Hi,

I'm new to symantec endpoint protection. One of our client not getting update, showing offline in console, services stopped in client machine.

Can anyone help

Which services need to start?

Regards

TK

Did you tried restarting the Client Services?

Hi,

Thanks for reply,

I'm not sure of the processes which i need to restart!!

Regards

TK

Hi

1. Symantec Endpoint Protection

2. Symantec Management Client

After restarting the services, still client not getting updates means what we need to do?

Regards,

TK

Is the that Client is now showing as Online in SEPM and SEP Console?

As offline

Regards,

TK

Hi TK

Please share the version of SEPM and SEP so that i can send you the step to setup the communication back

Can we start the services through run?

Regards,

TK

Yes you can

Type smc -start

Share the Platform of Client like Win 7 or Xp etc

platform : w 2k3 server

Regards,

TK

Okay,

Here is the Steps you need to Follow:

1. Export the Communication settiong from SEPM

2. Replace the Communication settings in Client.

Once you are done with it, your client machine will show as online and then try updating.

Please click the link below:

http://www.symantec.com/docs/TECH157585

Hi TK,

Even after re-establishing the communication settings and clients becoming Online to SEPM, the definitions does not updates, then you need to follow these steps on Client machine.

1. Stop the Symantec Endpoint Protection Services:
2. Click Start, Run, typing in smc -stop, and pushing Enter.
3. 1. Click the Start button and then click Run
   2. Type services.msc and click OK
   3. Right-click Symantec Endpoint Protection and click Stop.
   4. Minimize the Services window
      
      Note: If you are unable to stop the Symantec Management Client you will need to temporarily disable Tamper Protection. Please see the Technical Information at the bottom of this document for instructions.
4. Delete the data from the Definition folders:
   • Virus Definitions
     C:\Program Files\Common Files\Symantec Shared\VirusDefs\
     - Delete all files and subfolders
   • Delete the downloaded data in the "C:\Documents and Settings\All Users\Application Data\Symantec\Liveupdate\downloads"
5. Delete the data from the registry:
   1. Click the Start button and then click Run
   2. Type regedit and click OK
   3. Navigate to:
      HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\SharedDefs
   4. Delete the following values:
      1. SRTSP
      2. NAVCORP_70
      3. DEFWATCH_10
      4. SepCache3
      5. SepCache2
      6. SepCache1
6. Restart the Symantec Endpoint Protection Services stopped in the previous step, 3.c.
7. Click Start, Run, type in smc -start, and push Enter.
8. 1. Maximize the Services window.
   2. Right-click Symantec Endpoint Protection service and click Start.

Troubleshoot method for offline clients

https://www-secure.symantec.com/connect/blogs/troubleshoot-method-offline-clients

hello,

Did you have try telnet port 8014 ?

Troubleshooting Client Communication with SEPM

Symantec Endpoint Protection: Troubleshooting Client/Server Connectivity

did you run symhelp and identfy and solution article for the problem

Hi

Goto Start=>Run=>Type smc -start

Regards

The clinet is not communicating because the service was stopped

Do a repair of SEP client from Add/Remove Programs. Wait for few minutues the definitions should be udpated.

if you still face the issue. Open SEP client interface. Click on Help and Support. Troubleshooting..

Do you see the server name or its showing as OFFLINE? if its offline then disable windows firewall and check again.

Hello,

Even you can start the services from command prompt.

open command prompt and type.

start smc -start

After that is services will be start, If not then please repair the symantec and check.

Hi

Can you try to repair the client

Regards

Hi TK,

Please update the Thread.

For SEP 11 you need to start 

symantec endpoint protection and symantec management services.

And for sep 12 

just start symantec management service.

If still client not showing online try to replace sylink.xml file.

for 12

http://www.symantec.com/business/support/index?page=content&id=TECH157585

for 11 

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

Hi

Goto Start =>Run and type smc -start

If this does not help try repairing the client

Regards