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anarine
Level 7
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Message 1 of 18

Agent on windows 64bit cannot communicate with EPO server

The machine is a windows 2003 64bit with mcafee agent 4.5

The agent installs, but cannot receive policies, or report back to epo (asci)

In the agent log i see the error

CPackage::addUserInformation(): GetUserPolicyInformation() unsuccessful - 0xfffff9be

I searched online but only came accross an article for windows 7 and does not apply.

I've tried to reinstall the agent but same error

17 Replies
jmcleish
Level 13
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Message 2 of 18

Re: Agent on windows 64bit cannot communicate with EPO server

Check out the McAfee KB:

Corporate KnowledgeBase ID:  KB68274

ERROR: CPackage::addUserInformation():  GetUserPolicyInformation()  unsuccessful - 0xfffff9be (after upgrading to McAfee Agent 4.5)

2010-01-01 19:35:05 X #5092  RegKey RegCloseKey,00000280

2010-01-01 19:35:05 e #5092  FrmSvc Failed to start Subsystem
<Management>, result=-2147220986



2010-01-01 10:00:00 e #4436 Agent CPackage::addUserInformation(): 
GetUserPolicyInformation() unsuccessful - 0xfffff9be

2010-01-01 10:00:00 I #4436 Agent Agent communication failed,
result=-1602

Problem  2


     


Agent Fails to Start Management Subsystem.


                    
               
          
     
     

     

System Change


     





Cause


     


The COM+ Event System service is stopped or missing from
the affected computers and McAfee Agent 4.5 requires this service to be
started.


The service dependency is new to 4.5, and was added to support
user-based policies. The

COM+ Event System service is used
by the system to publish the logon/logoff notifications that are
required for user-based policies.

       
     
     
     
     
     
            
     
     
     
     
     
          
               
                    
                    
                                   
                    

Solution


     


Attempt to start the COM+ Event System service:
  1. Click Start, Run, type services.msc and
    click OK.
  2. Browse to see if the COM+ Event System service exists.


        - If

        Yes, start the Service and go to step 3.

        - If No, then contact Microsoft support to see how to recover
    this Microsoft service.

        
  3. Once the COM+ Event System service is started, restart
    the McAfee Framework Service.

                    
                    
                    
               
          
     
     

     

       
     
     
     
     
     
            
     
     
     
     
     
          
               
                    
                    
                                   
                    

Workaround


     


Downgrading the agent is not recommend, but installing a version of the
Agent before the McAfee Agent 4.5 release will allow you to keep the
COM+ Event System
service stopped.

Jane

anarine
Level 7
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Message 3 of 18

Re: Agent on windows 64bit cannot communicate with EPO server

The COM+ Event System service is already started on the machine.

I am still getting the error

apoling
Level 14
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Message 4 of 18

Re: Agent on windows 64bit cannot communicate with EPO server

Hi,

a silly question, but is not the Windows firewall blocking? Normally the agent takes care of this when installing, but could have missed it due to something related to the previous issue..

Also please present an up to date agent debug log with as many details as can (on loglevel 8 for example).

What is the ASCI frequency?

Attila

anarine
Level 7
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Message 5 of 18

Re: Agent on windows 64bit cannot communicate with EPO server

There is no firewall on the computer. All other computers in this subnet have installed the agent successfully.

ASCI is 60 minutes. Here is part of the log:

Info
Agent
Agent finished Enforcing policies
Info
Agent
Next policy enforcement in 5 minutes
Info
Agent
Agent started performing ASCI
Error
Agent
CPackage::addUserInformation(): GetUserPolicyInformation() unsuccessful - 0xfffff9be
Monday, May 03, 2010 5:41:03 AM
Info
Agent
Agent Started Enforcing policies
Monday, May 03, 2010 5:41:03 AM
Info
Agent
Agent finished Enforcing policies
Monday, May 03, 2010 5:41:03 AM
Info
Agent
Next policy enforcement in 5 minutes
Monday, May 03, 2010 5:46:03 AM
Info
Agent
Agent Started Enforcing policies
Monday, May 03, 2010 5:46:03 AM
Info
Agent
Agent finished Enforcing policies
Monday, May 03, 2010 5:46:03 AM
Info
Agent
Next policy enforcement in 5 minutes
Monday, May 03, 2010 5:51:03 AM
Info
Agent
Agent Started Enforcing policies
Monday, May 03, 2010 5:51:03 AM
Info
Agent
Agent finished Enforcing policies

anarine
Level 7
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Message 6 of 18

Re: Agent on windows 64bit cannot communicate with EPO server

How do I set the loglevel ?

