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Systems Showing offline in 12.1 RU2 console

Created: 21 Dec 2012 | 11 comments

priyaa

Hi All,

This is the thing that some of the systems are showing offline in the SEP 12.1 RU2 manager console,but if i ping the system it is pinging.

How come the system is showing as offline when it is pinging and the PC is turned on?

Please suggest.

This is standalone server.

Discussion Filed Under:

Security, Endpoint Protection (AntiVirus) - 12.x, Endpoint Protection (AntiVirus), Basics, Best Practice, Certification, Documentation, Features, Tip/How to, Training, Troubleshooting

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Comments 11 Comments • Jump to latest comment

Ashish-Sharma

Systems Showing offline in 12.1 RU2 console - Comment:21 Dec 2012 : Link

HI,

Are the client showing online ?

are you able telnet from sep client to sepm server port 8014 ?

Try to replace sylink.xml

Symantec Endpoint Protection: Troubleshooting Client/Server Connectivity

Article:TECH105894

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Created: 2008-01-12

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Updated: 2012-10-04

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Article URL http://www.symantec.com/docs/TECH105894

Symantec Endpoint Protection Manager 12.1 Communication Troubleshooting

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

Troubleshooting communication problems between the management server and the client

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

Troubleshooting Client Communication with SEPM

Article:TECH95789

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Created: 2009-01-26

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Updated: 2012-01-03

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Article URL http://www.symantec.com/docs/TECH95789

Thanks In Advance

Ashish Sharma

SEPM Knowledgebase Documents

priyaa

Systems Showing offline in 12.1 RU2 console - Comment:21 Dec 2012 : Link

hi,

Am able to telnet,sylink file is also proper I have checked it.

But still some clients are showing offline.

Regards,

Priyaagopal

A new bud in symantec.

Ashish-Sharma

Systems Showing offline in 12.1 RU2 console - Comment:21 Dec 2012 : Link

Hi,

Are the client showing greedot ?

Check server name showing or not ?

SEP client GUI -> Help ->Troubleshooting..

Try to replace Sylink.xml file only one system

Thanks In Advance

Ashish Sharma

SEPM Knowledgebase Documents

Chetan Savade Symantec Employee Technical Support Accredited

Systems Showing offline in 12.1 RU2 console - Comment:21 Dec 2012 : Link

Hi,

Go through the following articles.

Symantec Endpoint Protection Manager 12.1 Communication Troubleshooting

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

Symantec Endpoint Protection: Troubleshooting Client/Server Connectivity

http://www.symantec.com/docs/TECH105894

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.&

rs_cert

Systems Showing offline in 12.1 RU2 console - Comment:21 Dec 2012 : Link

Try the attach link hope it help you

https://www-secure.symantec.com/connect/forums/offline-1

https://www-secure.symantec.com/connect/downloads/solution-doc-manage-unmanaged-system-sep-1106005

https://www-secure.symantec.com/connect/downloads/sylink-replacer

other way

If it then pls delete the hwid file from below path

Hkey_local_machine\Software\Symantec\Symantec Endpoint Protection\SMC\SYLINK\Sylink\(HardwareID)

C:\Program Files\Common Files\Symantec Shared\HWID

Start up the SMCSERVICE

rs_cert

Systems Showing offline in 12.1 RU2 console - Comment:21 Dec 2012 : Link

Other solution Step

Try the below steps.

--Checked the client status: offline
--Took the backup of the registry
-- Delete the following registry keys:
HKEY_USER\.DEFAULT\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\Connections\DefaultConnectionSettings
HKEY_USER\.DEFAULT\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\Connections\SavedLegacySettings
--Set the proxy enable in the registry to 0 under HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings
--Uncheck the proxy setting option in the internet options settings.
--Reboot the system.
--Check the client status : online/reporting to the server

rs_cert

Systems Showing offline in 12.1 RU2 console - Comment:26 Dec 2012 : Link

Hi Priya

Have you tried above attach link?

rs_cert

Systems Showing offline in 12.1 RU2 console - Comment:26 Jan 2013 : Link

We have not recieved any revert on same from long time, hopefully your query has been closed. If your issue closed then please mark valid comment as a solution which can help to other.

Thanks

SameerU Partner Accredited

Systems Showing offline in 12.1 RU2 console - Comment:26 Jan 2013 : Link

Hi

Please follow the link to resolve the issue

http://www.symantec.com/business/support/index?pag...

Regards

ManishS

Systems Showing offline in 12.1 RU2 console - Comment:10 May 2013 : Link

Hello,

This issue fixed on SEP 12.1 RU2 MP1

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.

New fixes and features in Symantec Endpoint Protection 12.1 Release Update 2 Maintenance Pack 1

Article:TECH204685

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Created: 2013-04-03

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Updated: 2013-04-24

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Article URL http://www.symantec.com/docs/TECH204685

Thanks In Advance.

Manish

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

SameerU Partner Accredited

Systems Showing offline in 12.1 RU2 console - Comment:11 May 2013 : Link

Hi

Whether those systems are imaged

Regards