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molinarf
Level 7

Agent is not running - user is logged off

hello all,

I recently started to monitor the DLP status on the Enterprise ePO server that I am adminstering. When I brought up the query for DLP Agent Status I am showing that over 50% of the workstations have this status:

"Agent is not running - user is logged off"

I remotely logged into one of the workstations and verified that the DLP Agent was running and it was and even the pop up showing that it operating when you first logged in appeared.

So I am stumped... Why is the agent status reporting this?

Any information would be greatly appreciated.

Thank you

Robert

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8 Replies
alexn
Level 14

Re: Agent is not running - user is logged off

Robert,

1. Usually a pending reboot on clients cause this.

2.Send an agent wakup calls to all these machines and run this query again.

Thank you.

alex

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molinarf
Level 7

Re: Agent is not running - user is logged off

Alex,

Since I can't do a wake up agent from  the DLP: Agent Status query, I went to a different query that allowed me to send an agent wakeup call.

I am waiting to see if there are any changes and will let you know.

Thank you,

Robert

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molinarf
Level 7

Re: Agent is not running - user is logged off

alex,

next day check and only a few of the workstations have changed the status. I will have to work with others to possibly

request a reboot of all systems that have the problem.

Thank you,

Robert

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alexn
Level 14

Re: Agent is not running - user is logged off

Robert,

Yes reboot will fix it. If you are ePO admin then select all your machine under system tree with a single check box at the upper bar and then at the bottom click Wake agent. Could you wakeup McAfee agents on clients in this way or if you already have don it then Reboot is required.

Thank you.

Alex.

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molinarf
Level 7

Re: Agent is not running - user is logged off

alex,

What you just suggested I tried with some a portion of the systems.  I did a Wake Agent and only a few changed status.

I will be working with the system administrators to clear this issue.

Thank you for your suggestion.

Robert

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molinarf
Level 7

Re: Agent is not running - user is logged off

Alex,

Just tried another workstation doing an agent wake-up call.

I checked off force policy update (force complete policy and task update)

I also change the number of attempts to 2 to make sure. It is now over 15 minutes

later and the system is still showing the last CLP to ePO communication was on 20

June. The McAfee agent has communicated today without issue.

Any ideas?

Thank you again,

Robert

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alexn
Level 14

Re: Agent is not running - user is logged off

can you browse that machine from ePo

http:// machine ip:8081 or can you see agent logs under system tree>Action>Agent>Show agent log? can you confirm the ASCI from this log?

can you telnet this macine on these ports

8081  80  and 443

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molinarf
Level 7

Re: Agent is not running - user is logged off

Alex,

I am restricted from attempting to do your suggestions due to the security posture of the network.

I am contacting McAfee directly for assistance.

Thank you for trying to assist me in solving this issue as it is much appreciated.

Robert

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