AM blade not running/status information missing

Firewall_Head — Sun, 10 Nov 2024 05:15:58 GMT

Dear Checkmates,

Setup: R81.10 Endpoint security server

Endpoint Version: Windows server 2019

I was performing an agent upgrade activity for one of my customers from E87.52(E1) to E88.31(E2) via the SmartEndpoint console but after the server came up the blade status was showing as "status info missing". My TP blades are disabled by policy.

Troubleshooting steps:

1> To try fix this, I pushed an agent repair and that didn't help.

2> Tried rebooting the server but no luck.

3> Tried checking the logs but didn't find anything unusual.

I tried replicating the same in my lab and I am surprised that I saw the same error. Can anyone help me out on this, we could do a remote to check this.

Please check the attachments for error snaps.

=============

WR,

Re: AM blade not running/status information missing

Firewall_Head — Sun, 10 Nov 2024 05:33:41 GMT

I'd like to add one more thing which I tried doing using this SK

https://support.checkpoint.com/results/sk/sk182513

Below is the output from my client.

if([Environment]::Is64BitOperatingSystem) {
$registryPath = "HKLM:\SOFTWARE\WOW6432Node\CheckPoint\Endpoint Security\Anti-Malware"
}
else {
$registryPath = "HKLM:\SOFTWARE\CheckPoint\Endpoint Security\Anti-Malware"
}
$entryName = "Installed"

$regValue = Get-ItemProperty -Path $registryPath -Name $entryName -ErrorAction SilentlyContinue

if ($regValue -ne $null) {
if ($regValue.$entryName -eq 1) {
"E1 engine is installed"
Exit 1
}
elseif ($regValue.$entryName -eq 2) {
"E2 engine is installed"
Exit 0
}
}

$ret = 0
$upgradeCode = "{B78B87C8-E88F-4E89-86D9-F6C4ED0B6737}"
$installer = New-Object -ComObject WindowsInstaller.Installer
$relatedProducts = $installer.RelatedProducts($upgradeCode)
foreach($productCode in $relatedProducts) {
$productVersion = $installer.ProductInfo($productCode, "VersionString")
$localPackage = $installer.ProductInfo($productCode, "LocalPackage")
$db = $installer.OpenDatabase($localPackage, 0)
$lastError = $installer.LastErrorRecord()
if ($lastError -ne $null) {
$lastError.FormatText()
continue
}
$view = $db.OpenView("SELECT `DiskId` FROM `Media` WHERE `Cabinet`='#AM1.cab'")
$lastError = $installer.LastErrorRecord()
if ($lastError -ne $null) {
$lastError.FormatText()
}
$view.Execute()
$lastError = $installer.LastErrorRecord()
if ($lastError -ne $null) {
$lastError.FormatText()
}
$record = $view.Fetch()
$lastError = $installer.LastErrorRecord()
if ($lastError -ne $null) {
$lastError.FormatText()
}
if ($record -ne $null) {
"E1 files were detected in $localPackage of the installed E$productVersion"
$ret = 1
}
$view.Close()
$view = $null
$db = $null
}
if ($ret -eq 0) {
"No E1 files detected"
}
Exit $ret

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Re: AM blade not running/status information missing

Chris_Atkinson — Sun, 10 Nov 2024 05:44:07 GMT

With reference to sk178307 what process did you follow to complete the upgrade and which blades are enabled?

Have you consulted with TAC at all?

Re: AM blade not running/status information missing

Firewall_Head — Sun, 10 Nov 2024 05:50:59 GMT

Hi @Chris_Atkinson ,

I did the agent upgrade using the deployment rule and I am using all the threat prevention blades but they are disabled by policy.

======

WR,

Re: AM blade not running/status information missing

Firewall_Head — Mon, 11 Nov 2024 01:22:08 GMT

Hey @Chris_Atkinson ,

Can you please shed some light on why this is happening.

=========

WR,

Re: AM blade not running/status information missing

Chris_Atkinson — Mon, 11 Nov 2024 09:04:51 GMT

Please contact TAC if you've already taken into account sk178307.

Alternately you could attempt a different client version in your lab to see if it alters the outcome e.g. E88.60

topic AM blade not running/status information missing in Endpoint

AM blade not running/status information missing

Re: AM blade not running/status information missing

Re: AM blade not running/status information missing

Re: AM blade not running/status information missing

Re: AM blade not running/status information missing

Re: AM blade not running/status information missing