One Symantec Endpoint Protection (SEP) client cannot get updates from the Symantec Endpoint Protection Manager (SEPM)

Article:TECH106193  |  Created: 2008-01-08  |  Updated: 2010-01-21  |  Article URL http://www.symantec.com/docs/TECH106193
Article Type
Technical Solution


Environment

Issue



One Symantec Endpoint Protection (SEP) client cannot get updates from the Symantec Endpoint Protection Manager (SEPM)

Symptoms
1. No green dot on the client

2. Server is offline in the client user interface (Help and Support -> Troubleshooting)
3. Secars test passed (http://:/secars/secars?hello,secars)
4. http:///reporting - passed
5. Correct information in the sylink.xml file
6. Correct telnet to the server (telnet )
7. No proxy on the network but sylink log shows:

09/29 12:31:42 [4864] http://10.0.0.1:800389C6E4
09/29 12:31:42 [4864] 12:31:42=>Send HTTP REQUEST
09/29 12:31:44 [4864] 12:31:44=>HTTP REQUEST sent
09/29 12:31:44 [4864] 12007=>The Server name could not be resolved

and

09/29 12:31:45 [4864] http://server:800389C6E4
09/29 12:31:45 [4864] 12:31:45=>Send HTTP REQUEST
09/29 12:31:47 [4864] 12:31:47=>HTTP REQUEST sent
09/29 12:31:47 [4864] 12007=>The Server name could not be resolved


Cause



An old entry about proxy server remains in the registry

Solution



1. Check in the registry (HKEY_USERS\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\Internet Settings) those keys
"ProxyEnable"=dword:00000001
"ProxyServer"="test:80"

2. Change ProxyEnable to 0
3. Delete ProxyServer key

These settings are also cached in Hex format in the following location: HKU\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\Internet Settings\Connections
-DefaultConnectionSettings
-SavedLegacySettings

If DefaultConnectionSettings and SavedLegacySettings are present, they will re-populate the proxy settings. If they are NOT present, they will be generated with the current proxy settings. This can cause issues if the customer tries to alter just "HKU\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\Internet Settings\ProxyEnable" without also purging DefaultConnectionSettings/SavedLegacySettings before a reboot.





Legacy ID



2008100811312148


Article URL http://www.symantec.com/docs/TECH106193


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