unknowns exception
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unknowns exception - 17.Nov.2009 5:36:51 AM
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sinisaj
Posts: 9
Joined: 17.Nov.2009
From: Serbia
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I have problem trough deployment of updated policy
on deployment history I got message:
The operation failed due to an unknown exception
whan I try to get debug logs for this machine I got empty window (red cirlcle with X and without message)
Also I notticed that in status/agents window, under "protection policy" workstation with this error does not have enything (empty field). I have 6 different defined policies. When I try to add morkstation to new group get message " The following computers are already controlled"
can enyone help me with this?
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RE: unknowns exception - 23.Nov.2009 7:07:07 AM
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sinisaj
Posts: 9
Joined: 17.Nov.2009
From: Serbia
Status: offline
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Hi Zolll,
Cople minutes ago my colleagues upload requested info on FTP, folder ProCredit, can you check it?
_____________________________
Sinisa Jankovic
IT security officer
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RE: unknowns exception - 23.Nov.2009 10:06:19 AM
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Zolll
Posts: 236
Joined: 15.Jun.2005
Status: offline
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sinisaj,
Thanks for the files you have sent us. Although you have sent us only the debuglog files and not the comlete troubleshooter files (which include also your current configuration) we were able to check out briefly the source of the issue. The problem lies in the increased number of computers you have configured which send beeps to the main in order to inform this about their status (being online, offline and so on). Because of the very large number of computers, your sever cann't process the messages in real-time and at a moment it will be unable to update files in real time.
We are going to simulate your situation in our test environment and check whether we can implement any optimizations to overcome these issues.
From your side, a workaround would be to:
1. Decrease the number of computers controlled by your server machine. Please note that you can install several main EndPointSecurity applications (on different machines) and assign each of them a smaller number of computers. Practically you divide your controlled agents among several main EndPointSecurity installations, each controlling a well defined set of agents.
2. Upgrade server hardware in order your main EndPointSecurity installation has more processing power.
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RE: unknowns exception - 24.Nov.2009 2:17:50 AM
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sinisaj
Posts: 9
Joined: 17.Nov.2009
From: Serbia
Status: offline
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Hi Zolli,
I also notice problem with performance, but I think it only affect in 100% processor time during update. During installation, noone tell us that we need several servers to maintain 1800 workstations (number of licenses which we bought).
Next, just few days ago I ad one more branch into policy, it is around 40 workstations, and all works fine, problem is in around 45 worstations (from around 1500) which does not get update, just them.
As I mentioned before, in application, in status/agents window, under "protection policy" workstation with this error does not have enything (empty field). All other workstations belong to some policy, and it visiable there. Revieweing all policies, I can not find any of this 45 workstations IP adresses in them.
Unfortunately I can not attach picture to show you that. Is there any way to uninstall agent from this workstations? (I can not see them in console, just in screen status/agents but from there uninstall in imposible) or maybe to delete it from the console and try to install again?
I got filling that problem is that worstations does not belong to any policy
waiting for your response
_____________________________
Sinisa Jankovic
IT security officer
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RE: unknowns exception - 24.Nov.2009 2:34:43 AM
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Zolll
Posts: 236
Joined: 15.Jun.2005
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sinisaj,
In order we can check out the issue you mentioned regarding some workstations not appearing in any policy, we need your configuration files. These files are not included in the debug log files you have sent us, but they are included in the troubleshooter files which are generated automatically by the troubleshooter tool. Please follow the link I gave you in my first post to see how troubleshooter files can be generated and once ready, provide us with these files the same way as you previously did for the debug log files.
Also, it's very important that you tell us the ip addresses or address ranges of the workstations that are not being shown in your policies (although added previously, as you said) in order we can track them down. If I'm understanding you well, once you try to add these agents again to the protection policies the application fails to do this, stating that they are already controlled, right?
Regarding manual remove of the agents, we have a solution for this but you have to contact our support in order to obtain it.
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RE: unknowns exception - 24.Nov.2009 3:06:24 AM
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sinisaj
Posts: 9
Joined: 17.Nov.2009
From: Serbia
Status: offline
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Hi
This is exacly how I create troubleshooter files yesterday and send it to you, is there any specific files which is missing? (trouble.exe create this zip) but Igenerate it again, and send you on same location, folder procredit2
there is also list of IP adresses without protected policy and list of addresses (from same subdomen) with protected policy.
Yes, if I try to add policy on one of this IP adresses without preotected policy, I got message that thay are already protected.
_____________________________
Sinisa Jankovic
IT security officer
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RE: unknowns exception - 24.Nov.2009 8:03:26 AM
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Zolll
Posts: 236
Joined: 15.Jun.2005
Status: offline
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sinisaj,
I am sorry that I asked from you all the files again, in fact we had them all, it just slipped my attention. My bad, sorry. However, I have checked out the hardware configuration of your server machine and I can tell you for sure that all the failures regarding the status of the agents are due to lack of hardware resources. An Intel Pentium 4 single-core CPU at 2.4 Ghz and with 1 GB of RAM isn't enough to handle the intensive operations generated by those 1500 computers you have. As I told you before, please consider upgrading your hardware or try distributing the workload on several machines if that is possible.
