Duplicate managed product entries shown for a single system

Technical Articles ID: KB93129
Last Modified: 2024-03-21 11:35:46 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 plugins with a previous version aren't removed from the registry plugins.

One reason this issue may occur is when the endpoint reports duplicate point product plugins to ePO. Rebooting the endpoint in question can often correct this plugin reporting issue.

Solution

To resolve this issue, do the following:

Reboot the problem system. This action removes the old plugin 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 plugin. Plugins 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 plugin 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 example above, 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

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Problem

Cause

Solution

Affected Products

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