Windows Troubleshooting


The following information is specific to troubleshooting issues and errors that occur on an endpoint with Windows installed.

Windows Installer References

Because we are using a windows MSI, users will see these error codes on their endpoints and on their Secure Endpoint Console Events page for Orbital Install Failed events and the best course of action for customers when troubleshooting installer problems is to go to the endpoint and look at the MSI logs and the Event Viewer.


Orbital Installation Failed

Symptoms

Things to Check


Powershell Events Not Enabled by Default

Windows Event Log Powershell Events is not enabled by default, and so any query against the table powershell_events will not return data until this is enabled.


Troubleshooting Tools

Various tools exist to help gather more information and help troubleshoot customer issues with Orbital, which are described in this section.

Logs

The first thing you should do in the event of an error or warning is to check the logs.

Secure Endpoint Diagnostics

The following items inside a remote Diagnostics bundle from the Secure Endpoint Console can help troubleshoot Orbital:

<orbital>
  <enable>1</enable>
  <server>ncp.orbital.amp.cisco.com:443</server>
  <updater>
    <protocol>https</protocol>
    <server>orbital.amp.cisco.com</server>
    <path>/static/update.xml</path>
    <interval>3600</interval>
    <smallinterval>300</smallinterval>
    <signer>Cisco Systems, Inc.</signer>
  </updater>
</orbital>

IP Connectivity Tool

Secure Endpoint has an endpoint-bundled connectivity diagnostic tool called ConnectivityTool.exe that customers can run to see if the endpoint is capable of reaching every backend URL required. They recently included some Orbital URLs to test in this tool as well. If the Secure Endpoint customer has a proxy configured in their Secure Endpoint policy, the tool will honor these settings and attempt to connect to the URL via the proxy. However, when the tool reports success, it is a bit misleading because the Orbital node won’t honor the same proxy settings.

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