Unified Agent goes into failure mode with error "Unhandled exception in CTC Check"

Products

• Cloud Secure Web Gateway - Cloud SWG

Issue/Introduction

Unified Agent (UA) intermittently fails to connect to WSS. The message in the UA log says "Unhandled exception in CTC Check" and  UA stays in failure mode.

Example of Unified Agent Diagnostics logs : -
[12-03-2018 07:53:01 (UTC+1:00)]: ---- Starting Service (4.10.3.225009)---
[12-03-2018 07:53:35 (UTC+1:00)]: Unhandled exception in CTC Check
[12-03-2018 07:53:35 (UTC+1:00)]: Customer ID: xxxx
[12-03-2018 07:53:39 (UTC+1:00)]: Windows 7 Enterprise x86_64 6.1.7601 Service Pack 1 machine name: SYMCTEST machineID: 89c03c6f-xxxx-452a-xxxx-cf8ad8cxxxx

 

Environment

• Web Security Service
• Unified Agent Version 4.10.3 and 4.10.6
• Windows 7 and Windows 10

Resolution

Unified Agent is end-of-support and should be upgrade to WSS Agent (current available release is 7.5).