Most of our PCs have disappeared from our Prey Devices page

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#1

Let us help you. Please tell us about…

  • Affected device (desktop, laptop, tablet, phone): About 190 PCs (mostly laptops, a few desktops)
  • Operating system (Windows, MacOS, Android, iOS, Ubuntu, Fedora): Mix of Windows 7 and Windows 10
  • Part of Prey not working (Prey account, mobile app, a specific action or module, reports): The Devices module is only showing a very small portion of the devices we’ve installed Prey on

Could you please describe the problem?

We just noticed this today - of the 194 PCs we have registered in Prey, only 5 are showing up in the Device list right now. We’ve checked the filesystem on a few of the “absent” machines, and the C:\Windows\Prey folders are still there. Their log files include messages like:
error Fri, 04 May 2018 18:03:57 GMT [network] Connection error: Error: socket hang up
error Fri, 04 May 2018 18:04:12 GMT [network] Connection error: Error: socket hang up
error Fri, 04 May 2018 18:22:32 GMT [network] Connection error: Error: socket hang up

 info Fri, 04 May 2018 18:50:48 GMT [reports] Report gathered: stolen
 info Fri, 04 May 2018 18:50:48 GMT [reports] Gathering status report.
 error Fri, 04 May 2018 18:50:48 GMT [reports] Unable to get active_access_point: No active access point(s) found.
 info Fri, 04 May 2018 18:50:48 GMT [reports] Report gathered: status
 info Fri, 04 May 2018 18:50:48 GMT [control-panel] Posting report
 info Fri, 04 May 2018 18:50:48 GMT [control-panel] Got 200 response: Report saved.

error Wed, 02 May 2018 15:45:06 GMT Error: Invalid response received with status code 500
error Wed, 02 May 2018 15:45:09 GMT Error: Invalid response received with status code 500
error Wed, 02 May 2018 15:45:09 GMT Error: Invalid response received with status code 500
error Wed, 02 May 2018 15:45:09 GMT Error: Invalid response received with status code 500
error Wed, 02 May 2018 19:03:22 GMT Error: Invalid response received with status code 502

These three example PCs are here in the office and have no issue connecting to the internet. We’d prefer not to manually re-install on all 190 machines… is there anything we can try?

Thanks!

And finally, please attach a screenshot if available (you can drag and drop images)

2018-05-04 14_43_13-Window.png1878×580 195 KB

#2

Hi there,

Could you please contact us from your Prey account? The contact link will put you in our priority email support queue. It’s not necessary that you tell us again about the issue, a link to this thread will do. I just need to know your Prey email address to fix this, and I’m not going to ask you for it in a public forum :slight_smile:

For now please don’t worry. No data’s been lost. We just need to flush your account’s cache.

Thanks!!

#3

I’ve sent a support request right from my Prey portal. Thanks!

#4

And it looks like everything’s showing up again. We appreciate the quick response!

1 Like
#7

If I may add this here: I am seeing this a lot in my log: GMT Error: Invalid response received with status code 502. Prey 1.8.3 on Linux. However, no functionality seems to be broken.

#8

Thanks for reporting, though this is unrelated to the original issue.

#9