Why Is Patch Data Missing After Running an Internal Scan?
Learn why certain patch data may be missing post internal scan and how to troubleshoot and resolve the issue effectively.
Written by Liam Downward
Updated at November 27th, 2024
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Table of Contents
Issue
After initiating an internal scan, patch data does not appear in the Patch Manager, leaving users unclear on which patches are required for the customer’s environment.
Resolution Steps
1. Verify Scan Completion
- Ensure that the internal scan has fully completed. Incomplete scans may not populate the necessary data in the Patch Manager.
- To confirm scan completion:
- Navigate to the Scan History section in the admin portal.
- Verify that the scan status is marked as "Completed" and not "In Progress" or “Failed.”
2. Understand Scan Types
- The Internal Scan collects vulnerability and patching data for devices within the customer’s network.
- If patch data is not showing after the internal scan:
- Confirm that the scan covered all relevant devices.
- Ensure that the scanning agent is active and properly communicating with the system.
3. Check Patch Manager
- After the scan completes, verify the Patch Manager to see if patch data is now available:
- Navigate to Patch Manager in the admin portal.
- Look for newly populated data under the relevant device or machine.
4. Troubleshooting Missing Data
If patch data is still unavailable after the scan has completed:
- Restart the Agent Service: On the device hosting the scanning agent, restart the agent service to ensure proper functionality.
-
Run a Full Vulnerability Scan:
- Run a comprehensive vulnerability scan to gather additional information.
- This scan may identify missing patches and update the Patch Manager accordingly.
- Network or Agent Issues: Check for any network disruptions or agent communication failures that might have prevented the internal scan from gathering data.
Additional Notes
- Allow time for scan results to sync with the Patch Manager after the scan completes.
- For environments with many devices, ensure that the scan covers all endpoints where patch data is needed.
Next Steps
If patch data is still not appearing after following the steps above, please contact support with:
- The name of the scan you initiated.
- Details of the devices involved.
- Any screenshots or logs indicating issues with the scan.
By ensuring scans are fully completed and agents are functioning correctly, patch data will populate in the Patch Manager as expected.