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Message 1 of 10

Managed Server Not Communicating/Updating

A while back I had issues where not all of my servers being managed by my ePolicy Orchestrator were getting updates. Updating the agents helped, but one is still refusing to get updated.

ePo server is 5.9.1. 
The managed server in question is a Linux server, Agent version 5.6.1.157, with Endpoint version 10.5.5.107.

When I try and send a command through the ePo, it is incredibly slow and practically non-responsive. Even a wake up call may take much longer than it should. It does not receive any DAT version updates. Currently for example it is at 9314, which I had to manually update. The others are at 9318.

If I try to run a simple 'update DAT' command on the ePo, the McScript.log file on the managed server seems to have multiple errors where it seems it 'can't get product information', but I'm not sure what could be fixed.:

 

2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] Failed to get the product information. Setting EngineDir to FALSE
2019-07-18 11:20:36 [28543] (16384) [UpdatePlugin] [I] Getting product information using LPC
2019-07-18 11:20:36 [28543] (16384) [UnxLpcChnl] [I] Connecting to LPC server
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] Error trace:
2019-07-18 11:20:36 [28543] (16384) [Log] [E] [Main thread]->
2019-07-18 11:20:36 [28543] (16384) [SessMgr] [E] [SessionManager::runScript:/var/McAfee/agent/update/UpdateMain.McS]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section ScriptMain]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [CallIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section StartUpdateProcess]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section DetectInstalledProductsAndUpdate]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section GetDetectionScripts]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section FindAndExecuteDetectionScripts]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [LoopIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section EnumerateThroughProductIDList]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [LoopIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section EnumerateThroughFile]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section ExecuteDetectionScript]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Line 614: RunScript dwRet = /var/McAfee/agent/update/Current/VSCANDAT1000/V2datdet.mcs, ScriptMain]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section ScriptMain]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [LoopIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section EnumerateThroughProducts]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section DoesProductNeedUpdate]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [CallIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section SetInstalledVersionsUsingXML]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section SetInstalledVersions]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [GetProductInfo]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] Failed to get the product information. Setting ReportedInstalledDATVer to FALSE
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [I] Executing section: [SetDatVerZero]

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Message 2 of 10

Re: Managed Server Not Communicating/Updating

Unfortunately, we would need to see more of the mcscript log.  Some of those errors in that log can be ignored, but others can't.  You want to look for lpc errors with the agent talking to point product and if none of those, can the client pull the files from the repository?  If you can post more of the log, that would be helpful, but please blank out servernames and any other sensitive info for where it is connecting to in order to pull files.

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Message 3 of 10

Re: Managed Server Not Communicating/Updating

Here is more of the log. It definitely seems to be an error with the LPC as it tries to connect to it multiple times with the same sequence of events, just with different information that it tries to pull.

 

