Error: "An error occurred when trying to connect to topology service. Make sure it is properly installed." when opening Symantec System Center 10.x

Article:TECH101281  |  Created: 2005-01-10  |  Updated: 2012-03-26  |  Article URL http://www.symantec.com/docs/TECH101281
Article Type
Technical Solution

Product(s)

Environment

Issue



When you start Symantec System Center, you see the error message "An error occurred when trying to connect to topology service. Make sure it is properly installed."

 


Solution




Before you begin:

  • Make sure that you use the version of Symantec System Center that came with your version of Symantec AntiVirus. Earlier versions of Symantec System Center are not compatible with Symantec AntiVirus 10.x
    For details, read the document Determining the version of Symantec System Center.
  • You may see this error message if you do not restart the computer after you install Symantec System Center.
  • When it is installed on a Terminal Server, open Symantec System Center locally. Do not connect to Symantec System Center by using a terminal session.
  • Symantec supports Symantec System Center on Terminal Services or Terminal Server only in a limited number of configurations.
    For details, read the document Support for Symantec System Center on Terminal Services or Terminal Server.


Because this situation has a variety of causes, no one solution works in every case. To fix this problem, perform all of the procedures and all of the steps within each procedure. Perform the procedures and steps in the order in which they appear. After each solution, test the program to find out whether the problem is fixed.

Disable third-party, real-time spyware scanning programs
Third-party, real-time spyware scanning programs can cause this problem. In this situation, the Symantec System Center Discovery Service may not exist or cannot start.

Disable any third-party, real-time spyware scanning programs on a computer that runs Symantec System Center. If the problem persists, uninstall Symantec System Center, restart the computer, and disable the spyware scanning program. Then install Symantec System Center again and restart the computer. Symantec Client Security 3.x and Symantec AntiVirus 10.x contain a real-time spyware scanning component. For this reason, Symantec does not recommend that you run third-party, real-time spyware scanning programs on the same computer.


Make sure that Symantec services are started
First, make sure that the Symantec services are started. If you see an error message as you perform these steps, then troubleshoot that error message.

 


Note: Not all services are present on all Symantec AntiVirus servers, depending on which components are installed. If you do not see a service, then skip to the next one in the list. If Symantec System Center Discovery Service or Intel PDS are not listed on your computer, then uninstall and reinstall Symantec AntiVirus and Symantec System Center.
 



To stop and restart the Symantec services

  1. On the Windows taskbar, click Start > Programs > Administrative Tools > Services.
  2. Stop each of the following services in the order in which they appear:

    Symantec System Center Discovery Service
    Intel Alert Handler
    Intel Alert Originator
    Intel File Transfer
    Intel PDS
    Symantec AntiVirus
    Symantec Quarantine Agent
    Symantec Central Quarantine

    To stop a service, right-click the service, and then click Stop.

     
  3. After all these services are stopped, start each of the following services in the order in which they appear:

    Symantec AntiVirus
    Intel PDS
    Intel Alert Handler
    Intel Alert Originator
    Intel File Transfer
    Symantec Quarantine Agent
    Symantec Central Quarantine
    Symantec System Center Discovery Service

    To start a service, right-click the service, and then click Start.
     


To register the Symantec System Center DLL

  1. On the Windows taskbar, click Start > Run.
  2. In the Open box, type the following text:

    regsvr32 "C:\Program Files\Symantec\Symantec System Center\NscTopps.dll"

     
  3. Click OK.



Configure or disable the Windows Firewall
If the Windows 2003/XP Firewall is configured to block communication from Symantec AntiVirus, you may see the error message. Do one of the following:



Check rights and permissions
Make sure that you are logged on with an account that has administrator rights to the local computer. Confirm that group membership does not restrict the account's rights and privileges. On an NTFS partition, make sure that System and Administrator have Full Control permissions to the Symantec System Center folders. Use Dcomcnfg.exe to confirm that the Default Impersonation level is set to Identify. In an Active Directory environment, disable the "Disable the run once list" Group Policy. You can disable this policy either on the local computer or by using the Group Policy Object Editor.

To confirm NTFS permissions for the Symantec System Center folders

  1. Start Windows Explorer.
  2. In the left pane, go the following folder:

    <drive:>\Program Files\Common Files\Symantec Shared\SSC

     
  3. Right-click the SSC folder, and then click Properties.
  4. On the Security tab, make sure that System and Administrator have Full Control.
    You may grant Full Control permissions to other users who use Symantec System Center.
  5. In the left pane, go the following folder:

    \Program Files\Symantec\Symantec System Center

     
  6. Right-click the Symantec System Center folder, and then click Properties.
  7. Repeat step 4.
  8. Exit Windows Explorer.


To change the Default Impersonation Level using Dcomcnfg.exe

  1. On the Windows taskbar, click Start > Run.
  2. In the Named box, type the following text:

    dcomcnfg.exe

     
  3. Click OK.
  4. Do one of the following:
    • For Windows XP, expand Component Services, and then expand Computers. Right-click My Computer, and then click Properties. On the Default Properties tab, in the Default Impersonation Level drop-down list, click Identify.
    • For all other versions of Windows, on the Default Properties tab, on the Default Impersonation Level drop-down list, click Identify.
  5. Click OK.


To disable the "Disable the run once list" Group Policy on the local computer

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

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\Explorer

  2. In the right pane, double-click the DisableLocalMachineRunOnce value.
  3. In the Value data box, type 0
  4. Click OK.
  5. Exit the Registry Editor.
  6. Restart the computer.


To disable the "Disable the run once list" policy in the Group Policy Object Editor

  1. On the Windows taskbar, click Start > Run.
  2. In the Open box, type the following text:

    mmc

     
  3. Do one of the following:
    • On Windows 2003/XP, click File > Add/Remove Snap-in > Add.
    • On Windows 2000, click Console > Add/Remove Snap-in > Add.
  4. In the Add Standalone Snap-in window, click Group Policy, and then click Add.
  5. Click Browse, and select Default Domain Policy.
  6. Click OK, and then click Finish.
  7. Click Close, and then click OK.
  8. In the left pane, expand Console Root > Default Domain Policy > User Configuration > Administrative Templates > System > Logon/Logoff.
  9. In the right pane, confirm that the value of "Disable the run once list" is "Disabled".
  10. Repeat steps 5-9 for the Computer Policy, the Domain Controller Policy, and the User Policy, if applicable.



Check environmental variables
Confirm that the correct shares are set up on the computer.

To confirm and set up shares

  1. At a command prompt, type the following command:

    net share

     
  2. If you do not see the ADMIN$ and <OS Drive>$ shares, create them.
    To create the shares, do one of the following:
    • In Windows 2003/XP, type the following commands:

      net share ADMIN$=C:\WINDOWS
      net share C$=C:\


       
    • In Windows 2000, type the following commands:

      net share ADMIN$=C:\WINNT
      net share C$=C:\

  3. If you did not install Symantec System Center onto the OS drive, create a share for the drive onto which you installed Symantec System Center.
    For example, if Symantec System Center is installed on drive D, type the following command at a command prompt:

    net share D$=D:\

    If the problem persists, uninstall Symantec System Center and restart the computer. Then, install Symantec System Center onto the OS partition and restart the computer.



Possible workarounds
If the solutions in this document fail to fix the problem, then try the solutions in this section. Each of the following workarounds has fixed this problem in different situations:

  • Repair the Symantec System Center installation by using Add or Remove Programs in Control Panel.
  • Check the Application section of the Event Log for errors from other services and devices.






 



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2005051007445848


Article URL http://www.symantec.com/docs/TECH101281


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