Systems display with blank system names in the System Tree in ePolicy Orchestrator 5.10.0

Technical Articles ID: KB90876
Last Modified: 10/29/2018

Environment

McAfee ePolicy Orchestrator (ePO) 5.10.0

Problem

In ePO 5.10, some systems in the System Tree display with blank values for some properties, usually including the system name.

If you click on an affected system to display the individual properties for that system, the System Properties tab is blank, and the following message displays:

An error occurred while retrieving the requested data

Problem

Server_<computer_name>.log (ePO_Install_Folder\DB\Logs) contains one or more of the following errors:

Violation of PRIMARY KEY constraint 'PK_ComputerProperties'. Cannot insert duplicate key in object 'dbo.EPOComputerPropertiesMT'.
The INSERT statement conflicted with the FOREIGN KEY constraint "FK_EPOComputerProperties_EPOLeafNode".

System Change

You installed or upgraded to ePO 5.10.0.

Cause

There are two possible causes for this issue:

The first cause is when the compatibility level for the ePO database is lower than the minimum required by ePO 5.10, which is 110. A compatibility level of 110 is equivalent to SQL Server 2012. The most common reason this issue happens is upgrading an ePO installation whose database was first installed on a server with SQL Server 2008. A SQL Server 2008 database has a compatibility level of 100. This cause must be checked and ruled out first.
The second cause is an issue with the way that ePO 5.10 handles properties received from client systems. In certain circumstances, these properties are not correctly entered in the ePO database, which causes the problem.

Solution

If you experience this issue, first ensure that the compatibility level of the ePO database is correct:

Open SQL Server Management Studio.
Right-click the ePO database and select Properties.
In the left column, select the Options page. The compatibility level value is displayed on the right side in the Compatibility Level drop-down list. If the value shown is SQL 2008 (100), you have this issue.

To resolve this issue, change the compatibility level to 110 or above:

Stop the ePO services:
1. Press Windows+R, type Services.msc, and click OK.
2. Right-click each of the following services and select Stop:
  
  McAfee ePolicy Orchestrator Application Server
  McAfee ePolicy Orchestrator Event Parser
  McAfee ePolicy Orchestrator Server
In SQL Server Management Studio, right-click the ePO database and select Properties.
In the left column, select the Options page.
On the right side, select the highest available value from the Compatibility Level drop-down list.
Click OK.
Start the ePO services:
1. Press Windows+R, type Services.msc, and click OK.
2. Right-click each of the following services and click Start:
  
  McAfee ePolicy Orchestrator Application Server
  McAfee ePolicy Orchestrator Event Parser
  McAfee ePolicy Orchestrator Server
Log on to the ePO console and check the System Tree.

Solution

ePolicy Orchestrator 5.10.0 Update 1 was released to support to resolve this issue. This release has now been superseded by a later cumulative ePO 5.10 update release.

The latest ePO 5.10.0 Update is available from the Product Downloads site at: http://mcafee.com/us/downloads/downloads.aspx.

NOTE: You need a valid Grant Number for access.

To determine what the latest release is, see KB51569.

To view other ePO 5.10.x known and resolved issues, see KB90382

Affected Products

ePolicy Orchestrator 5.10.x
Known Issue/Product Defect
Upgrade/Migrate

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