Agent failed to communicate after deployment (AGENTGUID is missing)

Technical Articles ID: KB93904
Last Modified: 2023-08-10 11:38:47 Etc/GMT

Environment

ePolicy Orchestrator (ePO) 5.10.x, 5.9.x
McAfee Agent (MA) 5.7.x, 5.6.x

Problem

Although the agent installation is successful, the AGENTGUID is missing. The missing GUID causes the agent-to-server communications to fail.

The errors below are recorded in the maconfig.log file on the client (Usertemp\McAfeeLogs):

maconfig(13540.3684) maconfig.Info: Starting agent provisioning.
maconfig(13540.3684) maconfig.Debug: disabling service configuration failover actions
maconfig(13540.3684) maconfig.Debug: disabling service configuration failover actions passed
maconfig(13540.3684) maconfig.Debug: disabling service configuration failover actions
maconfig(13540.3684) maconfig.Debug: disabling service configuration failover actions passed
maconfig(13540.3684) maconfig.Debug: disabling service configuration failover actions
maconfig(13540.3684) maconfig.Debug: disabling service configuration failover actions passed
maconfig(13540.3684) maconfig.Info: agent provisioning started
maconfig(13540.3684) maconfig.Info: agent db check started
maconfig(13540.3684) maconfig.Info: check all db files.
maconfig(13540.3684) maconfig.Info: check ma db file.
maconfig(13540.3684) crypto.Info: Crypto logger used <00000000024E81B0>
maconfig(13540.3684) crypto.Debug: Using C:\ProgramData\McAfee\Agent\keystore as keystore path
maconfig(13540.3684) crypto.Debug: Using C:\ProgramData\McAfee\Agent\certstore as certstore path
maconfig(13540.3684) crypto.Debug: Using C:\ProgramData\McAfee\Agent\crlstore as crlstore path
maconfig(13540.3684) crypto.Debug: Using C:\ProgramData\McAfee\Agent\ as crypto lib path
maconfig(13540.3684) crypto.Info: Key imported successfully and recognized in RSA format
maconfig(13540.3684) crypto.Info: Key imported successfully and recognized in RSA format
maconfig(13540.3684) crypto.Debug: Successfully initialized crypto library
maconfig(13540.3684) maconfig.Debug: server keys not valid
maconfig(13540.3684) maconfig.Error: Setting up agent key store failed , moving to unmanaged mode
maconfig(13540.3684) maconfig.Info: check db file <ma.db>.

The errors below are recorded in the masvc_<computer_name>.log on the client:

masvc(9044.13040) msgbus.Debug: <ma.service.io> service found in router
masvc(9044.13040) msgbus.Debug: Calling lookup callback in async way with status <0> from ep lookup <000000000217EAD0>
masvc(9044.13040) msgbus.Debug: uv timer data(00000000021EC8C0)
..
masvc(9044.13040) msgbus.Debug: local broker look up succeeded for service <ma.service.io> and started timer with timeout <5000> for request <0000000002150930>
masvc(9044.13040) msgbus.Debug: Added request object <0000000002150930> into request manager
masvc(9044.13040) msgbus.Debug: Endpoint <ma.service.io> request successfully initiated
masvc(9044.13040) loop_worker.Trace: loop worker successfully processed a message, still 31 more to go...
masvc(9044.13040) msgbus.Debug: Message bus request <0000000002150930> lookup cb is invoked with status <0> from ep lookup <000000000217EAD0>
masvc(9044.13040) msgbus.Debug: Sending message to router - correlation id <1> ephemeral name buffer <ma.internal.request.00002354.1>
masvc(9044.13040) msgbus.Trace: Checking the authentication level of requesting peer ...
masvc(9044.13040) msgbus.Trace: Server <ma.service.io> received a request message...
masvc(9044.13040) msgbus.Trace: setting the auth info
masvc(9044.13040) msgbus.Trace: calling server callback in I/O thread
masvc(9044.13040) ioservice.Info: IO service received the message.
masvc(9044.13040) ioservice.Debug: IO service received agent info request.
masvc(9044.13040) ma_info_handler.Debug: Received get agent info request.
masvc(9044.13040) ma_info_handler.Debug: creating agent info response.
masvc(9044.13040) msgbus.Debug: topic <ma.info.events.publish> reachability <1>
masvc(9044.13040) loop_worker.Trace: scheduled an async work request, now has 32 pending work requests
masvc(9044.13040) msgbus.Debug: Timer callback is Invoked for request <0000000002150930>, request name <ma.internal.request.00002354.1>
masvc(9044.13040) msgbus.Debug: message bus request Released

Cause

The MA package is created without the needed ASCI 2048 key. The files below are zero byte (0 KB):

req2048seckey.bin
req2048pubkey.bin

The Framepkg.exe is created from a set of files available in the MA installation folder. The installation folder contains zero-byte files.

When running the installation package, the zero-byte files cause the installer to skip writing the AGENTGUID string to the registry.

To verify whether you have this issue, perform the simple test below:

Open MA Monitor.
Click Agent Settings.

If the AGENTGUID is blank, it's confirmed that the bin files are zero bytes.

Solution

Step 1 - Create a new key:

Log on to the ePO console.
Navigate to Configuration, Server settings.
Select Security Keys and click Edit.
Under Agent-server secure communication keys, click New Key.
Type in a name for the key.
Select the options below:
- 2048
- Make this key the Primary
Save the changes.

Step 2 - Replace the installation package:

Navigate to Software, Master Repository.
Delete the existing MA package from the respective branch.
Check in the new package.

Step 3 - Verify whether the (.bin) files aren't zero bytes:

On the ePO server, open a file browser and navigate to the ePO installation folder. The default path is as follows:

C:\Program Files (x86)\McAfee\ePolicy Orchestrator\DB\Software\Current\EPOAGENT3000\Install\0409
Verify that the two keys listed below are 2 KB and 1 KB, respectively:

req2048seckey.bin
sr2048pubkey.bin
Copy the framepkg.exe file from the 0409 folder and use it to install MA successfully on the client.

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Agent failed to communicate after deployment (AGENTGUID is missing)

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