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Agent cannot communicate with server

Hi all, I have a bit of a tricky situation, hope someone can shed some light on it.

We have an 'almost' completely air-gapped machine in the environment that we still have to get AV working on.

I've managed to install the Agent directly on the server using an .msi installer package, but the Agent isn't communicating with the server.

Now I've spoken with the guys in charge of the firewalls, and they're telling me, because the ePo server has two NICs, the requests from this air-gapped machine is coming in on the wrong interface.

Does this sound feasible? Can I hardcode the IP address for the ePo server somewhere on the client? In my mind, I'd just open the relevant ports on both the NICs, but the Firewall admins are loathe to do that.

Any suggestions?

5 Replies
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McAfee Employee
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Message 2 of 6

Re: Agent cannot communicate with server

Hello @thekevinkalis 

Thanks for your response.

How exactly the agent gets installed?

Downloading the file from product download site or you have create the file in ePO and then installed it.

If the agent gets downloaded from the product download site and executed in that case it will get installed but will not communicate to the ePO server.

Try creating the framepkg.exe with the help of the below steps and run the file on client machine.

  1. Create an installation package:
    1. Click Menu | Systems | System Tree, click System Tree Actions, then select New Systems from the drop-down menu.
    2. Select Create and download agent installation package.
    3. Select the Agent version for Windows.
    4. Deselect Embed Credentials in Package.
      NOTE: If deselected, you receive the default package. If selected, you can specify required credentials.
    5. Click OK. The Download file dialog box opens.
    6. Select FramePkg.exe and save it to the temporary folder.

Also check the McAfee agent masvc.log for errors.

https://kc.mcafee.com/corporate/index?page=content&id=KB56308

The best way to open the ports with the help of your network team firewall team .

you can try creating an entry in manually in host file but not sure whether it will work or not.

 

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Re: Agent cannot communicate with server

Hi,

I installed it from a framepkg.msi file that I made using the ePo server.

I'm going to have a dig into the logs to see if I can find anything there.

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McAfee Employee
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Message 4 of 6

Re: Agent cannot communicate with server

Hello @thekevinkalis 

Thanks for your response.

Please check the masvc.log and server.log to see the errors recorded.

If no luck then you can open a new service request with support team.

For ports please refer the belo KB

https://kc.mcafee.com/corporate/index?page=content&id=KB66797

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If this information was helpful in any way or answered your question, will you please select Accept as Solution in my reply and together we can help other members?

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Message 5 of 6

Re: Agent cannot communicate with server

In this case , maybe you should use wireshark .

Your client IP ( source ip )  > destination ip ( ip address of the ePO server )


There are located the ports , which needed for the communication.

https://kc.mcafee.com/corporate/index?page=content&id=KB66797

 

Hope it help

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McAfee Employee
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Message 6 of 6

Re: Agent cannot communicate with server

Use the following KB to bind epo to use the desired IP address for the firewall.

https://kc.mcafee.com/agent/index?page=content&id=KB56308

 

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