2019-07-18 11:20:28 [28543] (16384) [LogLvl] [I] Initializing log level based on config.xml in /etc/cma.d
2019-07-18 11:20:28 [28543] (16384) [LogLvl] [I] Initialized log level based on config.xml in /etc/cma.d
2019-07-18 11:20:28 [28543] (16384) [MueEep] [I] Initializing MUE EEP Script ID = 1438928400
2019-07-18 11:20:28 [28543] (16384) [crypto] [I] Crypto logger used <0x8852888>
2019-07-18 11:20:28 [28543] (16384) [crypto] [I] Key imported successfully and recognized in RSA format
2019-07-18 11:20:29 [28543] (16384) [crypto] [I] Key imported successfully and recognized in RSA format
2019-07-18 11:20:29 [28545] (16386) [msgbus] [I] Added file watcher on broker config file
2019-07-18 11:20:29 [28543] (16384) [ma_client] [I] ma client is started.
2019-07-18 11:20:29 [28545] (16386) [msgbus] [I] msgbus connectvity status : Connected
2019-07-18 11:20:29 [28545] (16386) [msgbus] [I] hash comparisons match failed
2019-07-18 11:20:29 [28545] (16386) [msgbus] [I] hash comparisons match failed
2019-07-18 11:20:29 [28543] (16384) [mue] [I] Setting up update options ini file /var/McAfee/agent/update/UpdateOptions.ini.
2019-07-18 11:20:29 [28543] (16384) [mue] [I] Setting up update history ini file /var/McAfee/agent/update/UpdateHistory.ini.
2019-07-18 11:20:29 [28543] (16384) [mue] [I] Getting the ui provider if registered.
2019-07-18 11:20:29 [28543] (16384) [mue] [I] No UI provider registered.
2019-07-18 11:20:29 [28543] (16384) [repoclient] [I] Trying to get the repositories.
2019-07-18 11:20:29 [28543] (16384) [repoclient] [I] Trying to get the repositories, attempt <1>.
2019-07-18 11:20:29 [28543] (16384) [repoclient] [I] Repo list received, repo ranking state is <0>.
2019-07-18 11:20:29 [28543] (16384) [creposi] [I] Repositories retrieved successfully.
2019-07-18 11:20:29 [28543] (16384) [creposi] [I] proxy configuration retrieved successfully.
2019-07-18 11:20:29 [28543] (16384) [MueEep] [I] Initializing MUE EEP Script ID = 1438928400
2019-07-18 11:20:29 [28543] (16384) [LogLvl] [I] Initializing log level based on config.xml in /etc/cma.d
2019-07-18 11:20:29 [28543] (16384) [LogLvl] [I] Initialized log level based on config.xml in /etc/cma.d
2019-07-18 11:20:29 [28543] (16384) [ScrptLpc] [I] Saving hash to registry
2019-07-18 11:20:29 [28543] (16384) [LPCDLLManager] [I] Successfully loaded LPC runtime /opt/McAfee/cma/lib/libmfelpc.so
2019-07-18 11:20:29 [28543] (16384) [LpcConnMgr] [I] Initializing lpc data
2019-07-18 11:20:29 [28543] (16384) [LpcConnMgr] [I] Registering software id CMNUPD__3000 with a hash value of 1496913389
2019-07-18 11:20:29 [28543] (16384) [LpcConnMgr] [I] Starting lpc connection manager
2019-07-18 11:20:29 [28543] (16384) [LpcConnMgr] [I] Setting up watchdog component
2019-07-18 11:20:29 [28550] (98311) [WatchDog] [I] Running scheduled health check
2019-07-18 11:20:29 [28550] (98311) [UnxLpcChnl] [I] Connecting to LPC server
2019-07-18 11:20:29 [28550] (98311) [WatchDog] [I] Signalling lpc availability to registrants.
2019-07-18 11:20:29 [28550] (98311) [LpcConnMgr] [I] Invoking lpc revalidation on lpc available
2019-07-18 11:20:29 [28550] (98311) [LpcConnMgr] [I] Cleaning up message queue
2019-07-18 11:20:29 [28551] (114696) [MsgPoll] [I] starting poll thread for message queue
2019-07-18 11:20:29 [28551] (114696) [MsgPoll] [I] signalled start to message queue
2019-07-18 11:20:29 [28551] (114696) [MsgPoll] [I] Registering client channel for message type 1496913389 extended id 474185642 client id 195520235
2019-07-18 11:20:29 [28551] (114696) [UnxLpcChnl] [I] Connecting to LPC server
2019-07-18 11:20:29 [28551] (114696) [MsgPoll] [I] Registering client software id CMNUPD__3000:DEFAULT:28543 with lpc server
2019-07-18 11:20:29 [28551] (114696) [MsgQueue] [I] Adding channel for message queue 1496913389 extended software id hash 474185642 client id 195520235
2019-07-18 11:20:29 [28551] (114696) [MsgQueue] [I] Channel added to message queue successfully
2019-07-18 11:20:29 [28551] (114696) [MsgQueue] [I] Getting message from message queue
2019-07-18 11:20:29 [28550] (98311) [WatchDog] [I] Done signalling lpc availability to registrants.
2019-07-18 11:20:29 [28543] (16384) [LPCConfig] [I] Waiting LPC server availability
2019-07-18 11:20:29 [28543] (16384) [LPCConfig] [I] LPC server is now available
2019-07-18 11:20:29 [28543] (16384) [ScrptLpc] [I] LPC frame work for update engine succeeded
2019-07-18 11:20:29 [28543] (16384) [ScrptLpc] [I] Successfully registered LPC UpdateCallback interface
2019-07-18 11:20:29 [28543] (16384) [p2p_client] [I] Checking P2P services via discovery...

