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After importing a computer into the System Tree, it is reported as Unmanaged, even if the agent is communicating with the McAfee ePO server
Technical Articles ID:   KB60757
Last Modified:  6/11/2019
Rated:


Environment

McAfee ePolicy Orchestrator (ePO) - all supported versions

Problem

After you add a computer to the ePO System Tree, none of the computer information is returned from the agent.

The following is an example of the System Details displayed in the ePO console:
 
System Name:  <correct name shown>
System Location:<correct location shown>
Is 64-bit OS:  Unknown
Tags: None
System Tree Sorting: Disabled
Managed State: Unmanaged

NOTE: All other fields are blank.

Problem

After an agent wake-up call is sent, the Show Agent Log shows that the agent is installed, functioning, and has collected and sent the computer properties. But, the McAfee ePO server does not show any properties or appears to show properties for a different computer.

Cause

Duplicate host entries exist in the System Tree. Initially, It is not easily identified that duplicate entries exist because the computer might exist under a different group in the System Tree.

There are several possible causes for this issue:
  • The system was imported to the System Tree, and then the agents were installed manually or via a script.
  • The system was imported to the System Tree by running a Windows NT/AD Synchronization.

Solution

Delete the duplicate computer and move the system into the correct group.

  1. Log on to the ePO console. To open a remote console through Internet Explorer, type one of the following URLs in the browser:

    https://<server_name>:8443

    https://<IP_address_of_server>:8443  
  2. Click Menu, Queries & Reports.
  3. Click the Query tab.
  4. Select the query Duplicate Systems Names and click Run.
  5. Select the duplicate computers that have no details specified in the fields listed below and click Delete. If multiple entries show this information, delete the entry with the oldest Last Communication date and time:
     
    • IP address
    • OS Type
    • OS version

    IMPORTANT: Do not click Remove Agent in the bottom-right corner before clicking OK.
     
  6. Repeat the above process for all other duplicate computer entries.
 

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