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Agent loses the connection to the ePO 5.1 Server

Hi Everybody

I have set up a new Server with ePO 5.1. For testing I integrated a Computer to the ePO Server. The Agent installation went good and without error. The connection between the Agent and the ePO Server was successful and it was possible to download the DAT to the Agent. But when I checked the Agent on the Computer on the next day, there was an errror and the Agent lost the connection.

So when i restart this three services on the Server, the Agent to Server Communication is working, but only for about one day.

Services on the Server to restart:

- McAfee ePolicy Orchestrator 5.1 Application Server

- McAfee ePolicy Orchestrator 5.1 Event Parser

- McAfee ePolicy Orchestrator 5.1 Server

the error in the Agent Monitor on the Computer is:

error in the communication between agent and epo server

It is frustrating, every day I have to restart the services so that the Agent can communicate with the Server.

I would be very gratful if you could help me

kind regardds

Jan

19 Replies

Re: Agent loses the connection to the ePO 5.1 Server

Hi Jan,

Please, make sure you have loglevel 8 set in your ePO.

McAfee KnowledgeBase - How to enable Log Level 8 for ePolicy Orchestrator troubleshooting

Once the loglevel 8 is set, please reproduce the issue and get the server.log.

Can you please upload the server.log to have a look?

Regards,

José María

Re: Agent loses the connection to the ePO 5.1 Server


Hi José Maria

Ok I have set Loglevel 8 on the ePO Server.

So t reproduce the error I have to wait until tomorrow morning (in 17 houres) and then I can upload the server.log file I hope.

Thanks and regards

Jan

Re: Agent loses the connection to the ePO 5.1 Server

Great,

Looking forward to check the log and see what is in there,

Regards,

José María

Re: Agent loses the connection to the ePO 5.1 Server

Hi

Here is the server.log file you want.

I selected the part of the log where you can see that the server has problems.

Here it is:

serverlog1.PNG

serverlog2.PNG

Sorry I had to take pictures, because I couldn't paste the text in this formular.

I hope you see the problem and can help me.

Thank you an regards

Jan

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Re: Agent loses the connection to the ePO 5.1 Server

Hi,

This issue occur only when ePO server was busy and unable to handle incoming calls, This issue was identified with McAfee Agent version 4.6. If you check McAfee agent logs locally you will find error 2400 which is related to network issue.

Could you please check if machine is reporting to ePO console or not? If not upgrade to Agent 4.8 and see if it fixes the issue or not.

I have worked on this issue where sometimes machines will give this error but with ePO communication it was fine, as It is bug in Agent 4.6 version.

Re: Agent loses the connection to the ePO 5.1 Server

Hi,

ok do you know why the server is too busy to handle incoming calls? We have ePO Server 5.1 and on the machine an agent 4.8.

I see error 3608

agentlogfile.PNG

on the epo the statusbar is green. Everytime this error appears I have to restart three services on the server and then the connection between the agent and epo server works.

ok so you have another idea?

Thank you and regards

Jan

Re: Agent loses the connection to the ePO 5.1 Server

Hi Jan,

Thanks for the Picture.

Could you please search for the Machine name which you have the problema in the server.log and show us a few lines before and after where the connection fails?

Best regards

José María

Re: Agent loses the connection to the ePO 5.1 Server


Hi José Maria,

I have problems with posting pictures :/ I will try it later to send you the log file pictures

regards

jan

Re: Agent loses the connection to the ePO 5.1 Server

Ok cool Jan, when you can.

Regards,

José María