How do I troubleshoot issues with Active Protection agent inside the VMs in 5nine Cloud Security?

Issue

I am having issues reinstalling and upgrading Active Protection inside the VMs in 5nine Cloud Security. What might be causing this, and how do I fix it?

 

Resolution

To be able to figure out the root cause of some of the VMs in your environment having difficulties with reinstalling and upgrading Active Protection (AP), please perform the following troubleshooting steps:

1. On the VM having issues with the AP Installation

  • From the Management Console, select the VM from the tree, go to Antivirus>Active Protection and Remove the AP agent
  • Run regedit tool and clean up the following entries
    •     HKEY_LOCAL_MACHINE\Software\Microsoft\Virtual Machine\External\ThreatTrack*
    •     HKEY_LOCAL_MACHINE\Software\Microsoft\Virtual Machine\Guest\ThreatTrack*

2. On the Hyper-V host

  • Enable DEBUG level to gather detailed logs from the host: C:\Program Files (x86)\5nine\5nine Antivirus Agent\5nine.Antivirus.AgentService.exe.Config
  • Search for the following tag <level value="INFO"/> and replace it with <level value="DEBUG"/>
  • Save the file
  • Restart 5nine.Antivirus.Agent service

3. From the Management Console, select the VM from the tree, go to Antivirus>Active Protection and       install the AP agent   

4. On the VM

  • Wait 10-15 min to complete the installation
  • Stop the 5nine AP service
  • Enable DEBUG level to gather detailed logs from the host: C:\Program Files (x86)\5nine\5nine ActiveProtection\5nine.ActiveProtection.Agent.exe.config
  • Search for the following tag <level value="INFO"/> and replace it with <level value="DEBUG"/>
  • Start the service and wait 5-10 min
  • Collect the logs from C:\ProgramData\5nine\5nine ActiveProtection\Logs

 5. Collect the logs from the Hyper-V host (c:\ProgramData\5nine\5nine Antivirus Agent\Logs)

After collecting these logs, please send them to Support@5nine.com for further analysis into the root cause of the issue.

 

Keywords

Active Protection, regedit, Hyper-V host

 

Related Information

Why are the Antivirus scans and/or Active Protection installation failing on the 5nine Cloud Security product I have installed?

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