Performance issues seen in the ePO console, systems reporting to blank handler, system properties aren't updated

Technical Articles ID: KB91014
Last Modified: 2023-07-26 10:43:59 Etc/GMT

Environment

ePolicy Orchestrator (ePO) 5.10.0, 5.10 Update 1–8

Problem 1

You observe the following at the ePO console:

Performance issues
System properties aren't updated
No name is listed in the Agent Handler (AH) page

The McAfee Agent status monitor on the endpoint indicates that the agent-server communication interval (ASCI) is successful. But, when you view the last communication time for the client in the ePO console, the time isn't the current time.

Other computer properties on the client system, which have changed since the last successful ASCI, might not get updated. Some examples might include the IP address or MAC address. But, the issue can occur with any of the computer properties.

Problem 2

When you navigate to the AH page, the "Systems Per Handler" section shows either of the following:

An AH with no name
A blank AH that client computers report to

You also notice that when you drill into this AH, the client system shows a 'blank' handler for the recent communication time. If you delete one of the systems from the ePO System Tree and allow it to connect back, the system continues to communicate to the 'blank' handler. The number of systems that communicate with the AH grows over time.

Problem 3

The EPOComputerPropsStaging table in the ePO database is large or contains a rowcount value of more than 10,000. The table consistently grows over time.

To confirm the rowcount of the EPOComputerPropsStaging table, run the SQL query below:

select count (*) as RowCountOfPropsStaging from EPOComputerPropsStaging with (nolock)

NOTE: For help with the above query, see KB67591 - How to run a SQL script provided by Technical Support against the ePolicy Orchestrator database.

Cause

A design change implemented in ePO 5.10 uses EPOComputerPropsStaging as an intermediate table for computer properties.

When an ASCI completes, the properties are first written to the EPOComputerPropsStaging table. Then, a worker thread periodically runs to take these properties and write them to other tables in the database.

When an invalid value for an IP address or IPV4 address is written to EPOComputerPropsStaging, the following occur:

The worker thread fails to remove the invalid entry from the table.
All subsequent entries fail to be removed.

Solution

This issue is resolved in ePO 5.10.0 Update 9, which is available from the Product Downloads site.

NOTE: You need a valid Grant Number to access the update.

To view other known and resolved issues, see KB90382 - ePolicy Orchestrator 5.10.x Known Issues.

Workaround

This workaround temporarily alleviates the symptoms, but the issue might return at any arbitrary time in the future.

Use the following query to determine if you have one or more invalid IP addresses in the EPOComputerPropsStaging table:

select * from EPOComputerPropsStaging with (nolock)
where PropValue like '%:%' and PropValue like '%.%'
and (Propkey = 'IPAddress' or PropKey = 'IPv6')

If the query returns one or more results, use this query to remove the invalid entries, which allow the staging table to be purged:

delete from EPOComputerPropsStaging
where PropValue like '%:%' and PropValue like '%.%'
and (Propkey = 'IPAddress' or PropKey = 'IPv6')

Affected Products

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Knowledge Center

Performance issues seen in the ePO console, systems reporting to blank handler, system properties aren't updated

Environment

Problem 1

Problem 2

Problem 3

Cause

Solution

Workaround

Affected Products

Languages:

Title

Title

Knowledge Center

Performance issues seen in the ePO console, systems reporting to blank handler, system properties aren't updated

Environment

Problem 1

Problem 2

Problem 3

Cause

Solution

Workaround

Affected Products

Languages:

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Title

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