Unable to add a new user to the list of Encryption Users or user appears after a delay

Technical Articles ID: KB91776
Last Modified: 10/7/2021

Environment

McAfee Cloud Workload Security (CWS) 5.3.1, 5.3.0, 5.2.x
McAfee Drive Encryption (DE) 7.2.x

Problem 1

No users appear in the list after you try to add Encryption users. There are no errors when you add the user.

NOTE: Users are added in the ePO console by going to Menu, Encryption Users, Actions, Drive Encryption, Add User, Select Use, and then clicking OK.

Eventually, the user might get added, but it can take several hours to more than a day.

After you restart the ePO Application Server service, adding users might work successfully, but only for a short period.

When the CWS Threat Events Sync server task is executed, it might take several hours to complete. This event might take longer when client virtual machines (VM) are moved from one VM host to another.

Problem 2

Collecting a Java Thread Dump when the issue is occurring reveals that the ePO core-EventDispatchService thread is blocked with the AssessmentJob class.

core-EventDispatchService-thread-1
Priority:5 - threadId:0x000000003cb64800 - nativeId:0x2030 - nativeId (decimal):8240 - state:BLOCKED
stackTrace:
java.lang.Thread.State: BLOCKED (on object monitor)
At com.mcafee.assessment.commands.assessment.AssessmentJobServiceImpl.pushAssessmentJob(AssessmentJobServiceImpl.java:45)
- waiting to lock <0x000000024a8e2ae0> (a java.util.LinkedList)
At com.mcafee.assessment.controller.AssessmentController.doAssessment(AssessmentController.java:170)
At com.mcafee.assessment.controller.AssessmentController.triggerActionByEvent(AssessmentController.java:98)
At com.mcafee.assessment.controller.AssessmentController.eventOccurred(AssessmentController.java:44)
At com.mcafee.orion.core.event.SimpleEventNotifier.notify(SimpleEventNotifier.java:78)
At com.mcafee.orion.core.event.EventListenerVisitor.visitListeners(EventListenerVisitor.java:89)
At com.mcafee.orion.core.event.EventListenerVisitor.run(EventListenerVisitor.java:58)
At java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
At java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
At java.lang.Thread.run(Thread.java:748)
Locked ownable synchronizers:
- <0x0000000246fe9938> (a java.util.concurrent.ThreadPoolExecutor$Worker

Cause

The core-EventDispatchService thread is used by DE to add users. But in this case, the CWS Threat Event Sync task is also using the same thread to perform the Event Sync server task.
Sometimes, this task runs for a long time or becomes unresponsive, which prevents DE from using the thread.

Solution

This issue is resolved in CWS 5.3.2 and later.

CAUTION: This article contains information about opening or modifying the registry.

The following information is intended for System Administrators. Registry modifications are irreversible and could cause system failure if done incorrectly.
Before proceeding, Technical Support strongly recommends that you back up your registry and understand the restore process. For more information, see the Microsoft Windows registry information for advanced users article.
Do not run a REG file that is not confirmed to be a genuine registry import file.

McAfee Enterprise product software, upgrades, maintenance releases, and documentation are available from the Product Downloads site.

NOTE: You need a valid Grant Number for access. See KB56057 - How to download Enterprise product updates and documentation for more information about the Product Downloads site, and alternate locations for some products.

NOTE: This issue was previously resolved with CWS 5.3.1 Hotfix 1271916, which is now superseded by CWS 5.2 or later.

Workaround

Restart the ePolicy Orchestrator Application Server service:

Press the Windows key + R.
Type services.msc into the field, and then press Enter.
Right-click McAfee ePolicy Orchestrator #.#.# Application Server, and then click Restart.
Close the services window.

Affected Products

Cloud Workload Security 5.3.x
Cloud Workload Security 5.2.x
Drive Encryption 7.2

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Knowledge Center

Unable to add a new user to the list of Encryption Users or user appears after a delay

Environment

Problem 1

Problem 2

Cause

Solution

Workaround

Affected Products

Languages:

Glossary of Technical Terms

Title

Title

Knowledge Center

Unable to add a new user to the list of Encryption Users or user appears after a delay

Environment

Problem 1

Problem 2

Cause

Solution

Workaround

Affected Products

Languages:

Glossary of Technical Terms

Choose your region

Title

Title