Remote Agent Handlers intermittently switch status between Active and Inactive in ePolicy Orchestrator 5.10

Technical Articles ID: KB91178
Last Modified: 2023-07-26 10:48:01 Etc/GMT

Environment

ePolicy Orchestrator (ePO) 5.10.0 with or without Update 1 or 2

Problem 1

The Agent Handler (AH) status flips intermittently between Active and Inactive when viewed in the ePO console AH page.

Agents randomly show a red status when sending events.

Problem 2

The Orion.log file records the following:

Warn	[http-nio-8443-exec-14] : Information.ServerInfo - Error getting drive's free space java.sql.SQLException: Database 'ePO_Name_Events' does not exist. Make sure that the name is entered correctly.
FATAL	[http-nio-8443-exec-11] : information.ServerInfo - Unable to reset database for connection java.sql.SQLException: Client ePO_Name / Server ePO_Name old database mismatch. \Agent Handler\DB\RepoCache\downloading\_Software__replica_log.1), error=3
E	UrlCacheObject.cpp(141): Error writing data to target computer

The Server.log file records the following:

E	UrlCacheObject.cpp(141): Error writing data to target computer
E	UrlCacheObject.cpp(372): Error opening C:\Program Files (x86)\McAfee\Agent Handler\DB\RepoCache\downloading\_Software__replica_log.1 (actively being downloaded) for streaming to client, system error 3

The EventParser.log file records the following:

E	Source\server.cpp(1128): Failed to process file C:\Program Files (x86)\McAfee\Agent Handler\DB\Events\70dd4661-a1c5-4bc8-b4c5-e3f0a6005f54-mc_20181213164914358429496172400000938.txml, XML file error count 1
E	epoevents_dao.cpp(329): COM Error 0x80040E31, source=Microsoft SQL Server Native Client 11.0, desc=Query timeout expired, msg=IDispatch error #3121

System Change

Upgraded or installed ePO 5.10.0.

Cause

AH (Apache) threads that are responsible for updating a value within the SQL database, which is used to track handler activity, are busy processing computer properties.

Solution

This issue is cosmetic. The AHs in question continue to receive and process incoming connections from managed Agents.

This issue is resolved in ePolicy Orchestrator 5.10.0 Update 3, which is available from the Product Downloads site.

NOTE: You need a valid Grant Number for access.

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

Workaround

We investigated this issue and a Proof of Concept (POC) Build is currently available to resolve the issue. To obtain the POC Build, log on to the ServicePortal and create a Service Request. Include this article number in the Problem Description field.

Affected Products

Languages:

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Knowledge Center

Remote Agent Handlers intermittently switch status between Active and Inactive in ePolicy Orchestrator 5.10

Environment

Problem 1

Problem 2

System Change

Cause

Solution

Workaround

Affected Products

Languages:

Title

Title

Knowledge Center

Remote Agent Handlers intermittently switch status between Active and Inactive in ePolicy Orchestrator 5.10

Environment

Problem 1

Problem 2

System Change

Cause

Solution

Workaround

Affected Products

Languages:

Choose your region

Title

Title