2019-07-18 11:20:31 [28543] (16384) [creposi] [I] Trying the repository REDACTEDSERVERNAME
2019-07-18 11:20:31 [28543] (16384) [downloader] [I] calling system proxy client api.
2019-07-18 11:20:31 [28543] (16384) [downloader] [I] client api sync_get_system_proxy failed.
2019-07-18 11:20:31 [28543] (16384) [downloader] [I] Downloading file from https://REDACTEDIP:443/Software/SiteStat.xml?hash={94adf992-a96f-11e9-2c6c-40b5ffd48338} to /var/McAfee/agent/update/SiteStat.xml with timeout 18000
2019-07-18 11:20:31 [28543] (16384) [downloader] [I] Downloading file from https://REDACTEDIP:443/Software/SiteStat.xml?hash={94adf992-a96f-11e9-2c6c-40b5ffd48338} to /var/McAfee/agent/update/SiteStat.xml success.
2019-07-18 11:20:31 [28543] (16384) [downloader] [I] changing permission...
2019-07-18 11:20:31 [28543] (16384) [creposi] [I] Repository REDACTEDSERVERNAME is usable for the current update session.
2019-07-18 11:20:31 [28543] (16384) [SessMgr] [I] Using repository REDACTEDSERVERNAME for script
2019-07-18 11:20:31 [28543] (16384) [ScrptMgr] [I] Loading and parsing: /var/McAfee/agent/update/UpdateMain.McS

 

2019-07-18 11:20:34 [28543] (16384) [downloader] [I] Downloading file from https://REDACTEDIP:443/Software/Current/VSCANDAT1000/DAT/0000/PkgCatalog.z?hash={969323cc-a96f-11e9-2f0e-40b5ffd48338} to /var/McAfee/agent/update/Current/VSCANDAT1000/PkgCatalog.z with timeout 18000
2019-07-18 11:20:34 [28543] (16384) [downloader] [I] Downloading file from https://REDACTEDIP:443/Software/Current/VSCANDAT1000/DAT/0000/PkgCatalog.z?hash={969323cc-a96f-11e9-2f0e-40b5ffd48338} to /var/McAfee/agent/update/Current/VSCANDAT1000/PkgCatalog.z success.

 

