000032068 - New Endpoint agent isn't recognized by the Endpoint coordinator in RSA DLP 9.6 SP2

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000032068
Applies ToRSA Product Set: DLP
RSA Product/Service Type: Endpoint
RSA Version/Condition: 9.6 SP2
Platform: Windows
Product Description: DLP SUITE BUNDLE
IssueAfter creating an agent installer msi and subsequently used it to install the agent on the target PC, the End point Coordinator does not appear to recognize this new agent.
- Go to Temp folder, by typing %Temp% in the run 

- Checked for the Installation log file, which will be name MSI----.txt

- Checked for the logs if found the below log 
-- MSI_LOGGING --   Dec-1-2015 11:05:53.306000 Error : DNS Query on _rsa_dlp_repc._tcp.ribeye.com failed with Error - 9003
Tasks- Check if the DNS reachable from the Endpoint agent.
- Ping the Root Endpoint coordinator using it's FQDN
- Check the DNS entry of the Root Endpoint Coordinator if the above FQDN isn't resolved to IP 
ResolutionThis log indicates that the Endpoint Agent is failing to resolve the Name of the Root Endpoint coordinator, which caused failure in installing the join token.
To resolve this, Endpoint agent has to be able resolve the Name of the Root Endpoint coordinator.