Symantec Endpoint Protection clients do not communicate with the Symantec Endpoint Protection Manager (SEPM)

Article:TECH137402  |  Created: 2010-08-05  |  Updated: 2010-12-30  |  Article URL http://www.symantec.com/docs/TECH137402
Article Type
Technical Solution


Environment

Issue



Only a few clients are showing up in the SEPM.

 


Error



In the Sylink log, between check point 4 and 5.1, following symptoms identified:

08/05 18:14:42 [2564] <SendRegistrationRequest:>http://SEPM_SERVER:8014 [encrypted data]

08/05 18:14:42 [2564] 18:14:42=>Send HTTP REQUEST

08/05 18:14:45 [2640] <ScheduleNextUpdate>Manually assigned heartbeat=1 seconds

08/05 18:15:03 [2564] 18:15:3=>HTTP REQUEST sent

08/05 18:15:03 [2564] <ParseErrorCode:>12029=>The attempt to connect to the server failed.

08/05 18:15:03 [2564] 18:15:3=>QUERY return code

08/05 18:15:03 [2564] 18:15:3=>QUERY return code completed

08/05 18:15:03 [2564] <SendRegistrationRequest:>SMS return=0

08/05 18:15:03 [2564] <ParseHTTPStatusCode:>0=>Uninterpreted Status

08/05 18:15:03 [2564] <SendRegistrationRequest:>ERR to query content length

08/05 18:15:03 [2564] <SendRegistrationRequest:>Content Lenght =>

08/05 18:15:03 [2564] HTTP returns status code=0

08/05 18:15:03 [2564] <SendRegistrationRequest:>RECEIVE STAGE COMPLETED

08/05 18:15:03 [2564] <SendRegistrationRequest:>COMPLETED, returned 5

08/05 18:15:03 [2564] HEARTBEAT: Check Point 5.1

 

 


Cause



Legacy proxy settings in the registry still persist after environmental changes on client machine.


Solution



The legacy proxy settings can be removed by performing the following steps:

1.   Open the registry (Start->Run->type "regedit").

2.  Go to HKEY_USERS\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\InternetSettings\connections

3.  Delete the registry keys "DefaultConnectionSettings" and "SavedLegacySettings".

4.  Reboot the machine.

 

Note:  These registry keys will automatically regenerate after reboot of machine.




Article URL http://www.symantec.com/docs/TECH137402


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