Contents

Introduction

Prerequisites

Requirements

Components Used

Problem

Solution

Related Information

Introduction

This document describes steps to troubleshoot TETRA Definitions failure with error 3000 error.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

- Cisco Secure Endpoint

Components Used

The information in this document is based on:

- Cisco Secure Endpoint connector (any version)

- Wireshark (any version)

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Problem

1. On endpoint, TETRA Definitions update fail with "Unable to install updates.Please try again later" error message.

2. On Cisco Secure Endpoint Console, mentioned failure error is observed:
"Update failed because of a network timeout. Check your network, firewall or proxy settings to verify connectivity between endpoints and the update server. Contact Cisco support if the issue persists."

3. In debug sfc.exe.log, definitions updated failed with error 3000 error is observed, which stands for Unknown_Error as documented.
(978223515, +0 ms) Aug 04 07:30:23 [11944]: TETRAUpdateInterface::update updateDir: C:\Program Files\Cisco\AMP\tetra, 20, -3000, -3000, 0, 0, 0

(978223515, +0 ms) Aug 04 07:30:23 [11944]: ERROR: TETRAUpdateInterface::update Update failed with error -3000

(978223515, +0 ms) Aug 04 07:30:23 [11944]: PipeSend: sending message to user interface: 26, id: 0

(978223515, +0 ms) Aug 04 07:30:23 [860]: PipeWrite: waiting on pipe event handle

(978223515, +0 ms) Aug 04 07:30:23 [11944]: TETRAUpdaterInit defInit: 0, bUpdate: 0

(978223515, +0 ms) Aug 04 07:30:23 [11944]: TETRAUpdaterInit bUpdate: 0, bReload: 0

(978223515, +0 ms) Aug 04 07:30:23 [11944]: FASharedPtr<class TETRAUpdateInterface>::ReleaseInstance count: 1

(978223515, +0 ms) Aug 04 07:30:23 [11944]: PerformTETRAUpdate: bUpdated = FALSE, state: 20, status: -3000

(978223515, +0 ms) Aug 04 07:30:23 [11944]: PerformTETRAUpdate: sig count: 0, version: 0

(978223515, +0 ms) Aug 04 07:30:23 [11944]: Config::IsUploadEventEnabled: returns 1, 1

(978223515, +0 ms) Aug 04 07:30:23 [11944]: AVStat::CopyInternal : engine - 2, defs - 0, first failure - never, last err code - 4294964296, last upd success - never

(978223515, +0 ms) Aug 04 07:30:23 [11944]: AVStat::CopyInternal : engine - 2, defs - 0, first failure - Thu Aug 4 06:35:16 2022, last err code - 4294964296, last upd success - never

Solution

1. Please enable Allow user to update TETRA definitions option in AMP Policy > Client User Interface on the Console. With this parameter you can trigger TETRA update as required during troubleshooting.

2. Also, enable debug Connector and Tray-level log on the endpoint or via AMP Policy.

3. Please take packet captures on both TETRA update successful and failed endpoint for TETRA Definitions while you click Update TETRA on endpoint.

4. On TETRA update successful endpoint, in packet-capture filter the packets with http.host == "tetra-defs.amp.cisco.com:443" and then "follow the tcp.stream" of each packets to analyse the related traffic.

5. In Server Hello packet, you can see the Server accepts "TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384" cipher in Server Hello packet.

6. Cisco Secure Endpoint TETRA server accepts only mentioned Ciphers:

TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384

TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256

TLS_DHE_RSA_WITH_AES_128_GCM_SHA256

TLS_AES_128_GCM_SHA256

7. On TETRA update failed endpoint, in packet-capture, a fatal error in SSL handshake is seen after Client Hello packet.

8. In the Client Hello packet, you can see the offered Ciphers from the endpoint.

9. In addition, you can cross-verify the enabled Ciphers on endpoint with the  Get-TlsCipherSuite | ft name  PowerShell command.

10. In case the ciphers mentioned in Step 6 are not listed here, that is the reason for the SSL handshake failure.

11. To fix this, please verify the SSL Cipher Suite Order in the Group Policy:
Run -> gpedit.msc -> Local Computer Policy -> Computer Configuration -> Administrative Templates -> Network -> SSL Configuration Settings -> SSL Cipher Suite Order -> Edit policy setting

12. The Cipher Suite Order must be Not Configured or Disabled and if set to Enabled, add the ciphers mentioned in Step 6 in the list.

13. Apply these changes and reboot the endpoint to bring these changes available for applications.

14. Please retry Update TETRA once the reboot is completed.

15. In case the TETRA Definitions issue persists, please analyze the logs and captures again.

Related Information

- Cisco Technical Support & Downloads