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Skyhigh Security

Troubleshooting the Installation Issues

When there are issues with SCP installation, we find that 99% of all install issues are caused by third-party security.

Bypass Directories and Executables

For information on lists of directories and executables to bypass, see Solutions

  • Make sure to bypass SCP from being filtered or inspected by third-party security solution software
  • If you feel any other directories/executables should be bypassed, then create a Support Request and identify third-party software or blocked paths. 

Identify Errors

To identify errors, you can use the logs SCPInstall.log and scp_vscore_inst <scp_ver>.txt located at C:\Windows\Temp\SkyhighLogs\.

NOTE: An error is signified by a non-zero return value. 

If the installation was successful, scp_vscore_inst returns 0. Otherwise if the install was not successful, it returns a random high number, such as 12341234*.

Solutions

To reproduce any issues with the installation, use a Windows client without any other third-party security software installed. 

  • If you can reproduce the issue, raise an ticket with all relevant information.
  • If you cannot reproduce the issue,  install third-party security software and test again. If the issue occurs again, check the logs and bypass list from your third-party software.
  • If you still cannot find the root cause of the problem, raise an SR with all relevant information.
Solution 1: Windows

To resolve this issue, create the following exceptions in your Endpoint Protection application to exclude SCP from being filtered or inspected:

Directories including subdirectories (depending on the third-party software you use, you might need to add * to the end of the path):

  • %PROGRAM FILES%\Common Files\...\SystemCore\
    (usually C:\Program Files\Common Files\...\SystemCore\)
  • C:\Program Files\Skyhigh\
  • C:\ProgramData\Skyhigh\

Executables:

  • C:\Windows\System32\mfevtps.exe
  • C:\Windows\mfereboot.exe
  • C:\Program Files\Common Files\...\SystemCore\mfemms.exe"
  • C:\Program Files\Common Files\...\SystemCore\mfefire.exe"
  • C:\Program Files\Common Files\...\SystemCore\mfehcs.exe
  • C:\Program Files\Common Files\...\SystemCore\vtpinfo.exe
  • C:\Program Files\...\Agent\masvc.exe" /ServiceStart
  • C:\Program Files\...\Agent\macmnsvc.exe" /ServiceStart
  • C:\Program Files\...\Agent\x86\macompatsvc.exe"
  • C:\Program Files\Skyhigh\SCP\x64\mfehidin.exe
  • C:\Program Files\Skyhigh\SCP\McpService.exe
  • C:\Program Files\Skyhigh\SCP\SCPUninstallProtection.exe

 

If the install fails after adding all the above exceptions:

  1. Check if the scp_vscore framework has created the mfehidin.exe process in the \temp folder.
    For example: C:\Users\USERNAME\AppData\Local\Temp\mfempt17400029\mfehidin.exe
     
  2. Create another exception for this process.
    Or, exclude the following paths:
    • "%temp%\mfempt"*
    • "%windir%\temp\mfempt"* 
    • "C:\Users\AppData\Local\Temp\mfempt**"
Solution 2: macOS

Directories:

NOTE: All files and binaries of the below directory must be excluded in your other security products.

  • /usr/local/McAfee/...

Process:

  • /usr/local/McAfee/Scp/bin/scpd
  • /usr/local/McAFee/fmp/bin64/fmpd

Driver:

  • com.mcafee.kext.MCPDriver

SCP-MAC logs are present at - /usr/local/McAfee/Scp/logs folder.

When installed on third-party Endpoint Protection applications

When you install Client Proxy with a third-party Endpoint Protection application, you might need to create exceptions in third-party applications (a third-party Endpoint Protection application might be from Broadcom or Sophos). The exceptions are to exclude SCP from being filtered or inspected.

Issues you may encounter

When you install SCP on a client with a third-party Endpoint Protection product already installed, you may experience one or more of the following issues:

  • SCP fails to install.
  • The SCP service fails to start.
  • You can't configure SCP to perform a redirect (you can't apply a policy to SCP).
  • The client no longer has internet access.
  • Kernel Panics on macOS.
  • SCP Services stop responding (hanging) and a major decrease in connectivity is seen (macOS).
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