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SMP Agents failing to register with Task Servers. Failed to call TS method 'RegisterClient'

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Article ID: 162002

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Updated On:

Products

IT Management Suite Task Server

Issue/Introduction

Symantec Management Platform (SMP) server or Task Servers refuse to acknowledge a manage agent when it tries to register for tasks. Failed to call TS method 'RegisterClient'. Connection refused from unmanaged clients.

Cause

This is a known issue that occurs when the data in the secure storage folder contains a GUID that the agent is no longer using.
The Secure Storage folder is is labeled Ldb and is located here: C:\ProgramData\Symantec\Symantec Agent\Ldb.

Resolution

Follow these steps top resolve:
  1. Stop the Symantec Management Agent service.
  2. Delete the Secure Storage folder.
    1. C:\ProgramData\Symantec\Symantec Agent\Ldb
  3. Re-start the Symantec Management Agent service
The Secure Storage folder will be re-created as the agent launches.

This often happens from several agents at the same time. There is no way to determine which agent sin the environment are sending in these messages as the GUID they are sending in has been deleted from the SMP database, and is not recoverable. When this is the case, creating a script to be sent out to all agents, preferably as a logon GPO, may be needed to to clear up all instances.  There is no harm to the SMP Agent or the SMP database to continually delete this folder over a few days time, and will likely be necessary to clear all effected agents.

This applies to all versions after SMP 7.5