Agent to server communication fails when the RSA Keys are missing

Technical Articles ID: KB92589
Last Modified: 2/11/2021

Environment

McAfee Agent (MA) 5.x

Problem

Agent to server communication fails.

The errors below are recorded in the ePO server log file:

X #11792 NAISIGN D:\BUILD_764249\BUILD\ePO\dev\src\server\include\nailog.h(172): Enter:CServerKeyManager::UnloadKeys
X #11792 NAISIGN D:\BUILD_764249\BUILD\ePO\dev\src\server\include\nailog.h(177): Leave:CServerKeyManager::UnloadKeys
I    #10776 MOD_EPOREPO   Received request, uri=/Software/SiteStat.xml, remoteIP=53.110.48.21
X #11792 NAISIGN D:\BUILD_764249\BUILD\ePO\dev\src\server\include\nailog.h(172): Enter:CServerKeyManager::LoadKeys
X #10776 MOD_EPOREPO mod_eporepo.cpp(412): Processing epo repository request, session ID=73...
X #10776 MOD_EPOREPO mod_eporepo.cpp(429): epo repository request processed, rc=0, session ID=73, session time=0ms
X #10776 MOD_EPOREPO mod_eporepo.cpp(430): Current open sessions=0
E   #11792 NAISIGN common\ServerKeyManager.cpp(1248): FindFirstFileW failed, result = 0x00000002
X #11792 NAISIGN common\ServerKeyManager.cpp(1253): No keys found
X #11792 NAISIGN D:\BUILD_764249\BUILD\ePO\dev\src\server\include\nailog.h(177): Leave:CServerKeyManager::LoadKeys
E   #11792 MOD_EPO epohandler.cpp(68): Failed to load server keys
E   #11792 MOD_EPO mod_epo.cpp(218): Initialize epo handler failed

Cause

The RSA keys are missing from the DB\Keystore folder. The missing keys prevent the clients from loading the certificate. Without the certificates, the clients can't contact the ePO server

The keys are stored in the following location <ePO_installation_folder>\DB\Keystore.

Solution

On the client, restore the RSA keys from a backup to the below path:

<ePO_installation_folder>\DB\Keystore

For an Agent Handler, copy the keys from another working Agent Handler server or from the ePO server.

Affected Products

Known Issue/Product Defect
McAfee Agent 5.7.x
McAfee Agent 5.6.x

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Agent to server communication fails when the RSA Keys are missing

Environment

Problem

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Solution

Affected Products

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Agent to server communication fails when the RSA Keys are missing

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Solution

Affected Products

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