Remote Agent Handler fails to connect to the database after changing the database credentials

Technical Articles ID: KB75333
Last Modified: 2022-03-21 08:38:27 Etc/GMT

Environment

ePolicy Orchestrator (ePO) 5.x

Summary

Important background details:
The Remote Agent Handler must have the same ePO 5.10 Update version installed as what is installed on the ePO server. When you run the repair, it installs only the base files. Thus, post the repair, you must install the ePO 5.10 Update on the Agent Handler.

Key Points:

After the repair is complete, the entry in the ssl.conf file states SSLProtocol all -SSLv3 -SSLv2.
When you’ve applied the ePO 5.10 Update # to the Agent Handler, you'll see the base reference in the ssl.conf file SSLProtocol +TLSv1.2.
The default location for ssl.conf is C:\Program Files (x86)\McAfee\ePolicy Orchestrator\Apache2\conf.
An Agent Handler base install can install TLS 1.0, 1.1, or 1.2.
In order for the Agent Handler to only listen on TLS 1.2, you must reapply the current ePO 5.10 Update # that the ePO server is currently applied with.

An overview of the Agent Handlers process to be followed:

Repair the Agent Handler software.
Update the credentials.
Apply the ePO 5.10 Update # that the ePO server currently has installed. If ePO 5.10 is on Update 12, you must install Update 12 on the Agent Handler.

Problem 1

After you change the credentials used to access the ePO database, the credentials fail to update on the remote ePO Agent Handler.

The Server.log file on the remote Agent Handler displays the error below:

E #3936 COM Error :80040e4d in DAL2_CConnection::GetConnection
E #3936 Meaning = IDispatch error #3149
E #3936& Source = Microsoft OLE DB Provider for SQL Server
E #3936& Description = Login failed for user '<username>'.

Problem 2

The database connection information, such as the SQL Server name or port, has changed and Agent Handlers can no longer connect to the ePO database.

Solution 1

Modify the remote Agent Handler settings:

On the Agent Handler server, find the Agent Handler folder you extracted from the ePO software installation package.
Double-click Setup.exe. The Agent Handler InstallShield wizard runs.
Click Next.
On the Program Maintenance dialog box, click Modify.
Configure the following settings:
1. Type the computer name of the ePO server with which the Agent Handler must communicate.
2. Specify the port to use for the Agent Handler-to-server communication. The default port is 8444.
  
  NOTE: Using the default port enables the Agent Handler-to-server communication to be performed using only port 8444. You can optionally specify port 8443. Port 8843 is the console-to-application server communication port. Specifying this port requires that port 8444 remains available for the Agent Handler communication.
3. Type the ePO administrator username and password of a user with global administrator rights.
4. Click Next to use the ePO administrator credentials to access the database.
  
  NOTE: The credentials you use must be assigned the appropriate SQL Server role and permissions.
Configure the credentials to access the database as follows, and then click Next:
- Database Server with instance name. Example: DB-SERVER\SERVERNAME
- Authentication type
- Domain name where the restored database server is hosted
- User name and password
- Database name, if not provided automatically
Click Install.
When the install is complete:
1. Stop the Agent Handler services.
2. Run the Repair option of the ePO 5.10 Update # (the version that is already applied). For example, ePO 5.10 Update 10.
  
  NOTES:
  - This step is needed because the original installation files are used, and they replace the cumulative updated files. For example, ssl.conf.
  - Running the Update # Repair option puts the Agent Handler back on a matching Update version to what ePO and all other Remote Handlers are on.
3. After applying the ePO 5.10 Update, review the ssl.conf file, and verify that the entry states SSLProtocol +TLSv1.2 .
After the installation is complete, enable your remote Agent Handler from within the ePO interface.

Solution 2

Use msiexec to access the remote Agent Handler's installation menu:

Open an administrator command prompt.
Execute the following command, depending on which version of ePO is installed:

5.10.0 Agent Handlers:

msiexec /I{72E9A6B1-F36E-4283-9867-A283B46D9C7D}

5.9.x Agent Handlers:

msiexec /I{02B9D76A-FFF2-44B8-94BC-B5E7C8DBA5A4}

Continue within the installation wizard as described in step 4 of Solution 1 above.

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Remote Agent Handler fails to connect to the database after changing the database credentials

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Problem 1

Problem 2

Solution 1

Solution 2

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Remote Agent Handler fails to connect to the database after changing the database credentials

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Solution 1

Solution 2

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