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New Symantec agents are not able to connect to the server

Created: 16 Jan 2013 • Updated: 29 Jan 2013 | 18 comments
This issue has been solved. See solution.

I have recently upgraded my SEPM server to 12.1.2 and everthing seemed to go fine with the upgrade. The only issue I am having is every new agent I install is offline. All of the current agents that were on the server are communicating fine.

 

Thanks for the help.

Comments 18 CommentsJump to latest comment

.Brian's picture

Did you reboot the SEP client after the upgrade?

A very similar thread here:

https://www-secure.symantec.com/connect/forums/sep...

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.

Ashish-Sharma's picture

Hi,

Do you have create NEW package ?

SEP 12.1 RU2 and Reset Client Communication

https://www-secure.symantec.com/connect/articles/sep-121-ru2-and-reset-client-communication

Symantec Endpoint Protection: Troubleshooting Client/Server Connectivity

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

Troubleshooting Client Communication with SEPM

http://www.symantec.com/docs/TECH95789

Thanks In Advance

Ashish Sharma

 

 

SebastianZ's picture

What is the status of the Client-Server connection if you check in the SEP client GUI -> Troubleshooting -> Management -> General Information?

Does the client has newest policy from SEPM and the current definitions?

How are you performing the new installations? Push deployment? Autoupgrade from SEPM? Manual installation?

 

Rafeeq's picture

are the new agents cloned?

 

How to repair duplicate IDs on cloned Symantec Endpoint Protection 12.1 clients

 

http://www.symantec.com/business/support/index?pag...

BuckIT's picture

Thank you for the quick response on this issue.

@Brian81 I did Reboot the computers after the install finishes 

@Ashish These are all new endpoint that I am adding to the server so they have never had Symantec on them. 

@SebastianZ It shows offline for the server connection. I am pushing the install with the deployment of our imaging system, but The install is not in the image. We use Dell Kace and it pushes it as a Post deployment install.

@pete_4u2002 It was a fresh install and the package was created by the server

I did find this while I was looking around it show that the client knows about the server but the server can't make the connection.

 

Connection Status
-----------------
Status:  Not Connected
Error:  The server could not process the request.
 
 
Last Attempted Connection  Server Name  Port Number
---------------------------------------------------
1/16/2013 9:45:42 AM  SYMANTEC-1  8014
 
 
Last Successful Connection  Server Name  Port Number
----------------------------------------------------
Never    
Ashish-Sharma's picture

HI,

Try to export sylink.xml and replace.

also check connectivity

Symantec Endpoint Protection: Troubleshooting Client/Server Connectivity

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

Troubleshooting Client Communication with SEPM

http://www.symantec.com/docs/TECH95789

Thanks In Advance

Ashish Sharma

 

 

.Brian's picture

Replace the sylink file on one client with the one from the SEPM. Right click on a group in SEPM and Export Communication Settings and replace on the client. See if it makes the connection than

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.

SebastianZ's picture

From the error message you posted:

Connection Status
-----------------
Status:  Not Connected
Error:  The server could not process the request.
 
...the problem seems to be indicating the SEPM Server as the culprit not the client itself.
 
From what SEP version did you updated to 12.1 RU2? Did the communication port for connection from client changed? If this was an older 11. version the default could have been port 80. In 12.1default would be 8014. Is any firewall on the SEPM allowing traffic on 8014?
BuckIT's picture

I tried the Sylink.xml replacement and it didn't change. I upgraded from 12.1 the latest version before 12.1.2 so I don't think any major changes happened. 

Ashish-Sharma's picture

Hi,

Can you check Client Connectivity between SEP Client and SEPM server ?

are you able Telnet Port 8014 ?

 

Symantec Endpoint Protection: Troubleshooting Client/Server Connectivity

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

 

Thanks In Advance

Ashish Sharma

 

 

SebastianZ's picture

Can you check the scm.server.log from SEPM for any repeated errors?

-> SEPM install folder/tomcat/logs/scm-server-0.log

-> SEPM install folder/tomcat/logs/scm-server-1.log

Sumit G's picture

How many clients are in your network which are already installed and working fine?

Also please check you have another license available to manage the new clients from Server. This may be the reason for the client offline..

 

https://www-secure.symantec.com/connect/forums/sepm-121-licensing-status

Regards

Sumit G.

SameerU's picture

Hi

Please try to ping the SEPM server

Regards

 

Sumit G's picture

Waiting for your revert on above comment.

Regards

Sumit G.

Ambesh_444's picture

Agreed with above comments, Please follow the same will get your solution.

 

Thank& Regards,

Ambesh

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BuckIT's picture

I'm sorry for not getting back to everybody got pulled away on another project. The issue is actually resolved I'm still not sure what was wrong but I created a new sylink package from the server and installed it on one of the new clients. It started to be able to talk to the server along with all the other client that had been blocked. I am not sure what the new sylink package opened up that the old one did not have (made from the same server) but it allowed the server to start talking to the new clients.

SOLUTION
hforman's picture

Thanks for getting back to us.  Just a follow-up question.  Did you install a package to the new clients or did you install the non-managed client from the CD?