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bmichalove
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Message 1 of 10

System not updating or reporting to ePO console v5.9.0

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We have one system that ill not report to the ePO console v5.9.0 (over 30 days). Two products are have versions that are outdated: 1) Endpoint Security Platform is 10.5.4.4241 should be 10.5.5.5067 2) Endpoint Security Adaptive Threat Protection is 10.5.4.4241 should be 10.5.5.5055 Action taken: 1. Ran existing task Deploy ENS 10.5.4 Task failed with error "Run now task sent an unknown return code 10" Ran for 68 hours 23 minutes before cancelling. 2. Create a task to update Endpoint Security Platform. Task failed with error "Run now task sent an unknown return code 10" Ran for 32 minutes
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cdinet
McAfee Employee
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Message 8 of 10

Re: System not updating or reporting to ePO console v5.9.0

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Oh no, please get away from that version asap - see KB91418.

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Hem
McAfee Employee
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Message 2 of 10

Re: System not updating or reporting to ePO console v5.9.0

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MA logs on client machine will help for failure.

bmichalove
Level 8
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Message 3 of 10

Re: System not updating or reporting to ePO console v5.9.0

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Thanks for the comment, I found the logs and need to figure out how to upload to the post.

cdinet
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Message 4 of 10

Re: System not updating or reporting to ePO console v5.9.0

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Please be very careful posting logs to a public forum, as they often contain internal sensitive information that should not be public, such as servernames, IP, etc.

 

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cdinet
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Message 5 of 10

Re: System not updating or reporting to ePO console v5.9.0

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What agent version are you running?  Have you tried setting up a scheduled task instead of run client task now? 

On the client side, c:\programdata\mcafee\agent\logs is where to go for agent logs. 

The masvc log will show it invoking the task (if it gets that far)

The mcscript, or mcscript deploy log (depends on agent version), will show it getting files from the repository (or failing) and running the setup files, if it gets to that point.  If it does run the setup files, then c:\windows\temp\mcafeelogs is where to go for the ENS install logs to see if there is a failure there or not.  If the agent gets to the point of invoking the setup files, then it is no longer an agent issue, but needs to be investigated by the ENS team.

I would make a couple of suggestions first. 

1.  Upgrade the agent to the latest, if possible - there are some fixes for scheduling issues and other fixes that might cause updates to fail.

2.  If updating is not an option, then disable peer to peer in the agent policy and see if that helps. 

3. If you are running the 5.0.6.220 version, that is problematic and the masvc service crashes on that version, so I would either downgrade it with forceinstall, or preferably upgrade it. 

4. If it is failing on the agent side, as in failing to download files or reach the repository, etc, then see if you can use the url in the mcscript log in the browser to manually download the files.  If the repository is not reachable, then check for firewall, proxy, network issues, etc.

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bmichalove
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Message 6 of 10

Re: System not updating or reporting to ePO console v5.9.0

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Thanks for your comments, it looks like there is some valid information to review in the Mscript_deploy.log 

All of the Windows Temp McAfee Logs are dated last Friday when the failure occurred and need to be reviewed.

bmichalove
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Message 7 of 10

Re: System not updating or reporting to ePO console v5.9.0

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Forgot to mention the agent version is 5.6.0.878

cdinet
McAfee Employee
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Message 8 of 10

Re: System not updating or reporting to ePO console v5.9.0

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Oh no, please get away from that version asap - see KB91418.

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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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bmichalove
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Message 9 of 10

Re: System not updating or reporting to ePO console v5.9.0

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Once the agent was upgraded to v5.6.1.157 the system reported to ePO correctly and all ENS components are on  current versions. THANK YOU cdinet

cdinet
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Message 10 of 10

Re: System not updating or reporting to ePO console v5.9.0

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Glad that helped!

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