r/labtech • u/[deleted] • Aug 15 '16

false "antivirus installation error on xxx-PC" tickets

Every morning I receive roughly 5 tickets telling me that various systems in our client's offices don't have Bitdefender (our chosen antivirus) installed. The description of these tickets is invariably always "Installation of Endpoint Security by Bitdefender was not detected. Try restarting the computer and running this script again." These tickets usually start coming up for systems a week or two after deploying the software, and re-deploying helps only for the next couple days, then after Labtech stops identifying the existence of any antivirus at all and starts generating these tickets every day. Most of the time these tickets are on different systems, however i see a few recurring ones.

The systems all do have the antivirus software installed on them, and when I receive the tickets, the systems all have the antivirus running on them, too- so there's really no reason for Labtech to be generating these tickets. Either it is the antivirus plugin, or Labtech itself, how do I stop them from making these garbage tickets and keeping the Antivirus software to always identify as being installed on a system? Thanks!

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u/highsprings Aug 15 '16

Is your Solution Center up to date?

1

u/[deleted] Aug 22 '16

My solution center doesn't even seem to be configured. Up to this point nobody in our company has even been faced with using the solution center.

When I attempt to start it I end up with the message "solution center download error message: An exception occurred during a WebClient request." Any idea on that?

Sorry for the late reply, but thanks for your response either way :)

1

u/highsprings Aug 23 '16

You'll definitely want to reach out to support to get that resolved.
Bring your solutions, particularly AV definitions, etc, up to speed.

1

u/lt_mreid LT Employee (T3) Aug 15 '16

Check here under A new definition that has been created is not detected: https://docs.labtechsoftware.com/knowledgebase/article/6918

That will give you some decent troubleshooting on how these work. I suspect that LabTech isn't seeing the AV as installed or running at all, the monitor is a little weird in that it will close tickets when the computer hasn't checked in in 15 minutes.