Error looping when enrolling linux endpoint

Help & Support
1

I got an linux box and was enrolled to the xcitium, somehow it lost connection and I decided to redo the enrolment.

I removed the service file and binary from the linux (ubuntu), and reboot and do it from scratch. However, the run file generate an error loop as below:

Verifying archive integrity… All good.
Uncompressing Linux ITSM Agent/9.1.48667.24030 100%
systemd system
Company:
ClusterName:
Username: .
Jid: .@/windows
XMPP Host: xmpp.
Connect result: -3
Reconnect!

Connect result: -3
Reconnect!

Connect result: -3
Reconnect!

Connect result: -3
Reconnect!

Connect result: -3
Reconnect!

Connect result: -3
Reconnect!

And looping forever.
Any hint to fix it?

2

hi @mcdull

request you to use the next commands for EM agent uninstall:

systemctl stop itsm && systemctl disable itsm && rm -f /etc/systemd/system/itsm.service && rm -rf /opt/comodo
stop itsm && rm /etc/init/itsm.conf && initctl reload-configuration && rm -rf /opt/comodo

Once EM agent will be uninstalled fully, repeat enrollment process. If the issue still the same, please share screenshot made from terminal + OS build.

3

Tried the uninstall script.

6.5.0-1027-oracle #27~22.04.1-Ubuntu SMP Thu Jul 18 13:55:21 UTC 2024 x86_64 x86_64 x86_64 GNU/Linux
(this is the machine, but I had another instance running fine)

And I tried to locate the error step by step and it was caused by line 175 at start.sh from the installer
i.e. $IPATH/$BIN -c

debug
debug1601×965 199 KB

Blockquote

LOAD = Reflects whether the unit definition was properly loaded.
ACTIVE = The high-level unit activation state, i.e. generalization of SUB.
SUB = The low-level unit activation state, values depend on unit type.
173 loaded units listed. Pass --all to see loaded but inactive units, too.
To show all installed unit files use ‘systemctl list-unit-files’. =~ -.mount ]]

  • return 0
  • echo ‘systemd system’
    systemd system
  • INIT=D
    ++ set +x
    ++ basename ./start.sh
  • NAME=start.sh
    ++ set +x
    ++ grep -oP ‘(?<=itsm_)\w{8}(?=_)’
    ++ echo start.sh
  • TOKEN=
    ++ set +x
  • [[ 0 != 8 ]]
    ++ set +x
    ++ ps -o comm= 20860
  • PARENT_COMMAND=bash
    ++ set +x
    ++ grep -oP ‘(?<=itsm_)\w{8}(?=_)’
    ++ echo bash
  • TOKEN=
    ++ set +x
  • ‘[’ -e /opt/comodo ‘]’
    ++ set +x
  • ‘[’ -e /opt/ITarian/EndpointManager ‘]’
    ++ set +x
  • CONFIG_GOOD=1
    ++ set +x
  • ‘[’ -e /opt/COMODO/ITSM/itsm-linux ‘]’
    ++ set +x
    ++ awk ‘/Version/{ print $2;}’
    ++ /opt/COMODO/ITSM/itsm-linux -v
  • CURR_VER=9.1.48667.24030
    ++ set +x
    ++ ver 9.1.48667.24030
    +++ echo 9.1.48667.24030
    +++ tr . ’ ’
    ++ printf %05d%05d%05d%05d 9 1 48667 24030
    ++ ver 6.22.16228.18090
    +++ echo 6.22.16228.18090
    +++ tr . ’ ’
    ++ printf %05d%05d%05d%05d 6 22 16228 18090
  • ‘[’ 00009000014866724030 -ge 00006000221622818090 ‘]’
    ++ set +x
  • /opt/COMODO/ITSM/itsm-linux -c
    ^CCompany:
    ClusterName:
    Username: .
    Jid: .@/windows
    XMPP Host: xmpp.
    Connect result: -3
    Reconnect!

Connect result: -3
Reconnect!

Blockquote

4

hi @mcdull

could you please check if XMPP connection is allowed on this device?

Hosts xmpp.cmdm.comodo.com, 18.197.167.137, 34.227.128.175, port 443?

also you have any Firewall , please try to disable it temporary and check connections to the hosts as shared above via terminal.

5

its outgoing, right?
I tcping these addresses’ 443, and ports are opened.

seq 0: tcp response from ec2-18-197-167-137.eu-central-1.compute.amazonaws.com (18.197.167.137) [open] 293.059 ms

also open for another IP address.

6

also please confirm if you have firewall any enabled ,

7

Since it is a multilayered systems, it must be firewall at the gateway level. But outbound rule should always be allowed.

8

please do disable the firewall as advised by our team and try once with the enrollment

9

disbaled and retried. Same happened and re-enabled firewall.

10

@mcdull

apologies for the inconvenience , could you please raise a ticket to support@xcitium.com along with all the details in the forum post , I will coordinate with the support team to escalate it back to the specialist team