Tech Tip: VAIM Policy stuck in "Delivered" state

Document created by Mohindra.Singh Employee on Oct 16, 2014Last modified by Mohindra.Singh Employee on Oct 27, 2014
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Description of root cause:

VAIM policy delivery process requires hostname resolution from the Domain or Distribution Server to the SystemEDGE agent and the reverse to work prior to a policy being delivered.

The main cause of policy delivery issues occur because of VAIM and SystemEDGE agent hostnames fail to resolve or firewall blocking communication.


There are three possibilities that would cause hostname resolution to fail.
      a) The VAIM host cannot resolve the SystemEDGE hostname or IP address.

      b) The SystemEDGE host cannot resolve the VAIM hostname of IP address.

      c) A firewall between the VAIM host and the SystemEDGE host blocking ports 4104 or 4105.
          **Note: For a list of ports required, please click this
Link for the documented requirements


Run camping -n on the VAIM Manager and on the SysemEDGE host to identify the host that is having hostname or IP resolution issue

 

I: Example of VAIM manager cannot resolve the hostname of SystemEDGE.ca.com

 

Run camping –n vaim.ca.com on the VAIM manager server.

    • Run command on the VAIM server

camping -n sysagent.ca.com

camping: Trying 192.168.1.2 ...

Local reverse lookup gave: vaim.ca.com

CAM on "sysagent.ca.com" is alive.

The remote computer identifies itself as:-

        "sysagent.ca.com" at address 192.168.1.2

and knows this computer as:-

        "unknown host" at address 192.168.1.1

Note: returned remote hostname differs from local reverse lookup!

This computer calls itself "vaim.ca.com" at address 192.168.1.1

 

II: Example of SystemEDGE host cannot resolve the hostname of VAIM.ca.com

Run the camping –n sysagent.ca.com on the SystemEDGE host.

    • Run command on the SystemEDGE agent host server

camping -n vaim.ca.com

camping: Trying 192.168.1.1 ...

Local reverse lookup gave: vaim.ca.com

CAM on "vaim.ca.com" is alive.

The remote computer identifies itself as:-

        "vaim.ca.com" at address 192.168.1.1

and knows this computer as:-

        "unknown host" at address 192.168.1.2

Note: returned remote hostname differs from local reverse lookup!

This computer calls itself "sysagent.ca.com" at address 192.168.1.2

 

 

III:  Example of firewall blocking ports 4104 and or 4105

C:\Users\Administrator>camping -n SystemEDGE.ca.com

camping: Trying 192.168.1.2  ...

Local reverse lookup gave: SystemEDGE.ca.com

camping: get names failed (2) Message returned: Network error


Solution:

1) Fix IP or hostname resolution issues
    a) Update DNS with the correct Hostname or IP address
    b) Update /etc/hosts (Unix) or %DRIVERS%\etc\hosts with the correct hostname and or IP address

2) If you receive Message returned: Network error, please have your Network Administrator open ports 4104 and or 4105 as per the documented port requirements. Communication Ports required in a firewall environment.


If after making the appropriate changes and the VAIM policy is stuck in a Delivered state, please open a case with http://Support.ca.com and attach the camping -n outputs from the VAIM server, the SystemEDGE host and the port16XX folder from the SystemEDGE host to expedite root cause analysis.

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