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Firewall_Head
Explorer

AM blade not running/status information missing

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,

FW

0 Kudos
5 Replies
Firewall_Head
Explorer

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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0 Kudos
Chris_Atkinson
Employee Employee
Employee

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?

CCSM R77/R80/ELITE
0 Kudos
Firewall_Head
Explorer

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,

FH

0 Kudos
Firewall_Head
Explorer

Hey @Chris_Atkinson ,

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

=========

WR,

FH

0 Kudos
Chris_Atkinson
Employee Employee
Employee

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

CCSM R77/R80/ELITE
0 Kudos

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