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How to fix knowledge or signature update errors in Adaptive Defense and Endpoint Protection products

Information applies to:

Products
Panda Adaptive DefensePanda Adaptive Defense 360
Panda Endpoint ProtectionPanda Endpoint Protection Plus

Situation

Some computers show a red shield icon in the Knowledge (Aether Platform) column or Signature update (Traditional Platform) column, indicating that there is a knowledge or signature file update error.

Aether Platform
Traditional Platform

Solution

Follow the steps below to force a signature file update and refresh the information displayed in the console:

  1. From the computer the error is displayed, download and run Panda Support Information file.
  2. Accept the license agreement.
  3. From the General tab, select your product from the drop-down menu and add the description of the issue and select the Tools tab.
  4. Double-click the Force sync tool.

  5. Click OK on the next window to launch the update process process.

  6. Verifiy that the problem is resolved. To do so, from the console, ensure the Signature update column displays a green shield and the last connection date is updated.
Data needed to report the incident

If the error persists, we need to study the issue. To do so, please follow the steps below:

  1. Run Panda Support Information again, this time, to collect all the necessary information.
  2. Type in UPDATE ISSUE NOT SOLVED in the General tab description field and click Start.
  3. At the end of the data collection process, the resulting .7z file will be generated and automatically sent to Support, unless you tick the check Do not send, save local. If you do so, then, you need to send the referred file to your local Support contact.

Alternatively, you can send the information via console. To do so, please refer to article How to report problems from the Endpoint Protection console and follow the instructions indicated.

Help nº- 20191016 50092 EN

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