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SEPM 12.1.3 - on Windows Server 2012 - Failed to connect to server

Created: 07 Oct 2013 • Updated: 09 Jul 2014 | 10 comments
This issue has been solved. See solution.

Have just deployed a new installation of SEP 12.1.3 onto a new Windows Server 2012.

 

All was working OK for several days until I installed Routing and Remote Access/VPN role onto the server.

 

Seemingly after this SEPM will no longer login ? it just says 'Failed to connect to the server'

 

All services are running and still no change after several server re-boots.

 

Only change was installing Remote Access role onto Windows Server 2012....has this broken SEPM somehow ?

 

What can I check ?  Have tried a repair, that didn't work.

 

 

 

 

 

 

 

 

Operating Systems:

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.Brian's picture

Does it work if you remove that role?

 

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.

Stylax's picture

Did find somone else who had done the same thing and it also knocked out SEP

Mithun Sanghavi's picture

Hello,

I had a similar case once.

Try, Uninstalling and Reinstalling the Remote Access role.

Possible a Routing issue caused by a corrupt install of Remote Access role.

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.

Stylax's picture

OK, I've removed the Remote Access role from Windows Server 2012

 

..that wasn't that easy as there is some gotcha part way through regards Direct Access configuration removal, but seems several other people have been through this beforre and there is a registry config setting that you have to delete first before you can remove it.

Apparently Remote Access has changed completely in Windows Server 2012..  ..probably why it has screwed up my SEPM I guess..

Anyway, following a restart SEPM still doesn't logon, still 'Failed to connect to server'

Did a repair and re-run configuration..

Still doesn't work.

What next ?  anyone ?

Is SEPM fully compatible with Windows Server 2012 yet ?

Seems Backup Exec 2012 isn't..  still waiting for a release of Backup Exec 2012 that we can install onto Windows Server 2012..  ..been waiting a long time now...

Rafeeq's picture

can you please post the smc-server0.log found under sepm logs folder.

Mithun Sanghavi's picture

Hello,

Symantec Endpoint Protection 12.1.3001 is fully supported on Windows 2012.

I agree with Rafeeq, could you please upload us the scm-server-0.log?

Secondly try running the Symhelp on the machine to check for issues.

About Symantec Help (SymHelp)

http://www.symantec.com/docs/TECH170735

You would be also interested in the below Articles of SymHelp:

About the new SymHelp tool for SEP 12.1RU2

Using SymHelp, How to collect Full Support Logs for Symantec Support.

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.

Stylax's picture

Guys,

 

I've just tried the exact same thing on another brand new Windows Server 2012..

 

Everything was working OK up until adding the Remote Access role, SEP 12.1.3 having been previously installed and functioning perfectly

 

Following the required restart all was still OK, but after running the Windows Server 2012 post installation configuration wizard for the Remote Access role it has now suffered the same fate as my production server out in the field at another site.

 

Now I get failed to connect to server exactly the same.

 

Something that this wizard does breaks SEP 12.1.3 Manager

 

And simply uninstalling the Remote Access role doesn't fix the problem as I have already tried that.

 

I'll get hold of that log file and post if you think it will help.

 

Mike

Mithun Sanghavi's picture

Hello,

I would suggest you to Ycontact Symantec Technical Support and create a case.

Check these Steps below:

How to create a new case in MySymantec

http://www.symantec.com/business/support/index?page=content&id=TECH58873

Phone numbers to contact Tech Support:-

Regional Support Telephone Numbers:

  • United States: 800-342-0652 (407-357-7600 from outside the United States)
  • Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)
  • United Kingdom: +44 (0) 870 606 6000

Additional contact numbers: http://www.symantec.com/business/support/contact_t...

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.

Shawn T.'s picture

Symantec has investigated this issue and determined that a configuration change made by installing the Remote Access role on Windows 2012 causes a large range of ports to be reserved for DirectAccess. In order to resolve the issue it is necessary to reconfigure that port range. Issuing the following command in PowerShell will release the ports required by the SEPM (Replace the IP below with the actual IP of the 2012 server):

Set-NetNatTransitionConfiguration -IPv4AddressPortPool @("192.168.1.100, 10000-47000")

More information is available at: http://www.symantec.com/docs/TECH216223 and Step 9 of: http://technet.microsoft.com/en-us/library/jj204618.aspx

SOLUTION