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Reliable Contributor
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Message 1 of 6

downloader UpdateCallbackMsgbus::extractResponse Failed to get the update info sync from update info

we see in agent McScript error log  flooded with the following error.

 

#2496 downloader Downloading file from http://update**personal information omitted**.com:80/Products/CommonUpdater/SiteStat.xml?hash={81eca...} to C:\Windows\TEMP\SiteStat.xml failed.
downloader UpdateCallbackMsgbus::extractResponse,  

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McAfee Employee
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Message 2 of 6

Re: downloader UpdateCallbackMsgbus::extractResponse Failed to get the update info sync from update

so we are not able to download file from Repository. Make sure that Repository is accessible and ports are opened from client end.

We should be able to download file from browser #: 

http://update**personal information omitted**.com:80/Products/CommonUpdater/SiteStat.xml?hash={81eca...

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Re: downloader UpdateCallbackMsgbus::extractResponse Failed to get the update info sync from update

I also have this issue.  

McScript_error.log:  UpdateCallbackMsgbus::extractResponse, Failed to get the update info sync from update info.

Seeing an abundance of Client Update Failures in ePO.  

2020-10-20 23:14:22 E #1332 downloader Downloading file from http://update**personal information omitted**.com:80/Products/CommonUpdater/SiteStat.xml?hash={8e6b2...} to C:\WINDOWS\TEMP\SiteStat.xml failed.

2020-10-20 23:36:59 I #5260 ScrptExe Executing section: [ExecuteDetectionScript]
2020-10-20 23:36:59 I #5260 ScrptMgr Setting the working dir as C:\ProgramData\McAfee\Agent\\Current\AMCORDAT2000
2020-10-20 23:36:59 I #5260 ScrptExe Line 614: RunScript dwRet = C:\ProgramData\McAfee\Agent\\Current\AMCORDAT2000\amcore.mcs, ScriptMain
2020-10-20 23:36:59 I #5260 ScrptMgr Loading and parsing: C:\ProgramData\McAfee\Agent\\Current\AMCORDAT2000\amcore.mcs
2020-10-20 23:36:59 I #5260 ScrpPrsr Parse warning line(964): SetUpdateErrorFail already exists. Ignoring...
2020-10-20 23:36:59 I #5260 ScrpPrsr Parse warning line(995): RestartServices already exists. Ignoring...

McScript.log looks like it was successful, but still seeing update failures in ePO for this client (as well as others).  

McScriipt_error.log is full of these entries:  

UpdateCallbackMsgbus::extractResponse, Failed to get the update info sync from update info

Anyone know how to pinpoint the issue?  

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McAfee Employee
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Message 4 of 6

Re: downloader UpdateCallbackMsgbus::extractResponse Failed to get the update info sync from update

Failed to get the update info sync from update info means that it is not receiving a response from the point product.  You might try reinstalling or upgrading ens.

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Re: downloader UpdateCallbackMsgbus::extractResponse Failed to get the update info sync from update

I am running a fresh install of ENS 10.7 July update, device control 11.5, with MA 5.6.5 hotfix 2.  I see this same issue on other devices that are running ENS 10.6.1 with MA 5.6.5 hotfix 2.  I'm wondering if it is an agent issue rather than an ENS issue?  

Thank you

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McAfee Employee
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Message 6 of 6

Re: downloader UpdateCallbackMsgbus::extractResponse Failed to get the update info sync from update

It is possible, I have seen a lot of that message lately.  I would suggest opening ticket with McAfee, but if you do, put the agent in debug logging, increase log size and rollover count also, debug mcscript (kb82170).  You might also want to run amtrace that also captures the ens side of things (kb86691).  Once you duplicate issue in debug mode, get a mer and the amtrace log for the SR.

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