Troubleshooting communication problems between the management server and the client
If you have trouble with client and server communication, you should first check to make sure that there are no network problems. You should also check network connectivity before you call Symantec Technical Support.
You can test the communication between the client and the management server in several ways.
Table: Checking the connection between the management server and the client
What to check
View the communication settings on the client
You can download and view the troubleshooting file on the client to verify the communication settings.
See Investigating client problems.
Test the connectivity between the client and the management server
You can issue several commands on the client to test the connectivity to the management server.
You can do the following tests:
Check for any network problems
You should verify that there are no network problems by checking the following items:
Test the connectivity between the client and management server first. If the client computer cannot ping or Telnet to the management server, you should verify the DNS service for the client.
Check the client's routing path.
Check that the management server does not have a network problem.
Check that the Symantec Endpoint Protection firewall (or any third-party firewall) does not cause any network problems.
Check the IIS logs on the management server
You can check the IIS logs on the management server. The logs can help you to determine whether the client can communicate with the IIS server on the management server computer.
See Checking the IIS logs on the management server.
Check the debug logs on the client
You can use the debug log on the client to determine if the client has communication problems.
See Checking the debug log on the client computer.
Recover lost client communication
If the clients have lost the communication with a management server, you can use a tool to recover the communication file.
See Recovering client communication settings by using the SylinkDrop tool.