All procedures fail

Products ITarian Endpoint Manager
1

Hi.

I’ve just noticed that a large number of our Windows 10 devices are not running procedures. In the logs they start and finish within 2 seconds and fail. No error given. They all have the latest Itarian software installed. I’ve tried the procedures with and without Comodo security running. There’s also nothing in the event logs to indicate an error. Any ideas?

2

Hi @paul.clark,

Sorry for the trouble caused. We have created support ticket to your registered forum email address and please provide requested logs
to investigate the issue.

Kind Regards,
PremJK

3

Hi.

I don’t see any requests for log files in my messages. Which files do you require?

4

Hi @paul.clark,

We have created support ticket, please check Inbox of your registered forum email and please let us know, if you didn’t receive any.

Kind Regards,
PremJK

5

Hi @PremJkumar

We are having exactly the same issue on a dozen endpoints: any procedure we launch on them just fails in just a second, with no output nor reason. See the attached screenshots for the details.

How was this solved in the previously reported case?

Thanks in advance for your help!

Regards,
– Javier Llorente
Endpoint Security
Devoteam

Screenshot_20201204-1012_03.jpg
Screenshot_20201204-1012_03.jpg1186×900 151 KB

Screenshot_20201204-1012_02.jpg
Screenshot_20201204-1012_02.jpg1186×900 217 KB

6

In my case the script “Disable Windows Firewall” applied on windows 10 endpoint is no longer working, without any output in Script log

7

Hi @DevoteamEndpointSecu,

Sorry for the trouble caused. We have created a support ticket to investigate the issue and will reach you, if any details needed.

Kind Regards,
PremJK

8

Hi @datalink,

Sorry for the issue. We will ask our script developers to check the script and update you.

Kind Regards,
PremJK

9

Hello everyone,

Just in case anyone faces the same issue, we have found a workaround.

The symptoms of the issue are that, on some endpoints, any procedure we launch on them just fails in just a second, with no output nor reason.

The workaround goes as follow:

  • Open the computer in Comodo Endpoint manager
  • Open the Remote Tools > Commands Interface, then establish Connection to Remote Host with User Type: System user
  • Run the following one-line command to reinstall EMCC and then restart the ITSM Service: 
    wmic product where "Name like 'Endpoint Manager Communication Client'" call Reinstall && net stop ITSMservice && net start ITSMservice
  • The remote host will be disconnected and will ask to reconnect.
  • Go back to the Device Summary and refresh the page; the scripts should work again.
We have tested this workaround in at least five different computers and it has solved the issue to run remote procedures in all of them. Though this workaround cannot be automated, the number of affected endpoints is low, so it's feasible to do this manually one by one.

Hope this will be helpful for someone else.

Have a nice day,
– Javier Llorente
Endpoint Security - Devoteam

10

Hi @DevoteamEndpointSecu,

Thanks for taking time to provide workaround for the issue.

Kind Regards,
PremJk