Upgrading and Migrating Clients to Capture Client 3.6

On May 18th 2021, SonicWall released Capture Client 3.6 to all customers. As part of this release, customers who had been using either Capture Client 3.1 or Capture Client 3.5 had their tenant data migrated over to Capture Client 3.6 environment. Details of how this migration happened is available in this KB article.

In addition to migrating data, SonicWall also released Capture Client 3.6.24 for Windows, macOS and Linux and made it available as a General Release and a Latest Release to both the Capture Client 3.5 and Capture Client 3.1 customers. This article explains what actions customers may need to take to upgrade their clients to Capture Client 3.6.24 and be able to manage them via the new Capture Client 3.6 management console. 

The actions required for an actual upgrade and migration of clients depends on the type of version configured in the Client policy as of May 17th 2021. For more information on the types of versions, please review this KB article

Endpoints with SonicWall-Managed versions

Windows and macOS endpoints that had Client policies enforced with SonicWall-Managed versions would have been automatically upgraded to Capture Client 3.6.24 and migrated over to the Capture Client 3.6 management console for management and operations.

Endpoints with Self-Managed versions

Windows and macOS endpoints that had Client policies enforced with Self-Managed versions would require the administrator to take action to upgrade and migrate their clients. There are 3 methods of doing this:

• Method 1: Upgrade using SonicWall-Managed Policies (Recommended)
  1. Login to the Capture Client 3.1 or 3.5 management console
  2. Edit Capture Client policies to use the SonicWall-Managed Latest Release 3.6.x version
  3. (Optional) After the upgrade and migration, login to the Capture Client 3.6 console and switch back to Self-managed versions if preferred
• Method 2: Upgrade using Self-Managed Policies
  1. Login to the Capture Client 3.1 or 3.5 management console
  2. Configure Capture Client policies to use the Self-Managed Latest Release 3.6.24 version
• Method 3: Manually install the clients 
  1. Login to the Capture Client 3.6 management console
  2. Download and Install Capture Client 3.6.x on endpoints (manually or using preferred RMM/deployment tools).

Please note - SonicWall only support macOS endpoints running 10.15.4 (Catalina) or higher. Any macOS endpoints running a version older than 10.15.4 is not supported and hence cannot be migrated until the OS is upgraded to a supported version. It is important to note that a migration should not be attempted without upgrading to a supported version as it may result in a system crash. 

Frequently Asked Questions

1. My endpoints upgraded to 3.6.24 but now I see duplicate entries in the new console - with the old and new versions. What should I do?

• In some cases, the upgrade of the client would result in it registering with a new Device ID as a duplicate entry. 
• For tenants that do not have any endpoints in Static Device groups,  SonicWall implemented a fix to automatically decommission and delete these duplicate entries 
• For tenants that do have endpoints Static Device groups, please follow these steps
  1. Review and take a screenshot of the device assignments in your Static Device Groups.
  2. Follow this KB article to decommission and delete all duplicate Offline entry. 
  3. Once complete and all endpoints have come back online, review the device assignments in the Static Device Groups and restore any missing entries. 
  4. Note - no action is required for policies assigned to groups.

2. My endpoints upgraded to 3.6.24 but they came up as Unlicensed on the client, and are shown as Offline on the management console but with the older version. What should I do?

• In cases where duplicate entries were created, if the tenant did not have enough licenses available to accommodate the new clients, clients would not receive a licenses and they would become unlicensed.
• The resolution for this is the removal of the duplicate entries, as in #1.

3. My policies are configure to upgrade my endpoints to Capture Client 3.6.24 but they still havent upgraded. What should I do?

• In certain cases, it may be required to either logout and login or even reboot the endpoint to trigger the upgrade.
• Alternatively, from the Capture Client 3.1/3.5 console, you may choose to perform an Upgrade Client action from the Devices list .

4. My endpoints upgraded to Capture Client 3.6.24 but they did not upgrade to the latest SentinelOne version. What should I do?

• Endpoints that are configured with Self-Managed version for the SentinelOne agent (Threat Protection policy in Capture Client 3.1 or Client policy in Capture Client 3.5) will not be auto-upgraded to the latest version.
• To resolve this, once your client is online and visible in the Capture Client 3.6 console, configure your Client Policy to use the appropriate SentinelOne version that you would like deploy to your endpoints. We always recommend configuring your policies to SonicWall-Managed versions to stay ahead of all threats. 

5. My Linux endpoints did not upgrade to Capture Client 3.6.24 or the latest SentinelOne version. What should I do?

• There is a known limitation with Capture Cient for Linux and we recommend that you follow this KB article to install the latest version on your Linux endpoints. Dont forget to use the LInux installer from the Capture Client 3.6 console for the reinstall. 

6. After upgraindg and migrating my client, the SentinelOne agent is showing up as "Offine" in the console, or as "Installing" on the client UI?

• This may be indicative of an anomalous upgrade failure of the SentinelOne agent. Please reach out to SonicWall support for access to the SonicWall Cleaner Utility and the SentinelOne Removal Tool to fully remove and reinstall the client.