Web Gateway 9.2.3 failing to sync to cloud

[jround]

Just updated our Web Gateways from 9.2.2 to 9.2.3 and now can't sync to the cloud with the error :-

Version check failed. Failed to query SaaS version: 401

Is this version not yet compatible with the cloud servers?  I thought it would be supported being a 'minor' release in the 9.2.x branch

Also any harm in staying on this version internally until the cloud is updated? (obviously if we make any policy changes since the upgrade they won't be synced but we don't make too many usually)

[Niks]

Hi

You can crossverify what is the version supported version.Navigate to https://trust.mcafee.com/web/

Setup-->Hybrid mode.

Currently the supported version is 

Product	Version
McAfee Web Gateway	<= 9.2.x

401 is an Unauthorized error . What are  you noticing in mwg-saas-connector.errors.log

Regards,

Nikhil

[jround]

[2020-09-24 12:06:52.252 +01:00] [SaaS Connector] [StopApp] Stopping 'McAfee Web Gateway SaaS Connector version: 9.2.2 - build: 33635'.
[2020-09-24 12:07:27.694 +01:00] [SaaS Connector] [StartApp] Starting 'McAfee Web Gateway SaaS Connector version: 9.2.3 - build: 33856' - 'No FIPS mode', OpenSSL 'OpenSSL 1.1.1g FIPS  21 Apr 2020' with CipherConfigStr 'HIGH:!aNULL:!eNULL', PID 3131.
[2020-09-24 12:07:29.338 +01:00] [SaaS Connector] [InternalError] 'Failed to get active configuration: 401'
[2020-09-24 12:07:35.679 +01:00] [SaaS Connector] [InternalError] 'Failed to query SaaS version: 401'
[2020-09-24 12:09:34.394 +01:00] [SaaS Connector] [StopApp] Stopping 'McAfee Web Gateway SaaS Connector version: 9.2.3 - build: 33856'.
[2020-09-24 12:11:45.664 +01:00] [SaaS Connector] [StartApp] Starting 'McAfee Web Gateway SaaS Connector version: 9.2.3 - build: 33856' - 'No FIPS mode', OpenSSL 'OpenSSL 1.1.1g FIPS  21 Apr 2020' with CipherConfigStr 'HIGH:!aNULL:!eNULL', PID 463.
[2020-09-24 12:11:47.022 +01:00] [SaaS Connector] [InternalError] 'Failed to get active configuration: 401'
[2020-09-24 12:11:53.173 +01:00] [SaaS Connector] [InternalError] 'Failed to query SaaS version: 401'
[2020-09-24 12:13:38.241 +01:00] [SaaS Connector] [InternalError] 'Failed to get active configuration: 401'
[2020-09-24 12:13:39.408 +01:00] [SaaS Connector] [InternalError] 'Failed to query registered connector: 401'
[2020-09-24 12:13:49.505 +01:00] [SaaS Connector] [InternalError] 'Failed to get active configuration: 401'
[2020-09-24 12:13:50.581 +01:00] [SaaS Connector] [InternalError] 'Failed to query registered connector: 401'
[2020-09-24 12:13:53.289 +01:00] [SaaS Connector] [InternalError] 'Failed to query SaaS version: 401'
[2020-09-24 12:13:56.493 +01:00] [SaaS Connector] [InternalError] 'Failed to get active configuration: 401'
[2020-09-24 12:13:57.793 +01:00] [SaaS Connector] [InternalError] 'Failed to query registered connector: 401'
[2020-09-24 12:24:01.458 +01:00] [SaaS Connector] [InternalError] 'Failed to query SaaS version: 401'
[2020-09-24 12:32:24.669 +01:00] [SaaS Connector] [InternalError] 'Failed to get active configuration: 401'
[2020-09-24 12:32:25.970 +01:00] [SaaS Connector] [InternalError] 'Failed to query registered connector: 401'
[2020-09-24 12:32:47.880 +01:00] [SaaS Connector] [InternalError] 'Failed to get active configuration: 401'
[2020-09-24 12:32:49.302 +01:00] [SaaS Connector] [InternalError] 'Failed to query registered connector: 401'
[2020-09-24 12:33:04.207 +01:00] [SaaS Connector] [InternalError] 'Failed to get active configuration: 401'
[2020-09-24 12:33:05.483 +01:00] [SaaS Connector] [InternalError] 'Failed to query registered connector: 401'

[Niks · Accepted solution]

Hi

I see an incident reported in https://trust.mcafee.com/web/ for login 

Incident #53905: ePolicy Orchestrator Cloud - Service Disruption

Status:	Resolved
Start:	24/Sep/2020 05:00 (UTC)
End:	24/Sep/2020 10:00 (UTC)

CePO POD2 not working Because of network issue in Miami DC.

Impact:
- Users not able to login the Cloud EPO Pod2 and new signup and order pro-vising is impacted.

Current Status:
- Issue is resolved, Now the Cloud EPO Pod2 environment is up and running.

Can you manually try to sync and check if the policies are getting sync?

Troubleshooting-->Synchronization to Cloud -->Synchronize .

If this doesn't help I would suggest you open an SR with the feedback file.

Regards,
Nikhil

[jround]

Well I went for my lunch break, came back and now without changing anything it is all working fine!  So maybe it was just hungry 🙂

[giulio]

It worked in this way also for me.

It started to work the day after, without intervention 🙂

Thanks!