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mkazi
Level 9
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Message 1 of 4

Unknown error occurred when trying to recover a laptop from McAfee drive encryption. Need help ASAP.

Hello,

one of our laptop is locked because it has been too long since the last policy update. It requires Administrator recovery. When i tried to do it from the EPO console it throws me an error at the last option ( Response code).mcafee_error.png

3 Replies
McAfee Employee cdinet
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Message 2 of 4

Re: Unknown error occurred when trying to recover a laptop from McAfee drive encryption. Need help A

Most likely this will need to go to the encryption team, but before we move it over there, I would like to get some additional logging to see what the unexpected error is.

logging unexpected errors. 
First do this:
1- Edit server\conf\orion\orion.properties
2- Replace 'orion.exception.show.detail=false' with 'orion.exception.show.detail=true'
3- Restart Tomcat

Then reproduce the issue. Instead of "unexpected error" the console should give you a jstack trace.  That is what I would like to see.

 

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mkazi
Level 9
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Message 3 of 4

Re: Unknown error occurred when trying to recover a laptop from McAfee drive encryption. Need help A

Thanks for the reply, I just followed your instruction and still giving me the same "Unknown Error Occurred". I restarted the McAfee ePolicy application server. Do i need to restart event parser and server also ?
McAfee Employee cdinet
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Message 4 of 4

Re: Unknown error occurred when trying to recover a laptop from McAfee drive encryption. Need help A

No, you shouldn't have to restart those.  Send me a zipped copy of the orion log please - I will send you my contact info in private message

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