Although the reason of the failure has been determined, we will still conduct some stress tests in our simulated environment in order to get a more complete picture regarding the application's behaviour when the system's resources are getting exhausted.
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RE: unknowns exception - 25.Nov.2009 4:01:33 AM
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sinisaj
Posts: 9
Joined: 17.Nov.2009
From: Serbia
Status: offline
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OK, I will spoke with collegues can they find me stronder hardware.
Is there any procedure how to move console to another machine? (regardin conectivity with console, importing exporting configuration etc)
_____________________________
Sinisa Jankovic
IT security officer
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RE: unknowns exception - 25.Nov.2009 5:19:09 AM
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Zolll
Posts: 236
Joined: 15.Jun.2005
Status: offline
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Sinisa,
Moving the main application to another machine is pretty simple and straight-forward. Briefly, you have to perform the following steps:
- Export you configurations into a file
- Install the new instance of the main application on to the desired machine
- Import the configuration file
- Update your agents
Details on importing/exporting and other operations you can find in the product manual.
Let me know if you need further help on this. Anyway, once we have analyzed the stress-test scenarios and implemented any optimizations on the product, I will let you know immediately. If possible, I will provide you with an update in order you can handle your increased number of agents as smoothly as possible.
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RE: unknowns exception - 25.Nov.2009 6:03:46 AM
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sinisaj
Posts: 9
Joined: 17.Nov.2009
From: Serbia
Status: offline
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Ok, thanks
I am waiting for futher instruncions
_____________________________
Sinisa Jankovic
IT security officer
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RE: unknowns exception - 2.Dec.2009 6:58:28 AM
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sinisaj
Posts: 9
Joined: 17.Nov.2009
From: Serbia
Status: offline
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HI Zolll
is there any progres regarding my problem?
Merphy never sleeps, now one very important user (General manager assistant) need update of policy but I can not do it because it is one of mentioned WS which can not update. Is there any whay how I can put this WS in appropriate policy?
I was thinking obput manual uninstall but I do not have recources to do it on around 45 WS (process is not so simple and must include first full backup of user machine)
thanks in advance
_____________________________
Sinisa Jankovic
IT security officer
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RE: unknowns exception - 3.Dec.2009 3:42:33 AM
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Zolll
Posts: 236
Joined: 15.Jun.2005
Status: offline
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Sinisaj,
We have made some optimizations and improvements on the modules which handle the agents, it is already being tested and most probably we will have a new patch. The exact date of release I can't tell you know but I will let you know once ready. With this patch you should not get any more to a deadlock situation in which due to lack of resources you got some agents partially present in your configurations. Could you tell me please the name of the computer with the problem so I can look up the configuration files and see whether I can identify the cause of the issue?
Thanks
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RE: unknowns exception - 14.Dec.2009 9:34:39 AM
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sinisaj
Posts: 9
Joined: 17.Nov.2009
From: Serbia
Status: offline
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Hi Zolll,
sorry for late rsponse, I was on business trip.
some of worstations whith problems are
192.168.8.88
192.168.8.72
192.168.8.79
192.168.8.132
_____________________________
Sinisa Jankovic
IT security officer
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RE: unknowns exception - 15.Dec.2009 8:57:47 AM
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Zolll
Posts: 236
Joined: 15.Jun.2005
Status: offline
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sinisaj,
Below you have a patch that should improve somewhat the perfomance of the main application and adds several fail-safe mechanisms in order to keep configurational data safe even in stress-scenarios. Please download the file and follow the instructions within the archive:
http://clientsupport.gfi.com/2009_12_15_01_ESEC4Patch.zip
I have checked the computers you reported problems with, the reason why they do not appear in security policies is because their policy's configuration files have been deleted (are missing!) from your server machine. I have no idea why these files got deleted (maybe accidentaly from your side?), if you wish to save these computers could try the following:
- Make an export of your computers from the main application
- To be completely safe, stop the EndPointSecurity service and main application and make a full backup of your EndPointSecurity folder
- Completely uninstall EndPointSecurity, delete the configuration files too!
- Install the application again and before starting it, apply the patch
- Import the previous configuration OR simply just wait for the agents to appear as newly detected computers and add them in the desired policies
Please be aware that since you have missing configuration files, the above procedure is not guaranteed at all to work.
An alternate solution in order to eliminate the erroneous computers from your configuration files and without the need of re-installing the application or performing export/import operations would be to:
- Stop the application and the service as well
- Make a backup of your toolcfg_computers.xml file, then edit the original file manually
- Manually remove each <Computer> node from the file for those machines which have problems. Do not forget to remove the whole node, stating with the tag <Computer> and ending with </Computer> tag.
- Save xml file, restart the application and the service. If on the machines which were removed the agent still exists, they will report to the main application and can be easily added to a security policy. If not, you can add them manually to the desired policy.
I hope this helps and let me know if you encounter any difficulties.
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