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Deep Security Agents cannot connect to the Relay-enabled Agents even when in Relay Management

    • Updated:
    • 9 Sep 2020
    • Product/Version:
    • Deep Security 12.0
    • Deep Security 12.5
    • Deep Security 20.0
    • Platform:
Summary

An agent may be experiencing warnings that it cannot connect to the relay even though the relay machine is existing and can be resolved via telnet and nslookup. This is because the relay that is currently registered under Relay Management (under Administration > Updates) is still using the old IP/hostname of the relay that was not existing anymore in their premises. It usually happens when a user sets up Deep Security Relay machines in an Auto-Scaling Group. If the machine gets terminated, the entry in the Relay Management will not go away.

This article will provide troubleshooting steps on how to fix this issue.

Details
Public
  1. Log in to the Deep Security Manager (DSM) console.
  2. Go to Administration > Updates > Relay Management.
  3. Locate the old relay (with old IP address / FQDN / hostname) and select it. Click Remove Relay to remove the entry.

  4. From the existing machine that needs to become a relay, add its new IP address / FQDN / hostname under the Relay Management.

If the relay entry is stuck at Disabling state after attempting to remove it, you will need to deactivate the agent in the console or remove its entry in the Computers tab.

  1. Deactivate the agent (This is recommended if you are using a Cloud Connector).
    • via DSM console
      1. Go to Computers tab.
      2. Right-click the affected agent > Actions > Deactivate.
    • via Deep Security Agent
      1. Log in to the machine hosting the DSA.
      2. Open the command line / command prompt. (with Administrator privileges).
      3. Navigate to the Deep Security Agent folder.

        For Windows: \Program Files\Trend Micro\Deep Security Agent
        For Linux: /opt/ds_agent

      4. Run the following command:

        For Windows: dsa_control –r
        For Linux: ./dsa_control -r

  2. Remove Computer Entry
    1. Go to Computers tab.
    2. Right-click the affected agent > Delete.
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Rating:
Category:
Troubleshoot
Solution Id:
000268658
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