Video Screencast Help

Client PCs not updating from manager

Created: 16 Oct 2012 | 12 comments


We have this issue of clients not getting updates from the manager. I can see that the manager is updated however, when checking the client  pcs, it is not showing that they are updated. From manager, I can see that the client pcs are connected because they have this green dots on them. There is a pop up message that says that antivirus and antispyware definitions are out of date.

Please assist me with this. Not too familiar with what setting to check to allow for this. Some clients are also getting updates directly from the server online and not from the manager.

Your help will be much appreciated.


Comments 12 CommentsJump to latest comment

Brɨan's picture

How long have the client been out of date?

Do you know what your heartbeat is set to?

Check this link:

Symantec Endpoint Protection: Troubleshooting Client/Server Connectivity

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

lyangina's picture

Clientss have not been updated for a month now

John Santana's picture

Yes, please check the Sylink.XML to see if it is pointing to the correct management server and then look at the policy serial number setting.

Kind regards,

John Santana
IT Professional


Please be nice to me as I'm newbie in this forum.

Ashish-Sharma's picture


Symantec Endpoint Protection Manager (SEPM) 12.1 is not updating 32 or 64 bit virus definitions

In this case, check if the clients are connecting to the SEPM properly, check these Articles:

Symantec Endpoint Protection Manager 12.1 Communication Troubleshooting

Troubleshooting communication problems between the management server and the client

Then, Troubleshoot the Liveupdate Issue, check this Article:

Symantec Endpoint Protection: LiveUpdate Troubleshooting Flowchart

Thanks In Advance

Ashish Sharma

pete_4u2002's picture

if the above links does not help pass on sylink log from the client 

Chetan Savade's picture


Is it possible to reboot the management server?

Check the policy serial number in the client and in the policy manager.

You should check the policy serial number on the client to see if it matches the serial number that appears in the management console. If the client communicates with the management server and receives regular policy updates, the serial numbers should match.

If the policy serial numbers do not match, you can try to manually update the policies on the client computer and check the troubleshooting logs.

To view the policy serial number in the management console

1. In the management console, click Clients.
2. Under "View Clients", select the relevant group, and then select the Details tab.

The policy serial number and the policy date appear at the bottom of the details list.

To view the policy serial number on the client

1.On the client computer, in the client user interface, click on the Help and Support button, select Troubleshooting.

  1. In the Management section, look at the policy serial number.

If above steps didn't help then please pass on Sylink logs.

How to enable Sylink debugging for the Symantec Endpoint Protection 11.x and 12.1 client in the Windows Registry

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

Sumit G's picture

How many clients you have the same problem?


Sumit G.

SameerU's picture


Please refer the article below:

Symantec Endpoint Protection Manager 12.1 Communication Troubleshooting

Troubleshooting communication problems between the management server and the client


lyangina's picture

Thank you all for your comments . Will try them and advise.


Sumit G's picture

Rest of the clients are working?

Try the attach link

Second Doc

Follow the below step

--Checked the client status: offline 
--Took the backup of the registry 
-- Delete the following registry keys: 
HKEY_USER\.DEFAULT\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\Connections\DefaultConnectionSettings 
HKEY_USER\.DEFAULT\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\Connections\SavedLegacySettings 
--Set the proxy enable in the registry to 0 under HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings 
--Uncheck the proxy setting option in the internet options settings. 
--Reboot the system. 
--Check the client status : online/reporting to the server


Sumit G.

Sumit G's picture

Haved you tried my attach above comments?


Sumit G.