer firewall.
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