Unable to stop Mcafee ePO -Application 5.10.0 application server service

[RAGHU_PRATAPA]

Hi,

At site we observed that any deployment task, wake up agent task, run client task  all are after clicking "Run now"  got stuck in indefinite Inprogress state  as  observed in server task log of ePO.

Those tasks are in stuck state and is neither failing nor completing.

in one Mcafee article we read that  for this type of issues,  if ePO  3  services  were restarted then all the tasks  which got stuck will be  released or cleared  and then we  can  invoke a new task which should help in deploying products MA or ENS.

But we are unable to stop the services.

Please advise us for exact activity to be done for clearing these stuck tasks or  for restarting  epo services.

[cdinet]

Tomcat (application server service) can take a long time to stop.  It works in the background closing out all open transactions, which at times can be many.  To clear the queue, you have to wait for tomcat to complete that process and close out gracefully no matter how long it takes.  If you reboot or kill the process, the tasks will be automatically requeued due to a perceived server failure.

What update are you on?  Please run the following query and provide the ful output - not screenshot.  The output will not contain any sensitive info, so it is ok to post here.

Select * from OrionTaskQueueMT where taskdescription like '%DB Clean-up%' or taskdescription like '%task queue%'

[RAGHU_PRATAPA]

Hi,

As per your suggestion site did clicked for stopping of ePO application server service (Tomcat) on last thursday,  but still it is in stopping state. Its been 4 days but that service didn't get stopped.

How to make it get stopped and how to ensure all the  Inprogress state (stuck)  server tasks  get released or get cleared  so as to  start a  fresh  deployment  tasks  to the client systems.

There are some other systems pending for DLP, Solidcore deployment and some are pending for  DAT update with task deployment.

Please let me know if any details or data required.

Please advise at the earliest.

[cdinet]

What update is epo at?  If you have none, then most likely you are running into a backlog of a lot of waiting state for tasks and a lot of other issues.  For now, go ahead and kill the tomcat process, then restart services and install the latest update.  You may have to update some extensions.  Also, please get the output of the following queries (these should not contain any sensitive info).  For the first one, need full output text, not screenshot.  

Select * from OrionTaskQueueMT where taskdescription like '%DB Clean-up%' or taskdescription like '%task queue%'

select count ( * ) from epoagenthandlerdatachannelwqmt

select count ( * ) from epodatachanneldatamt

select count (*) as RowCountOfPropsStaging from EPOComputerPropsStaging with (nolock)
sp_spaceused epocomputerpropsstaging

select updateid from epoinstalledupdates

[RAGHU_PRATAPA]

Hi,

Site ePO version is 5.10, ENS -10.6.1.

Site first want to install Mcafee products with  project ordered version that is ePO-5.10, ENS-10.6.1, DLP, MA-5.6.x, Solidcore -8.0  in all  ePO clients and has to go to FAT for customer or end user verification and acceptance for performance. Then only any other upgrade or update will be considered by Customer.

So please advise for the issue of  any server task - deployment task, wake-up agent, Run client task all being queued up with indefinite 'Inprogress' stuck state.

As site team is unable to push any task from ePO server  to client systems with this issue  so site want  resolution at the earliest. 

As mentioned in earlier  reply, site team has some systems pending for DLP, solidcore deployment and some systems has DAT update task  pending.

If this  tasks getting  queued up issue resolves then  all deployments or updates will be further done. Then upgrade can be considered with customer permit on existing ePO version.

Please find the attachment of  Mcafee ePO application server service (from ePO server) being  showed as Stopping state  since 4 days.

Please advise. 

[RAGHU_PRATAPA]

Hi,

Also find the snapshot of  server tasks  queued up in Inprogress state  for different  deployment tasks and not getting completed.

[kblowe]

Kill the service for Tomcat.

Also did your server get Microsoft update KB5022289 recently.

I have this update and now the epo Application service (tomcat) won't stay started. so no access to ePO console.

[cdinet]

You never answered what update epo server has applied (cumulative update).  The base install of epo was missing a critical internal task that clears the server task queue and keeps things moving along.  If you are experiencing tasks not running, continually running without stopping, and other similar symptoms, I would highly suspect that is the problem.  I would suggest opening a ticket so we can review logs.  Additionally, without being at cu 15, you don't have the url's updated that were migrated from McAfee to Trellix.

[RAGHU_PRATAPA]

Hi,

ePO version is 5.10.0  base version which als0 have ENS-10.6.1, MA-5.6.

Site has not installed or not upgraded  to any cumulative update. As mentioned in earlier replies  project team  has ordered  the base version of ePO-5.10  media  with license. so they installed it in ePO server and other Mcafee products that comes with this ePO-5.10 were deployed in most of the systems without any issue. The system is working  fine from August-2022 onwards.

Issue started recently  and suddenly  in ePO server   in  DEC-2022  and any task doesn't  finish and stays  in Inprogress  state continuously even waited for 1 week.

Customer question here is the same setup worked from Aug-2022 and why it is not working now suddenly ?

Please let us know  the required data from  site setup for your analysis.

[cdinet]

It is not functioning properly because, as I stated earlier, the base install was missing a critical internal task.  Things may function for a while, but eventually the task queue, datachannel tables, computer props staging table, etc. will all get backed up and not able to continue processing things.  You need to update your extensions to supported versions for cu 14 (https://kcm.trellix.com/corporate/index?page=content&id=KB94079), then run update 15.  

There are also a whole lot of fixes for defects, vulnerabilities, url changes, rebranding changes, etc. that you are missing without any update.