What should I do if the system reports that no MetaDefender Endpoint is installed on a device?
This article applies to the current MetaDefender IT Access Console, the current MetaDefender IT Access API, and all MetaDefender Endpoint releases deployed on Windows, macOS, Linux, Android and iOS systems.
Should MetaDefender IT Access report that there is no MetaDefender Endpoint installed on a device, the first step is to double check whether this is, in fact, the case.
On Windows devices
- Open the Windows Start menu.
- Search for MetaDefender Endpoint.
On macOS devices
- Go to Finder>Applications.
- Search the list for OPSWAT Gears.
On Linux devices
- Click the Show Applications icon.
- Search for MetaDefender Endpoint.
On Android/iOS devices
- Search for the OPSWAT app.
All devices
If the device does not have the MetaDefender Endpoint installed:
- Return to the associated Remediation Page at MetaDefender IT Access Console>Inventory>Devices>Relevant Device>View Remediation Page.
- Click the Download button to download the MetaDefender Endpoint installer package.
- Install the MetaDefender Endpoint.
Once you’ve installed the MetaDefender Endpoint on the device, should MetaDefender IT Access still report that no MetaDefender Endpoint is installed, one of the following solutions should apply.
| Case | Solution |
|---|---|
| You are on a mobile device |
|
| The device has not enabled loopback for the application you are using to authenticate |
Paste this link into the browser, https://eapi.opswatgears.com:<port>/opswat/devinfo?count=10&callback=myCallback but replace <port> with a port configured on your account. For example: https://eapi.opswatgears.com:11369/opswat/devinfo?count=10&callback=myCallback Ask your administrators for the port number.
CheckNetIsolation LoopbackExempt -a -n=”<App Container or Package Family>” For example: Microsoft Edge: CheckNetIsolation LoopbackExempt -a -n=“Microsoft.Microsoftedge_8wekyb3d8bbwe Microsoft” Microsoft Work/School Account Windows App: CheckNetIsolation LoopbackExempt -a -n=microsoft.aad.brokerplugin_cw5n1h2txyewy Note: to unexempt, run the following command: CheckNetIsolation LoopbackExempt -d -n=“<App Container or Package Family>” For example: Microsoft Edge: CheckNetIsolation LoopbackExempt -d -n=“Microsoft.Microsoftedge_8wekyb3d8bbwe Microsoft”Microsoft Work/School Account Windows App: CheckNetIsolation LoopbackExempt -d -n=microsoft.aad.brokerplugin_cw5n1h2txyewy |
| MetaDefender Endpoint is reporting to a different account |
|
| The MetaDefender Endpoint does not support |
|
| The MetaDefender Endpoint couldn’t connect to the MetaDefender IT Access Cloud | Read This for detailed instructions on how to allowlist MetaDefender IT Access addresses. |
| The device is leveraging a proxy service for network traffic | Add an exception for the MetaDefender IT Access eapi.opswatgears.com to ensure that traffic to the MetaDefender Endpoint doesn’t go via the proxy.
|
| DNS service cannot resolve the MetaDefender Endpoint domain |
|
| The MetaDefender Endpoint has not fully upgraded |
|
| There is a cookie and cache issue | Clean out your browser’s Cookies and Cache by following This Guide. |
| MetaDefender Endpoint services are not running |
|
| None of the above |
|
If you have followed the instructions above but Your System Is Still Reporting That No MetaDefender Endpoint Is Installed On A Device, please open a Support Case with the OPSWAT team via phone, online chat or form, or feel free to ask the community on our OPSWAT Expert Forum.