Endpoint Protection

Case # 312141074

Up until a month ago, SEPM 11 2010 MR2 was working fine. I set up a test computer with XP Pro SP3. I pushed the SEP client from the deployment wizard and it never registered with the SEPM. I could not find the workstation anywhere. The client settings were completely different from my policy settings. Users were able to disable SEP which was not allowed under the policy I had set up. Help and Support\Troubleshooting from the client end show the server "offline." All other computers were still connecting and receiving updates. Mind you, these other computers are still on XP Pro SP2. I thought SEP just wasn't playing nice with SP3, that is, until I realized that new computers with XP Pro SP2 I was setting up with the SEP client pushed from the deployment wizard were also not reporting!! I couldn't and still can't find them anywhere within the SEPM.

I've searched this forum for the last few days and have found very similar problems like mine and have administered all of the various "solutions" to no effect. My clients can't and will not register with the SEPM. I've done all the sylink.xml watching, monitoring, and replacing to no effect. I've upgraded successfully to SEPM 11 4014.26 on the server and client side to no effect. Last night I got to the point where I figured I should uninstall and reinstall SEPM 11 4014.26 and now, NO client is registered in the SEPM. I've used the Cleanwipe on my clients and after a push of the SEP client it still will not register/connect with the SEPM. I actually like the software, but this problem is EFFECTING my entire organization! We just renewed our support as well.

Thanks for reading.

Here are some tips to test!
1. Are you sure that the clients do not have WinXP SP2/SP3 firewall is turned on?
2. Can you do a port scan from a client to the server and vice versa to make sure that there are not filter/firewall in between.
3. Does the clients show up in SEPM with a green dot
4. Can you see a green dot on the client side?
5. Use SEP_SupportTool.exe from an installed SEP client to collect data for troubleshooting. You can use this information to further get help either from here in the forum or place a support case with https://mysupport.symantec.com

can you ping the server from the clients?

did you try secars test string?
http://serverip:serverport/secars/secars?hello,secars

serverport is optional depending on installation. default installation of 11mr4mp1a in your case will use default port number 8014

Max,

Sorry I wasn't thorough on my initial post. Thanks for replying!

1. I've tested with the firewall on and completely off.

2. I can scan ports, but I'm not sure what to do with the data when I look at it. I have an app called ActivePorts to gather this info. Sorry, I'm not much of a Net Admin, just a Desktop Administrator.

3. The clients do not show up in SEPM period! That is the problem. When they did in the past, yes they had a green dot.

4. There is no green dot on the client side at all. Under Help and Support\Troubleshooting it says "Server: Offline" I'll include a screenshot as an attachment.

5. I logged on to the URL you provided but could not find the SupportTool download. Is there a direct link? I want to be thorough as much as possible by including any troubleshooting data.

Here are some tips to test!
1. Are you sure that the clients do not have WinXP SP2/SP3 firewall is turned on?
2. Can you do a port scan from a client to the server and vice versa to make sure that there are not filter/firewall in between.
3. Does the clients show up in SEPM with a green dot
4. Can you see a green dot on the client side?
5. Use SEP_SupportTool.exe from an installed SEP client to collect data for troubleshooting. You can use this information to further get help either from here in the forum or place a support case with https://mysupport.symantec.com

Hi.

Yes, I can ping the server from the client.

I did try the secars test string. Once entered into the browser it came back with "OK." I attached a screenshot to show this. Thanks for your help.


can you ping the server from the clients?

did you try secars test string?
http://serverip:serverport/secars/secars?hello,secars

serverport is optional depending on installation. default installation of 11mr4mp1a in your case will use default port number 8014

So the connectivity to SEPM is working fine, and the secars is registered properly in IIS. There must be something with sylink.xml file. Can you export communication settings from one of the groups on new server and then apply that to the client?

Have a look at your sylink.xml file on the client.

It might be corrupted or the SEP server ip is wrong.

If the sylink.xml is correct you can manually import it to a client to see if it then gets a green dot.

To convert an unmanaged client to a managed client
1 In the client, click Help and Support, and then click Troubleshooting.
2 In the Management dialog box, under Communication Settings, click Import.
3 In the Import Communication Settings dialog box, locate the sylink.xml file, and then click Open.
4 Click Close.

I could not find any download for SEP_SupportTool.exe

I got the tool from Symantec when I had started a support case.

I agree you need to replace your sylink.xml file on the client as mentioned above.  Here's a link to the support tool:
http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2008071709480648 

I agree you need to replace your sylink.xml file on the client as mentioned above.  Here's a link to the support tool:
http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2008071709480648 

Thanks for posting the link RickJDS:)