Endpoint Protection

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  • 1.  SEP 11 Client not communicating with the SEP Manager

    Posted Nov 14, 2010 11:15 PM

    Good afternoon,

    We are experiencing some issues with our SEP11 clients on Servers, where the green tick box isn't
    displayed on the SEP client through the taskbar. Once I check "Management" tab within SEP11 it is indicating that server is "Offline". I have done the following: Checked port 8014 -opened, tested the communication through Telnet, ping, and http://<SEPM_Server_IP_or_Machine_Name:Port>/secars?hello,secars the result returns "OK", have checked Sylink.xml pointing to the right server through the correct port; tried uninstalling and re-installing the client with a new package - still same issue.

    The actual Icon on the task bar shows the Yellow Shield Only, with the Server is offline message through the management tab. Along with this I have checked Windows Event Logs - nothing points to an issue. This particular server is within the same subnet as others, but the issue is only caused within it. SEP11 client works just fine on other servers within the same subnet range. Have confirmed multiple times with our Gateway and Network teams, no firewall issues.

    Have ran netstat -a it appears that SEP11 is not listening through 8014 even though the port is open. Any suggestions or feedbacks are highly appreciated. Thanks in advance.

    Kind regards,

    Dragan
    IT Security Engineer

    Further information:

    Server with the issue: Windows Server 2003 Enterprise 32Bit
    SEP11 Client: MR6
    SEPM Manager: MR6


     



  • 2.  RE: SEP 11 Client not communicating with the SEP Manager

    Broadcom Employee
    Posted Nov 14, 2010 11:32 PM

    follow this link to troubleshoot the communication  issue

    http://www.symantec.com/business/support/index?page=content&id=TECH105894&locale=en_US

     

    if everything's ok, post the sylink logs from the client side.



  • 3.  RE: SEP 11 Client not communicating with the SEP Manager
    Best Answer

    Posted Nov 15, 2010 12:02 AM

     

    try this.

    1. HKCU\SOFTWARE\Microsoft\Windows\Currentversion\Internet settings Click on the internet setting key check for the keys called "ProxyEnable" if it is set to 1 then change it to 0 also check if there is a registry value called "GlobalUserOffline" if it is present change the value of the DWORD to 0
    2. Now expand Internet settings key and take a backup of the "Connections" key, Delete the entire key

    3. Check HKU\.Default\SOFTWARE\Microsoft\Windows\Currentversion\Internet settings Click on the internet setting key check for the keys called "ProxyEnable" if it is set to 1 then change it to 0 also check if there is a registry value called "GlobalUserOffline" if it is present change the value of the DWORD to 0

    4. expand "Internet settings" key in the above said location and take a backup of the "Connections" key, Delete the entire key

    5. Reboot the machine.



  • 4.  RE: SEP 11 Client not communicating with the SEP Manager

    Posted Nov 15, 2010 08:33 AM

    We have the same problem on one of our servers. I have followed the above instructions from Rafeeq, but we have yet to restart the server as its not in the maintence window. So, I have using the intelligent updater daily to keep the virus defs up-to-date.

     



  • 5.  RE: SEP 11 Client not communicating with the SEP Manager

    Posted Nov 15, 2010 08:53 AM

    postechgeek,

    Instead of rebooting the machine, just restart the SMC service:

    Start > Run > smc -stop, wait 15 seconds, then smc -start...see if that works



  • 6.  RE: SEP 11 Client not communicating with the SEP Manager

    Posted Nov 15, 2010 09:14 AM

    Cool, will give it a shot!



  • 7.  RE: SEP 11 Client not communicating with the SEP Manager

    Posted Nov 15, 2010 06:26 PM

    Thanks Rafeeq,

    Your advice has worked. I didn't even have to reboot the machine just done smc -stop and -start as mentioned below. Many thanks to everyone who contributed to this blog, hopefully it can help others out.

    Cheers again!

    Dragan