Endpoint Protection

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  • 1.  new SEP 12 clients don't connect to SEPM Server

    Posted Mar 26, 2015 07:11 PM

    We are on SEP 12 version 12.1.5337.5000

    We have had two instances in the last three weeks of newly installed SEP 12 clients not connecting to the SEPM server.  It is as though they don’t see the server.   It involved several newly imaged computers when it happened.   In both cases a reboot of the SEPM server caused the agents to find the server and start communicating.  It will then run fine and talk to everything.

    This did not happen with previous versions and we were running 12.1.5 for two months before this started. 

    Has anyone seen anything similar?

    Thank you



  • 2.  RE: new SEP 12 clients don't connect to SEPM Server

    Posted Mar 26, 2015 07:13 PM

    Has everything been fine since the restart of the SEPM?

    Ideally, you want to enable sylink debugging on one of the affected clients to see the comms between client/server.

    If you do a search in the SEPM for the client, does it show up multiple times?



  • 3.  RE: new SEP 12 clients don't connect to SEPM Server

    Posted Mar 27, 2015 09:33 AM

    Just to confirm, when the issue occurs, this affects new installs only.  Is that correct?  An existing, working client continues to be in full communications with the SEPM and you can move it between groups and see the existing client reflect the change, yeah?

    The reason I ask is that I have seen a similar issue, but it affects all clients and requires a restart of the "Symantec Endpoint Protection Manager WebServer" service (the apache/httpd bit) to resolve.

    I've not encountered the selective loss of comms myself, and would look towards the client sylink logs as Brian suggests ("Thumbs Up" as always!) as well as the apache logs on the SEPM to see if the SEPM is actually getting anything from those clients:

    http://www.symantec.com/docs/TECH94290



  • 4.  RE: new SEP 12 clients don't connect to SEPM Server

    Posted Mar 27, 2015 07:18 PM

    everything has been fine since the restart.

    At this point we have only seen it on new installs, but we are doing a lot of new installs right now with a computer replacement project so it turned up quickly here.  I'm not sure what would happen if we let the issue "run" further.

    I'll look at the tech doc you attached and post again if this happens again.  I'll gather whatever it asks for.

    Thank you for the help