Understanding EPP Error Messages

• Internal engine error: This error means that the agent did not initiate correctly. To resolve this issue, on the Access > Protected Endpoints page, click the three dots alongside the host that has the error and select Reset Service. If this does not resolve the issue, contact Support.

• Mismatch driver in the behavioral module: An internal driver does not match the expected version. Try updating the drivers, and if this does not resolve the issue, contact Support.

• Insufficient memory resource: There was insufficient memory when trying to initiate the EPP agent. The agent will attempt to initiate again on its own, and if this fails, on the Access > Protected Endpoints page, click the three dots alongside the host that has the error and select Reset Service.

• Error in module(s): atc/onaccess/selfprotect: There is an issue with the EPP engine(s). To resolve this issue, contact Support.

• Detected conflicting anti-virus: EPP cannot be activated because another anti-virus (AV) software has been detected on the machine. Remove the additional anit-virus software and restart the EPP agent.

• C++ redistributable is missing or out-of-date (please install C++ redistributable 2019 or later): Verify that the C++ Redistributable version is installed and the version is later than 2019. After you install the package, reboot the computer for the changes to take effect.

• Drivers are not installed correctly: This error means that the solution has not been installed correctly and cannot run the EPP engine(s). To resolve this issue, on the Access > Protected Endpoints page, click the three dots alongside the endpoint that has the error and select Reinstall Drivers. If this does not resolve the issue, contact Support.

• Installation not complete: Ensure the device has c++redist 2019 or later installed and reboot. If this issue persists, contact Support.

For more information about the different actions you can perform, see Managing the Endpoint Protection Solution.