Troubleshooting communication problems between the management server and the client

Article:HOWTO80740  |  Created: 2012-10-24  |  Updated: 2014-09-21  |  Article URL http://www.symantec.com/docs/HOWTO80740
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How To


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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

Solution

Look on the client to see if the client connects to the management server

You can download and view the troubleshooting file on the client to verify the communication settings.

See How to determine whether the client computer is connected and protected.

See Checking the connection to the management server on the client computer.

See Investigating protection problems using the troubleshooting file on the client.

Test the connectivity between the client and the management server

You can perform several tasks to check the connectivity between the client and the management server.

Check that the management server uses the correct server certificate

If you reinstalled Symantec Endpoint Protection Manager, check that the correct server certificate was applied. If the management server uses a different server certificate, the server still downloads content, but the client cannot read the content. If the management server uses the wrong server certificate, you must update it.

See Updating or restoring a server certificate.

See Best practices for updating server certificates and maintaining the client-server connection.

You can verify that the management server uses the wrong server certificate by checking the following items:

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 the 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 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.

See Checking the inbox logs on the management server.

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 Restoring client-server communication settings by using the SylinkDrop tool.

If Symantec Endpoint Protection Manager displays logging errors or HTTP error codes, see the following knowledge base article: Symantec Endpoint Protection Manager Communication Troubleshooting.


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