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W007's picture

Hello,

What sep version are you using ?

Are you using clone OS images ?

Symantec Endpoint Protection Manager displays clients as offline even though the client is showing online

Article:TECH167284  |  Created: 2011-08-16  |  Updated: 2012-08-26  |  Article URL http://www.symantec.com/docs/TECH167284

 

 

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gautamhiwale's picture

The Sep verison is 12.2 and i m not using clone

 

The above solution does not work do you have another one.

W007's picture

can you delete the client from SEPM console and check if it reflects the correct status?

Troubleshoot method for offline clients

https://www-secure.symantec.com/connect/blogs/trou...

Look this

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

 

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

Ambesh_444's picture

Hi,

Please confirm that port 8014 is open or not.

 

2. Client communication issue.

Port is not open for the same systems Vlan. Open the port 8014 from firewall (http://management_server_address:8014/secars/secars.dll?hello,secars) Answer Come Ok then port is opened

 

Thank& Regards,

Ambesh

"Your satisfaction is very important to us. If you find above information helpful or it has resolved your issue. Please don't forget to mark the thread as solved."

pete_4u2002's picture

on the client help --> troubleshooting check if the server name/IP address is shown?

delete the client from console and monitor if it reflect back.

you can collect the sylink log.

consoleadmin's picture

Remove the Hardware id file and check

path - HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\Symantec Endpoint Protection\SMC\SYLINK\SyLink\HardwareID

Thanks.

A. Wesker's picture

Hi gautamhiwale,

 

I don't know if you noticed it but there is no communication issue at all with your clients and the SEPM and you're entirely sure cloning never has been used at all in the past for any of your SEP clients, there is a fix related to this type of issue that might happen in some situation in 12.1 RU2 MP1.

Put in evidence below.

Clients report to the Symantec Endpoint Protection Manager as offline, even though they are online
 
Fix ID: 3002170
 
Symptom: Clients will randomly report into the Symantec Endpoint Protection Manager as offline, even though they are actively online and available.
 
Solution: Updated the client USN management to properly update the client status in the Symantec Endpoint Protection Manager reports.
 
At least you try to upgrade your SEPM and one the client showing up offline to 12.1 RU2 MP1 in order to see the results. If it's working great, here we go wink
 
Full list of bugfix from release notes for SEP 12.1 RU2 MP1
 
 
 
Kind Regards,
 
A. Wesker
SameerU's picture

Hi

Whether these systems are imaged

Regards