Installed products is showing as empty

[hbss_admin]

I've got an oddball problem with a user where none of her installed products shows up in the installed products field in the ePO server, including her VirusScan Enterprise installs.

They can manually verify HIPS, ABM, PA, McAfee Agent, and VSE are all installed, but in the ePO server the installed products field is completely blank.

Anyone ever seen this and know how to resolve it?

PG

[mischaboender]

Does the agent connect to the ePO server at all? Is the last communication time correct?

[hbss_admin]

Yes, that's the weird part; it seems to check into the ePO server just fine; agent wakeups respond quickly. It doesn't seem to have any communication issue with the ePO.

Btw, I didn't include it previously, but this is ePO 4.5.

[mischaboender]

Do you see the corrct properties in the client in this file:

"C:\ProgramData\McAfee\Common Framework\LastProp.xml"

[hbss_admin]

There's a lot of info in that file; what specifically should I be looking for? On a known good system, that file doesn't list installed applications anyway.

[mischaboender]

On my systems the LastProp.xml lists every installed application (managed by McAfee agent).

For example on a system with VSE 8.8 I find the following in the file:

<ProductProperties SoftwareID="VIRUSCAN8800" delete="false">
     <Section name="Access Protection">
          <Setting name="APEnabled">1</Setting> 
          <Setting name="bPVSPTEnabled">1</Setting> 
     </Section>
     <Section name="Access Protection Reports">

Can you try running McAfee Virtual Technician  (http://mvt.mcafee.com) and check if it detects any problem (and check diagnostic logs if your applications are detected)?

[hbss_admin]

The end user reports that file doesn't exist on their system; how can it be re-generated?

[hbss_admin]

Hmm, they did find that file, but this is what's in it:

  <?xml version="1.0" encoding="UTF-8" ?>

- <ns:naiProperties xmlns:ns="naiProps" FullProps="true" PropsVersion="20120921114249" MachineID="xxxxxxx" MachineName="xxxxxxxxx">

  <ComputerProperties />

  <ProductProperties SoftwareID="ASSETS__3500" delete="true" />

  <ProductProperties SoftwareID="AUENGINE5300" delete="true" />

  <ProductProperties SoftwareID="EPOAGENT3000" delete="true" />

  <ProductProperties SoftwareID="HOSTIPS_7000" delete="true" />

  <ProductProperties SoftwareID="PCR_____1000" delete="true" />

  <ProductProperties SoftwareID="POLICYAU5300" delete="true" />

  <ProductProperties SoftwareID="S_SAV___1000" delete="true" />

  <ProductProperties SoftwareID="S_SYMC__1000" delete="true" />

  </ns:naiProperties>

[mischaboender]

I'm not sure why delete="true" is in there. I've never seen this before.

Do you see any error in the server.log on the ePO server coming from this machine?

[hbss_admin]

The logs only go back a day, so there isn't anything specific to this machine in the current logs.

What needs to be done to regenerate this file? The end user re-installed all the McAfee products she had on the machine, but within a few days the installed products field had all gone blank again.

If relevant, this machine is a VMWare virtual machine.