2019-07-18 11:20:36 [28543] (16384) [UnxLpcChnl] [I] Connecting to LPC server
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] Error trace:
2019-07-18 11:20:36 [28543] (16384) [Log] [E] [Main thread]->
2019-07-18 11:20:36 [28543] (16384) [SessMgr] [E] [SessionManager::runScript:/var/McAfee/agent/update/UpdateMain.McS]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section ScriptMain]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [CallIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section StartUpdateProcess]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section DetectInstalledProductsAndUpdate]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section GetDetectionScripts]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section FindAndExecuteDetectionScripts]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [LoopIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section EnumerateThroughProductIDList]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [LoopIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section EnumerateThroughFile]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section ExecuteDetectionScript]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Line 614: RunScript dwRet = /var/McAfee/agent/update/Current/VSCANDAT1000/V2datdet.mcs, ScriptMain]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section ScriptMain]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [LoopIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section EnumerateThroughProducts]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section DoesProductNeedUpdate]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [CallIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section SetInstalledVersionsUsingXML]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section SetInstalledVersions]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section IsProductUsingTheV2Interface]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [GetProductInfo]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] Failed to get the product information. Setting EngineInterface to FALSE
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [I] Executing section: [InitialiseVariablesV1]
2019-07-18 11:20:36 [28543] (16384) [UpdatePlugin] [I] Getting product information using LPC
2019-07-18 11:20:36 [28543] (16384) [UnxLpcChnl] [I] Connecting to LPC server
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] Error trace:
2019-07-18 11:20:36 [28543] (16384) [Log] [E] [Main thread]->
2019-07-18 11:20:36 [28543] (16384) [SessMgr] [E] [SessionManager::runScript:/var/McAfee/agent/update/UpdateMain.McS]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section ScriptMain]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [CallIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section StartUpdateProcess]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section DetectInstalledProductsAndUpdate]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section GetDetectionScripts]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section FindAndExecuteDetectionScripts]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [LoopIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section EnumerateThroughProductIDList]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [LoopIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section EnumerateThroughFile]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section ExecuteDetectionScript]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Line 614: RunScript dwRet = /var/McAfee/agent/update/Current/VSCANDAT1000/V2datdet.mcs, ScriptMain]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section ScriptMain]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [LoopIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section EnumerateThroughProducts]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section DoesProductNeedUpdate]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [CallIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section SetInstalledVersionsUsingXML]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section SetInstalledVersions]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [GetProductInfo]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] Failed to get the product information. Setting InstalledEngineVer to FALSE
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [I] Executing section: [SetInstalledEngineVerV1]
2019-07-18 11:20:36 [28543] (16384) [UpdatePlugin] [I] Getting product information using LPC
2019-07-18 11:20:36 [28543] (16384) [UnxLpcChnl] [I] Connecting to LPC server
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] Error trace:
2019-07-18 11:20:36 [28543] (16384) [Log] [E] [Main thread]->
2019-07-18 11:20:36 [28543] (16384) [SessMgr] [E] [SessionManager::runScript:/var/McAfee/agent/update/UpdateMain.McS]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section ScriptMain]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [CallIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section StartUpdateProcess]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section DetectInstalledProductsAndUpdate]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section GetDetectionScripts]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section FindAndExecuteDetectionScripts]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [LoopIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section EnumerateThroughProductIDList]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [LoopIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section EnumerateThroughFile]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section ExecuteDetectionScript]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Line 614: RunScript dwRet = /var/McAfee/agent/update/Current/VSCANDAT1000/V2datdet.mcs, ScriptMain]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section ScriptMain]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [LoopIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section EnumerateThroughProducts]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section DoesProductNeedUpdate]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [CallIf]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section SetInstalledVersionsUsingXML]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Call]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [Executing section SetInstalledVersions]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] [GetProductInfo]->
2019-07-18 11:20:36 [28543] (16384) [ScrptExe] [E] Failed to get the product information. Setting EngineDir to FALSE

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Message 4 of 10

Re: Managed Server Not Communicating/Updating

You would usually see some other error, like point product is not running, or similar.  I am not totally sure that is the issue without seeing the entire update process in the log.  I will send you my contact info private msg - send me that log please.

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Message 5 of 10

Re: Managed Server Not Communicating/Updating

 

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Message 6 of 10

Re: Managed Server Not Communicating/Updating

On suggestion, I uninstalled and re-installed the Endpoint Security, with the newest version. It's now at version 10.6.3.129. (and reverted the DAT version to 2999 somehow)

It still seems to have trouble connecting to the system from the ePO, unfortunately. The system *can* talk to the ePO because it took the installation file based on a command from the ePO itself, otherwise it wouldn't have the latest version. I looked at recent 'Threat Events' for the system and found 'Scan Timed Out' has been going on pretty much for weeks.

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Message 7 of 10

Re: Managed Server Not Communicating/Updating

If you look at the scan timeouts for the types of files it is not scanning, those are usually encrypted and compressed files, or very large files.  You can disable scanning those types, as they will never be able to be scanned if they are encrypted.  We typically recommend not scanning compressed files, as that can affect performance as the scanner has to decompress it, scan, then re-compress the file.  If you want them scanned, we suggest doing that at an off peak time using an on demand scan task.  When ENS first installs, it has a stub dat, which won't match any later dat versions.  If you run an update on that system, is it successful?

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Message 8 of 10

Re: Managed Server Not Communicating/Updating

No, running an update on the system did not succeed. The DAT was not updated and the Last Communication didn't get a more recent time, either.

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Message 9 of 10

Re: Managed Server Not Communicating/Updating

Ok, please open a ticket with McAfee then and get a mer from the client and corresponding server logs from epo (or a mer from epo too).  mer.mcafee.com - when you run it, run it as administrator and choose the specific products installed instead of choosing all products.

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Message 10 of 10

Re: Managed Server Not Communicating/Updating

OK, thank you. Guess I need to find our Grant Number.

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