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ePolicy Orchestrator server cannot perform an agent wake-up call to a VPN client
Technical Articles ID:   KB58818
Last Modified:  4/18/2019
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Environment

McAfee ePolicy Orchestrator (ePO) - all supported 5.x versions

Problem

The ePO server cannot perform an agent wake-up call to a Virtual Private Network (VPN) client.

You see the following error:
 
Failed to connect to <ePO servername>:<agent wake-up communication port>, network error was 10061

Solution

An agent wake-up call does not work when the client is connected through a VPN because McAfee Agent binds to the first IP address that it is given during startup. This IP address is the one that is sent to the ePO Server. The address that the client is given during system startup is not the Network Address Translation (NAT) address. So, the ePO server is not able to connect to the McAfee Agent using an agent wake-up call. But, the client-to-ePO server communication works because the client is aware of the ePO server IP address. This result means that the client receives all updates and policies from the server with every agent-to-server communication.

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