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Clients Reporting to Management but no green dot in system tray

Created: 05 Dec 2009 • Updated: 09 Jun 2010 | 2 comments

Hi

Long story, I have installed SEPM 11.0.5 MR5 on my server (freshly installed OS). And Also installed the client on the SEPM server. I have been having issues with the client not showing the green light in the shield icon on the system tray. And when opening the Troubleshooting menu it says Server: Offline.

Secars test came out OK, I can access the SEPM console and see the client there reporting fine but no green dot. 
I can access reporting and comes up with a login page http://servername:8014/reporting
I can access http://servername:9090 OK

I ran product support tool to see if there are no errors. Report came out green in all configurations

can anyone please help, this has taken too long and im thinking of rolling back to 10.2.

I have run Sylink Monitor and got the following report:

12/06 11:50:52 [2156] <CheckHeartbeatTimer>====== Heartbeat loop starts at 11:50:52 ======
12/06 11:50:53 [2156] <GetOnlineNicInfo>:Netport Count=2
12/06 11:50:53 [2156] <GetOnlineNicInfo>:NicInfo<SSANICs><SSANIC Ip="192.168.0.5" Mac="00-0c-29-9d-02-8e" Gateway="192.168.0.1" SubnetMask="255.255.255.0"/><SSANIC Ip="172.16.0.1" Mac="00-0c-29-9d-02-84" Gateway="0.0.0.0" SubnetMask="255.255.0.0"/></SSANICs>
12/06 11:50:53 [2156] <CalcAgentHashKey>:CH=043DB15CC0A8000500D86CAEC039E6A11win2k3-dcinternal.testschool.school.nzE19B600F89AABC067EF59E03C6F330F1
12/06 11:50:53 [2156] <CalcAgentHashKey>:CHKey=D6B254E5A95AC857C67D9F8606E57242
12/06 11:50:53 [2156] <CalcAgentHashKey>:C=043DB15CC0A8000500D86CAEC039E6A11win2k3-dcinternal.testschool.school.nz
12/06 11:50:53 [2156] <CalcAgentHashKey>:CKey=A0CCD58599C6D6FC00502F59AA842174
12/06 11:50:53 [2156] <CalcAgentHashKey>:UCH=043DB15CC0A8000500D86CAEC039E6A10ServerAdminINTERNAL.TESTSCHOOL.SCHOOL.NZwin2k3-dcinternal.testschool.school.nzE19B600F89AABC067EF59E03C6F330F1
12/06 11:50:53 [2156] <CalcAgentHashKey>:UCHKey=1F40A4D28607A4ECB66E82CDDE0C3549
12/06 11:50:53 [2156] <CalcAgentHashKey>:UC=043DB15CC0A8000500D86CAEC039E6A10ServerAdminINTERNAL.TESTSCHOOL.SCHOOL.NZwin2k3-dcinternal.testschool.school.nz
12/06 11:50:53 [2156] <CalcAgentHashKey>:UCKey=9A9EA9FDD9D5A23416CBC590C1170A24
12/06 11:50:53 [2156] <DoHeartbeat>HardwareID=E19B600F89AABC067EF59E03C6F330F1
12/06 11:50:53 [2156] <DoHeartbeat>CHKey=D6B254E5A95AC857C67D9F8606E57242
12/06 11:50:53 [2156] <DoHeartbeat>CKey=A0CCD58599C6D6FC00502F59AA842174
12/06 11:50:53 [2156] <DoHeartbeat>UCHKey=1F40A4D28607A4ECB66E82CDDE0C3549
12/06 11:50:53 [2156] <DoHeartbeat>UCKey=9A9EA9FDD9D5A23416CBC590C1170A24
12/06 11:50:53 [2156] <DoHeartbeat> Set heartbeat event
12/06 11:50:53 [2156] Use new configuration
12/06 11:50:53 [2156] Importing ConfigObject: 01B47E88 into: 01B46BE8
12/06 11:50:53 [2156] <ScheduleNextUpdate>Manually assigned heartbeat=1 seconds
12/06 11:50:53 [2156] <PostEvent>going to post event=EVENT_SYLINK_CONFIG_SETTING_CHANGED
12/06 11:50:53 [2156] <PostEvent>done post event=EVENT_SYLINK_CONFIG_SETTING_CHANGED, return=0
12/06 11:50:53 [2156] <RegHeartbeatProc>====== Reg Heartbeat loop starts at 11:50:53 ======
12/06 11:50:53 [2156] HEARTBEAT: Check Point 1
12/06 11:50:53 [2156] <GetFirstSEMServer> Selecting a random server
12/06 11:50:53 [2156] HEARTBEAT: Check Point 2
12/06 11:50:53 [2156] <PostEvent>going to post event=EVENT_SERVER_CONNECTING
12/06 11:50:53 [2156] <PostEvent>done post event=EVENT_SERVER_CONNECTING, return=0
12/06 11:50:53 [2156] HEARTBEAT: Check Point 3
12/06 11:50:53 [2156] <RegHeartbeatProc>Setting the session timeout on Profile Session (Registration) to 30000
12/06 11:50:53 [2156] HEARTBEAT: Check Point 4
12/06 11:50:53 [2156] <RegHeartbeatProc>===Registration STAGE===
12/06 11:50:53 [2156] <MakeRegisterData:>logon id (domain/user)=INTERNAL.TESTSCHOOL.SCHOOL.NZ/ServerAdmin
 
