An Agent Wakeup call or Agent Push server task does not expire if the client computer cannot be reached

Technical Articles ID: KB84114
Last Modified: 9/25/2019

Environment

McAfee ePolicy Orchestrator (ePO) 5.x

Problem

When you attempt to push the agent to a client computer, the server task to push the agent does not expire if the computer cannot be reached.

Cause

The DBCleanUp task is missing as a hidden server task.

Solution

If you experience this issue, log on to the ServicePortal and create a Service Request at https://support.mcafee.com/ServicePortal/faces/serviceRequests/createSR. Include this article number in the Problem Description field.

Workaround

Restore the DBCleanUp task:

Take a backup of the ePO database before making any changes. For instructions to back up the SQL database, see one of the following articles:
- See KB52126 for details on backing up the ePO database using SQL Server Management Studio.
- See KB59562 for details on backing up the ePO database using OSQL commands.
Confirm that you are experiencing the issue described in this article.
1. Open Microsoft SQL Server Management Studio.
2. Type the logon and password information for the account specified and click Connect.
3. Expand Databases.
4. Right-click the ePO database (where the default name is ePO_) and select New Query.
5. Paste the following SQL statements into the query window:
  
  SELECT Id, UniqueKey, Enabled FROM OrionSchedulerTaskMT WHERE UniqueKey = 'DbCleanupTask'
  SELECT * FROM OrionTaskQueueMT WHERE TaskDescription LIKE '%DBCleanUp%'
6. Click Execute.
7. Note the ID of the task as returned by the first statement. The second statement should not return a result; if it does, you are experiencing a different problem and should stop here.
Run the following command using an Internet browser:

https://<ePO_server_name>:8443/remote/scheduler.updateServerTask?taskId=<ID_from_step_2g>&status=disabled&isHidden=true
When prompted for credentials, type in those of an ePO user with Global Administrator permissions (for example, the original admin user).
If there is any reply other than the following, provide the full error message along with the current orion.log file(s) to Technical Support and stop here.

OK:
true
Run the SQL statements from step 2 again. The first statement should show that the task is disabled now (Enabled =0). The second statement should not return a result.
Delete records in OrionSchedulerTaskQueueEntryMT with the SchedulerTaskID from step 2g:

DELETE FROM OrionScheduledTaskQueueEntryMT WHERE SchedulerTaskID = <ID_from_step_2g>
Run the following command using an Internet browser:

https://<ePO_server_name>:8443/remote/scheduler.updateServerTask?taskId=<ID_from_step_2g>&status=enabled&isHidden=true
If there is any reply other than the following, provide the full error message along with the current orion.log file(s) to Technical Support and stop here.

OK:
true
Run the SQL statements from step 2 again. The first statement should show that the task is enabled again (Enabled =1). The second statement should now return a result. Note the RunTime (next time to run the task).
Wait one minute.
Run the second SQL statement from step 2 again:

SELECT * FROM OrionTaskQueueMT WHERE TaskDescription LIKE '%DBCleanUp%'

The RunTime field should have been updated.

Affected Products

ePolicy Orchestrator 5.9
ePolicy Orchestrator 5.10.x
Known Issue/Product Defect

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