Serial Number & End User Pair Exception Issues

[MarkW1]

Hello,

This is the exception we use most often wherever can and for the most part it works great however, we've been seeing these exceptions randomly stop working for devices and the numbers of getting higher and higher.  I've created several tickets with support and it never goes anywhere unfortunately.

The exception will work fine for weeks or months and then stops working out of nowhere.  I've reinstalled the DLP agent, reinstalled the McAfee Agent and used the DLP diagnostic tool to restart the DLP services.  I've also used the software removal tool to uninstall DLP.  Often, it will start working again after doing one of those things but the exceptions often stops working again after the next reboot.  Sometimes it stays fixed.  The exception will also work (sometimes) for the same user on a different computer which leads you to think it's a problem with the computer but I have no idea how to figure out what's breaking between windows and DLP.  I used a tool to completely remove all USB devices from a windows system but that didn't work either.

Has anyone else seen this issue?  

Any help would be appreciated.

EPO 5.10 

Agent 5.6.1.157

DLP 11.3

thanks,

[JaganA]

@MarkW1 Thanks for choosing Support Community

Since you are familiar with DLP Diagnostic tool, observe what is missing / changing when not working.

You can observe this changes in Diagnostic tool -> Devices tab

Select the device to see more details in the right side.

[MarkW1]

Hello JaganA,

Thanks for you response.  I wouldn't say I'm familiar, restarting the services is about all I can do with it, I haven't been able to find any documentation for it. 

Any idea what I should be looking for?  I'm also not sure what to do with the findings.

I changed the exception from user@fqdn to everyone and it works now but that's not a solution. 

I'll have a look and see if anything jumps out at me.  I may post the results here.

[JaganA]

@MarkW1 May I request you to open a ticket with support? If you want me to look into this leave the SR# here. Please note, I am available during IST business hours.

[MarkW1]

Hello JagnaA,

The SR is 4-20409172441.  There is a tech assigned to it but the more eyes the better. I uploaded a doc with what I'm seeing in the diagnostic tool as well as a MER for the user.  The weird thing is it's only an issue for some users, it works totally fine for others. 

Thanks!