Console module reports as "Unknown" after upgrade
Last Modified: 2021-11-09 17:41:52 Etc/GMT
Affected Products
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Console module reports as "Unknown" after upgrade
Technical Articles ID:
KB92095
Last Modified: 2021-11-09 17:41:52 Etc/GMT Environment
Endpoint Security (ENS) Threat Prevention 10.6.1 July Update Repost (and later)
Problem
After you upgrade ENS, the installation client might encounter an issue that leads to corruption in the product's XML files. As a consequence, the local ENS console might display abnormal behavior including one of the following:
You might also observe the following errors in the Failed to load xml document, 0x00000001 Cause
During the ENS upgrade, an issue might be encountered that causes corruption of dependency XML files within ENS. This corruption can directly affect the loading of the XML files and cause dependent processes to crash.
Solution
This issue is resolved in ENS 10.6.1 December 2019 Update. Our product software, upgrades, maintenance releases, and documentation are available on the Product Downloads site.
NOTE: You need a valid Grant Number for access. See KB56057 - How to download product updates and documentation for more information about the Product Downloads site, and alternate locations for some products. WorkaroundTo restore functionality, repair the impacted modules using either of the following options.
Use the Endpoint Product Removal (EPR) tool to repair all impacted modules: EPR can call the ENS repair functionality. For instructions to run EPR at the command line using the Run the ENS The repair installation tools are silent, and must be run one after another. To determine whether a repair installation tool has completed, check the MSI task in Task Manager.
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