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Failed server task "Fetch Binary Details from Application Control GTI Cloud Server"
Technical Articles ID:   KB84339
Last Modified:  9/25/2019

Environment

McAfee ePolicy Orchestrator (ePO) 5.x, 4.6.x
McAfee Solidcore Extension 7.x.x, 6.2.x, 6.1.x

Problem

The ePO server task log shows repeated failures for the server task Fetch Binary Details from Application Control GTI Cloud Server.

Problem

The orion.log records the following errors:
 
2015-03-03 12:30:11,861 DEBUG [mfs:pool-2-thread-16] internalTask.FetchCloudDetailsTask  - Exception occurred while fetching hash details from Cloud.
com.mcafee.scor.cloud.CloudException: An error in communication with the cloud
  at com.mcafee.scor.cloud.GTICloudHandler.processRequest(GTICloudHandler.java:142)
  at com.mcafee.scor.cloud.GTICloudHandler.access$000(GTICloudHandler.java:78)
  at com.mcafee.scor.cloud.GTICloudHandler$1.executeCommunication(GTICloudHandler.java:93)
  at com.mcafee.scor.cloud.GTICloudHandler$1.executeCommunication(GTICloudHandler.java:90)
  at com.mcafee.scor.cloud.service.RetryServiceForUnknownHost.executeCommunication(RetryServiceForUnknownHost.java:25)
  at com.mcafee.scor.cloud.service.RetryServiceWithProxyAuthentication.execute(RetryServiceWithProxyAuthentication.java:42)
  at com.mcafee.scor.common.services.RetryService.invoke(RetryService.java:29)
  at com.mcafee.scor.cloud.GTICloudHandler.getHashResponse(GTICloudHandler.java:99)
  at com.mcafee.scor.cloud.ScorCloudService.getHashResponseFromCloud(ScorCloudService.java:120)
  at com.mcafee.scor.cloud.ScorCloudService.getStatusFromCloud(ScorCloudService.java:83)
  at com.mcafee.scor.cloud.internalTask.FetchCloudDetailsTask.getStatusFromCloud(FetchCloudDetailsTask.java:201)
  at com.mcafee.scor.cloud.internalTask.FetchCloudDetailsTask.performSync(FetchCloudDetailsTask.java:155)
  at com.mcafee.scor.cloud.internalTask.FetchCloudDetailsTask.runTask(FetchCloudDetailsTask.java:92)
  at com.mcafee.scor.common.ScorInternalTask.run(ScorInternalTask.java:53)
  at java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:471)
  at java.util.concurrent.FutureTask.runAndReset(FutureTask.java:304)
  at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.access$301(ScheduledThreadPoolExecutor.java:178)
  at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.run(ScheduledThreadPoolExecutor.java:293)
  at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1145)
  at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:615)
  at java.lang.Thread.run(Thread.java:745)
Caused by: org.apache.http.client.HttpResponseException: Internal Server Error
  at org.apache.http.impl.client.BasicResponseHandler.handleResponse(BasicResponseHandler.java:68)
  at com.mcafee.scor.cloud.GTICloudHandler.exceuteRequest(GTICloudHandler.java:205)
  at com.mcafee.scor.cloud.GTICloudHandler.processRequest(GTICloudHandler.java:126)

Cause

Internal Server Error indicates that the error occurred at the GTI server. The errors are received when the GTI server is not able to service the request in a timely manner.

Solution

Perform the following troubleshooting steps:
  • Review the classification of applications and/or binaries on the Inventory page to ensure that most of the binaries are classified as Good, Bad, or Unclassified. You can ignore intermittent errors if the classification of binaries is present.
  • Check whether communication with the GTI server is working. In the ePO console, go to Menu, Registered Servers, Application Control GTI Cloud Server and click Test Connection:
    • If Test Connection fails:
      • Check network connectivity with the GTI server; the ePO system should be able to ping cwl.gti.mcafee.com.
      • Verify that the configuration for Application Control GTI Cloud Server is correct.
      • Send the orion.log file and screenshot of the Application Control GTI Cloud Server Registered Server page to Technical Support.
    • If Test Connection succeeds, a continuous failure in communication with the GTI server may be because of an invalid SHA1 hashing algorithm in the ePO database. Send the orion.log file to Technical Support.
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.

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