One traps agent not able to register with TMS Cloud

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L5 Sessionator

One traps agent not able to register with TMS Cloud

Hi Team,

 

We are facing a weird issue where one server (Ubuntu 16.04) cannot register with the TMS cloud. We are seeing the below in the traps.d log file. Anyone seen this before?

 

{trapsd:Communication } <Notice> The agent is not registered. Registering with the cloud.
2019 Feb 22 13:30:47.828+00:00 rafaorguk (identification_manager.cpp:556 IdentificationManager::CompareHardwareIds) [1371:139627407062784 ReportScheduler:9] {trapsd:AgentIdentification } <Debug> Comparing hardware ids
2019 Feb 22 13:30:47.829+00:00 rafaorguk (identification_manager.cpp:575 IdentificationManager::CompareHardwareIds) [1371:139627407062784 ReportScheduler:9] {trapsd:AgentIdentification } <Debug> Stored hardware id is 10717888838915039027, calculated hardware id is 10717888838915039027
2019 Feb 22 13:30:47.829+00:00 rafaorguk (identification_manager.cpp:198 IdentificationManager::Register) [1371:139627407062784 ReportScheduler:9] {trapsd:AgentIdentification } <Debug> All checks done, registering
2019 Feb 22 13:30:47.829+00:00 rafaorguk (identification_manager.cpp:266 IdentificationManager::RegisterInternal) [1371:139627407062784 ReportScheduler:9] {trapsd:AgentIdentification } <Debug> Registering using agent id
2019 Feb 22 13:30:47.829+00:00 rafaorguk [1371:139627407062784 ReportScheduler:9] {trapsd:Infrastructure /operations/provision/register} <Info> Communication with TMS is disabled. replace distribution ID to reconnect
2019 Feb 22 13:30:47.829+00:00 rafaorguk [1371:139627407062784 ReportScheduler:9] {trapsd:Communication } <Error> Connectivity Error, error_type = 3

 

The traps agent version is 5.0.4.1179

 

Thanks,

Luke.

Tags (4)

Re: One traps agent not able to register with TMS Cloud

Hi @LukeBullimore ,

 

I have just faced the same error with agent 5.0.5, but the endpoint had a third party antivirus, so I tried uninstalling the third party antivirus, then uninstall traps agent and install it again and it worked fine, and on another machine I did the same but the error was still happening so I tried downloading the agent file again and install traps and it worked again, probably the file go corrupted, so you can try both workarounds if appliacable, also please provide the status from the TMS, it is most probably unauthorized or unlicensed, also confirm that you have enough licenses., also make sure the connectivity is ok.

Regards

 

L4 Transporter

Re: One traps agent not able to register with TMS Cloud

LukeBullimore,

 

Was the original installer deleted from the TMS? This error normally comes up when that is the case. I would recommend to create a new installer in the TMS, download it, and install it.

 

If the issue continues, open a case with Palo Alto Networks support to investigate further. Also, double check hardware and firmware for compatibility. 

L5 Sessionator

Re: One traps agent not able to register with TMS Cloud

Hey @AbdulRahman_Safwat 

 

The machine doesn't have another AV and I probably should have mentioned that we already tried a re-install to no avail! :(

Thanks,

Luke.

L5 Sessionator

Re: One traps agent not able to register with TMS Cloud

Hey @efrancis 

 

This sounds really interesting, I'll give that a go and will let you know!

 

Thanks,

Luke.

L4 Transporter

Re: One traps agent not able to register with TMS Cloud

Luke,

 

Was a new installer created before the re-install attempt? If yes, I would recommend to reach out directly to support.

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