Traps is not inizializating and desintalling in computer

[BigPalo]

Hi,

We have an issue with traps. A omputer is not inizializating traps properly, we can not desintall neither.

2018-10-31 09:19:04.7327    DEBUG    CyveraService    17    Cyvera.Client.Service.Policy.PolicyManagerBase    Policy    Notifying system of policy change
2018-10-31 09:19:04.7327    INFO    CyveraService    17    Cyvera.Client.Service.Persistency.Persistency`1    General    Persisting storage to local store: C:\ProgramData\Cyvera\LocalSystem\Data\ClientPolicy.json
2018-10-31 09:19:04.7483    INFO    CyveraService    17    Cyvera.Client.Service.Persistency.Persistency`1    General    Successfully persisted to local store: C:\ProgramData\Cyvera\LocalSystem\Data\ClientPolicy.json
2018-10-31 09:19:04.7483    INFO    CyveraService    17    Cyvera.Client.Service.Policy.PolicyManagerBase    Policy    Updating policy in registry.
2018-10-31 09:19:04.7483    INFO    CyveraService    17    Cyvera.Client.Service.Policy.PolicyRegistryWriter    Policy    Try to delete policy tree - OnPolicyUpdating
2018-10-31 09:19:04.7483    INFO    CyveraService    17    Cyvera.Client.Service.Policy.PolicyRegistryWriter    Policy    Call WritePolicyToRegistry
2018-10-31 09:19:04.7483    INFO    CyveraService    17    Cyvera.Client.Service.Policy.PolicyRegistryWriter    Policy    Call WriteOptInsToRegistry
2018-10-31 09:19:04.7483    INFO    CyveraService    17    Cyvera.Client.Service.Policy.PolicyRegistryWriter    Policy    tryParse defaultDisableInjection
2018-10-31 09:19:05.0919    ERROR    CyveraService    26    Cyvera.Client.Service.Heartbeat.ClosestServerFinder    Communication    "Failed getting status from server 'https://traps-app-eu:2125/'. Cyvera.Common.ApiCommunication.Exceptions.ServerCommunicationException: No se puede resolver el nombre remoto: 'traps-app-eu' ---> System.Net.WebException: No se puede resolver el nombre remoto: 'traps-app-eu'
   en System.Net.HttpWebRequest.EndGetResponse(IAsyncResult asyncResult)
   en RestSharp.Http.GetRawResponseAsync(IAsyncResult result, Action`1 callback)
   en RestSharp.Http.ResponseCallback(IAsyncResult result, Action`1 callback)
   --- Fin del seguimiento de la pila de la excepción interna ---
   en Cyvera.Common.ApiCommunication.RestClient.EsmServerRestConnector.CheckResponse(IRestResponse response)
   en Cyvera.Common.ApiCommunication.RestClient.EsmServerRestConnector.Execute(String url, Nullable`1 timeout, Method method, Object data)
   en Cyvera.Common.ApiCommunication.RestClient.EsmServerRestConnector.GetJson[T](String url, Nullable`1 timeout)
   en Cyvera.Common.ApiCommunication.RestClient.ServersApiClientImplementation.GetStatus(Nullable`1 timeout)
   en Cyvera.Client.Service.Heartbeat.ClosestServerFinder.EvaluateServerAddress(Object state)"
2018-10-31 09:19:05.1388    INFO    CyveraService    17    Cyvera.Client.Service.Policy.PolicyRegistryWriter    Policy    Call ValidateRopEntries
2018-10-31 09:19:05.1388    INFO    CyveraService    17    Cyvera.Client.Service.Policy.PolicyRegistryWriter    Policy    Call WriteGeneratSettingsToRegistry
2018-10-31 09:19:05.1388    DEBUG    CyveraService    17    Cyvera.Client.Service.Policy.PolicyRegistryWriter    Policy    Creating sub-key 'FileTypeExecutable' under 'HKEY_LOCAL_MACHINE\Software\Cyvera\Traps\Policy\Settings' succeeded.
2018-10-31 09:19:05.1388    DEBUG    CyveraService    17    Cyvera.Client.Service.Policy.PolicyRegistryWriter    Policy    Creating sub-key 'FileTypeOfficeDocs' under 'HKEY_LOCAL_MACHINE\Software\Cyvera\Traps\Policy\Settings' succeeded.
