Video Screencast Help

Symantec client showing offline

Created: 23 Dec 2013 | 10 comments

Hi Support

I have installed symantec endpoint protection client from the SEMP but the same is not reflecting nor the client is updating it shows server offline please help me for the same the screen shot is also attached for your ref.

Discussion Filed Under:

Comments 10 CommentsJump to latest comment

_Brian's picture

Enable sylink logging and post the log here for review. See here on how to enable:

http://www.symantec.com/docs/TECH104758

Is this the only client where this is occuring? Do yo uhave port 8014 opened on the firewall?

What SEPM/SEP version are you using?

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.

Rafeeq's picture

Hi Rohit,

You need to check if windows firewall is allowed for port 8014. Have you tried disabling windows firewall? Is it enabled on clients?

pete_4u2002's picture

enable sylink logging.

Symantec Endpoint Protection Manager 12.1 Communication Troubleshooting

http://www.symantec.com/docs/TECH160964

SameerU's picture

Hi

Please follow the below mentioned steps

1.  Stop SMC on both of the affected client computers by clicking Start> Run, type smc -stop then click OK.
2.  On the SEPM console, delete the client entry that the two computers have been sharing. This will prevent the client duplication that would otherwise occur due to the following steps.
3.  On each of the affected computers, go to registry location: 
     HKLM\Software\Symantec\Symantec Endpoint Protection\SMC\Sylink\Sylink
4.  Clear the value for "Hardware ID." (make it blank)
5.  Disable Tamper Protection if you are unable to edit the value.
6.  On each of the affected computers, navigate to the following directory location:
     SEP 11 Location:   
        C:\Program Files\Common Files\Symantec Shared\HWID
     SEP 12.1 Location:  
        Windows XP/2003: C:\Documents and Settings\All Users\Application Data\Symantec\Persisted Data 
        Windows Vista/7/2008: C:\Program Data\Symantec\Symantec Endpoint Protection\Persisted Data
7.  Find file "sephwid.xml". Rename it to "sephwid.xml.bak".
8.  Start SMC on each computer by clicking Start> Run, type smc -start then click OK.
9.  Check the SEPM console for the new SEP client 
     When the clients check in they should have unique hardware IDs.

Regards

 

Chetan Savade's picture

Hi,

Thank you for posting in Symantec community.

It seems it's a SEP 11.x client.

To test connectivity from a client to the Symantec Endpoint Protection Manager (SEPM), type the following URL In a web browser:

http://<SEPM_Server_IP_or_Machine_Name:Port>/secars/secars.dll?hello,secars

Example: http://10.0.2.2:8014/secars/secars.dll?hello,secars
 

A successful connection returns a web page that displays "OK."
Troubleshoot any other message appropriately.

Reference: http://www.symantec.com/docs/TECH102682

Also refer the following article:

Troubleshooting communication problems between the management server and the client

http://www.symantec.com/docs/HOWTO55017

Chetan Savade
Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

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

Sumit G's picture

What is your SEP Client version?

What is OS where the issue is running?

How many clients have the issue?

If you are running with 11.x sep and Os is window Servers then PTP can't be work because it is not compatible with Server OS and 64 bit OS.

Regards

Sumit G.

SameerU's picture

Hi

Have you tried following the steps mentioned

Regards

 

Beppe's picture

Hello,

ensure port 8014 is not blocked by Windows Firewall.

Regards,

Giuseppe

Chetan Savade's picture

Hi Rohit,

Is there any update?

Chetan Savade
Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

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

_Brian's picture

Do you need more assistance with your problem or were you able to get it resolved?

If you could post an update for followers of this thread that would be most helpful.

Otherwise, if resolved, you can close the thread out by clicking the "Mark as solution" link at the bottom left on the most helpful post. If multiple posts helped to solve your problem, please click the "Request split solution" link at the bottom left, select the most helpful posts and click the "Submit" button. This will benefit admins looking for a resolution to the same problem.

Thanks and take care,
Brian

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.