The SEP clients are checking in but are not getting the current definitions or policy updates from the SEPM

Article:TECH182688  |  Created: 2012-02-29  |  Updated: 2013-02-01  |  Article URL http://www.symantec.com/docs/TECH182688
Article Type
Technical Solution


Environment

Issue



The Symantec Endpoint Protection (SEP) clients are checking in and communicating with the Symantec Endpoint Protection Manager (SEPM), but are not getting updates from the SEPM.

The SEPM appears to be updating but no delta packages are being created.

The folders in the 'Symantec Endpoint Protection Manager\Data\outbox\agent' folders have not updated and do not update when a policy is changed or when new definitions arrive.


Environment



Symantec Endpoint Protection 12.1.x


Cause



The SEPM and the database are not communicating with each other and are not updating the folders to tell the SEP clients they need updating.


Solution



Initially try restarting the Symantec Endpoint Protection Manager Webserver and the Symantec Embedded Database services to see if this resolves the issue.

The steps to take to restart the services are below.

1. Go the server > Click Start > Run and type "services.msc"
2. Find "Symantec Embedded Database" and restart.
3. Find "Symantec Endpoint Protection Manager Webserver" and restart.
4.  Let sit for a few minutes (about 20 minutes) and check to see if the definitions update.

If restarting the Symantec Endpoint Protection Manager Webserver service fails to resolve the issue, it may be necessary to run the Management Server Configuration Wizard to resolve the issue.

To run, first make sure the password for the database is known.  This is the original password that was used to get into the SEPM.

1.  To run this tool go to Start >  All  Programs > Symantec Endpoint Protection  Manager > Symantec Endpoint Protection Manager Tools and select the Management Server Configuration Wizard.

2.  Run the tool and when it asks for the password this is the password that was used to access the manager for the first time.

3. Once the tool has been run, the clients will show they are off line and start to check in depending on what communications settings.  This could take an hour or more.

4.  After about 10 minutes the folders in the 'Symantec Endpoint Protection Manager\Data\outbox\agent' will start to update and then the SEP clients will start to update.




Article URL http://www.symantec.com/docs/TECH182688


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