Hello,

Recently I made a disaster recovery, everything its fine until one or two hours after the process, some clients show online but then they turned offline and never put online again. If I return to the last server all clients work fine

I'm workin in Windows 2008 server x64 R2 whit Enpoint protection manager 12.1.1000.157 RU1.

Thanks in advance for help

Follow these two documents check the KCS value as configured here

Symantec Endpoint Protection (SEP) clients fail to communicate after a new Symantec Endpoint Protection Manager (SEPM) replication partner is configured

Restoring client-server communications with Communication Update Package Deployment

http://www.symantec.com/docs/HOWTO81109

were the certificate backup correct?

can you check the sylink log for an error?

Are they still attempting to point to the old SEPM? Have you tried replacing the sylink file?

Clients are getting telnet with sepm or not? 

Symantec Endpoint Protection: Troubleshooting Client/Server Connectivity

http://www.symantec.com/business/support/index?page=content&id=TECH105894

SEP 12.1 RU2 and Reset Client Communication

https://www-secure.symantec.com/connect/articles/sep-121-ru2-and-reset-client-communication

https://www-secure.symantec.com/connect/forums/client-machines-showing-offline

thanks Guys, I will try Rafeeq solution.

With sylink replace I just tried that method but the client always show offline in the management console

Hello,

What happens if you turn off the old SEPM server OR Stop and Disable the Symantec Endpoint Protection Manager services from the old server?

Try turning off the Windows Firewall and check if that helps.

Check these Articles:

How to point clients to a new SEPM after decommissioning or replacing the primary SEPM.

http://www.symantec.com/docs/TECH92556

For SEP 12.1 clients, you need SylinkReplacer for SEP 12.1 which is only available with Symantec Technical Support Team.

On a Kind note, it is recommended that you may want to migrate the SEP to the Latest version of SEP 12.1.3001

For SEP 12.1 RU2 and above, you would need to use the Internal feature, check this Article:

Restoring client-server communications by using a client installation package

http://www.symantec.com/docs/HOWTO80762

SEP 12.1 RU2 and Reset Client Communication

https://www-secure.symantec.com/connect/articles/sep-121-ru2-and-reset-client-communication

For SylinkReplacer for SEP 12.1 utility, Create a case with with Symantec Technical Support Team.

How to create a new case in MySupport

http://www.symantec.com/docs/TECH58873

Phone numbers to contact Tech Support:-

Regional Support Telephone Numbers:

• United States: https://support.broadcom.com (407-357-7600 from outside the United States)
• Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)
• United Kingdom: +44 (0) 870 606 6000

Additional contact numbers: http://www.symantec.com/business/support/contact_techsupp_static.jsp

Hope that helps!!

Hello guys,

I tried some solutions that you gave me, but my version it's 12.1.X RU1 I can't use the "Reset client communication", because in my version I don't have "Communication Update Package Deployment" option.

I checked the client system log and i found this:

2140    9/10/2013 5:21:10 AM    Error    12120002    Cannot assign a client authentication token. There was a general communication failure.    
2141    9/10/2013 5:21:10 AM    Warning    12130002    [Client authentication token request] Submitting information to Symantec failed.

I have a clear communication between server and client.

Thanks in advance for your help guys.
 

Hello,

Check this Article:

Client Authentication Tokens, License Counts and Submitting content to Symantec's Cloud-based Reputation Service

http://www.symantec.com/docs/TECH184530

Per design, even if enabling "Allow Insight lookups for threat detection" is checked, this will also need to contact and get CAT token from https://ent-shasta-rrs.symantec.com.

Disable both of the following:

• "Let this computer automatically forward selected anonymous security information to Symantec"
• "Allow Insight lookups for threat detection" in Submission tab.

Hope that helps!!