All VirusScan Enterprise policies are lost when VirusScan Enterprise 8.8 Patch 3 fails to check in successfully

Technical Articles ID: KB77066
Last Modified: 12/26/2019

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, the result is that all VSE previously configured policies in the ePolicy Orchestrator (ePO) database are lost.

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

An unexpected error has occurred

This installation failure 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 tried to check in the VSE 8.8 Patch 3 management extension.

Cause

Two issues occurred:

The migration of a scan task failed. The reason is 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 duplicate can occur when a scan task is created with default scan items and modified to have only one or two scan items. 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.
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; Technical Support 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 need a valid Grant Number for access. KB56057 provides additional information about the Product Downloads site, and 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.

See the following articles for assistance with database restoration:
- When using Enterprise Manager/Management Studio, see KB52126.
- When using OSQL commands to back up or restore the database, see KB67591.
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.
Open SQL Management Studio and verify the VSE extension build that is checked in:
1. Open table OrionExtensions.
2. Check the version in VIRUSCAN8800.
  
  NOTE: Make sure it is 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.
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\
Start the ePO services:
1. Right-click each of the following services and click 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

To contact Technical Support, log on to the ServicePortal and go to the Create a Service Request page at https://support.mcafee.com/ServicePortal/faces/serviceRequests/createSR:

If you are a registered user, type your User Id and Password, and then click Log In.
If you are not a registered user, click Register and complete the required fields. Your password and logon instructions will be emailed to you.

Affected Products

Install/Uninstall
Known Issue/Product Defect
VirusScan Enterprise 8.8

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Knowledge Center

All VirusScan Enterprise policies are lost when VirusScan Enterprise 8.8 Patch 3 fails to check in successfully

Environment

Problem

System Change

Cause

Solution

Workaround

Related Information

Affected Products

Languages:

Glossary of Technical Terms

Title

Title

Knowledge Center

All VirusScan Enterprise policies are lost when VirusScan Enterprise 8.8 Patch 3 fails to check in successfully

Environment

Problem

System Change

Cause

Solution

Workaround

Related Information

Affected Products

Languages:

Glossary of Technical Terms

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Title