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Policy request failed from: <IP Address>. Failed to load agent encryption key.

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Article ID: 162870

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Updated On:

Products

IT Management Suite

Issue/Introduction

After creating a new SMP with a new database, the pre-existing client machines are trying to connect to this new server (this new server has the same name as the previous one). Certificates were imported from the previous server.

The following message appears occasionally from different IP addresses:

Policy request failed from: 192.68.72.197
Failed to load agent encryption key.‚Äč

The following message is noticed on the client machine itself:

Http status: 500
Id: {7360100C-F164-4F8C-A863-212C068AD18C}
Error type: HTTP error
Error result: 0x80042D21
Error code: 500
Error note: 500 Internal Server Error: <error type="DECRYPT_CRYPTO_FAILURE"

 

 

 

On the NS logs:

Policy request failed from: 10.0.72.197
Failed to load agent encryption key.
   [Altiris.NS.Exceptions.NSComException @ Altiris.NS]
   at Altiris.NS.AgentManagement.PolicyRequest.CheckSecuredEncrypt(ParseRequestResult result)
   at Altiris.NS.AgentManagement.PolicyRequest.GetPolicies(String request, Boolean bCompress, String& agentPoliciesXml)
   at Altiris.Web.NS.Agent.GetClientPoliciesHandler.ProcessRequest(HttpContext context)
 
COM Exception errcode: 0x80077000
 
Exception logged from:
   at Altiris.Diagnostics.Logging.EventLog.ReportException(Int32 severity, String strMessage, String category, Exception exception, String footer)
   at Altiris.Web.NS.Agent.GetClientPoliciesHandler.HandleNsComException(HttpContext ctx, NSComException ex)
   at Altiris.Web.NS.Agent.GetClientPoliciesHandler.ProcessRequest(HttpContext context)
   at System.Web.HttpApplication.CallHandlerExecutionStep.System.Web.HttpApplication.IExecutionStep.Execute()
   at System.Web.HttpApplication.ExecuteStep(IExecutionStep step, Boolean& completedSynchronously)
   at System.Web.HttpApplication.PipelineStepManager.ResumeSteps(Exception error)
   at System.Web.HttpApplication.BeginProcessRequestNotification(HttpContext context, AsyncCallback cb)
   at System.Web.HttpRuntime.ProcessRequestNotificationPrivate(IIS7WorkerRequest wr, HttpContext context)
   at System.Web.Hosting.PipelineRuntime.ProcessRequestNotificationHelper(IntPtr rootedObjectsPointer, IntPtr nativeRequestContext, IntPtr moduleData, Int32 flags)
   at System.Web.Hosting.PipelineRuntime.ProcessRequestNotification(IntPtr rootedObjectsPointer, IntPtr nativeRequestContext, IntPtr moduleData, Int32 flags)
 
-----------------------------------------------------------------------------------------------------
Date: 1/27/2016 11:40:31 AM, Tick Count: 2823359 (00:47:03.3590000), Size: 2.12 KB
Process: w3wp (1732), Thread ID: 84, Module: w3wp.exe
Priority: 1, Source: Altiris.Web.NS.Agent.GetClientPoliciesHandler.HandleNsComException
 
 
On the client machine:
 
Operation 'Post' failed.
Protocol: HTTPS 
Host: mycomputer.xxx.com:443
Path: /Altiris/NS/Agent/PostEvent.asp
Http status: 500
Id: {7360100C-F164-4F8C-A863-212C068AD18C}
Error type: HTTP error
Error result: 0x80042D21
Error code: 500
Error note: 500 Internal Server Error: <error type="DECRYPT_CRYPTO_FAILURE" key="AAAAAQABiWTaX3aaA1eTu5bhuF5Sc7wy03YznfEQJy2HW+8x75P5IjMlxmz+1Osm6/Oinr/xRF7Ywq09lrfhtskXwie2m7CvQcHthdHr6zMHS9MtJv/+IYuQ3YaRJBVhKMKhc09WLuzIelh8HPf5rWPvtRm/effx6DZUHKJu85iNTj4IvK5Q4JonyYbW7UqzQvKEhCMKAVcHOX4frLAA/txknEKmAeLOgB0Zrz8nGV/IchYXKTdOQVDUxMApWhPKQZSr5RfdnLRKrJrv9tw9RSVy2OsGuyyafP/xRWoE0iDEjc7q3VMzFrbXVpTZoFyGJ4qmFk3KyBdhuuKML0IM0tklQcs7uw=="></error>
Error message: HTTP error occured
-----------------------------------------------------------------------------------------------------
Date: 1/27/2016 11:40:41 AM, Tick Count: 1842449 (00:30:42.4490000), Size: 972 B
Process: AeXNSAgent.exe (4612), Thread ID: 4528, Module: AeXNetComms.dll
Priority: 1, Source: NetworkOperation

Cause

This message indicates that PublicKey for the Agent referenced is missing in the Server Database. This usually occurs if you redirect existing 7.5 or 7.6 agents to the new SMP Server.

Resolution

This error message should auto-correct. After several retries PublicKey will be re-created in the DB and such messages for this particular resource should not appear anymore.