Failed to process the secure communication request (error=12002)

Technical Articles ID: KB93643
Last Modified: 2022-05-11 18:52:31 Etc/GMT

Environment

ePolicy Orchestrator (ePO) 5.10.x

Problem

The ePO managed clients fail to send events to the Agent monitor.

The Masvc_<system_name>.log file records the errors:

masvc(7196.14004) ahclient.Info: Network library rc = <1008>, Agent handler reports response code <503>.
masvc(7196.14004) ahclient.Info: Agent handler reports server busy. response code 503.
masvc(7196.14004) ahclient.Debug: Spipe connection to site https://10.10.10.100:443/spipe/pkg?AgentGuid={8195bd71-19fe-426a-9fe3-a69bcf0e3c54}&Source=Agent_3.0.0&TenantId=1585567D-0996-40B5-A795-287D81D9F5EC succeeded.
masvc(7196.14004) ahclient.Debug: Cache current site for further spipe connection.
masvc(7196.14004) msgbus.Debug: Endpoint <ma.service.io> creation successful, reachability: <0>, timeout: <5000>, priority: <0>, thread model: <0>
masvc(7196.14004) msgbus.Debug: Endpoint <ma.service.io> option <0x10004> set, return value is <0>
masvc(7196.14004) msgbus.Debug: Endpoint <ma.service.io> option <0x10002> set, return value is <0>
masvc(7196.14004) msgbus.Debug: Endpoint <ma.service.io>, Send And forget call
masvc(7196.14004) msgbus.Debug: Messagebus Request object Created
masvc(7196.14004) msgbus.Debug: Endpoint <ma.service.io> succeessfully submitted request to loop worker
masvc(7196.14004) msgbus.Debug: message bus request Released
masvc(7196.14004) msgbus.Debug: Endpoint <ma.service.io>, submitted loop worker request
masvc(7196.14004) ahclient.Debug: ePO communicating source ip<192.168.8.101> msg sent
masvc(7196.14004) msgbus.Debug: Endpoint <ma.service.io> release
masvc(7196.14004) ahclient.Info: Spipe connection response received, network return code = 1008, response code 503.
masvc(7196.14004) event.Error: Agent failed to send events
masvc(7196.14004) msgbus.Debug: topic <ma.logger.msg.pub.topic> reachability <1>
masvc(7196.14004) ahclient.Info: Agent communication session closed

The server_<system_name>.log file records:

E #04296 MCUPLOADSecureHttp.cpp(984): Failed to send HTTP request. Error=12002 (12002)
E #04296 NAIMSERV server.cpp(637): Failed to send request, err=0x80004005, HTTP status code=0
E #04296 NAIMSERV server.cpp(1035): Error sending data channel message to application server
..
E #07124 MOD_EPO mod_epo.cpp(335): Server is too busy (245 connections) to process request
I #07124 MOD_EPO epo request processed, rc=503, session ID=153841, session time=0ms
X #07124 MOD_EPO mod_epo.cpp(341): Current open sessions=244
..
I #07532 EPODAL ePolicy Orchestrator configured to run in SINGLE-TENANT (On-Prem) mode.
I #07532 NAIMSERV Database initialization: Succeeded.
I #07532 NAIMSERV Policy Manager initialization: Starting.
I #07532 EPODAL Successfully initialized database access for [RGC\MSSQLSERVER,51102].[ePO4_COL-EPO-01]
I #07532 NAIMSERV Policy Manager initialization: Succeeded.
I #07532 NAIMSERV Server state at startup: Enabled
I #07532 EPODAL ePolicy Orchestrator configured to run in SINGLE-TENANT (On-Prem) mode.
I #07532 NAIMSERV Generating temporary Apache user
I #07532 NAIMSERV Checking to see if the ePO server (RGC.Sahas.local.local:8443) is available. We will try 12 times.
E #07532 MCUPLOADSecureHttp.cpp(694): Failed to send HTTP request to server RGC.Sahas.local for command name epo.command.isAdmin on port 8444. (error=12002)
E #07532 MCUPLOADSecureHttp.cpp(883): Failed to process the secure communication request (error=12002)
I #07532 NAIMSERV The Agent Handler successfully connected to the ePO server.
E #07532 MCUPLOADSecureHttp.cpp(694): Failed to send HTTP request to server for command name epo.command.areServerCertsValidCmd on port 8444. (error=12002)
E #07532 MCUPLOADSecureHttp.cpp(883): Failed to process the secure communication request (error=12002)

Cause

The open sessions from the ePO Server service (Apache), to the Tomcat service through port 8444, have reached a limit. This limit causes the Apache service to fail to contact the Tomcat service via a fully qualified domain name (FQDN).

A network problem might exist between the ePO Server or a Remote Agent Handler.

Solution

Test the connectivity from the problem server using the remote command via port 8444.

NOTES:

In the examples below, you must specify either the FQDN or the host name. In the example below RGC.Sahas.local is used.
The name of the server is recorded in the server_<system_name>.log file.

Open locally any web browser.
Type the following command. Replace RGC.Sahas.local with either the FQDN or host name, as found in the server_<system_name>.log.

https://RGC.SAHAS.Local:8444/remote/core.get-status
If you see error below, you have a network issue to investigate and resolve:

init:tru OK, multi-tenant:false, maintenance false

NOTE: You can use the following alternative URLs in your test, after replacing localhost with either the FQDN or host name:

https://localhost:8444/remote/ext.list.do
https://localhost:8444/remote/core.list-plugins.do
https://localhost:8444/remote/core.help

Affected Products

ePolicy Orchestrator 5.10.x

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Failed to process the secure communication request (error=12002)

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