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Client always shows the System State as Inactive (MfeEpe.log: send_activate_exception: 926: Failed to backup keys)
Technical Articles ID:  KB78425
Last Modified:  8/28/2015

Environment

McAfee Drive Encryption (DE) 7.1.x
McAfee Endpoint Encryption for PC (EEPC) 7.0.x

For details of DE 7.1.x supported environments, see KB79422.
For details of EEPC 7.0.x supported environments, see KB76804.

Problem 1

After successfully installing DE/EEPC, the client remains in an Inactive state and is stuck sending the Recovery Keys up to the ePolicy Orchestrator (ePO) server.

Client side shows:
The user sees the following on the client in the McAfee Endpoint Encryption System Status window, even though the encryption policy was activated in ePO:

System State
Inactive 
Volume Status
No volume information
 Progress
Progress bar shows no encryption activity

ePO console shows:
The administrator sees the Client System Details showing for Endpoint Encryption:

State
In-Active 

Clicking on More, Disks shows the following message:

No details available, as Endpoint Encryption is not Active

Problem 2

MfeEpe.log on the client records the following:

ERROR
MfeEpePcEncryptionProviderPlugin
..\..\..\Src\EpeGenActivationHandler.cpp: EPE_gen_activation_handler::backup_keys: 680: [0xEE000004] Wait Aborted 
ERROR 
MfeEpePcEncryptionProviderPlugin 
  ..\..\..\Src\EpeGenActivationHandler.cpp: EPE_gen_activation_handler::backup_keys: 692: Failed to backup keys.  Activation aborted.  Activation will be retried at the next ASCI.
WARNING
MfeEpePcEncryptionProviderPlugin
 ..\..\..\Src\EpeGenActivationHandler.cpp: EPE_gen_activation_handler::send_activate_exception: 926: Failed to backup keys
INFO
MfeEpePcEncryptionProviderPlugin
 Abandoning activation


McAfee Agent log on the client records the following:
i
 #2868 
Agent Agent data channel communication failed, result=-2400   


Server.log on the ePO server cluster records the following:
 
E
#21988  
MCUPLOAD Failed to send http request.  Error=12029 (12029) 
E
#21988
NAIMSRV ForwardDataChannelMessageToJava - Failed to send request, err=0x80004005, HTTP status code=0
E
#21988
NAIMSRV NAIMSRV Error sending data channel message to application server
#21988  
NAIMSRV Failed to process agent request

NOTE: Only the DataChannel communication will show a failure in this situation. All other communication between the client and ePO server will function as expected.
 

Cause

Incorrect configuration in the cluster.cfg and server.ini. The communication failure that prevented the DE/EEPC recovery key data being sent to the ePO Cluster is caused by incorrect values set in the cluster.cfg and server.ini on the ePO Server.

The ServerDNSName values need to be the Fully Qualified Domain Name (FQDN) for the ePO Cluster.
Cluster.cfg with incorrect and incomplete entries:
[Cluster]
ServerIPAddress=192.168.2.100
ServerName=ePO-Cluster
ServerDNSName=domain.com
[PrimaryNode]
ServerName=ePO-Cluster
ProductVersion=4.6.0
ProductPatchNumber=60
Server.ini with incorrect / incomplete entries:
[Server] Version=4.6.6.176
HTTPPort=8080
AgentHttpPort=8081
IsAgentHandlerPrimary=1
ServerIPAddress=192.168.2.100
ServerName=ePO-Cluster
ServerDNSName=domain.com
FipsMode=0
SecureHttpPort=8443
BroadcastPort=8082
DataSource=SQL-Server,1433
UseNTLMv2=1
LastRegisteredServerName=ePO-Cluster
LastRegisteredServerIPAddress=192.168.2.100
LastRegisteredServerDNSName=domain.com
LastRegisteredServerID=1
CatalogVersion=20130530143509
EnableGlobalOneHourUpdate=0
GlobalUpdateRandomization=20

[AuditPurgeInfo]
Enabled=no
Ceiling=800000
Frequency=5

Solution 1

Edit the cluster.cfg and server.ini and add the correct values.
  1. Locate the cluster.cfg and server.ini in the ePO DB folder. This is on the shared cluster disk.
    Example: E:\Program Files\McAfee\ePolicy Orchestrator\DB
     
  2. Open the cluster.cfg with a text editor such as Notepad.
    1. Change the ServerIPAddress and ServerDNSName to be the IP address for the cluster and FQDN that resolves to the same IP.
    2. Save the changes.
       
  3. Open the server.ini with Notepad.
    1. Change the ServerIPAddress and ServerDNSName to the IP for the cluster and FQDN that resolves to the same IP.
    2. Change the LastRegisteredServerIPAddress and LastRegisteredServerDNSName values to the same IP address.
    3. Save the changes.
       
  4. Restart the ePO services and attempt to activate the EEPC client systems.

Solution 2

If the above solution does not resolve this issue, search the Knowledge Base using the following string including the double quotes to locate other content covering inactive issues:

"Client always shows the System State as Inactive"

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