Applies To: WatchGuard Advanced EPDR, WatchGuard EPDR, WatchGuard EPP
A WatchGuard Endpoint Security product can sometimes have issues with the antivirus protection it provides. This topic describes the issues that might occur and how you can fix them.
Before you try the fixes in this topic, make sure that you install any operating system updates that are available for your computer.
Incorrect Installation or Upgrade
If your WatchGuard Endpoint Security product did not install or upgrade correctly, you might see error messages related to the antivirus feature.
To resolve installation or upgrade errors:
- Uninstall the WatchGuard endpoint agent and Endpoint Security protection. For more information, go to Uninstall the Endpoint Software.
- Reinstall the WatchGuard endpoint agent. For more information, go to Download the WatchGuard Agent Installer.
For more information about installation and upgrade error messages, go to WatchGuard Agent – Installation and Upgrade Error Messages.
Errors in the Management UI
To check for installation errors in the WatchGuard Endpoint Security management UI, if under Status > Unprotected Workstations > Group you see an error, point to the 
icon to see a description of the error.
If you see this type of installation error, you can try to force communication between the endpoint agent and the management UI. From the endpoint computer, use the PSInfo Force Sync tool to refresh endpoint agent communication with the endpoint security product.
If the issue still occurs, uninstall the endpoint agent and install it again.
Scan Errors
If you see an antivirus scan error message, make sure you have the latest version of your WatchGuard Endpoint Security product. If you still see an error message, collect this information to help with a Support case:
- Take a screenshot of the error message code, if possible.
- Try to determine whether the error message occurs randomly or has a pattern.
- Try to determine whether the error message repeatedly occurs in the same file or folder. If the error occurs for a temporary file, delete the file.
If you determine the issue occurs randomly, you can run these tools to try to correct the issue:
- Disk Defragmenter tool (Windows)
- CHKDSK tool (Windows)
- ScanDisk tool (Windows)
- PSInfo tool to provide diagnostic logs
PSANHost.exe Crash
PSANHost.exe is the Endpoint Security antivirus process that runs on the computer. If PSANHost.exe crashes, it affects the antivirus protection. When this occurs, collect this information and send it to Support:
- A screenshot of the error
- A PSErrorTrace Tool report
- A memory dump
- PSInfo tool to provide diagnostic logs
Before you contact Support, enable Support Access to your WatchGuard Cloud account.