Unable to add the SnapServer as an EDR Client on SnapServers that are multi-homed

Version 1

    When trying to add the SnapServer as an EDR client by entering the IP address or hostname of the management console, it returns an "unexpected error" message.


    This information applies to the following Product(s):

    - SnapServer 4200

    - SnapServer 4400
    - SnapServer 4500
    - SnapServer 14000
    - SnapServer 15000
    - SnapServer 18000

    This information applies to the following Operating System(s):

    - This information is not Operating System specific


    ---Solution---

    As of EDR version 5.2.2, the installation is unable to process a Snap Server that is multi-homed (two network interfaces using two on different subnets). The configure script is not handling it correctly when the server's name appears in the /etc/hosts file more than once. The configure script uses the /etc/hosts file to determine a unique identifier for the host (servername and IP address). When the name appears twice, the information that is returned is not in the expected format.

    As a workaround, please do the following:

    1 - Log onto the agent Snap Server as 'root' or an account with 'root' privileges
    2 - Make a copy of the /etc/hosts file by entering 'cp /etc/hosts /etc/hosts.old'
    3 - Edit /etc/hosts file to remove one of the entries for the server's name
    4 - Configure the Snap Server as an agent to sync with the Management Console
    5 - After the EDR agent is configured, copy the saved /etc/hosts file back by entering 'cp /etc/hosts.old /etc/hosts'