Error is thrown when issuing a "Change Server" command to Endpoint Agents

Products

• Data Loss Prevention Core Package
• Data Loss Prevention
• Data Loss Prevention Enforce

Issue/Introduction

When attempting to issue a 'Change Server' command to a list of Endpoint Agents or a specific Agent, an unexpected error is thrown.

Environment

DLP 15.8 or higher

Cause

One or more of the selected agents are not reporting the Agent version properly in the Enforce console, which will cause the task to fail.

This could be due to an empty (null) value, but it might also occur if the DLP Agent version is not expected (e.g., if the DLP Agent version is higher than the Enforce version, which is an unsupported setup).

In the Tomcat logs (localhost.<date>.log), a NullPointerException is thrown while parsing and processing the agent version.

By default, the Tomcat log is located in %PROGRAMDATA%\Symantec\DataLossPrevention\EnforceServer\<DLP Version>\logs\tomcat.

17 Dec 2024 14:13:14,105- Thread: 122 WARNING [com.vontu.manager.struts.transactions.BeginsAndCompletesTransactionProxy] Exception thrown by class com.vontu.manager.admin.endpoint.troubleshoot.action.TroubleshootAgentsAction.execute
17 Dec 2024 14:13:14,105- Thread: 122 WARNING [com.vontu.manager.struts.transactions.BeginsAndCompletesTransactionProxy] Aborting transaction after method call failed [class com.vontu.manager.admin.endpoint.troubleshoot.action.TroubleshootAgentsAction.execute]
17 Dec 2024 14:13:14,105- Thread: 122 FINE [com.vontu.model.Model] model.transaction.abort.success: https-jsse-nio-443-exec-5
17 Dec 2024 14:13:14,105- Thread: 122 SEVERE [com.vontu.manager] [/AgentTroubleshooting] Unexpected error occurred while processing action
17 Dec 2024 14:13:14,105- Thread: 122 SEVERE [com.vontu.manager] [/AgentTroubleshooting] 
Cause:
java.lang.NullPointerExceptionjava.lang.NullPointerException
    at com.vontu.util.software.Version.parseVersion(Version.java:55)
    at com.vontu.util.software.Version.<init>(Version.java:44)
    at com.vontu.manager.admin.endpoint.troubleshoot.action.TroubleshootAgentsAction.checkAgentVersions(TroubleshootAgentsAction.java:345)
    at com.vontu.manager.admin.endpoint.troubleshoot.action.TroubleshootAgentsAction.execute(TroubleshootAgentsAction.java:168)

 

Additionally, the error does not specify which agent is affected.

 

Resolution

To resolve the issue, do not include any agents that are not reporting the DLP Agent version when issuing the Change Server task.

Any agents not reporting a version are most likely unable to connect to the Endpoint Prevent Server or are using an unsupported version.

To locate the problematic agents, refer to the following article, which describes a similar issue:

Error is thrown when adding a specific Endpoint Agent to the list of Target Endpoints in an Endpoint Discover Scan 

 

 

Additional Information

The missing version, or other details, of the agents need to be investigated separately. Most likely the cause is issues with agent connectivity.

Please refer to the below articles for guidance in troubleshooting those:

Troubleshoot Agents not reporting into the Enforce Console 

DLP Agent Connectivity Troubleshooting