KSC 11 - Agent error in some devices(MacOS)

[AlvaroVeiga]

Hi,

We have identified that some machines (MacOS) are not received the license from our server, after troubleshooting we ran the command:

sudo /Library/Application\ Support/Kaspersky\ Lab/klnagent/Binaries/klnagchk

And in affected machines we receive the following answer:
 

Starting klnagchk utility Checking command-line arguments...OK Initializing basic libraries...OK Current host is 'ecrmac.fios-router.home' Network agent version is '12.0.0.35' Reading settings...OK Checking settings...OK Administration Agent settings: Server address: 'securitycenter.e-core.com' Use SSL: 0 Compress traffic: 1 Server SSL ports: '13000' Server ports: '14000' Use proxy: 0 Certificate: absent Open UDP port: 1 UDP ports: '15000' Ping period, minutes: 15 Conn timeout, s: 30 RW timeout, s: 180 HostId: Connecting to server...Transport level error in process of connection to 'http://securitycenter.acme.com:14000': connection refused Connecting to the Administration Agent...OK Administration Agent is running Acquire Administration Agent statistics...OK Administration Agent statistics: Ping count: 0 Succ. pings: 0 Sync count: 0 Succ. syncs: 0 Last ping: Deinitializing basic libraries...OK

 

We have around 300 MacOS devices with Kaspersky installed and this issue(not receiving the license, and getting the error message) only happens in few devices.

What we have tried:

• Restarting KSC Server
• Double checking the open ports in the server
• Asking the device owner to restart/change networks

Thank you.

[AlvaroVeiga]

I have tried on my own device(only have the agent installed) the above command, and this is the response:

Starting klnagchk utility Checking command-line arguments...OK Initializing basic libraries...OK Current host is 'ecrmac-100927' Network agent version is '12.0.0.35' Reading settings...OK Checking settings...OK Administration Agent settings: Server address: '10.10.8.240' Use SSL: 1 Compress traffic: 1 Server SSL ports: '13000' Server ports: '14000' Use proxy: 0 Certificate: present Open UDP port: 1 UDP ports: '15000' Ping period, minutes: 15 Conn timeout, s: 30 RW timeout, s: 180 HostId: 62e8693e-a09a-4adf-bf0d-68158f7d1033 Update agents location(s): ecrmac-100912:13000 (SSL) ecrmac-100912:14000 ecrmac:13000 (SSL) ecrmac:14000 ecrmac.local:13000 (SSL) ecrmac.local:14000 Connecting to server...Transport level error while connecting to http://10.10.8.240:13000: general error 0x502 Connecting to the Administration Agent...OK Administration Agent is running Acquire Administration Agent statistics...OK Administration Agent statistics: Ping count: 0 Succ. pings: 0 Sync count: 0 Succ. syncs: 0 Last ping:03/20/20 20:28:39 GMT (03/20/20 17:28:39) Deinitializing basic libraries...OK

 

[raviparker]

Hello,

Did you try adding the license manually in one of the affected device?

[AlvaroVeiga]

Hello,

Did you try adding the license manually in one of the affected device?

Not possible, as every employee is working from home.

However per the erro logs, it seems that it is not connecting to the KSC, right?

[raviparker]

Yes!

Is your KSC accessible from internet?

[AlvaroVeiga]

Yes!

Is your KSC accessible from internet?

Yes, we host on AWS and all the ports seems to be open…

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