HEAT Discovery - Server operating systems are not creating CI records in HEAT, TaskCheckThread.log error:  A certificate chain could not be built to a trusted root authority

Version 2

    Details

     

    Server operating systems are not creating CI records in HEAT
    Checking the TaskCheckThread.log on the local server in C:\Program Files (x86)\Common Files\Frs\Logs may show an error:
    13:31.10.150  1 ClientAgentExt.dll  Task Check Thread is running ...
    13:31.21.772  2 trustchk.dll  Validating digital signature of 'C:\Program Files (x86)\Frontrange Solutions\SaasIMClient\ClientAgent\mgmtagnt.exe' failed after 100 retries with error code 2148204810 (0xe001000e)
    13:31.21.772  2 ClientAgentExt.dll  Error in line ..\Common\Source\JobControlThread.cpp (179)
    13:31.21.772  E Warning (Module:mgmtagnt.exe, Severity:0x03): ClientAgentExt.dll  Failed to run job: GetClientTasks
    A certificate chain could not be built to a trusted root authority. (0x800b010a)

     


    Resolution

    This issue happens when the client is unable to update an added trust certificate to the operating system.  The Discovery components are signed with a Comodo certificate and the root certificate is required to be installed on the system for Discovery to work properly:

    1. Download the current External CA Root certificate from Comodo to the issue end point
    2. Open the downloaded .crt file
    3. Click Install Certificate
    4. In the Certificate Import Wizard, choose Local Machine and click Next
    5. Choose to Place all certificates in the following store
    6. Click Browse
    7. Choose the Trusted Root Certification Authorities
    8. Click OK and finish the wizard
    After completed, please restart the following services on the endpoint:
    - FRSSaaSClientAgent
    - FRSSaaSClientAgent
    - FRSSaaSUpdateAgent
    - SaaSDiscoveryClientAgent

     

    2017.1.1 and above

     

    The code signing certificate has been updated.

     

    The Root CA cert can be downloaded from [Root] Comodo RSA Certification Authority (SHA-2) - Powered by Kayako Help Desk Software

    and the intermediate cert can be downloaded from [Intermediate CA #2] COMODO RSA Code Signing CA (SHA-2) - Powered by Kayako Help Desk Software