Machines Not reporting to EPo

[GimarVivero]

Some machines suddenly does not report to EPo. Checking done on EPo/server side: -machine pingable both web app and server -Agent wakeup successful. Some machines use NetBios, Some use DNS -Checking Agent on the products installed on the system shows Date reported is up to date, with status Successfull. Checking done on Workstation side: -EPo server pingable -Checking and Enforcing policy working(no errors), not sure if it actually is updating -Send events not working Possible causes(may help in identifying issue): -DNS look up shows 2 IP address

[cdinet]

Does the server log on epo (epo install directory, db\logs) show it receiving anything at all from that client by IP, agent guid, or system name?  

Does the agent masvc log on the client (c:\programdata\mcafee\agent\logs) show communication failures?  Is it connecting to the right servername/IP address?  If the agent is trying to connect to wrong IP address and the epo server has more than one nic, follow this KB to add proper IP to the server.ini file - KB56308.

When did the issue start and what changed?  

[GimarVivero]

hi @cdinet i have found out that machines were not reporting to EPO since multiple machines have same ip addresses on EPO console. this is on VPN  environment. Are there any work around for this? we cannot deploy products due to this issue

[cdinet · Accepted solution]

That would be due to duplicate mac address - see KB52949 for how to remediate that.  If you are running epo 5.10, you can add the vendor mac ID in the epo console under server settings instead of having to do it through the database directly.

If you are using run client task now type tasks to deploy products, don't do that via vpn.  That requires wakeup calls to work, and that won't work to a natted IP address, which external and vpn clients are, unless you have a dxl broker.  Use assigned client tasks instead.

[GimarVivero]

hi @cdinet we already did KB52949, was thinking if there are any other solutions other than DXL broker. Thank you for your assistance..

[cdinet]

No other solutions other than just using assigned client tasks.