FAQ - Quick Heal Admin Console

What is Admin Console?
Admin Console protects your organization's computers from Viruses, Trojans, Worms, Backdoors, Hackers, other malwares e.g. Spywares, Riskwares and Pornwares etc. It is Web Based Management Console which provides following features:

  1. Manage clients installed on networked computers.
  2. Group clients into logical domains for simultaneous configuration and management.
  3. Coordinates automatic deployment of Antivirus Security Policies, Signature Pattern Updates, and Software Updates on every client and server.
  4. Provides latest information of all clients and keeps comprehensive logs about virus incidents, policies and updates at central location.
How Quick Heal Admin Console works?
Quick Heal Admin Console encompasses two main modules

  1. Agent Server (Runs on Server where Quick Heal Admin Console is installed)
  2. Client Agent (Runs on Workstation)
    • Default Port of Agent Server: 5039 (Administrator can change this default port)
    • Default Port of Client Agent: 62110 (If this port is used by any other application, then Client Agent configures itself to some other port which is free. (E.g. 62111, 62112 etc.)
What is Agent Server?
Agent Server is a service running on Admin Consol Server system. It pushes Client Settings, Scan Now and Update Now requests to all the clients initiated by the Administrator. And it also helps to provide latest information of all clients and keeps comprehensive logs about virus incidents, policies and updates at central location.
What is Client Agent?
Client Agent is a service running on every Admin Console Client system. It communicates with the Agent Server and performs various tasks initiated from the Admin Server by your Administrator. E.g. – Scan Now, Update Now etc. It also sends Virus Logs to the Admin Server when an infection is found and Status Information if it is changed.
What do you mean by Update Manager?
Update Manager is a centrally deployed tool that can be configured to download all the updates from our dedicated update server. It constantly monitors for new updates of Quick Heal and automatically downloads them as and when there is a new update available. It pushes the latest downloaded updates to all the clients automatically.
What are the ways to deploy clients of Quick Heal Admin Console in the network?
Quick Heal Client can be deployed using various different methods as listed below:

  1. Notify Install
  2. Installing using Internal Web Page
  3. Remote Install
  4. Login Script Setup
  5. Installing Using Client Packager
Why Quick Heal is not getting installed though Client Agent is installed successfully?
Cause:
  1. This problem can occur if Client Agent is not able to download the build from Admin Console Site as Admin Console Site is not accessible from the remote system. This problem mostly occurs in case of domain based network and improper DNS configuration.
  2. URL or port is blocked in Firewall.
  3. Insufficient free disk space on remote system.
  4. Agent Server service is not started on the Admin Console Server.
  5. This may happen in case internet connection is configured using Proxy Server.
  6. If incorrect subnet mask is configured on the remote system.
Resolution:

At first, check the System on which Admin Console Server is installed is getting 'ping' from remote system. Give the ping command as follows:

(If Admin Console site has been configured on IP Address)
ping < IP address of Admin Server>
E.g. ping 192.168.100.34

(If Admin Console site has been configured on Domain Name)
ping < domain name of Admin Server >
E.g. ping quickheal.admin.com

As in case of Domain based network, if the Admin Console Site is configured on Domain Name and DNS is not properly configured then remote system will not be able to ping the Admin Server system. To solve this problem, Administrator needs to configure proper DNS settings on the remote system.

We recommend you to configure Admin Site on the IP Address rather to configure it on the domain name.

Secondly, check Installer logs by going in Client Reports and clicking on View Installer logs . This will also give you clear information about why Quick Heal is not getting installed on the remote system.

If any Firewall is running then check if the URL or Port through which the build is getting downloaded is blocked.

Make sufficient disk space on the Remote System to download and install AntiVirus if installer log shows installation failed due to insufficient disk space.

Verify if the Agent Server Service is started on Admin Console Server.

  1. Click on Start -> Run.
  2. Type Services.msc.
  3. Click on Ok.
  4. In Services check the Agent Server Service status is Started.

