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How to resolve an incorrect reporting of 'policy not updated' for Norman Endpoint Manager

Instructions


If the Endpoint Manager server (top level or mid level) is reported as 'not updated' in the Endpoint Manager Console even if it is 100% up to date, there may be a bug in a previous version of the Endpoint Manager database causing a value to be unintentionally cleared or deleted.

To resolve the issue, please follow the steps below:
  1. Open a command prompt on the n the Endpoint Manager Server (run as Administrator)
  2. Give the command "cd\program files\norman\noc\bin"
  3. Followed by the command "noc_enable /dump".

    If the Endpoint Manager entry is lost, you will see something like this

    Norman Endpoint Manager Enabler v. 2.0.0.2
    E9AE2A8SDADLKJLADBBBA252B36848A494A6A0D9F4A5
    nem=
    Operation successful!


    If the Endpoint Manager entry is correct, you will see something like this

    Norman Endpoint Manager Enabler v. 2.0.0.2
    E9AE2A8SDADLKJLADBBBA252B36848A494A6A0D9F4A5
    nem=SERVER01
    Operation successful!


    If the Endpoint Manager entry is correct, the problem is not caused by the database bug and you should contact support for additional troubleshooting support.

    If the entry is missing please continue with the steps below.
  4. Copy the file noc_enable.exe from c:\program files\norman\noc\bin on your Endpoint Manager server to c:\program files\norman\temp on a managed Endpoint Protection Client
  5. Open a command prompt on the client (run as Administrator)
  6. Give the command "cd\program files\norman\temp"
  7.  Give the command "noc_enable /dump". You should now see the name or the IP of the Endpoint Manager the client is reporting to:
    Norman Endpoint Manager Enabler v. 2.0.0.2
    E9AE2A8SDADLKJLADBBBA252B36848A494A6A0D9F4A5
    nem=SERVER01
    Operation successful!

To insert the cleared NEM entry to the database please follow the steps below:

  1. Open a command prompt (run as Administrator) on the Endpoint Manager server
  2. Give the command "cd\program files\norman\noc\bin"
  3. Continue by giving the command "noc_enable /setnem SERVERNAME/IPADRESS", fe.g. "noc_enable /setnem SERVER01"
    Note: SERVERNAME/IPADRESS must be the name or IP address of your endpoint manager server as deducted in the previous step
  4. Open the Windows Service Control Manager and restart the Service "Norman Njeeves"
  5. Restart the Norman Endpoint Manager console to verify that your Endpoint Manager is reported as up to date 
    Note: The bug causing this problem has been fixed, so the problem should not occur after completing the steps above. 

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