Lost connection to the SMP Server. Error code: An existing connection was forcibly closed by the remote host (10054)
search cancel

Lost connection to the SMP Server. Error code: An existing connection was forcibly closed by the remote host (10054)

book

Article ID: 408684

calendar_today

Updated On:

Products

IT Management Suite

Issue/Introduction

Lately you have received reports that the Symantec Management Agent (SMA or Altiris Agent) is unable to reach the SMP Server or one of your Site Servers. Sometimes this happens randomly thru the day.

The Agent logs showed messages like these ones:

---------------------------------------------------------------------------------------------------------------------------------------------------

The first attempt to connect with "Url: HTTPS://SMPserver.example.com:443" is successful:

Operation 'Direct: Head' completed successfully. 
Url: HTTPS://SMPserver.example.com:443/altiris/TaskManagement/CTAgent/PersistentSettings.aspx?operation=set&resourceGuid=58c38da2-2852-4eb3-ad26-50f2410dfa07&crc=00080007000010EA 
Connection path: 1.0* - Direct: [10.xx.xx.67] -> SMPserver.example.com [10.xx.xx.128:443] Negotiate 
Communication profile id: {xxxxxxxxxxxxxxx-4d74-b3d0-xxxxxxxxxxxxxxx} 
Throttling: 0 0 0 
Server SSL connection info: 
   Server certificate: 
      Serial number: xxxxxxxxxxxxxxxxxxx 7b 47 6e ec 
      Thumbprint: be xxxxxxxxxxxxxxxxxx7c f9 f7 e4 c5 02 7c 2e 
   Client certificate: 
      Serial number: N/A 
      Thumbprint: N/A 
   Cryptographic protocol: TLS 1.2 
   Cipher suite: TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384 
   Cipher algorithm: AES 
   Cipher key length: 256 
   Hash algorithm:  
   Hash length: 0 
   Key exchange algorithm: ECDH 
   Key length: 255 
Client SSL attributes for server connection: 
   Client certificate: 
      Serial number: N/A 
      Thumbprint: N/A 
   Cryptographic protocol: TLS 1.2
Connection path id: f9715a73923aa6d7dc62730a3684a91d59ac6a0c
-----------------------------------------------------------------------------------------------------
Date: 8/28/2025 7:52:10 AM, Tick Count: 219547578 (2.12:59:07.5780000), Size: 1.36 KB
Process: AeXNSAgent.exe (7404), Thread ID: 14612, Module: AeXNetComms.dll
Priority: 8, Source: NetworkOperation

However, it has been trying to reach it a couple of times:

Server 'https:SMPserver.example.com:443' connection failed, total attempts: 7, errors: 4, 1 continuous errors since 8/28/2025 7:52:10 AM
-----------------------------------------------------------------------------------------------------
Date: 8/28/2025 7:52:10 AM, Tick Count: 219547593 (2.12:59:07.5930000), Size: 378 B
Process: AeXNSAgent.exe (7404), Thread ID: 14612, Module: AeXNetMon.dll
Priority: 16, Source: NetworkMonitor

and then, it fails:

