Video Screencast Help

No green dot on consol

Created: 04 Oct 2012 | 12 comments

Hi

 

Some of my clients are not reporting to console or have no green dot although antivirus is installed on the client systems.

Shows different path under help/troubleshoot menu.

Please see below screen shot for the same.

 

 

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kavin's picture

You said shows different path under help and support menu.. this means may be the client is reporting to some other SEPM in your network..

You just need to replace the Sylink file on the client from the SEPM to which you want your client to report to..after this client should show the correct path under help and support and you will see the green dot on the SEPM as expected :) 

 

.Brian's picture

Do you have multiple SEPMs?

What is your heartbeat set to?

Are these machines?

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.

tushar.dahibhate's picture

No we have one SEPM and heartbeat is set to 5 min

.Brian's picture

And these machine were on?

Was green dot showing on the client icon?

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,

Are you using Image OS ?

Image Installation System Problem

https://www-secure.symantec.com/connect/downloads/image-installation-system-problem

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

http://www.symantec.com/business/support/index?page=content&id=TECH163349

How to prepare a Symantec Endpoint Protection 12.1 client for cloning

http://www.symantec.com/business/support/index?page=content&id=HOWTO54706

Check this thread

http://www.symantec.com/connect/forums/cloning-images-sep

Thanks In Advance

Ashish Sharma

 

 

pete_4u2002's picture

can you check this article and let us know if the communication is good.

http://www.symantec.com/docs/TECH160964

W007's picture

HI.

Are You able to telnet Port 8014 ?

SEP client are updated or not ?

 

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

Chetan Savade's picture

Hi Tushar,

As you said wit it shows different path under the help and support menu. This means may be the client is reporting to some other SEPM in your network.

But as you said you have only one SEPM in the network.

Could you please confirm what path it shows under help/troubleshoot menu?

However could you test on 2-3 machines.

Restoring communication to clients with a new Sylink.xml file

http://www.symantec.com/business/support/index?page=content&id=TECH106288

Suddenly it happend? How many clients are affected?

 

Chetan Savade
Sr Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

Mithun Sanghavi's picture

Hello,

Could you check if you are carrying 2 domains within SEPM?

You could check the same by:

SEPM >> Admin >> Domains

By default, you have only Default Domain.

Incase, if you see 2 domains, highlight the second domain and click on "administer" and then Click on Clients TAB.

I would suggest you to check this Article - 

About domains http://www.symantec.com/docs/HOWTO55042

Adding a domain http://www.symantec.com/docs/HOWTO55444

Setting the current domain http://www.symantec.com/docs/HOWTO55044

Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

Seyad's picture

Hi Tushar,

Shows different path under help/troubleshoot menu...!   for "Server" or "Group"?

 

If "Server" address/name is wrong:

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

(The title of the doc may not explain the same issue, but it will help resolve your issue)

 

If the "Group" path is wrong:

From the screen shot you provided, it looks like you have the 'Active Directory' integrated with SEPM. By any chance, if you imported a users group in the AD in to SEPM and if a user in that group has logged in to a computer (which is imported to SEPM from a computer group in AD), the SEP client in that computer will be reporting to that user group in SEPM as a "User Mode" client.

In SEPM, try searching for "Users" under "My Company" using the IP address of the computer.

If you find the clients in user mode and would like to convert them in computer mode, you will need to remove the user group OU (that was imprted from AD) from SEPM.

 

Let me know if that helps. Cheers.

Ashish-Sharma's picture

Hi,

Did you received solution ?

Thanks In Advance

Ashish Sharma

 

 

Sumit G's picture

On the clients end green dot display or not?

If not then Telnet with port 8014.

If telnet working then try the below

Check in the registry (HKEY_USERS\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\Internet Settings) those keys
"ProxyEnable"=dword:00000001
"ProxyServer"="test:80"

2. Change ProxyEnable to 0
3. Delete ProxyServer key

These settings are also cached in Hex format in the following location: HKU\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\Internet Settings\Connections
-DefaultConnectionSettings
-SavedLegacySettings

If DefaultConnectionSettings and SavedLegacySettings are present, they will re-populate the proxy settings. If they are NOT present, they will be generated with the current proxy settings. This can cause issues if the customer tries to alter just "HKU\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\Internet Settings\ProxyEnable" without also purging DefaultConnectionSettings/SavedLegacySettings before a reboot.

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

Regards

Sumit G.