2018-10-31 09:19:05.1388    DEBUG    CyveraService    17    Cyvera.Client.Service.Policy.PolicyRegistryWriter    Policy    Creating sub-key 'FileTypeDll' under 'HKEY_LOCAL_MACHINE\Software\Cyvera\Traps\Policy\Settings' succeeded.
2018-10-31 09:19:05.1388    INFO    CyveraService    17    Cyvera.Client.Service.Policy.PolicyRegistryWriter    Policy    Call WriteSprotToRegistry
2018-10-31 09:19:05.1388    INFO    CyveraService    17    Cyvera.Client.Service.Policy.PolicyRegistryWriter    Policy    Writing content version to registry.
2018-10-31 09:19:05.3731    DEBUG    CyveraService    24    Cyvera.Client.Service.CoreInterface.CoreServices    General    Call SProtUpdate with enable = True
2018-10-31 09:19:05.3731    DEBUG    CyveraService    24    Cyvera.Client.Service.CyveraService    General    New ControlsAccepted = Shutdown, PowerEvent, SessionChange, TimeChange
2018-10-31 09:19:05.3887    INFO    CyveraService    17    Cyvera.Client.Service.Policy.PolicyRegistryWriter    Policy    Try to delete policy tree, after CuApplyPolicy
2018-10-31 09:19:05.5606    INFO    CyveraService    17    Cyvera.Client.Service.Policy.PolicyManagerBase    Policy    Finished updating policy in registry.
2018-12-21 08:42:29.6349    DEBUG    cyveraservice    1    Cyvera.Client.Service.CyveraService    General    Failure in StartServiceCtrlDispatcher: 1063
2018-12-21 08:42:29.6349    FATAL    cyveraservice    1    Cyvera.Client.Service.CyveraService    General    Failed initializing service 'CyveraService'!
2018-12-21 08:42:29.6349    DEBUG    cyveraservice    1    Cyvera.Client.Service.CyveraService    General    Disposing of service 'CyveraService'
2018-12-21 09:41:37.2435    DEBUG    cyveraservice    1    Cyvera.Client.Service.CyveraService    General    Failure in StartServiceCtrlDispatcher: 1063
2018-12-21 09:41:37.2591    FATAL    cyveraservice    1    Cyvera.Client.Service.CyveraService    General    Failed initializing service 'CyveraService'!
2018-12-21 09:41:37.2591    DEBUG    cyveraservice    1    Cyvera.Client.Service.CyveraService    General    Disposing of service 'CyveraService'
2018-12-21 09:52:32.7349    DEBUG    cyveraservice    1    Cyvera.Client.Service.CyveraService    General    Failure in StartServiceCtrlDispatcher: 1063
2018-12-21 09:52:32.7505    FATAL    cyveraservice    1    Cyvera.Client.Service.CyveraService    General    Failed initializing service 'CyveraService'!
2018-12-21 09:52:32.7505    DEBUG    cyveraservice    1    Cyvera.Client.Service.CyveraService    General    Disposing of service 'CyveraService'

Do you have any idea about what it happens

[kiwi]

@BigPalo,

I think this is better suited in the Traps discussions (moving it there).

Cheers !

-Kiwi.

[BPry]

@BigPalo,

So the first bit of your logs is specific to it building the policy trees and such, this is expected. The only part here that would really worry me is that it seems to be failing to start the Cyvera processes, which is what Traps depends on. Go into your services and see if you can't manually start the Traps service. 

[BigPalo]

we tried but the services are blocked even with user administrator. We can not do anything.

[BPry]

@BigPalo,

You need an account that actually has the priveleges necissary to start services. I'm guessing that this could also be your issue with the client; while you have permissions to install a program, your account doesn't have the necissary permissions to actually modify the registry or start services.