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Some clients are not displayed in SEPM 12.1 console

Created: 26 Sep 2012 • Updated: 02 Oct 2012 | 17 comments
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Some clients are not displayed in SEPM 12.1 console. However SEP for these clients, when checked in respective computers, show correct policy, latest definitions and green dot indicating that they are communicating with SEPM properly. Please suggest.

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Ashish-Sharma's picture

HI,

Are you using Image OS ?

Image Installation System Problem

https://www-secure.symantec.com/connect/downloads/image-installation-system-problem

How to repair duplicate IDs on cloned Symantec Endpoint Protection 12.1 clients

http://www.symantec.com/business/support/index?page=content&id=TECH163349

How to prepare a Symantec Endpoint Protection 12.1 client for cloning

http://www.symantec.com/business/support/index?page=content&id=HOWTO54706

Check this thread

http://www.symantec.com/connect/forums/cloning-images-sep

Thanks In Advance

Ashish Sharma

 

 

SOLUTION
Tabish1's picture

Hi Ashish,

Sorry for delayed acknowledgement. Thanks for suggestion.

Yes , we use Image OS.

Hardware Id duplication is the reason, but not for all clients(that are not appearing in SEPM).I will try method suggested by you.

 

Ashish-Sharma's picture

Yes this reason only some client you can delete hardware id and check,

Note: If you will be received your answer please don't forgot Mark As Solution.

Thanks In Advance

Ashish Sharma

 

 

Tabish1's picture

Hi Ashish,

  I went through the article "How to repair duplicate IDs on cloned Symantec Endpoint Protection 12.1 clients" suggested by you and have to ask something before I start.

Question: After completing step1(Identify Clients), will I be able to get all such clients also in the output list which are  affected with hardware id duplication problem and are not appearing in SEPM as of now? or only those affected clients which are already appearing in SEPM?

Please suggest.

Ashish-Sharma's picture

HI,

You can follow this process for delete hardware ID,

1) Disable Tamper Protection

2) Stop sep service (SMC -stop)

  1. Delete all instances of sephwid.xml on file system. Possible locations (usually only in the PersistedData folder):
    C:\Program Files\Common Files\Symantec Shared\HWID\     (if it is migrated from 11.x);
    C:\Documents and Settings\All Users\Application Data\Symantec\Symantec Endpoint Protection\PersistedData\
      (Replace "Documents and Settings\All Users\Application Data" with "ProgramData" on Vista/Win7/2008+)
    C:\Windows\Temp\
    C:\Documents and Settings\<userName>\Local Settings\Temp\
    C:\Users\<userName>\AppData\Local\Temp\     (on Vista/Win7/2008+)
     
  2. Remove all copies of communicator.dat from the file system. Possible locations:
    C:\Windows\Temp\
    C:\Documents and Settings\<userName>\Local Settings\Temp\communicator.dat
    C:\Users\<userName>\AppData\Local\Temp     (on Vista/Win7/2008+)
     
  3. Delete HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\Symantec Endpoint Protection\SMC\SYLINK\SyLink\HardwareID
     
  4. Delete HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\Symantec Endpoint Protection\SMC\SYLINK\SyLink\HostGUID

Image Installation System Problem

https://www-secure.symantec.com/connect/downloads/image-installation-system-problem

Thanks In Advance

Ashish Sharma

 

 

Tabish1's picture

Ok. Actually I wanted to ask if by using SEPM Repair Tool, can I get list of all affected clients which are even not appearing in SEPM?

Ashish-Sharma's picture

Yes you can try SEPM Repair Tool.

Thanks In Advance

Ashish Sharma

 

 

Tabish1's picture

Hi Ashish,

Can you please tell me how to use Client Deployment Wizard for deploying RepairClonedImage.exe?

Ashish-Sharma's picture
  1. Copy RepairClonedImage.exe to the computer that runs Symantec Endpoint Protection Manager.
  2. Rename RepairClonedImage.exe to Setup.exe.
  3. In the Client Deployment Wizard, deploy the renamed tool to the affected computers, using the output file from the SEPM Repair Tool as the list of clients.

    If you do not wish to use the Client Deployment Wizard, you may use any software deployment method of your choice, or you can run the tool manually on the target computers.  If you do not use the Client Deployment Wizard, administrator rights will be required when running the tool

    By default, the RepairClonedImage tool will run silently, with no response to the user for success or failure. You may specify the -v commmand line option to show notification on success or failure.

  4. After the tool has been deployed, the clients should show up as online in the manager console.

    If you moved the clients to a temporary group, you may now move all of the online clients from the temporary group back to their original group.

Thanks In Advance

Ashish Sharma

 

 

.Brian's picture

Do a search in the SEPM for the clients, what is showing?

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.

Mithun Sanghavi's picture

Hello,

Is the SEPM in sync with AD? Were there any changes made in the AD?

Could you check if you are carrying you have 2 domains within SEPM?

You could check the same by:

SEPM >> Admin >> Domains

By default, you have only Default Domain.

Incase, if you see 2 domains, highlight the second domain and click on "administer" and then Click on Clients TAB.

I would suggest you to check this Article - 

About domains http://www.symantec.com/docs/HOWTO55042

Adding a domain http://www.symantec.com/docs/HOWTO55444

Setting the current domain http://www.symantec.com/docs/HOWTO55044

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.

John Santana's picture

please check the sylink.xml ?

Kind regards,

John Santana
IT Professional

--------------------------------------------------

Please be nice to me as I'm newbie in this forum.

tushar.dahibhate's picture

I have the same issue as state early, therfore its the issue of dulpicate hardware id in registery.

first stop SMC services than

Replace the sylink.xml file at below location.

c$\Documents and Settings\All Users\Application Data\Symantec\Symantec Endpoint Protection\12.1.1101.401.105\Data\Config

than delet the hardware id from below location

 

before that please stop tamper protection as showen below.

 

Hope this will help you

John Santana's picture

yes I agree with Tushar's suggestion.

Kind regards,

John Santana
IT Professional

--------------------------------------------------

Please be nice to me as I'm newbie in this forum.

Ashish-Sharma's picture

HI Tabish,

Any update on this ?

If you have received solution Please don't forgot mark as solution Which comments help you

Thanks In Advance

Ashish Sharma

 

 

James007's picture

Tabish,

We are waiting your answer which comment help you if you are not received any solution please provide update ?