Product guide

Frequently asked questions

This section answers some of the frequently asked questions about Endpoint Intelligence Agent.

Question 1

When McAfee EIA switches the DTLS connection from one network device to another, the older

connection continues to be displayed in the status screen as connected. Why?

Answer 1

When a route is added, McAfee EIA connects to a network device and starts sending metadata. The

status screen displays that the connection is up.

Since the connection between McAfee EIA and the network device is UDP connection over TLS, that is,

DTLS, McAfee EIA uses heart beat messages to detect the status of the connection. To save

bandwidth, heartbeat is sent as part of metadata but not as a separate message. If McAfee EIA does

not receive a response, even after sending three heartbeat messages, it declares the peer as dead.

When a route gets changed, McAfee EIA connects to a new network device and starts sending

metadata. It does not have any data that needs to be sent to the older device. Since there is no data,

there is no way of sending a heartbeat message. So the status of the older connection remains in the

same state. The connection status screen shows two rows. One for the previous connection and the

other for the current connection.

Question 2

While trying to unistall McAfee EIA manually from the Control Panel, the uninstall fails with the error

message, "unable to open install log file and to check for permissions". Why?

Answer 2

This is a known issue on Windows 7. The available workaround is to stop and restart the

Explorer.exe process using the Task Manager. For more information, see KB article.

Endpoint Intelligence Agent 2.1.0 Product Guide