Duplicate managed product entries shown for a single system

Technical Articles ID: KB93129
Last Modified: 2023-08-07 07:29:40 Etc/GMT

Environment

ePolicy Orchestrator (ePO) 5.10.x, 5.9.x

Summary

This article applies only when the following conditions are true:

A system shows multiple entries for a single system.
When you select only one entry, the duplicate entries are selected automatically.

Problem

Duplicate managed product entries display for a single system in the ePO console:

Example that shows a duplicate system name and IP address:

System Name	Managed State	Tags	IP address	User Name	Last Communication	Product Version (Endpoint Security Threat Prevention)	Product Version (Endpoint Security Threat Intelligence)
RGCTEST	Managed	Server	10.10.10.2	N/A	7/20/20 5:21:20 AM EDT	10.5.4.4240	10.5.4.4209
RGCTEST	Managed	Server	10.10.10.2	N/A	7/20/20 5:21:20 AM EDT	10.5.4.4240	10.7.0.1740
RGCTEST	Managed	Server	10.10.10.2	N/A	7/20/20 5:21:20 AM EDT	10.7.0.1564	10.5.4.4209
RGCTEST	Managed	Server	10.10.10.2	N/A	7/20/20 5:21:20 AM EDT	10.7.0.1564	10.7.0.1740

Cause

The managed product is upgraded, but old plug-ins with a previous version aren't removed from the registry plug-ins.

This issue occurs when the ePO server isn't restarted for a long time and after managed products are upgraded. Old plug-ins are left in the registry under Application Plugins.

Solution

To resolve this issue, do the following:

Reboot the problem system. This action removes the old plug-in details from the registry.

NOTE: Continue to step 2 only if the step above doesn't resolve the issue.
Access the registry and delete the old plug-in. Plug-ins are located under the following location:
CAUTION: This article contains information about opening or modifying the registry.
- The following information is intended for System Administrators. Registry modifications are irreversible and could cause system failure if done incorrectly.
- Before proceeding, Technical Support strongly recommends that you back up your registry and understand the restore process. For more information, see the Microsoft Windows registry information for advanced users article.
- Do not run a REG file that is not confirmed to be a genuine registry import file.
HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Network Associates\ePolicy Orchestrator\Application Plugins\

Using ENS Threat Prevention (ENS-TP) as an example, the ENS-TP plug-in below shows two entries:
- ENDP_AM_1050
- ENDP_AM_1060

The two entries above lead to the two entries being visible in the system tree.

Delete the older version. In the above example, it's ENDP_AM_1050.
To verify that the issue is resolved, perform a collect and send properties action.

Affected Products

ePolicy Orchestrator 5.10.x

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Duplicate managed product entries shown for a single system

Environment

Summary

Problem

Cause

Solution

Affected Products

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Knowledge Center

Duplicate managed product entries shown for a single system

Environment

Summary

Problem

Cause

Solution

Affected Products

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