Operational Defect Database
BugZero found this defect 438 days ago.
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WatchGuard Technologies | kA16S000000BccWSAS
TDR for macOS devices fails to upgrade to WatchGuard Endpoint Security due to error in server communication
Last update date:
3/9/2023
Affected products:
TDR
WatchGuard Cloud
WatchGuard Endpoint Security
Affected releases:
All
TDR
WatchGuard Cloud
WatchGuard Endpoint Security
Fixed releases:
All
Description:
Issue
In the WatchGuard Cloud North American region, accounts that run the Upgrade TDR to WatchGuard Endpoint process might encounter the error message, "Error in server communication."The WatchGuard endpoint installation file used by the Upgrade TDR to Endpoint Security process fails to include the account details.To verify whether you encountered a communication error: Review the log files in this directory: /Library/Application Support/Management Agent/log/.Inspect the log files for 403 or “Device was unregistered” errors. For example: 2023-03-06 14:33:19 T(d1ce9298ea1d970b) L20 Warning: Cannot get DeviceId, is not registered2023-03-06 14:33:19 T(d1ce9298ea1d970b) L10 Device was unregistered2023-03-06 14:33:19 T(d1ce9298ea1d970b) L30 Error http 403: Calling Method_RegisterAccess2023-03-06 14:33:19 T(d1ce9298ea1d970b) L10 Device was unregistered2023-03-06 14:33:19 T(d1ce9298ea1d970b) L30 Error 5: Device access failed
Workaround/Solution
To resolve this issue, you can manually remove the TDR Host Sensor and install the WatchGuard Endpoint Agent on the macOS device.Note: WatchGuard Endpoint Agents that were installed from the .DMG file downloaded from WatchGuard Cloud are not affected. (Monitor > Endpoints > Computers > Add Computer)
