While using a Hybrid SEPM, devices were deleted from ICDm console unexpectedly

Products

• Endpoint Security Complete

Issue/Introduction

While using a Hybrid SEPM, devices were deleted from ICDm console unexpectedly

Environment

Cloud enrolled SEPM (Hybrid model)
ICDm / SES Cloud console

Cause

Machines with the SEP client installed that have previously been managed by a On Premise SEPM manager, and later manually uninstalled or removed with Add or Remove programs / CleanWipe. And then later reinstalled with a SES Cloud agent to move them to cloud, must be deleted from the Hybrid SEPM to avoid having these machines report as "offline".  Leaving these machines marked as "offline" in the Hybrid SEPM will cause them to be deleted per the automatic purge threshold configured.  When this happens, the machines will be deleted from the SEPM database as well as from the ICDM cloud console.  

Resolution

After successful migration, delete the machine from the Hybrid SEPM (to avoid it showing "offline" during the automatic SEPM manager purge threshold) and/or use the ICDm cloud console migration option called: "Switch to Cloud Managed" to avoid this issue. 

NOTE: When using the "Switch to Cloud Managed", this will bypass any future SEPM manager automatic purge cycle.