Troubleshooting Endpoint Security Agent (HX) issues

This section describes troubleshooting steps you should follow to resolve issues installing or using Endpoint Security Agent (HX) version 22 or later.

Proxy server configuration errors

Direct HTTPS proxy support for Internet access is supported in Endpoint Security Agent (HX) version 25 or later. If your enterprise uses an HTTPS proxy server to allow endpoints on your network to access the Endpoint Security Agent (HX) server or the Internet, a proxy server configured incorrectly will cause the Endpoint Security Agent (HX) installation process to fail.

Follow the troubleshooting steps below, if the installation of Endpoint Security Agent (HX) version 25 or later fails after one minute.

To correct the system proxy server settings:

Open a command line prompt on the host endpoint currently running Endpoint Security Agent (HX) version 25 or later as an administrator.
Enter the registry export command below:
reg export “HKCU\Software\Microsoft\Windows\CurrentVersion\Internet Settings\Connections” current.txt
Enter the command below to open the current.txt file in notepad:
current.txt
Replace the contents of line 3 with the text below:
[HKEY_USERS\S-1-5-18\Software\Microsoft\Windows\CurrentVersion\Internet Settings\Connections]
Save the file and exit notepad.
Enter the registry import command below:
reg import current.txt
Start the installation again either from the command line or from Endpoint Security (HX) Server.

Collecting agent diagnostic information

If you experience problems with Endpoint Security (HX) on your host endpoint, collect diagnostic information to help troubleshoot the problem. This section describes the types of data you should collect.

Export a copy of your log file

Exporting a copy of your log file might help you diagnose the problem. To export a copy of the host log file, enter the following command on the command line:

xagt --log-export <filename>

The log file is exported using the specified file name from the agent database and decrypted.

Export a copy of your configuration file

Exporting a copy of your configuration file might help you diagnose the problem. To export a copy of the host configuration file, enter the following command on the command line:

xagt --cfg-export <filename>

The configuration file is exported using the specified file name and decrypted.

Acquire agent diagnostics data from the Endpoint Security Agent (HX) Server

If you decide to contact TrellixTechnical support with your problem, you should acquire agent diagnostics data from the Endpoint Security (HX) server. This report will help your Trellix technician help you diagnose problems.

To acquire agent diagnostics data from the Endpoint Security (HX) server:

Log in to the Web UI as an administrator.
Select Hosts at the top of the Web UI to access the Hosts page.
Select the All Hosts tab and locate the host for which you want diagnostics.
Select the checkbox to the left of the host line.
In the Actions menu above the host list, select Acquire: Agent Diagnostics to request the agent diagnostics.
Select Acquisitions at the top of the Web UI.
Locate and select your acquisition on the Acquisitions page. Details about the acquisition appear in the Acquisition Detail pane.
When the acquisition status has changed to Acquired, click Download in the Acquisition Detail pane. The acquisition .zip file is downloaded to your computer.