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Dell Threat Defense Agent has lost connection to portal and is not updating
I have an agent version 1.2.1392 running on a Windows embedded 7 PC.
In the Threat Defense portal the Settings -> Update is set to Auto-Update.
The version of all other agents in our system is 2.1.1562
The Agent with version 1.2.1392 has somehow lost the connection to the server portal and can't update it's settings and the agent itself.
Since the "Prevent service shutdown from device" setting was enabled before it lost the connection, I can't uninstall and reinstall manually.
There is a false positive detection that is Quarantined, but as there is no connection to the portal, I can't waiwe it.
How can I uninstall or update the agent ?
SteveO1683
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January 6th, 2021 09:00
Hi @roerby,
From what Windows 7 machine can you attempt to access dellthreatdefense.cylance.com from the browser? If the browser can connect to that I am thinking that perhaps there's a TLS limitation on the current agent deployed and that's why it cannot connect to get up to date information.
It could also be a SHA1 or root certificate out of date issue if that machine is not allowed to perform root cert updates from Microsoft.
This link has some MS KB information for updates to apply if it's the SHA1 issue.
https://www.dell.com/support/kbdoc/en-us/000125523/sha1-signing-certificate-expiration-and-deprecation-on-dell-data-security-dell-data-protection-products
If it's the trusted root issue you can find details on that via the below link.
https://docs.microsoft.com/en-us/troubleshoot/windows-server/identity/trusted-root-certificates-are-required
If none of that checks out the next recommendation would be to download the latest install package from your Dell Threat Defense portal and run it on this machine. This will upgrade even with the shutdown prevention \ unable to uninstall settings in place. Once the agent is updated if the issue is indeed related to TLS limitations on the older version it should hopefully start communicating right away.
If after upgrading the agent manually it still refuses to communicate with the console we will probably need to get you to call in and register a ticket with us to further troubleshoot. Our number and direct extension are below in my signature.
Thanks!