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SEPM 12.1 all clients show offline

Created: 16 Jul 2013 | 13 comments

I recently migrated SEPM to a new server. I followed this guide.

http://www.symantec.com/business/support/index?page=content&id=TECH104389&profileURL=https%3A%2F%2Fsymaccount-profile.symantec.com%2FSSO%2Findex.jsp%3FssoID%3D1373983629986YCEfja14T060368Xt8dOj2Jocu2O0Pjm0iV8e

 

It worked successully up until a few days ago. The server is low on disc space and now all clients show as offline. I do not know where to begin troubleshooting this issue. Any and all  help is appreciated.

Operating Systems:

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.Brian's picture

Did the clients connect after the upgrade was complete?

If you open the GUI on an affected client and go to Help >> Troubleshooting, what does it show under Server?

Having low disk space shouldn't affect communication although the SEPm won't be able to download definitions. How much space is free?

Can you try replacing the sylink on an affected client to see if it connects?

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Mithun Sanghavi's picture

Hello,

Are you running the SEP 12.1 OR SEP 11.x?

The Article followed is for SEP 11.x. For SEP 12.1, check this Article:

How to move Symantec Endpoint Protection Manager 12.1 from one machine to another

http://www.symantec.com/docs/TECH171767

Since all the clients are offline, that is because you have used a different IP address on the new server.

How many clients are on the network which are offline?

Check these Articles on the same issue: 

Symantec Endpoint Protection 12.1: Clients cannot communicate with Manager after re-configuration with disaster recovery file

http://www.symantec.com/docs/TECH162155

Symantec Endpoint Protection 12.1: Best Practices for Disaster Recovery with the Symantec Endpoint Protection Manager

http://www.symantec.com/docs/TECH160736

Restoring client-server communications with Communication Update Package Deployment

http://www.symantec.com/docs/HOWTO81109

SEP 12.1 RU2 and Reset Client Communication

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

Hope that helps!!

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

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USECredit's picture

Mithun,

Thank you for the clarification on articles. I followed the same original article as bolter40k.

However, I am only up to step 13, and the clients were not updating, so I reactivated services on the orignial SEMP server. After doing that, all clients now report on both servers as offline.

I have now followed the instructions according to Restoring client-server communications with Communication Update Package Deployment http://www.symantec.com/docs/HOWTO81109), and the clients I have deployed the communication update package to are now checking in and updating virus definitions.

 

The article at http://www.symantec.com/business/support/index?pag... is nearly identical to the one for SEPM 12.1, but there is nothing on the page to indicate what version it is for. Since you are a Symantec Employee, I hope you have the ability to make sure the article gets changed to reflect that, as it's apparently caused problems for at least 2 customers.

bolter40k's picture

They connected successfully after the update. There is < 150 mb free on the server at the moment. I am working to free some space.

Help >> Troubleshooting shows server as offline.

Reinstalling sylink on a client now.

.Brian's picture

Can you login to the SEPM console? is the service started?

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bolter40k's picture

I can login to the console. Embedded database, sepm, and sepm web server services are all started.

.Brian's picture

Did replacing the sylink work?

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bolter40k's picture

No. What else should I try? I never removed the old server from replication. Could that be causing an issue?

.Brian's picture

You should make the new SEPM the first priority in the MSL.

You can then shutoff the SEPM service on the old SEPM so they start reporting to the new SEPM.

I assume all clients are still reporting to the old SEPM?

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bolter40k's picture

Clients show as offline on the old SEPM as well. When I look at the server settings on each, the New SEPM server shows its online and under replication partners lists the OLD SEPM server. The last replication was july 6th. Auto Replicate is set to no.

The server settings on OLD SEPM server shows status as online, and under replication partners shows "my site migrated". On that site, it shows the new server and under status it says failure to connect.

Skiextreme2013's picture

@Brian, are you sure low disk space does not play a part on this?  I'm running into the same issue where I have clients showing in SEPM to be offline.  They are pointing to the new SEPM which shows up on the client as being connected and does not display offline.

.Brian's picture

I've never seen it to be but I can't say with 100% accuracy that it wouldn't. The heartbeat is very small so I don't know how this would be the cause.

 

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