Last Thursday, 03 September, we have tried to update McAfee product of user via VPN since user is working at home overseas and not in Singapore. We have found out that her McAfee Agent is not responding or communicating (red alerts) which is why we manually uninstall McAfee Agent 5.6.4 and manually install it back. We have deleted the duplicate hostname after and add in user's ID in encrypted user. After that, we have tried to push update for McAfee product DE Package and ask the user to reboot once done.
Come Friday (04 September). user restarted her laptop and when she log back in, user unable to login (Error Unknown User) and we do machine recovery and user able to login afterwards.
However, last Saturday (05 September), she face same issue again and by that time until now, we cannot do machine recovery anymore and hit error EE110001.
We checked in ePO and found out that the hostname is no longer there.
Please help to check.
Re: Unable to do Machine Recovery - Error EE110001
If the system is missing from the ePO system tree and there is no apparent cause (nobody deleted the system, there is not a task to delete\cleanup systems, etc.), then the next item to suspect may be the situation within https://kc.mcafee.com/corporate/index?page=content&id=KB52949. It would definitely be worth looking into.
To gain access to the system, if you are not able to log in with any user and the challenge\response recovery options are failing, then you will most likely need to utilize DETech standalone to first pull the disk information which should contain the keycheck value. You should be able to use that value to obtain the recovery XML since the system entry isn't there. Once you have that, you would want to confirm that the XML file is correct in DETech and then complete an emergency boot to get it.
If you are having the issue in KB52949, the potential for the issue to continue happening exists, so I would recommend looking into that as soon as poss
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