Some OfficeScan clients show symbol in the system tray indicating that they have not updated for a while. You may also notice that the OfficeScan clients appear offline or do not appear in the OfficeScan console. There are also instances when the clients will appear and then disappear later.
This issue has been observed on clients that were deployed using disk imaging. If the imaging procedure was not followed correctly, it is likely that the clients will have duplicate Globally Unique Identifier (GUID).
An indication that this duplicate client GUID exists is when there is a CHKGUID.LOG file under the ..\PCCSRV\LOG folder in the OfficeScan server. This log file contains the list of clients having the duplicate GUIDs.
Another way to confirm is by checking the registry on the OfficeScan client machines to see if they have the same GUID.
The key is found under:
- For a 32-bit machine:
- For a 64-bit machine:
To resolve this issue, do the following:
- For OfficeScan 10.6, log in to the OfficeScan web console and go to Networked Computers > Connection Verification and click Verify Now.
- For OfficeScan 11.0/XG, log in to the OfficeScan web console and go to Agents > Connection Verification.
This automatically notifies the clients to generate a new GUID. This process will read the CHKGUID.LOG to check for duplicates. The server will then notify the clients to change the GUID and then re-register to the server.