Here is another log from the same computer:

2010-05-03 08:38:27 i #2704 Agent Agent started performing ASCI
2010-05-03 08:38:27 I #2704 Agent Collecting Properties
2010-05-03 08:38:27 I #2704 Agent Collecting IP address using Internet Manager
2010-05-03 08:38:27 I #2704 naInet HTTP Session initialized
2010-05-03 08:38:27 I #2704 imsite Connecting to site: 192.168.1.2 on port: 81
2010-05-03 08:38:27 I #2704 naInet HTTP Session closed
2010-05-03 08:38:27 I #2704 Agent Agent is sending properties version to the ePO Server
2010-05-03 08:38:27 I #2704 Agent Forwarding all events
2010-05-03 08:38:27 I #2704 Agent ASCI is not done yet ...Please wait for ASCI!
2010-05-03 08:38:27 I #5512 Agent Started processing a package..
2010-05-03 08:38:27 I #5512 Agent Preparing Props Version Package
2010-05-03 08:38:27 I #5512 Datastore Did not find software ID PolicyRoot
2010-05-03 08:38:27 I #5512 Datastore Did not find software ID PolicyRoot
2010-05-03 08:38:27 I #5512 Datastore Did not find software ID TaskRoot
2010-05-03 08:38:27 e #5512 Agent CPackage::addUserInformation():  GetUserPolicyInformation() unsuccessful - 0xfffff9be
2010-05-03 08:38:27 I #5512 Agent Agent communication failed, result=-1602

anarine
Level 7
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Message 7 of 18

Re: Agent on windows 64bit cannot communicate with EPO server

After a reboot of the server, the issue was resolved

kwhelan
Level 7
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Message 8 of 18

Re: Agent on windows 64bit cannot communicate with EPO server

I also had this problem today.   Exact symptoms he described,  I will give more information to the problem.

1.  This was a traveling laptop user that frequently travels from a site with the master repository to another site with a superagent and remote repository.

2.  The symptom was that the agent was trying to connect to the REMOTE repository,  not the closest one and the remote repository even though the machine was at the location with the master repository

3.  Machine was a 64 bit windows 7 client

4.  Restart of the framework service on the REMOTE repository fixed it.

5.  removing and reinstalling everything from the client did not work

6.  deleting the machine from epo and reinstalling did not work

7.  It appeared to be ONLY that single machine that was affected,  other 64 bit(or 32 bit)  machines in that site were not affected.

McAfee,  good luck tracking down what is causing this.

Thanks

kw

Mal09
Level 12
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Message 9 of 18

Re: Agent on windows 64bit cannot communicate with EPO server

I ran into this issue today with a Windows 2003SP2 Enterprise x64 server. Am still investigating, and the technote  doesn't help as Com + is started.

After reading this thread, I'm theorising it could be caused by the machine trying to access an Agent Handler that it can't access... but I'll look into it further when I'm back on the deck tomorrow.

Any suggestions greatefully received. .

Message was edited by: Mal09
(OS Updated... for some reason I thought the issue was on a Win 2008 server, but it was 2003). on 27/10/10 11:24:33 AM
apoling
Level 14
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Message 10 of 18

Re: Agent on windows 64bit cannot communicate with EPO server

Hi Mal09,

 ran into this issue today with a Windows 2008 R2 x64 server 

Could you phrase it a bit more clearly? Is this the ePO server or a server client with McAfee Agent that you have the issue with?

If the latter, then please consider technote https://kc.mcafee.com/corporate/index?page=content&id=KB51573&actp=search&viewlocale=en_US&searchid=... which implicitly say that MA 4.5 does not support 64-bit windows 2008 R2 server client.

Attila