Xcitium Portal show error 0x800700005 and 0x80070241

Product Discussions XCS - Xcitium Client Security
1

We found incorrect in Xcitium portal

  1. Install CC on portal show online, but once install XCS portal show offline
  2. last week install CC and XCS complete, show all green but today show error icon
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  • Xcitium Client - Security connection error. Error Code: 0x800700005
  • Xcitium Client - Security connection error. Error Code: 0x80070241

Please help, I found alot in portal https://onyxhospitality.itsm-us1.comodo.com
I also enabled Remote Access Support

2

hi @onyx.it.license , could you please share a screenshot about what you are seeing ? This screenshot shows the device is online and all security components are activated.

Thank you very much in advance.

3

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I think some service might didn’t run

Could you tell me what service that will need to run?

4

hi @onyx.it.license , we need more information as this shows your network information instead of what went wrong.

Could you please send an email to support@xcitium.com including all your observations on “not started” processes so that we can analyze and guide you properly?

Thank you in advance.

5

hi @onyx.it.license

  1. Check the Communication Client service status on the device. If the service is stopped, restart it and check if the device connects afterwards. If it does connect, make sure the service Startup Type is set to Auto-Start (Run > services.msc > right-click on Comodo Client - Communication Service > Properties).

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  2. If the service is running but the device is not connecting, restart the service and check if it is reported as online in ITSM console. Also, make sure the communication agent is connected/attempting to connect to the correct Server:

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6

Also if the restart is not working , Our team requires logs to analyse the issue

  • If you wish us to collect the endpoint logs from our side, please let us know the name of the affected device and make sure Remote Access Support is enabled under Management > Account > Remote Access Support ( Xcitium Remote Access Support, Xcitium, Xcitium ). You may also find the necessary steps listed in the attached document. After this option is enabled, provide us with the name of the affected device on Endpoint Manager portal.
  • If you do not wish to provide us with remote access, and if the device communicates with the Xcitium Platform, run the the predefined procedure “Collect Comodo One logs using new CIS report tool” on the affected device - do not forget to provide us with the name of the device so we can identify the output on our side. However, if the device does not communicate with the Xcitium Platform, please download and run the following report tool on the affected device: https://download.comodo.com/cis/download/installs/cisreporttool/cisreporttool.exe . The tool collects both XCC & XCS logs and attempts to upload them to our SFTP (Device name is included in the name of the output). To be able to to identify the logs on our side, please provide us with the local name of the device.

Once you have collected the logs as per second step request you to drop email to support@xcitium.com along with affected device name and other details

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What will need to start?
Why it didn’t started after reboot?

8

To troubleshoot it further as you have mentioned that the device is showing offline in the portal , we request you to manually restart the ITSM service and then check in the EMportal whether the device is online or not

9

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After start service it show online in portal, Thanks

But Why it happened?
Can we craft the script as procedure to run the important services?

10

hi @onyx.it.license

there might be network disconnection due to which the connectivity might have been disrupted between the device and the portal. If you face the issue again request you to * run the the predefined procedure “Collect Comodo One logs using new CIS report tool” on the affected device - do not forget to provide us with the name of the device so we can identify the output on our side. However, if the device does not communicate with the Xcitium Platform, please download and run the following report tool on the affected device: https://download.comodo.com/cis/download/installs/cisreporttool/cisreporttool.exe . The tool collects both XCC & XCS logs and attempts to upload them to our SFTP (Device name is included in the name of the output). To be able to to identify the logs on our side, please provide us with the local name of the device.

Once you have collected the logs as per second step request you to drop email to support@xcitium.com along with affected device name and other details