Operation 'Direct: Post' failed. 
Url: HTTPS://SMPserver.example.com:443/altiris/TaskManagement/CTAgent/PersistentSettings.aspx?operation=set&resourceGuid=58c38da2-2852-4eb3-ad26-50f2410dfa07&crc=00080007000010EA 
Connection path: 1.0* - Direct: [10.xx.xx.67] -> ec-altirissmp1.menards.net [10.xx.xx.128:443] Negotiate 
Communication profile id: {xxxxxxxxxxxxxxx-4d74-b3d0-xxxxxxxxxxxxxxx} 
Throttling: 0 0 0 
Connecton stage: Server connect 
Error type: Network error 
Error code: An existing connection was forcibly closed by the remote host (10054) 
Error note: Failed to send 392 bytes to sync socket 0000000000001548 
Server SSL connection info: 
   Server certificate: 
      Serial number: xxxxxxxxxxxxxxxxxxx 7b 47 6e ec 
      Thumbprint: be xxxxxxxxxxxxxxxxxx7c f9 f7 e4 c5 02 7c 2e 
   Client certificate: 
      Serial number: N/A 
      Thumbprint: N/A 
   Cryptographic protocol: TLS 1.2 
   Cipher suite: TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384 
   Cipher algorithm: AES 
   Cipher key length: 256 
   Hash algorithm:  
   Hash length: 0 
   Key exchange algorithm: ECDH 
   Key length: 255 
Client SSL attributes for server connection: 
   Client certificate: 
      Serial number: N/A 
      Thumbprint: N/A 
   Cryptographic protocol: TLS 1.2
Connection path id: f9715a73923aa6d7dc62730a3684a91d59ac6a0c
-----------------------------------------------------------------------------------------------------
Date: 8/28/2025 7:52:10 AM, Tick Count: 219547593 (2.12:59:07.5930000), Size: 1.56 KB
Process: AeXNSAgent.exe (7404), Thread ID: 14612, Module: AeXNetComms.dll
Priority: 1, Source: NetworkOperation

Web request 'POST' failed: https://SMPserver.example.com:443/altiris/TaskManagement/ClientTask/ReportTaskData.aspx?clientTaskServerGuid=8443e443-67c4-4df2-8917-be89795ef54f&priority=8&count=5&size=9212.

   [Altiris.DotNetLib.Interop.AeXNetComms.Web.Exceptions.AeXWebRequestException @ Altiris.DotNetLib]
   at Altiris.DotNetLib.Interop.AeXNetComms.Web.AeXWebRequest.Execute(String requestUriString, Guid cnnProfileId, TimeSpan timeout, Boolean isPost, String data)
   at Altiris.DotNetLib.Helpers.AtrsHttpOps.Execute(String url, Guid cnnProfileId, TimeSpan timeout, Boolean isPost, String data)
   at Altiris.ClientTask.Server.Communication.NotificationServerWebConnection.PostToNotificationServerWithRetry(String url, Guid cnnProfileId, String data, Int32 nMaxAttempts, TimeSpan timeout)

One or more errors occurred.
   [System.AggregateException @ mscorlib]
   at System.Threading.Tasks.Task`1.GetResultCore(Boolean waitCompletionNotification)
   at Altiris.DotNetLib.Interop.AeXNetComms.AeXAsyncRequest.Execute()
   at Altiris.DotNetLib.Interop.AeXNetComms.Web.AeXWebRequest.Execute(String requestUriString, Guid cnnProfileId, TimeSpan timeout, Boolean isPost, String data)

Web request 'POST' failed: https://SMPserver.example.com:443/altiris/TaskManagement/ClientTask/ReportTaskData.aspx?clientTaskServerGuid=8443e443-67c4-4df2-8917-be89795ef54f&priority=8&count=5&size=9212.
   [Altiris.DotNetLib.Interop.AeXNetComms.Web.Exceptions.AeXWebRequestException @ Altiris.DotNetLib]
   at Altiris.DotNetLib.Interop.AeXNetComms.Web.AeXWebRequest.OperationCallback(IAeXNetworkTransport5 transport)
   at Altiris.DotNetLib.Interop.AeXNetComms.AeXRequest.ExecuteRequestSyncCallbackImpl(IAeXNetworkTransport5 transport)
--- End of stack trace from previous location where exception was thrown ---
   at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
   at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
   at Altiris.DotNetLib.Interop.AeXNetComms.AeXAsyncRequest.<ExecuteCallback>d__58.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
   at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
   at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
   at Altiris.DotNetLib.Interop.AeXNetComms.AeXTransportInstance.<ExecuteRequestCallback>d__20.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
   at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
   at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
   at Altiris.DotNetLib.Interop.AeXNetComms.AeXPooledTransportInstance.<ExecuteRequestCallback>d__8.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
   at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
   at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
   at Altiris.DotNetLib.Interop.AeXNetComms.AeXTransportManager.<ExecuteRequest>d__40.MoveNext()
--- End of stack trace from previous location where exception was thrown ---
   at System.Runtime.ExceptionServices.ExceptionDispatchInfo.Throw()
   at System.Runtime.CompilerServices.TaskAwaiter.HandleNonSuccessAndDebuggerNotification(Task task)
   at Altiris.DotNetLib.Interop.AeXNetComms.AeXAsyncRequest.<ExecuteAsync>d__57.MoveNext()