read error, exit
12/06 11:50:55 [2156] <SendRegistrationRequest:>SMS return=500
12/06 11:50:55 [2156] <ParseHTTPStatusCode:>500=>500 INTERNAL SERVER ERROR
12/06 11:50:55 [2156] <SendRegistrationRequest:>ERR to query content length
12/06 11:50:55 [2156] <SendRegistrationRequest:>Content Lenght => 
12/06 11:50:55 [2156] HTTP returns status code=500
12/06 11:50:55 [2156] <SendRegistrationRequest:>RECEIVE STAGE COMPLETED
12/06 11:50:55 [2156] <SendRegistrationRequest:>COMPLETED, returned 5
12/06 11:50:55 [2156] HEARTBEAT: Check Point 5.1
12/06 11:50:55 [2156] <RegHeartbeatProc>switch to another server
12/06 11:50:55 [2156] HEARTBEAT: Check Point 9
12/06 11:50:55 [2156] HEARTBEAT: Check Point 8
12/06 11:50:55 [2156] <PostEvent>going to post event=EVENT_SERVER_DISCONNECTED
12/06 11:50:55 [2156] <PostEvent>done post event=EVENT_SERVER_DISCONNECTED, return=0
12/06 11:50:55 [2156] HEARTBEAT: Check Point 1
12/06 11:50:55 [2156] HEARTBEAT: Check Point 2
12/06 11:50:55 [2156] <PostEvent>going to post event=EVENT_SERVER_CONNECTING
12/06 11:50:55 [2156] <PostEvent>done post event=EVENT_SERVER_CONNECTING, return=0
12/06 11:50:55 [2156] HEARTBEAT: Check Point 3
12/06 11:50:55 [2156] <RegHeartbeatProc>Setting the session timeout on Profile Session (Registration) to 30000
12/06 11:50:55 [2156] HEARTBEAT: Check Point 4
12/06 11:50:55 [2156] <RegHeartbeatProc>===Registration STAGE===
12/06 11:50:55 [2156] <MakeRegisterData:>logon id (domain/user)=INTERNAL.TESTSCHOOL.SCHOOL.NZ/ServerAdmin
 
read error, exit
12/06 11:50:56 [2156] <SendRegistrationRequest:>SMS return=500
12/06 11:50:56 [2156] <ParseHTTPStatusCode:>500=>500 INTERNAL SERVER ERROR
12/06 11:50:56 [2156] <SendRegistrationRequest:>ERR to query content length
12/06 11:50:56 [2156] <SendRegistrationRequest:>Content Lenght => 
12/06 11:50:56 [2156] HTTP returns status code=500
12/06 11:50:56 [2156] <SendRegistrationRequest:>RECEIVE STAGE COMPLETED
12/06 11:50:56 [2156] <SendRegistrationRequest:>COMPLETED, returned 5
12/06 11:50:56 [2156] HEARTBEAT: Check Point 5.1
12/06 11:50:56 [2156] <SwitchSylinkConfig:> Switching from sylink.xml.. 
12/06 11:50:56 [2156] <SwitchSylinkConfig:> Failed to switch to use SyLinkEx.bak
12/06 11:50:56 [2156] <SwitchSylinkConfig:> Switching from SyLinkEx.bak
12/06 11:50:56 [2156] HEARTBEAT: Check Point 8
12/06 11:50:56 [2156] <PostEvent>going to post event=EVENT_SERVER_DISCONNECTED
12/06 11:50:57 [2156] <PostEvent>done post event=EVENT_SERVER_DISCONNECTED, return=0
12/06 11:50:57 [2156] <RegHeartbeatProc>====== Registration Procedure stops at 11:50:57 ======
12/06 11:50:57 [2156] HEARTBEAT: Check Point 10
12/06 11:50:57 [2156] HEARTBEAT: Check Point Complete
12/06 11:50:57 [2156] <RegHeartbeatProc>Done, Heartbeat=1seconds
12/06 11:50:57 [2156] HeartbeatProcFailed to get profile with proxy setting 2
12/06 11:50:57 [2156] <CheckHeartbeatTimer>====== Heartbeat loop stops at 11:50:57 ======
 

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Thomas K's picture

Here are a few KB's that may point you in the right direction.

Java -1 Errors and HTTP 500 errors when connecting to the Symantec Endpoint Protection Manager -
http://service1.symantec.com/support/ent-security....

Java -1 Errors and HTTP 500 errors when connecting to the Symantec Endpoint Protection Manager on a Windows Server 2008 64 bit -
http://service1.symantec.com/support/ent-security....
 

SEP clients do not obtain virus definitions from the SEPM even though communication tests succeed and Sylink Monitor reveals no errors -
http://service1.symantec.com/support/ent-security....