Thanks for the update @SarahK. I tried SierraWeb at the beginning but I should revisit it. I was afraid that Innovative was not talking to itself. It could very well be separate issues unrelated to Innovative. I emailed Martha Sanders when it first started and she was award of your issue.
We are still being asked by support to roll back Windows updates. I don’t think that is the issue and I don’t know if I can convivence campus IT to do it.
We just had one of our libraries get printing working again. In their case the anti-virus software in use was blocking some part of the print job (sorry for the vagueness here) and they had to add in an exception to allow for printing to function fully with Sierra.
Interesting. Our institution uses SentinelOne.
I’ve been trying to get more detail from the library, the work was done by their town IT department who I don’t have direct contact with. I believe they are also using SentinelOne however.
We just got this suggestion from support on Friday. We had looked at the AV logs earlier but didn’t see any signs that anything was being blocked so kept looking elsewhere.
We added one exception on Friday but things seemed to still be a problem on Saturday. We’ve tried going a step further today and are still testing to see if this fixes the printing issue for us. Fingers crossed!
Thanks for reporting your progress!
So it’s not a ton but here’s what the town IT had to say regarding what was done with SentinelOne
I worked with our MSP and they were able to make an exception in Sentinel One, in regards to Java, note not for all of java because that could cause a security issue, but I think the exception was just for iisrunner.exe.
We had our IT create a SentinelOne Inoperability-extended level exclusion for C:\Sierra Desktop App* and we are tentatively optimistic that it is working. This has been an inconsistent issue, so we want to monitor for a few days to be sure.
We noticed that SentinelOne had an update around 11/26 to version 24.1.277 when our issues began.
We’ve added the folder path exclusion as well and so far today, it seems to be solving the issue. Once we are confident that this is the fix, we’re going to explore moving the exclusions to file hashes for the specific exe’s within the SDA folder so that we’re not relaxing security so much…but first we want to see things working for a day or two.