Troubleshoot Signature File Updates

Applies To: WatchGuard Advanced EPDR This topic applies to the WatchGuard Advanced EPDR endpoint security product., WatchGuard EPDR This topic applies to the WatchGuard EPDR endpoint security product., WatchGuard EDR This topic applies to the WatchGuard EDR endpoint security product., WatchGuard EPP This topic applies to the WatchGuard EPP endpoint security product., WatchGuard EDR Core This topic applies to the WatchGuard EDR Core, available in the Total Security Suite license.

WatchGuard Endpoint Security products use signature files (knowledge updates) to identify threats. The WatchGuard endpoint agent downloads signature files to help identify the newest security threats. For more information, see Configure Automatic Knowledge (Signature File) Updates.

If you have a signature update issue, use these steps to try to resolve signature update issues:

• Use the PSInfo URL Checker tool to verify the product can connect to the URLs that your endpoint security product requires. For more information, see PSInfo URL Checker.

• Use the PSInfo Force Sync tool to refresh the endpoint agent communication with your endpoint security product. When the sync occurs, the tool runs tasks that refresh configurations, update signatures, and refresh policies. For more information, see PSInfo Force Sync.

If the issue persists, enable advanced logs and try to refresh the endpoint agent communication again. This creates the maximum amount of support-related information when you then use the Force Sync tool to refresh communication. You can then contact Support. You can also use the PSInfo tool to provide diagnostic logs to help Support troubleshoot your issue. For more information, go to Get Started with PSInfo.