Delays adding a user to the list of Encryption Users within the ePO console

Technical Articles ID: KB95420
Last Modified: 2022-04-07 06:28:05 Etc/GMT

Environment

Drive Encryption (DE) 7.x
ePolicy Orchestrator (ePO) 5.x

Problem

When you browse to a user and make an assignment in the Encryption Users section of ePO, the process appears to complete. But, the user object doesn't appear in the list of objects that have been assigned. There are no errors when you add the user.

NOTE: Users are added in the ePO console by navigating to Menu, Encryption Users, Actions, Drive Encryption, Add User, Select Use, and then clicking OK.

Eventually, the user might get added, but it can take several hours to more than a day.

After you restart the ePO Application Server service, adding users might work successfully, but only for a short period.

There's a resolved issue discussed in KB91776 - Unable to add a user to the list of Encryption Users or user appears after a delay. This article or the present one might apply to the issue.

Cause

There can be an impact on the time it takes for DE user addition when the ePO server has other roles. For example, when you use the ePO server as an SQL Server for the ePO database and other databases (for example, Content Security Reporter), the server might manage numerous products like the CWS and related extensions.

Solution

Extending the agent to server communication intervals can help to address this behavior. Follow the recommendations provided in KB90961 - Best practices for performance and stability of your ePolicy Orchestrator environment. In the recommendations, there are ranges of time set for the agent to server communication interval. When your server has other roles, functions, and purposes (for example, hosting other databases), you might want to choose the longer area of the time range or even allow a larger interval.

It has also been shown that adjusting the VDI synchronization times to larger intervals can help with the related performance. As an example only, if your synchronizations for Azure and vSphere are set at 10 minute intervals, a starting point for testing would be to increase them to 20 minute intervals. Further interval testing might be warranted. Also, each environment has many different factors that can influence what the ideal settings should be.

Affected Products

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Knowledge Center

Delays adding a user to the list of Encryption Users within the ePO console

Environment

Problem

Cause

Solution

Affected Products

Languages:

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Title

Knowledge Center

Delays adding a user to the list of Encryption Users within the ePO console

Environment

Problem

Cause

Solution

Affected Products

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