Unable to fetch registered CCS agent XMLs from a CCS manager
Article ID: 423472
Updated On:
Products
Issue/Introduction
Control Compliance Suite (CCS)
You have registered a CCS agent(s) to a CCS manager, but when you run a 'Fetch Registered Agents' default job, no agents are imported even though if you go locally to the manager and look in the C:\Program Files (x86)\Symantec\CCS\Reporting and Analytics\ESM\assets folder, you can see the agent XML files are present.
Environment
CCS 12.6.1
CCS 12.7.0
CCS 12.8
Cause
Be default, when a CCS manager is installed, a CCS agent is also installed at the same time. The CCS agent on the manager is not registered back into CCS by default, so it does not show up in the CCS console which might look like the CCS agent does not exist on the manager. Customers will then install a CCS agent-only install on the Manager thinking this will fix the issue, but installing an agent-only install will break the CCS manager so that the 'Fetch Registered agents' (and any other Import Assets and Agents job) will not be able to bring in the agent XML files into CCS. Because the agent-only install will overwrite registry keys that the Manager uses, even if the agent-only install is removed, the CCS manager will still be broken. All other features of the CCS Manager will work correctly, only the importing of agent XMLs will be broken.
Resolution
NOTE: Make sure you make a snapshot or backup the entire server before making any changes, especially if the CCS Application Server is on the same server. If you have any questions or concerns, please contact support before uninstalling any CCS components.
For Remote CCS Managers:
For a remote manager (a manager that is not on the CCS Application server), the easiest way to make sure everything is installed correctly for the CCS manager is to uninstall the CCS Manager, which should also uninstall the CCS agent, then reinstall the CCS Manager fresh
Before uninstalling the CCS Manager, make sure you do the following
- In the CCS console, make a note of the CCS Roles that are assigned to that manager (Settings -> Deployment View, then right click on the manager and 'Edit Settings'. Under 'Symantec CCS Manager', select 'Basic' and take a screenshot of the Roles and Data Collector(s) sections.
- If you uninstall the agent first, then that will sometimes cause the manager to not be able to be uninstalled, and other steps are needed to clean up the remnants of the CCS Manager before it can be reinstalled. Reboot your server to see if you are then able to install the CCS Manager. If you still are unable to reinstall the CCS Manager after the reboot, contact support for utilities that can clean up CCS components from the server.
NOTE: Once both the CCS agent-only install and the CCS Manager are uninstalled, it is recommended to reboot the Windows server (to make sure there are no orphaned processes running, etc.) and then you can reinstall a CCS manager again to fix the issue.
Once the manager is reinstalled, make sure you run the 'Agent Configuration' utility on the Manager and register the manager's agent to CCS so it will show up correctly in the CCS console.
See the additional information below for links that might need to be applied to your manager once it is reinstalled.
For the CCS Manager that is installed on the Application Server:
If you are not able to fetch agents from the CCS Manager that is on the Application Server, that can be more difficult to resolve so there is no impact to the CCS Application Server. Note that all other CCS Manager functions and roles will work correctly on the Manager, but you will just not be able to retrieve any registered agents from that Manager, so as a workaround you can register agents to other managers and use them to import your agents.
If you do need to be able to fetch agents from the Manager on the Application Server, it is recommended to contact Support so they can assist you with resolving this issue and not impacting your CCS Application server.
Additional Information
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