Client always shows the System State as Inactive (unknown error, DEGO Data Channel test failed)

Technical Articles ID: KB74391
Last Modified: 2023-04-28 06:28:30 Etc/GMT

Environment

Drive Encryption (DE) 7.x
Drive Encryption GO (DEGO) 7.x

For details of DE 7 supported environments, see KB79422 - Supported platforms for Drive Encryption 7.x.

Summary

This article helps with troubleshooting known issues when the DEGO tool reports a problem with the Data Channel.

DEGO provides diagnostics regarding the readiness of an endpoint to install DE. By providing diagnostic information before the rollout of the DE product, DEGO helps the Administrator to localize endpoints containing incompatible products, defective hard drives, and other potential issues.

Problem 1

Some systems fail to activate after installing DE.

Client side:
The user sees the following in the Encryption System Status window on the client, even though the encryption policy is activated in ePolicy Orchestrator (ePO):

System State	Inactive
Volume Status	No volume information
Progress	Progress bar shows no encryption activity

ePO Console:
The administrator sees the Client System Details showing for DE:

State

In-Active

Clicking More, Disks shows the following message:

No details available, as Drive Encryption is not Active

Problem 2

At the ePO console, the DEGO utility reports the following client-side status to the ePO server:

DEGO test
Data Channel Delay	0
Data Channel Ping	Unknown error
Data Channel Response	Failed
Disk Status	Success
Product Detection	Success
S.M.A.R.T	Success
Supported Drive	Success

Cause

Typically, a data channel is blocked because of a firewall between the McAfee Agent (MA) Handler and the client.

Solution

Investigations have shown that the MA wake-up communication port (default 8081) needs to be opened.

To allow the ePO server to contact MA and transmit the data channel communication response back to the client, open the port. To access the ePO Database Configuration page to determine what the MA wake-up communication port is, see KB51465 - How to set SQL authentication account information.
To change the rules to allow specific ports to open or block traffic, see your firewall documentation.

Knowledge Center

Client always shows the System State as Inactive (unknown error, DEGO Data Channel test failed)

Environment

Summary

Problem 1

Problem 2

Cause

Solution

Related Information

Affected Products

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Knowledge Center

Client always shows the System State as Inactive (unknown error, DEGO Data Channel test failed)

Environment

Summary

Problem 1

Problem 2

Cause

Solution

Related Information

Affected Products

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