Imperva Cyber Community

Hi Team,

With the migration of old support portal, we are no longer able to manually check the software version compatibility for agents.

Earlier we used to export the notification file from Software Tab in Imperva DAM web console and upload in software updates option under profile in old portal. This option is no longer available in new support portal.


Best Regards,
Jothiram

#DatabaseActivityMonitoring
#ImpervaAgent

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JothiRam
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Hi,

I have not checked it yet, but you can try this one:

https://docs-cybersec.thalesgroup.com/bundle/v4.19-sonar-admin-guide/page/86142.htm

Perhaps you can find this option there.

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Karol Gruszczynski
IT Security Expert
Trafford IT Sp. z o.o.
Warszawa
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Thanks for your input Karol, but this link is not relevant

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JothiRam
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Original Message:
Sent: 06-25-2025 07:18
From: Karol Gruszczynski
Subject: Offline software update for agents

Hi,

I have not checked it yet, but you can try this one:

https://docs-cybersec.thalesgroup.com/bundle/v4.19-sonar-admin-guide/page/86142.htm

Perhaps you can find this option there.

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Karol Gruszczynski
IT Security Expert
Trafford IT Sp. z o.o.
Warszawa
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We have the same issue and Imperva support is supposed to be working on a resolution. It's been around 6 weeks since we opened the case with support

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Joe Cavolo
PNC Bank, National Association
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same issue here,  Support is yet to resolve this and case has been raised a month ago

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JothiRam
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Original Message:
Sent: 06-25-2025 07:22
From: Joe Cavolo
Subject: Offline software update for agents

We have the same issue and Imperva support is supposed to be working on a resolution. It's been around 6 weeks since we opened the case with support

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Joe Cavolo
PNC Bank, National Association
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Hi Jothiram,

Thanks for raising this. Let me check on this internally and see if I can find out more on this.
In the meantime, if you haven't already, I recommend that you escalate your cases within the portal.

Thanks,

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Sarah Lamont
Digital Community Manager
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Hi folks,

I got some feedback from the team working on the support portal integration. This is a known issue and they are working on it.

In the meantime, the team has implemented a workaround - it has been tested and is currently documented.  Process is:  Customer opens a case reporting the issue - the Support engineer that owns the case will offer the option of manual Synchronization. 

Attached is the article that explains the Manual Synchronization.

I know this isn't a full resolution for you, but I hope it helps in the meantime. I will update this thread when it has been resolved.

Thanks,

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Sarah Lamont
Digital Community Manager
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Hi JothiRam,

Did you try to enable "Working in online mode" and other associated settings on the MX console?

https://docs-cybersec.thalesgroup.com/bundle/v14.19-dam-administration-guide/page/66786.htm

Regards,

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SBISOC 4430
Manager
Mumbai
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