Cannot see clients in Symantec System Center, but Symantec AntiVirus or Symantec Client Security clients continue to receive virus definition updates

Article:TECH100014  |  Created: 2002-01-18  |  Updated: 2010-08-15  |  Article URL http://www.symantec.com/docs/TECH100014
Article Type
Technical Solution

Product(s)

Environment

Issue



Symantec AntiVirus or Symantec Client Security managed clients receive virus definition updates from a parent server but are not visible in Symantec System Center.

 


Solution



This problem has more than one cause, so more than one solution is provided. To fix the problem, try the following solutions in the order in which they appear.

Stop and restart Symantec AntiVirus services
In most cases, a communication problem between Symantec System Center and the Symantec AntiVirus server causes this problem. To fix the problem, stop and restart all related Symantec AntiVirus services in the correct order.

 


Note: Not all services are present on all Symantec AntiVirus servers, depending on which components are installed.
 




To stop and restart the Symantec AntiVirus services

  1. Stop the Symantec AntiVirus services in the following sequence:
    • Symantec System Center Discovery Service
    • Intel Alert Handler
    • Intel Alert Originator
    • Intel File Transfer
    • Intel PDS
    • Symantec AntiVirus Server
      In Symantec AntiVirus 9.x and later, the service name is Symantec AntiVirus.
    • Symantec Quarantine Agent
    • Symantec Central Quarantine
  2. After all the services are stopped, restart the services in the following sequence:
    • Symantec AntiVirus Server
      In Symantec AntiVirus 9.x and later, the service name is Symantec AntiVirus.
    • Intel PDS
    • Intel Alert Handler
    • Intel Alert Originator
    • Intel File Transfer
    • Symantec Quarantine Agent
    • Symantec Central Quarantine
    • Symantec System Center Discovery Service
       


Delete the GUID registry value on affected clients
Every installation of Symantec AntiVirus creates a globally unique identifier (GUID) for that installation when the Rtvscan service first starts. If you use a computer with Symantec AntiVirus to create a drive image, and if that image is used to create clones of that computer on the same network, then each computer will have the same GUID. This situation can cause managed clients to disappear from Symantec System Center. To fix the problem, delete the GUID registry value on the client computers and then restart the Symantec AntiVirus service.

To delete the GUID registry value on client computers

  1. In the Registry Editor, go to the following key:

    HKEY_LOCAL_MACHINE\SOFTWARE\Intel\LANDesk\VirusProtect6\CurrentVersion

     
  2. In the right pane, right-click GUID, and then click Delete.
  3. Exit the Registry Editor.
  4. Restart the Symantec AntiVirus service.


If the problem persists, read Symantec AntiVirus managed clients do not appear in Symantec System Center.



References
If you plan to deploy Symantec AntiVirus by using a drive image, first read Configuring Symantec AntiVirus for deployment as part of a drive image.



 



Legacy ID



2002101816504048


Article URL http://www.symantec.com/docs/TECH100014


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