Failed to get ma info, error code <6> (McAfee Agent is unresponsive)

Technical Articles ID: KB94546
Last Modified: 2021-11-19 19:24:57 Etc/GMT

Environment

McAfee Agent (MA) 5.7.0-5.7.3, 5.6.x

Problem

The agent status monitor isn’t displayed.

Communication with the ePolicy Orchestrator server fails.

You see the error below when you try to access the monitor using the command C:\Program Files\McAfee\Agent>cmdagent.exe -i:

Failed to get ma info, error code <6>

In certain scenarios, the McAfee Agent service masvc.exe uses high CPU resources when observed in the Windows Task Manager.

Cause

From the process dump, you can see that the masvc process hangs when performing the proxy request.

Below is an extract of the stack trace. It shows the requests to get the proxy information from the masvc.exe process doesn't return the expected information.

02 00000000`0182dff0 00007fff`318579a3 winhttp!InProcGetProxyForUrl+0x1d7
03 00000000`0182e0f0 00007fff`2f10413e winhttp!WinHttpGetProxyForUrl+0x228c3
04 00000000`0182e1b0 00007fff`2f10463e ma_proxy!autoDetectProxy+0x21e [d:\build_1066224\build\ma\src\utils\proxy\ma_proxy_detect_win.c @ 700]
05 00000000`0182ec80 00007fff`2f104a1f ma_proxy!getLoggedOnUsersIESettings+0x19e [d:\build_1066224\build\ma\src\utils\proxy\ma_proxy_detect_win.c @ 808]
06 00000000`0182ee50 00007fff`2f104d6c ma_proxy!proxy_config_detect_system_proxy+0xaf [d:\build_1066224\build\ma\src\utils\proxy\ma_proxy_detect_win.c @ 919]
07 00000000`0182eff0 00007fff`2e9ec657 ma_proxy!ma_proxy_config_detect_system_proxy+0x8c [d:\build_1066224\build\ma\src\utils\proxy\ma_proxy_detect.c @ 62]

Solution

This issue is resolved in McAfee Agent 5.7.4, which is available from either the ePO Software Manager or the Product Downloads site.

To view other known and resolved issues, see KB93773 - McAfee Agent 5.7.x Known Issues.

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

Affected Products

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Failed to get ma info, error code <6> (McAfee Agent is unresponsive)

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Problem

Cause

Solution

Affected Products

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Failed to get ma info, error code <6> (McAfee Agent is unresponsive)

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