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Agent Encryption Key Not Loading?

Created: 21 Oct 2013 • Updated: 28 Oct 2013 | 5 comments
This issue has been solved. See solution.

We came in this morning and noticed hundreds of errors in the logs of our NS that state:

 "Data encryption for resource: XXXXX was requested, but encryption key is missing."

Followed quickly by

"Unable to process session message "<msg type="EndpointTrustInfo" guid="dc7d6d99-5c97-410e-b7f5-2a4dd2f63702" />" from session {c25c6b38-daf8-471a-942d-5c7163f4fe66}: Altiris.NS.Exceptions.NSComException (0x80077000): Failed to load agent encryption key. 

Each one repeats over and over again with the later repeasting changing the GUID. I am sure that we received the large quantity because inventory came due but the bigger question is why did it happen in the first place and is there a wayt o fix it?

 
Operating Systems:

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Robert Steinle's picture

Hi,

 

This message indicates that PublicKey for the Agent with resource GUID "dc7d6d99-5c97-410e-b7f5-2a4dd2f63702" is missing in the Server Database. This usually occurs if you redirect existing 7.5 agent to the new NS Server, after several retries PublicKey will be re-created in the DB and such messages for this particular resource should not appear anymore.

Regards,

Robert Steinle

Symantec Corporation

 

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SOLUTION
jpellet2's picture

OK, so we upgraded 7.1 agents to 7.5 agents but didn't point them to a new server. It does seemt to be happening to every client and has happened em masse for the second day in a row. Is there a way to kick off the process or do you know how long it takes before its done automatically?

 

Robert Steinle's picture

Can you share agent logs from any affected client?

 

Thanks in advance.

Regards,

Robert Steinle

Symantec Corporation

 

For Forum threads, please click "Mark as Solution" if answered.

jpellet2's picture

So far it looks like the clients have fixed themselves. I'll wait until next Tuesday for sure since full inventory comes in Monday morning.

jpellet2's picture

Giving it the week seemed to have resolved the issue. A little scary seeing this giant red line in the new log viewer of all errors!