Endpoint Protection

I have one individual client who doesn't appear to be communicating with the server.  It is not showing up in the list of managed computers, and before I reinstalled the client, the policy was not updating either.  It does not have the green dot on the shield for further proof of it not communicating with the server and under the "Troubleshooting" properties of the client it shows "Offline" for the server.

What I have done so far is:
1) go to http://SEPM-server-name:port/securs?hello,securs (writing this URL from the top of my head - used the one from the KB) and I am getting a "OK" back in the browser

2) export the sylink.xml file from the server and replace on the client (verified)

3) verify the windows firewall is turned off

4) The policy was incorrect, and selecting 'update policy" from the shield menu didn't work - so I also recreated a new .exe package and uninstalled/reinstalled the client on this client workstation and the reinstall of the new client package has updated the policy.

Need help please.

Please go through this article

Title: 'Troubleshooting Client Communication with SEPM'
Web URL: http://service1.symantec.com/support/ent-security.nsf/docid/2009082701244448?Open&seg=ent

Get the sylink log  https://www-secure.symantec.com/connect/downloads/sylink-toggle

Did it ever communicate?  If so, what else changed?  What's the OS of the client?

When reinstalling, did you change the install settings to overwrite old communication settings?

Title: 'How to create a client install setting to remove previous logs, policies and reset the client-server communication settings.'
http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2009042408004148

A sylink log would be helpful:

Title: 'How to enable Sylink Debugging for Symantec Endpoint Protection in the registry'
http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2008041812561948

sandra

post the sylink logs

Check for the registry entries.
 
1. HKCU\SOFTWARE\Microsoft\Windows\Currentversion\Internet settings Click on the internet setting key check for the keys called "ProxyEnable" if it is set to 1 then change it to 0 also check if there is a registry value called "GlobalUserOffline" if it is present change the value of the DWORD to 0
2. Now expand Internet settings key and take a backup of the "Connections" key, Delete the entire key
 
3. Check HKU\.Default\SOFTWARE\Microsoft\Windows\Currentversion\Internet settings Click on the internet setting key check for the keys called "ProxyEnable" if it is set to 1 then change it to 0 also check if there is a registry value called "GlobalUserOffline" if it is present change the value of the DWORD to 0
 
4. expand "Internet settings" key in the above said location and take a backup of the "Connections" key, Delete the entire key
 
5. Reboot the machine