Endpoint Protection

I have had this problem for a while now and tried to fix it various times to no avail. So bear with me and I am going to explain it fully and clearly.

I took over an IT role because they got rid of their IT support and decided to make it in house. I am the only IT proffessional in the company and over look 12 clients and 1 server. Installed on the Server is SEP and SEPM 11.0.6005.562 and like wise all the clients have SEP 11.0.6005.562.

Basically what happened is I ordered in 3 new PCs, for new employees. I had to put SEP on them and this is when I discovered I didn't have the password for SEPM (before I realised about the password reset file). So what I did was re-installed it and set it up to work ok and do a weekly scan and live update. When deploying the SEP via SEPM to unmanaged clients all the computers showed up so I did I select all. Bear in mind 12 computers would have already have SEP.

When this was complete and the 3 computers re-started I could see them in the client section with two other computers and also the server was present. I don't know why the other 10 aren't there. Image below might show clearer details.

So I am pretty clueless to why I can never see all the machines. Also when I go onto a machine that isn't listed go into SEP: "Help and Support-> Troubleshooting -> Management" it is connected to the server (however the server is only listed as an IP address while the other 5 list it as the actual server name) and in the group - "LHR Marine - Clients".

I don't know why this keeps happening I have tried to replace the sylink.xml files, the settings are all correct. I only have one one server that they are connecting to that server. It is as if I am only limited to seeing 5 clients at a time.

I don't know if it is beacuse the rest of the computers already had SEP on them before I deployed the SEP package. Also when I search for unmanged clients I find all the missing computers I can deploy the package it says successful but yet they still don't appear.

Any help is greatly appreciated. Please not the clients are all running windows 7 and the server is SBS 2008. I am sorry for rambling on but I want to write everything I've tried to eliminate the possiblities of why this keeps happening. Thanks again.

Hello,

Could you please elaborate your issue in detail??

When you say clients are missing in SEPM 11, does that mean that the clients are installed with SEP and not communicating to SEP 

OR

Does that mean SEPM shows the clients but are not showing green dot??

Please Elaborate OS being used by the clients?

When did this issue started happening??

How many clients are not being seen...

What version of SEP are you using?? 

Awaiting your response.

Sorry didn't mean to save. It's edited - all the details should be on the original post.

Please note that the line coming from the top four clients on the image should say "Computers 9, 11, 12 and 13 always present. (11, 12 and 13 are the three new computers)

Hello,

I appreciate that you explaining the situation wonderfully.

There are few things I would like to know.

1) When you deploy the clients via Migration and Deployment wizard, you see the deployment completed. 

However how much sure are you if the installation has actually started on the client computers or not?

Does the Installation finishes on the client machine?

2) Since all these clients machines are installed with Windows 7 OS;

Prepare  Windows 7 computers:

Windows User Access Control blocks local administrative accounts from remotely accessing remote administrative shares such as C$ and Admin$. Perform the following tasks:

■ Disable the File Sharing Wizard and Disable UAC
■ Enable network discovery by using the Network and Sharing Center.
■ Enable the built-in administrator account and assign a password to the account.
■ Verify that the account has administrator privileges.

3) For Replacing the Sylink.xml, are you using the steps provided in the Document below:

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

4) If the above does not helps, try working on:

Symantec Endpoint Protection: Troubleshooting Client/Server Connectivity

http://www.symantec.com/docs/TECH105894

Hope that helps!!

Well the installation had started because I sent an email to fellow colleagues explaining if something installs email me back. They all confirmed that it did install.

All machines have access to the share created where the I put the deployment.

However, I might actually remotely unistall all the SEP packages on the computers that are unmanaged, log-on to them with admin rights and deploy the package again.

Thanks for the help and that link you posted up is great, I'm sure that will help in finding a solution. When/if I find a solution I will mark the post as solved and explain what I did to fix it.

Thanks again.

Hello,

I highly appreciate it.

You can also go through the Troubleshooting Articles as well:

Troubleshooting Articles for Symantec Endpoint Protection version 11.x

https://www-secure.symantec.com/connect/articles/troubleshooting-articles-symantec-endpoint-protection-version-11x

Hope they may help you in future.

I tried looking at the sylink.xml file on a machine that is appearing in the clients view and one that isn't appearing they are both exactly the same.

I also updated SEP on all the machines to 11.0.7000.975, via the deployment wizard. They updated but and the same clients are showing up. However, I have set up SEPM so it does a full virus scan every Friday and it seems to have been successful on all the office computers. So I am still confused to what is causing them not to up.

I am thinking about doing a full re-install of SEPM and SEP. Is there any other advice you could possibly give me that might avoid from trying the re-install.

Thanks.

Hello,

Are the clients still not showing up??

If not, collect the Sylink logs from one of the client machine in question, here are the steps for the same.

How to enable Sylink Debugging for Symantec Endpoint Protection in the registry

http://www.symantec.com/docs/TECH104758

This sounds as if some of the computers might be using the same GUID.  Can you try out the steps in the below article on one of your missing client machines?

http://www.symantec.com/docs/TECH97626

Hello,

I too agree with the above suggestion. Steps worth a try.!!

Thumbs up to SMLatCST

If you had SEP already installed on X number of computers and you uninstall/reinstall the SEPM then you will need to replace the sylink on these machines to point to the new SEPM install. You can replace a sylink on individual machines using sylinkdrop.exe from a machine that is connected. Sylinkdrop.exe can be found in the SEP install directory under bin.

Or you can use the sylinkreplacer utility to perform these steps over the network. You can obtain this tool by opening a case with technical support.

Thanks SMLatCST that's the problem solved. Thanks!