Zenworks Antivirus Agent Update Error -2022

Daniel Gregor Egelseer 4 months ago

Since yesterday we are seeing an error -2022 on all our machines when updating the ZAV Agent!
The actual Signature updates every ~4 hours are working but on checks between them the is throwing errors and even warning users that it is outdated...
(as of writing we are on Engine Version 7.9.9.381 and Security Content Version 7.96878)

in the "zmd-messages.log" i get the following error:

[ERROR] [06/05/2024 06:41:00.193] [5376] [ZenworksWindowsService] [77] [] [ZEN Antimalware] [05/06/2024 06:00:00 --  [ERROR] [5084] [ZavListener] [] [SYSTEM] [ZavOutput.log] [ProductEvent failure error: -2022] [ERROR] [] [] [] [ZENworks] ] [log) (ProductEvent failure error: -2022) (ERROR) () () () (ZENworks) ] [] [] [] [ZENworks Agent]

(which basically doesn't tell me anything)

on the Servers themselves i haven't found any useful messages either...

We are running on Appliances Version 23.4.0.94
(cannot update to FTF 95 yet as we have another unrelated SR ongoing for which we are running a DEVFTF built on 94...)

Little side remark:
Please make (especially) the ZAV errors more descriptive in the nature of the issue in future Updates...
Just like with the errors 1002/1008/etc... we have no idea in what direction to look here and can essentially just guess what is going on..

Tags:

zav

anti-virus

ZENworks

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0 Georg H. Weber 4 months ago

The same errors are present in our installation and with customers. Just to be on the safe side: the exception for 443 from nimbus.bitdefender.net has been configured in the firewall.

A question if the target URL is reachable from the AV client. Bitdefender has server URLs that can be used (elb-lon-gcp.nimbus.bitdefender.net/_ServerStatus or mclb-gcp.nimbus.bitdefender.net/_ServerStatus) to check whether pattern distribution is active.
Here only a question to the OT support will help to analyze the problem. Unfortunately, the error statuses are missing in the ZCM AV Docu, there are only 2 of them listed, these do not bring any results, and the log files concerning AV are also poor.

Greetings George

“You can't teach a person anything, you can only help them to discover it within themselves.” Galileo Galilei
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0 Daniel Gregor Egelseer 4 months ago in reply to Georg H. Weber

From both of your shared links i get:
active = 1
ready = 1

So that looks alright...

I also checked if "nimbus.bitdefender.net" is reachable on port 443 and that seems to be working fine as well...
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0 Craig Wilson 4 months ago in reply to Daniel Gregor Egelseer

If the issue started just yesterday.....we did get some reports so it may be something upstream from your servers. I don't know yet other than we had multiple reports yesterday. If you had it going back weeks it is likely not the same. I'm not directly working any of the cases, but am following I will let you know if I hear anything.

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0 Don2 4 months ago in reply to Craig Wilson

We're also getting this error (-2022) on our clients.

Last successful update: 03-06-2024 15:00

Errors start since: 03-06-2024 19:00

I have created case 02890488 for this.
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0 Daniel Gregor Egelseer 4 months ago in reply to Craig Wilson

We discovered the issue yesterday and from what i see in the logs it seems to have started monday around 10 am (GMT +2)

And yes please reply back with some updates.
As it currently stands with the logs being basically use less we are completely in the dark as to what is happening...

Thanks!
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0 Marko Selan 4 months ago

Double check you have an active AV license on your ZESM license page.
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0 Don2 4 months ago in reply to Marko Selan

OpenText support has informed me that they are working on the problem.

Our Antimalware Update Entitlement is valid until 01-12-2024.
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0 Daniel Gregor Egelseer 4 months ago in reply to Marko Selan

already checked this before writing this post and ours doesn't expire for another few months...
(also: if i remember correctly then the license failiure is error -1002)
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0 Marko Selan 4 months ago in reply to Daniel Gregor Egelseer

you are correct, also very descriptive...
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0 Adeckert2 4 months ago

Same problem to us.
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Zenworks Antivirus Agent Update Error -2022

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