The wakeup feature is not enabled on this agent

Technical Articles ID: KB85012
Last Modified: 2023-09-01 04:41:24 Etc/GMT

Environment

Trellix Agent (TA) 5.x

Problem

An error can be recorded when you try to send a wake-up call. The error is seen after you select the option to send the wake-up call from a specific Agent Handler, and select a Remote Handler instead of a local handler.

The Server Task Log records the following after you click the Subtasks tab and drill into the failed subtask:

The wakeup feature is not enabled on this agent

You see a message similar to the following in the Server_<computer_name>.log on the handler that tries to send the wake-up call:

E #01648 NAIMSERV AgentWakeup.cpp(181): Server failed to wake up <client machine name> because the agent wakeup feature is turned off in the policy, removing the entry from the workQueue, detailed error = -403

Cause

There are multiple situations that can cause this error to occur:

The Enable agent wake-up call support option in the agent policy is disabled.
The Agent Handler that initiates the wake-up call is disabled in the ePO console under Menu, Configuration, Agent Handlers.

NOTE: You can verify the enabled and disabled state of each handler by selecting Agent Handlers under the Handler Status section.
In one instance, we saw that this issue occurred only on client computers that were using agent 5.0. The issue wasn't seen on client computers that were using agent 5.0.1.
We weren't able to collect specific troubleshooting data for this one occurrence. But, if you see this issue with agent 5.0, and you can confirm that the conditions above don't exist, the recommendation would be to upgrade the client computer to agent 5.0.1.

Solution

Verify the following:

The Enable agent wake-up call support option in the agent policy is enabled.
The Agent Handler that initiates the wake-up call isn't disabled in the ePO console under Menu, Configuration, Agent Handlers.
If this handler is disabled, do either of the following:
- Enable the Agent Handler
- Send the wake-up call from another handler that isn't disabled.
The Agent has been upgraded to agent 5.5.0 or later.
The Agent General policy Accept connections only from the ePO server isn't selected.

Customers who require further assistance, must contact Support.

IMPORTANT: The following files are required for Technical Support:

Minimum Escalation Requirements (MER) files for your specific product. For information about downloading the MERs for each product, see KB59385 - How to use MER tools with supported products.
Other files and logs, as requested by Technical Support.

To contact Technical Support, go to the Create a Service Request page and log on to the ServicePortal.

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The wakeup feature is not enabled on this agent

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Solution

Affected Products

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The wakeup feature is not enabled on this agent

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Solution

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