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kjhurni
Level 9

4.6.2 to 4.6.6 upgrade - The Local Agent Handler service is not running.

We applied the 4.6.6 patch/upgrade to our 4.6.2 setup (security vulnerabilities from McAfee).

After the upgrade, the McAfee epo 4.6.6. Server service won't start

If you try to login on the web GUI you get the error:

The Local Agent Handler service is not running.

If you try to manually start the above service (the event parser and apache server ARE running) you get:

Windows could not start the service, please check the event logs blah blah blah

Event Viewer shows:

(System Log):

The McAfee service terminated with server specific error:

Incorrect Function...

The only posting I could see was back in Dec. 2012 and nobody responded, so I'm hoping there's new information since then.  This seems to be a common problem with EPO in 4.6.x for some strange reason

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16 Replies
McAfee Employee

Re: 4.6.2 to 4.6.6 upgrade - The Local Agent Handler service is not running.

Can we confirm exactly what won't start? The agent handler and the server service are the same thing, which is apache, but you said that apache is actually running.

Is it the Application Server service that won't start?

Thanks -

Joe

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kjhurni
Level 9

Re: 4.6.2 to 4.6.6 upgrade - The Local Agent Handler service is not running.

Hi Joe,

There are 3 services that show in in the MMC:

McAfee ePolicy Orchestrator 4.6.6 Application Server

McAfee ePolicy Orchestrator 4.6.6 Event Parser

McAfee ePolicy Orchestrator 4.6.6 Server

The top two are running, the bottom one does not.

Sorry, the apache server is what won't start (that equates to the bottom one)

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McAfee Employee

Re: 4.6.2 to 4.6.6 upgrade - The Local Agent Handler service is not running.

OK, thanks

Look in the ..\apache2\logs folder - there should be various error logs. Can you attach the most recent one here?

Thanks -

Joe

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kjhurni
Level 9

Re: 4.6.2 to 4.6.6 upgrade - The Local Agent Handler service is not running.

Hi Joe,

So in the meantime, I'd opened an SR with McAfee Gold support.

They couldn't recognize the error code and there were all sorts of java errors in the apache log and it mentioning extensions that weren't updated or something.

Fortunately these are VM and I had snapped them before doing the upgrade.

So Gold support suggested I restore the snaps and retry the upgrade again.

That seems to have resolved the issue

Sorry I didn't have the old logs for you.

Just glad I remembered to snap the VM's.

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McAfee Employee

Re: 4.6.2 to 4.6.6 upgrade - The Local Agent Handler service is not running.

Okay, something very odd there then - extensions and java errors would point to the orion log, which in turn would point to the application server service rather than apache.

Anyway, glad it's OK now VM snapshots are a wonderful thing...

Regards -

Joe

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redbeardrc
Level 9

Re: 4.6.2 to 4.6.6 upgrade - The Local Agent Handler service is not running.

I ran into this a while back. In both my Prod and Dev environments.

After working with support the issue was traced to a problem where apache had an "unknown" issue with C:\Windows\SysWOW64\KernelBase.dll

The resolution was to backup the newly updated 4.6.6 directories and database of the instance having this issue. Completely uninstall and then re-install 4.6.6 clean and restore the backup.

I also needed to re-install most of the agent handlers due to the same issue on them, but once done, all is working correctly now on 4.6.6.

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hungtat
Level 7

Re: 4.6.2 to 4.6.6 upgrade - The Local Agent Handler service is not running.

I just applied the same update to my test envrionment yesterday. Same thing the server service wouldn't start. I then contacted McAfee Platinum Support (yep we use McAfee heavily) and fortunately we had a snap of the VM and backup of the database. We then rolled back everthing and made sure all server tasks were disabled prior of the install. We also ran setup.exe DEBUGOUTPUT=2 so we could each each error as they appeared. Afterward, everything is working fine.

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kjhurni
Level 9

Re: 4.6.2 to 4.6.6 upgrade - The Local Agent Handler service is not running.

Thanks for the switch (debugoutput=2).  I'll remember to use that from now on.

I know, in my case, no scheduled tasks were running (they don't run for like another 2 hours after the upgrade--in my case).

--Kevin

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hungtat
Level 7

Re: 4.6.2 to 4.6.6 upgrade - The Local Agent Handler service is not running.

My tasks were not supposed to run during the update either, but somehow disabling them fixed the issue.

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