Failed to send 392 bytes to sync socket 0000000000001548 
   [System.Runtime.InteropServices.COMException @ Altiris.AeXNetwork.Transport.1]
   at Interop.AeXNetComms.AeXNetworkTransportClass.IAeXNetworkTransport5_Post(String url, String data, Int32 decompress)
   at Altiris.DotNetLib.Interop.AeXNetComms.Web.AeXWebRequest.OperationCallback(IAeXNetworkTransport5 transport)

COM Exception errcode: 0x80072746

Exception logged from: 
   at Altiris.DotNetLib.Logging.AtrsLog.ExceptionMessage(String message, Exception exception)
   at Altiris.ClientTask.Server.Logging.NSAgentLog.ReportMessage(Severity severity, String moduleName, String source, Exception exception, String message, Object[] arguments)
   at Altiris.ClientTask.Server.Communication.NotificationServerWebConnection.PostToNotificationServerWithRetry(String url, Guid cnnProfileId, String data, Int32 nMaxAttempts, TimeSpan timeout)
   at Altiris.ClientTask.Server.Communication.NotificationServerWebConnection.PostToNotificationServer(String url, Guid cnnProfileId, String postData)
   at Altiris.ClientTask.Server.Communication.NotificationServerWebConnection.Altiris.TaskManagement.Common.ClientTask.Communication.IInternalNotificationServerConnection.SendStatusXml(String statusXml, Int32 priority, Int64 count, Int64 size)
   at Altiris.ClientTask.Server.Data.RemoteClientTaskReporting.SendPendingEvents(ClientTaskEventString eventBlock)
   at Altiris.ClientTask.Server.Data.RemoteClientTaskReporting.SendPendingEvents(Int64& count, Int64& size)
   at Altiris.ClientTask.Server.Data.RemoteClientTaskReporting.RetrySendEvents(WaitHandle[] stoppers)
   at Altiris.ClientTask.Server.Data.RemoteClientTaskReporting.RunSendEventsLoop(WaitHandle[] stoppers, WaitHandle[] waiters)
   at Altiris.ClientTask.Server.Data.RemoteClientTaskReporting.WorkingThreadProc()
   at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
   at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
   at System.Threading.ThreadHelper.ThreadStart()

-----------------------------------------------------------------------------------------------------
Date: 8/28/2025 7:52:10 AM, Tick Count: 361558765 (4.04:25:58.7650000), Size: 5.91 KB
Process: AtrsHost.exe (7640), Thread ID: 7784, Module: AtrsHost.exe
Priority: 1, Source: NotificationServerWebConnection

Environment

ITMS 8.x

Cause

Network issue due to how the customer has their:

  1. Network Output Rate limit configured.

    OR

  2. Issues with the Tunnel interface MTU causing fragmentation in packets

Resolution

For Reason 1:

Work with your network team to up the Network Outbound Rate Limit.

 

For reason 2:

Check if the MTU size has been changed on the affected machine.

  1. Use netsh command that gives you the actual MTU size:

    Netsh interface ipv4 show interface
     
  2. If it is still at 1500 (or a lower value), try the following command:

    ping <ipaddress of the SMP Server> -l 1500 -f -n 1

    If you get the message:

    Packet needs to be fragmented but DF set.

    Then, try to reduce the MTU size until you get a reply:

    ping <ipaddress of the SMP Server> -l 1470 -f -n 1

    Reply from 10.xxx.xx.xxx: bytes=1470 time=1ms TTL=128

  3. Then, you can change it using a netsh command:

    Netsh ipv4 set subinterface “xx” MTU=1470 store=persistent
    where xx is the Idx number of the network adapter you want to change (retrieved from the first command).
     
  4. After the change, try again reaching out the pages that were failing to access.

Additional Information

Powered by Wolken Software