Monday, January 20, 2014

McAfee ePolicy Orchestrator Upgradation fails 4.x.x ( Known Issue/Product Defect ePolicy Orchestrator 4.6)

McAfee ePolicy Orchestrator 4.6.6 Server service fails to start after upgrading from an earlier version


Technical Articles ID:    KB78566
Last Modified:    November 08, 2013
 

Environment

McAfee ePolicy Orchestrator 4.6.6

Problem 1

After you upgrade from an earlier version of ePolicy Orchestrator (ePO) to version 4.6.6, the Apache service (McAfee ePolicy Orchestrator Server service) fails to start and you see the following error:

Windows could not start the McAfee ePolicy Orchestrator 4.6.6 Sever on <servername>. Service-specific error code 1

Problem 2

You might see the following additional errors in the Windows Application Event log if the issue occurs: 

The McAfee ePolicy Orchestrator 4.6.6 Server service terminated with service-specific error 1 (0x1).
Faulting application Apache.exe. version 2.2.22.0. faulting module kernel32.dll. version 5.2.3790.5069. fault address 0x0000bef7.
The application. C:\McAfee\ePolicy Orchestrator\Apache2\bin\Apache.exe. generated an application error The error occurred on 06/19/2013 @ 10:13:38.278 The exception generated was c06d007e at address C:\McAfee\ePolicy Orchestrator\Apache2\bin\Apache.exe0 (D:\McAfee\ePolicy Orchestrator\Apache2\bin\Apache.exe1)

Apache.exe: Syntax error on line 173 of C:/Program Files (x86)/McAfee/ePolicy Orchestrator/Apache2/conf/httpd.conf: Cannot load C:/Program Files (x86)/McAfee/ePolicy Orchestrator/Apache2/modules/mod_ssl.so into server: The specified module could not be found

Problem 3

You might see the following error in the Apache errorlog (located in \<ePO Installation_Directory>\Apache2\logs) if this issue occurs:

The handle is invalid. : master_main: create child process failed. Exiting

System Change

Upgraded from an earlier version of ePO to ePO 4.6.6.

Solution

McAfee is currently investigating this issue.

IMPORTANT: To help identify the root cause of the issue, contact McAfee support and quote this article number to create a case and escalation prior to implementing the workaround. After McAfee Support team is able to collect the necessary data from the server in its broken state, you can implement the following workaround to get the server into a working state.

For contact details:

Alternatively
:
Log in to the ServicePortal at https://mysupport.mcafee.com:
  • If you are a registered user, type your User Id and Password and click OK.
  • If you are not a registered user, click New User and complete the required fields. Your password and login instructions will be emailed to you.

Workaround

  1. Click Start, Run, type services.msc, and click OK.
  2. Right-click the following ePO services and click Stop:

    • McAfee ePolicy Orchestrator 4.x.x Server
    • McAfee ePolicy Orchestrator 4.x.x Application Server
    • McAfee ePolicy Orchestrator 4.x.x Event Parser
       
  3. Back up the ePO folder (c:\Program Files (x86)\ePolicy Orchestrator).
  4. Download and extract the zip file attached to this article (Apache Issue.zip) to the ePO server.
  5. Extract the files and copy them to the corresponding directories on the ePO server. Ensure that you select the option to Copy and Replace when prompted:

    • <ePO_Installation_Directory>\Apache2\bin
    • <ePO_Installation_Directory>\Apache2\modules

      NOTE:
      Replace all files in this folder except for mod_epo.dll and mod_eporepo.dll. McAfee recommends that you keep your existing copies.
       
    • <ePO_Installation_Directory>\Apache2\>error
    • <ePO_Installation_Directory>\*.*

      IMPORTANT:
      Replace all files in the root of the ePolicy Orchestrator folder. Do not replace any folders.
       
  6. After you have replaced all the files, start the ePO services.

Attachment

Apache Issue.zip
13.4MB • 40 minute(s) @ 56k, 2 minute(s) @ broadband