Failure to synchronize error on BigFix logs

Usage and Config
1

Hi,

I have a particular endpoint whose logs have been giving this error message “FAILED to Synchronize - General transport failure. - 'http://xxxxxxx' http failure code 404 - gather url https://relay4. xxx””

When i search for this endpoint on the console, it shows up but the last report time is 3 months ago even when my settings on BigFix is supposed to remove all endpoints that haven’t reported in 30days. The endpoint shows on the console but has 0 relevant fixlets.

So far, I have uninstalled the BigFix agent, deleted the endpoint it from the console, reinstalled the agent again. I can ping all the bigfix relays successfully from this endpoint and I also used powershell to reach all the relays successfully through the 52311 port.

Please help.

2

It looks most likely to be a communication issue.

When you say the relay is pingable, do you also mean that a telnet test to the relay port is successful?

If telnet works, I would still recommend validating the full communication path with your network team. In several cases, we’ve seen issues where the relay is reachable via ping and telnet, but the TLS/handshake is broken or partially blocked, which can still cause failures.

3

Thank you vk.

Yes, the test to the relay is successful although I used powershell “Test-NetConnection -ComputerName -Port ”

Thanks again

4

I had a similar issue with one of the BigFIx client and performed BES agent reset post that it worked fine.
Open regedit and navigate to HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\BigFix\EnterpriseClient\GlobalOptions.
Delete the following values: ComputerID, RegCount, and ReportSequenceNumber.
Clear Data: Navigate to the installation directory (usually C:\Program Files (x86)\BigFix Enterprise\BES Client) and delete the __BESData

1 Like
5

Thank you ersaumitra10.

I will try this today. Please do in need to uninstall the agent at any point?

6

Uninstall is last resort. Once time permits see if client reset can fix it

1 Like
7

Http error 404 - can mean lot of things - the actual line can help.

For example - What does the error 'http failure code 404' from the Client log for an opsite mean? - Customer Support

I can share you a can where clients reported 404 on some op sites - after restarting the Relay and it's Parent Relay the errors which showed on the Relay Diagnostics on the Relay resolved and everything was resolved

8

Hi Vk,

TLS handshake isn’t blocked. I tested and everything seems fine but it still shows us that error. SO frustrating at the point.

9

Hi ersaumitra10,

I have gone through this step by step process and it is showing up the errors and nothing changed at all.

10

Hi @orbiton
Thank you for your response. Do you mean I should restart the Relay and Parent Relay?

11

@olu_bandzz - yes and not, every case can be different, I mean if you can provide the actual log file, and make sure to sendor all of the sensitive information - we can help more
And if you can do that please open a support case.

12

@olu_bandzz Are you certain your agent is using port 52311? The URL in your original post appears to show the agent trying to use port 52411 and the URL failing is to custom site.

Side note, you may want to edit your post to remove any sensitive and host specific information :wink:

1 Like
13

@SLB Thank you for the advice. Yes, we use 52411 instead of the default 52311 port.