Issue
The software status shown on the Software page does not match what a device reports on its own Details page. For example, a device's Details page lists a newer version of a title as available, while the Software page still shows that title under Updated (or reports zero Impacted devices) — so the title cannot be selected for bulk Patch Now.
Environment
- Automox (current agent release)
- Windows; applies to first- and third-party software titles
How "Impacted" and "Updated" are counted
- Impacted counts devices that have an available (not-yet-installed) patch for a title.
- Updated counts devices where the patch is already installed.
- The number in each column is a clickable link that lists the specific devices.
Automox typically offers only the latest supported version of each third-party title, so "available" means the latest supported version is newer than the version a device reports installed. A title can therefore be genuinely impacted at the device level while the Software page has not yet caught up.
Why the two views can disagree
- The Software page is lagging behind recent scans. The aggregate Software page can take time to reflect the most recent scan results. The device's own Details page (Software list at the bottom) is authoritative and updates immediately when a scan completes.
- The device has not completed a scan since the newer version became available.
- The software is set to Ignored, which excludes it from the impacted/outstanding count on the Software page.
- Agent data has not refreshed, or the device was offline.
Resolution
- Open the affected device's Details page and review the Software list at the bottom — this reflects the device's current, post-scan state.
- Compare it to the Software page. If the update shows available on the device but the Software page still lists the title under Updated (or shows zero Impacted), run a fresh Scan and allow time for the Software page to aggregate.
- Verify the title is not set to Ignored.
- Check the Activity Log for the result of any Patch Now attempt. An update may not show as installed after Patch Now because the device has not completed a post-patch scan, the patch failed (details appear in the Activity Log), or the device was offline when Patch Now ran.
- If the device Details show the update available, a scan has completed, the agent is healthy, and the Activity Log shows no failure — but the Software page still will not list the title as Impacted — contact Automox Support with a sample device name/ID. This may indicate a Software-page display issue that requires investigation.