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Newly installed clients are not reporting to the manager

Created: 13 Mar 2013 | 15 comments

Environmental Details
Server OS: 2008 r2
Client OS: Xp, 2008 R2, wins 7
SEPM Ver.: 12.1.2
No. of SEPM: 1
Database: Embedded

Troubleshooting:

-Newly installed clients are not reporting to the manager

-Tried to replace the sylink file, did not work

-If we restart the SEPM server the newly deployed clients starts to communicates fine henceforth.

-Disabled the Windows firewall and checked, still same issue

-Disabled the manager service and re-enabled the service, client started communicating

-changed the communication settings to pull mode with Heartbeat interval to 1 hr

-Still same issue with new client installation

-Did a repair installation of the SEPM

-Still clients are not reporting to the manager unless the SEPM services are restarted

 

Please suggest to resolve the problem.

Operating Systems:

Comments 15 CommentsJump to latest comment

Mohan Babu's picture

Sylink-Log

03/13 11:08:11.038 [3448] <SendRegistrationRequest:>http://10.250.8.80:8014
03/13 11:08:12.208 [3448] <SendRegistrationRequest:>SMS return=500
03/13 11:08:12.208 [3448] <ParseHTTPStatusCode:>500=>500 INTERNAL SERVER ERROR
03/13 11:08:12.208 [3448] <SendRegistrationRequest:>Content Lenght => 538
03/13 11:08:12.208 [3448] HTTP returns status code=500
03/13 11:08:12.208 [3448] <SendRegistrationRequest:>RECEIVE STAGE COMPLETED
03/13 11:08:12.208 [3448] <SendRegistrationRequest:>COMPLETED, returned 5
03/13 11:08:12.224 [3448] HEARTBEAT: Check Point 5.1
03/13 11:08:12.224 [3448] <RegHeartbeatProc>switch to another server
03/13 11:08:12.224 [3448] HEARTBEAT: Check Point 9
03/13 11:08:12.224 [3448] HEARTBEAT: Check Point 8
03/13 11:08:12.224 [3448] <PostEvent>going to post event=EVENT_SERVER_DISCONNECTED
03/13 11:08:12.224 [3448] <PostEvent>done post event=EVENT_SERVER_DISCONNECTED, return=0
 

Mohan Babu

moglie20@gmail.com

+91 9884382160

Your satisfaction is very important to us.If you find above information helpful or it has resolved your issue...please mark it accordingly :)

_Brian's picture

Can you post the scmserver0.log and Catlina.out.log files?

Should be located in c:\programfiles\symantec\sepm\tomcat\logs

You may also want to review this KB article

Troubleshooting Client Communication with SEPM

Article:TECH95789  |  Created: 2009-01-26  |  Updated: 2012-01-03  |  Article URL http://www.symantec.com/docs/TECH95789

 

Mohan Babu's picture

Rafeeq the SEPM and the clients are running on SEP 12.1.2 not SEP11.x

Mohan Babu

moglie20@gmail.com

+91 9884382160

Your satisfaction is very important to us.If you find above information helpful or it has resolved your issue...please mark it accordingly :)

Mohan Babu's picture

Brand new installation

Push Deployment from SEPM & Manual Deployment. 

Both the clients  are not reporting to the SEPM but on the same time existing clients report to the SEPM without issues. If we restart the SEPM services the newly pushed clients start communicates without issues. 

 

Issue is only with newly deployed clients.......

Mohan Babu

moglie20@gmail.com

+91 9884382160

Your satisfaction is very important to us.If you find above information helpful or it has resolved your issue...please mark it accordingly :)

pete_4u2002's picture

can you create a new package and try pushing to the target machines? and is the package managed client?

consoleadmin's picture

Have you check the statusof client from client system, client reflecting online/offline?

Thanks.

SameerU's picture

Hi

Are the systems are imaged ?

Regards

 

AjinBabu's picture

Hi Mohan,

Which port you are using to communicate between SEPM and Client?

Are you able to telnet to that port?

Regards

Ajin

Mohan Babu's picture

Clients are not imaged.

Client server communication is running on Defalut 8014 port

Existing Clients are communicating without issues so there is no point of telnet the port

statusof client from client system, client reflecting offline. Untill SEPM services restarted or server rebooted after that clients are communicating without issues.

Issues are with newly deployed clients using push depliyment or manuall deployment. clients are managed clients.

Mohan Babu

moglie20@gmail.com

+91 9884382160

Your satisfaction is very important to us.If you find above information helpful or it has resolved your issue...please mark it accordingly :)

Rafeeq's picture

does it work if you replace sylink?

do your clients use proxy settings in IE?

Mohan Babu's picture

Kindlly check my first post regarding troubleshooting steps that we performed.

we tried all basic steps.

 

Note: if we deploy the freshly created managed clients to the brand new workstations the clients not communicating. need to reboot the SEPM server or restart the SEPM services to make the clients communicate to the SEPM. i m not sure Y u guys suggesting the troubleshooting from the client side.

Something from the SEPM server we need to look into. i cant find that thing any suggestions greatly appreciated.

Mohan Babu

moglie20@gmail.com

+91 9884382160

Your satisfaction is very important to us.If you find above information helpful or it has resolved your issue...please mark it accordingly :)

_Brian's picture

Enable advanced logging per this KB article:

 

How to debug the Symantec Endpoint Protection Manager

Article:TECH102413  |  Created: 2007-01-06  |  Updated: 2013-02-26  |  Article URL http://www.symantec.com/docs/TECH102413

 

Note: Detailed log files will now be saved in the folder: C:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\logs\

You can post the logs here for review.