Unable to link accounts in Trellix ePO - SaaS Cloud Bridge (Proxy settings)

Technical Articles ID: KB94929
Last Modified: 2023-02-02 04:46:28 Etc/GMT

Environment

Trellix ePolicy Orchestrator (ePO) 5.x (on-premises)
Trellix ePO - SaaS Cloud Bridge (CB) extension
Trellix ePO - SaaS

Problem

You're unable to link your ePO server to the Trellix account using the Trellix ePO - SaaS Cloud Bridge extension after you follow the steps in the Trellix ePO - SaaS Cloud Bridge 2.1.0 Installation Guide.

The issue is seen when the ePO server is behind a Proxy network.

The error below is seen in ePO when trying to link to the Trellix account:

Unable to get access/registration token from IAM service for the provided account credentials. See 'orion.log' for details

The error below is recorded in the Orion log file:

ERROR [http-nio-8443-exec-19] registration.RegistrationProxyImpl - Unable to check multi-tenancy of the given user account: <email_address>
org.apache.http.conn.HttpHostConnectException: Connect to uam.mcafee-cloud.com:443 [uam.mcafee-cloud.com/99.84.199.12, uam.mcafee-cloud.com/99.84.199.55, uam.mcafee-cloud.com/99.84.199.114, uam.mcafee-cloud.com/99.84.199.59] failed: Connection timed out: connect

Cause

The Trellix ePO - SaaS Cloud Bridge linking fails in the following scenarios:

When the ePO server is behind a proxy network
When the Proxy settings aren't configured in the ePO on-premises Server Settings page

The following advice is provided in the Trellix ePO - SaaS Cloud Bridge 2.1.0 Installation Guide under the error message section:

This error occurs if there is an issue connecting to the Trellix backend service or if the Trellix account that is associated with the email address entered is not found. This error also occurs if you type an incorrect email credential or with a valid email address and an incorrect password.

The above advice doesn't cover the Proxy server configuration problem.

Solution 1

The ePO administrator must add the Proxy server details to the ePO on-premises Server Settings page.

For help with configuring the proxy setting, see the ePolicy Orchestrator 5.10.0 Product Guide.

Solution 2

Other issues that mainly incur the same errors but have a different cause and solution are documented.

Several issues are being collated in the article below:

KB94931 - Troubleshooting unable to link accounts in Trellix ePO - SaaS Cloud Bridge

Related Information

Also see KB93922 - How to enable Single Sign On from ePO on Premises to Trellix ePO - SaaS.

Affected Products

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Unable to link accounts in Trellix ePO - SaaS Cloud Bridge (Proxy settings)

Environment

Problem

Cause

Solution 1

Solution 2

Related Information

Affected Products

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Knowledge Center

Unable to link accounts in Trellix ePO - SaaS Cloud Bridge (Proxy settings)

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Problem

Cause

Solution 1

Solution 2

Related Information

Affected Products

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