If Internet Connection is configured using Proxy Server, it may not be able to resolve the name or IP of the Admin Console Server. In this case bypass the Proxy Settings for the Admin Console Site.

Subnet Mask of the Remote System should be as per the IP class assigned to the Admin Console Server system.

Why Admin Console site shows Quick Heal Client Offline though Client Agent is installed successfully?
Cause:

This problem occurs when Client Agent is not able to connect to Agent Server OR Agent Server is not able to connect to Client Agent

Resolution:

First check, if both the systems i.e. Admin Console Server and Remote System are able to communicate with each other on the configured port. To check this follow the below given steps

Verify if the Agent Server Service is started on Admin Console Server.

  1. Click on Start -> Run.
  2. Type Services.msc.
  3. Click on Ok.
  4. In Services check the Agent Server Service status is Started.

Verify if the Client Agent Service is started on Remote System.

  1. Click on Start -> Run.
  2. Type Services.msc.
  3. Click on Ok.
  4. In Services check the Client Agent Service status is Started.

Telnet < IP Address of Admin Console Server > < Agent Server Port >

Suppose IP address of Admin Server is 192.168.100.34 and 5036 is the port on which Agent Server is listening. Then execute the following command on remote system.

E.g. Telnet 192.168.100.34 5036

If you receive any response from Agent Server, then check whether Agent Server is able to communicate with Client Agent.

Telnet < IP address of Remote System > < Client Agent Port >

Suppose IP address of the remote system is 192.168.100.66 and 62107 is the port on which Client Agent is listening. Then execute the following command on Admin Server.

E.g. Telnet 192.168.100.66 62107

Please check if any Firewall service is installed on the system, If YES then that firewall can block the communication between Agent Server and Client Agent.

Why Admin Console site does not get open if proxy is configured in the Internet Explorer, but if we remove the proxy settings from Internet Explorer then it gets open?
Cause:

When proxy setting has been configured in Internet Explorer then it tries to resolve the Admin Console Site via Proxy Server and if Proxy Server is not able to resolve it then site does not get open.

Resolution:

In such case, check Proxy Server configuration of remote system. Proxy Server should be able to resolve the IP address or domain name on which Admin Console Site is configured. Or follow the below given steps to bypass Proxy Server while opening Admin Console Site:

  1. Open Internet Explorer.
  2. Go to Tools > Internet Options > Connection Tab > Click on LAN Settings.
  3. Click on Advance Button.
  4. In the Exceptions section type the address of Admin Console Web Site along with Port number.
  5. Click on Ok.
Why Update Manager is not getting updated while the Clients of Admin Console can be updated?
Cause:
  1. Firewall is blocking the Update Manager Application.
  2. Firewall is blocking the Quick Heal URL.
  3. Firewall is blocking the extensions like .bin or .dat.
  4. Update Manager Connection is configured through Proxy Server.
Resolution:
  1. Check Firewall settings and allow Update Manager , Quick Heal URL and extensions like .bin or .dat if they are blocked.
  2. Clear the cache of the Proxy Server
What can be the reasons if Internet Explorer is not able to open the Quick Heal Admin Console Site?
Cause:
  1. Web Server Service is not running.
  2. Admin Console Site or its port is blocked by firewall.
  3. Request is going through Proxy Server but the Proxy Server is not able to resolve.
Resolution:

This problem mostly caused if the Web Server Service is not running.

If Admin Console Server is configured using IIS Server then check the IIS Admin Service is running. And also check whether Admin Console Web Site is running in IIS .

If Admin Console Server is configured using Apache HTTP Server then check the Apache Service is running.

  1. Click on Start > Run.
  2. Type Services.msc.
  3. Click on Ok.
  4. In Services check the Apache2 Service status is Started.

Secondly, there can be a UTM (Unified Threat Management) device in the network, which may block the port. If it is, then open the port of the Admin Console Server.

How to upgrade Quick Heal Admin Console?
Please go through the instructions to upgrade existing Quick Heal Admin Console