Traps TMS registers duplicate endpoint

[JacobHusted]

On the TMS portal under Endpoints I can see that the same endpoint are registred multible times.

It's created with a new endpoint ID, it's use a new licens every time !

The Traps icon on the endpoint are now maked with red and not green when it's online with TSM. And it's possible to open the consol on the endpoint.

[ElasticSkyX]

Hi,

I would check if the Machine UUID on the endpoint is unique or being changed at each restart. This would/could cause a new Agent Unique ID to be created each time the EndPoint starts.

Assuming the Endpoint is a Windows machine you can do the following from a PowerShell window:

Get-WmiObject -Class Win32_ComputerSystemProduct | Select Name, IdentifyingNumber,UUID

Note down the UUID and then restart the Endpoint. Repeat the above command and see if the machine UUID has changed.

Kind regards.

[JacobHusted]

Hi

I have now tested 3 time and it's the same UUID

[ElasticSkyX]

Hi there,

Can you remove the delete the EndPoint entry from EMS and then re-register.

Note the Agent Unique ID both the console and in the registry of the client. See if you get a duplicate entry again after restart and then reconfirm the information again:

Kind regards.

[JacobHusted]

Hi

It's on the TSM console, not ESM.

Yes I can remove it in the TSM, but I have to reinstall the Traps client, the Traps client will not reconnect to the TSM

[ElasticSkyX]

Sorry meant TSM 🙂

Not 100% familar with the new Traps client but can you check C:\ProgramData\Cyvera\Logs (if it exists) for a Service_<hostname>.log

If there is one are you able to upload the latest version so we can review? Remove any site specific information before uploading if you prefer 🙂

Kind regards.

[JacobHusted]

Hi

Can I upload i to Palo Alto Support and not having the logfile in this string ?

/Jacob

[ElasticSkyX]

Hi Jacob,

You can do that. I'm not with Palo Alto support so will not be able to review.

I cannot see any other way to ping each other privately or I would have suggested uploading to DropBox/GoogleDrive/OneDrive and sharing the file with me (ReadOnly of course).

If you go down the PA support path, please let the community know what they discovered. It could be helpful to others 🙂

Thanks.

[JacobHusted]

Hi

I will contact support and notify, when a solution is provided .

Thx. Glen.

/Jacob

[Jan_Linhart · Accepted solution]

Ji Jacob,

I have just encountered the same issue, could you please share support solution?

Thank you,

Jan

[JacobHusted]

Hi Jan

I believe it was resolved in Traps version 5.0.4 or 5.0.6 and it was primarily related to Citrix servers in a Citrix farm. But we also see it on workstations.

[Jan_Linhart]

Hi Jacob,

thank you, I have just noticed it in 6.1.2 on Windows 10. Looks like I will have to open a TAC case.

Have a good day,

Jan

[efrancis]

@Jan_Linhart 

It sounds like Jacobs issue was with VDI's and how the agent handles the license request, which was resolved in the later maintenance builds of 5.0.x line.

If you can describe your issue (including platform), I can offer more assistance. Palo Alto support will always be your best resource though.