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All VirusScan Enterprise policies are lost when VirusScan Enterprise 8.8 Patch 3 fails to check in successfully
Technical Articles ID:   KB77066
Last Modified:  3/30/2015
Rated:

Environment

McAfee VirusScan Enterprise (VSE) 8.8 Patch 3 (Build 8.8.0.1128)

For VSE supported environments, see KB51111.

Problem

If the VSE 8.8 Patch 3 extension fails to check in successfully, it leads to all VSE previously configured policies in the ePolicy Orchestrator (ePO) database being lost.

The following error is reported at the ePO console when the check in fails:

An unexpected error has occurred

This installation failure subsequently leads to the policies reverting to the default.

Orion.log on the ePO server records the following error:

Command Failed: Installation error: upgrade: [echo] Upgrade called for VIRUSCAN8800 (version 8.8.0.284) BUILD FAILED D:\PROGRA~1\McAfee\EPOLIC~1\server\extensions\installed\VIRUSCAN8800\8.8.0.284\install.xml:66: java.sql.SQLException: Conversion failed when converting the nvarchar value 'szScanItem3' to data type int. Total time: 53 seconds

System Change

You attempted to check in the VSE 8.8 Patch 3 management extension.

Cause

Two issues occurred:

  • The migration of a scan task failed, because the scan task included a duplicate entry in the database for the Cookie Scan item that exposed an error in the migration logic. This can occur when a scan task is created with default scan items and modified to have only one or two scan items, where one of those items is still the Cookie Scan item. The duplicate entry is not visible in the user interface, but exists within the database itself.
     
  • The rollback/recovery process when encountering the above failure also failed.

Solution

This issue is resolved in the VSE 8.8 Patch 3 (Repost) release. Patches are cumulative; Intel Security recommends that you install the latest one.

NOTE: The VSE 8.8 Patch 3 (Repost) only includes a new Patch 3 Management Extension to resolve this issue. The VSE 8.8 Patch 3 application build remains 8.8.0.1128.

McAfee product software, upgrades, maintenance releases, and documentation are available from the Product Downloads site at: http://www.mcafee.com/us/downloads/downloads.aspx.

NOTE: You will need a valid Grant Number for access. KB56057 provides additional information about the Product Downloads site, as well as alternate locations for some products.

Workaround

If you have encountered this issue, you must restore a backup of the ePO database from a date before you checked in the VSE 8.8 Patch 3 extension:

NOTE: If you do not have a backup of the ePO database, contact Technical Support. For details, see the Related Information section.
  1. Refer to the following articles for assistance with database restoration:

    • When using Enterprise Manager/Management Studio, see KB52126.
    • When using the command line to restore an ePO 4.5/4.6 database, see KB55123.
    • When using OSQL commands, see KB59562.
       
  2. Stop the ePO services:

    1. Click Start, Run, type services.msc, and then click OK
    2. Right-click each of the following services and select Stop:

      McAfee ePolicy Orchestrator 4.x.0 Event Parser
      McAfee ePolicy Orchestrator 4.x.0 Application Server
      McAfee ePolicy Orchestrator 4.x.0 Server

      Leave the Services window open.

       
  3. Open SQL Management Studio and check the VSE extension build that is checked in:

    1. Open table OrionExtensions.
    2. Check the version in VIRUSCAN8800.

      NOTE: It should list the old extension version (8.8.0.191 or 8.8.0.208).

      IMPORTANT:       If the listed version is the Patch 3 extension (8.8.0.284), do not continue. Contact Technical Support. For contact details, see the Related Information section.

       
  4. Restore the following folders from a backup of the ePO folder:

    • C:\Program Files (x86)\McAfee\ePolicy Orchestrator\Server\extensions\installed\VIRUSCAN8800\
    • C:\Program Files (x86)\McAfee\ePolicy Orchestrator\Server\conf\Catalina\localhost\

       
  5. Start the ePO services:

    1. Right-click each of the following services and select Start:

      McAfee ePolicy Orchestrator 4.x.0 Event Parser
      McAfee ePolicy Orchestrator 4.x.0 Application Server
      McAfee ePolicy Orchestrator 4.x.0 Server

    2. Close the Services window.

Related Information

For Technical Support contact details:
Go to http://www.mcafee.com/us/about/contact-us.aspx#ht=tab-techsupport and select your country from the drop-down list.

Alternatively:
Log in to the ServicePortal at https://support.mcafee.com:
  • If you are a registered user, type your User Id and Password, and click Log In.
  • If you are not a registered user, click Register and complete the required fields. Your password and login instructions will be emailed to you.

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