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New Dell laptops XPS13 9310 2 in 1 with 11th Gen Intel CPU do not update EPO with events

I have logged this with Mcafee .. after a painfull 6 weeks of endless MER collections, it is still outstanding  

ePO Build: ePolicy Orchestrator 5.10.0 (Build 2428)
Update Installed: Update 9 (2.0.0.949)

We have 50 New Dell laptops XPS13 9310 2 in 1 with 11th Gen Intel(R) Core(TM) i7-1165G7 @ 2.80GHz and none of them report back successful updates to the EPO server, though they DO update fine and report back versions of the software etc properly. 

The new laptops are running the same Win10 1909 Ent image as 500 older laptops 

On a test system we have upgraded the mcafee client to the latest, verified extensions etc in EPO are updated 

mcafeeclient.JPG

the new laptops all show 

mcafeeclient2.JPG

the older laptops ( various XPS 13 models ) all show

 

mcafeeclient3.JPG

they have verified certificates on the client are up to date and that we have the latest msgbuscert updater checked into the ePO server.

any help appreciated

 

20 Replies
Former Member
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Message 2 of 21

Re: New Dell laptops XPS13 9310 2 in 1 with 11th Gen Intel CPU do not update EPO with events

Hello @JadedbyMcafee 

Thanks for the post.

Anything in the logs?

As per screenshot update is failed ,worth checking mcscript.log for AMCORE/dat

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cdinet
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Message 3 of 21

Re: New Dell laptops XPS13 9310 2 in 1 with 11th Gen Intel CPU do not update EPO with events

Go through this first to determine where the error is and what it is specifically.

https://community.mcafee.com/t5/ePolicy-Orchestrator-ePO/SOLVED-HOW-TO-TROUBLESHOOT-CLIENT-UPDATE-DE...

 

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Re: New Dell laptops XPS13 9310 2 in 1 with 11th Gen Intel CPU do not update EPO with events

Sorry got called away 

 

here are some log files 

 

 

cdinet
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Message 5 of 21

Re: New Dell laptops XPS13 9310 2 in 1 with 11th Gen Intel CPU do not update EPO with events

Please do not post files on public forum that contain sensitive company info such as ip's and server names.  

The log says success, but in reality it isn't updating - "Failed to get the update info sync from update info"

That indicates the agent possibly isn't communicating properly with ENS.  Check for any injection, make sure to run the latest msgbuscertupdater package, latest root certificates installed (KB91697).

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Re: New Dell laptops XPS13 9310 2 in 1 with 11th Gen Intel CPU do not update EPO with events

as per the OP 

certs were checked and we have verified the latest msgbuscertupdater package is installed

 

 

 

cdinet
McAfee Employee
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Message 7 of 21

Re: New Dell laptops XPS13 9310 2 in 1 with 11th Gen Intel CPU do not update EPO with events

Sorry, I missed that - can you send me your SR number in private message please?

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Re: New Dell laptops XPS13 9310 2 in 1 with 11th Gen Intel CPU do not update EPO with events

done

cdinet
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Message 9 of 21

Re: New Dell laptops XPS13 9310 2 in 1 with 11th Gen Intel CPU do not update EPO with events

I haven't looked yet at case notes, going through the mer.  But out of curiosity, have you tested any with the ENS April update?  You are on the Feb version.

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Re: New Dell laptops XPS13 9310 2 in 1 with 11th Gen Intel CPU do not update EPO with events

I'm doing as requested by Mcafee for the last 2 months

we updated to the latest at the start of this and once proved that this did not help, nobody seems to have a clue. 

Is this a strategy .. delay with constant MER requests until another version comes out, then rinse and repeat ?

 

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