Question

Symantec Endpoint Protection 11.0 Clients do not appear in Management Console

Asked by: jeff_newton

I'm running a managed installation of Symantec Endpoint Protection 11 on an SBS 2003 server.  Everything was working fine.  I was able to manage clients from the console.  It just stopped working.  I logged in and saw what's in the screenshot titled "home".  The home page showed no client machines.  I then went to the "clients" tab and saw that all the clients did not show to be managed.  I went around to several client machines and they did't show to be managed (I mean they didn't have the gold shield with the green dot on it).  I've run the server management configuration wizard several times but still have the same problem.  Thanks in advance for the help.

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Asked On
2009-10-30 at 07:33:32ID24858137
Tags

Symantec

,

Endpoint

,

Symantec Endpoint

,

Antivirus

,

AV

Topics

Symantec Anti-Virus Software

,

Anti-Virus

,

Enterprise Anti-Virus

,

Miscellaneous Networking

,

Miscellaneous Security

Participating Experts
2
Points
500
Comments
21

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Answers

 

by: jmlambPosted on 2009-11-02 at 12:07:00ID: 25723176

Ensure IIS is running on the SEPM server, along with the Symantec Web Server website. The clients communicate to SEPM on port 80 or 443.

 

by: jeff_newtonPosted on 2009-11-02 at 12:11:51ID: 25723231

Thank s for the response.  I've verified that IIS is running on the SEPM server.  I've also verified that the Symantec Site is running and communicating on port 80.  I still have the same issue.

 

by: jeff_newtonPosted on 2009-11-04 at 05:59:04ID: 25739325

Thank you.

 

by: dstapleyPosted on 2009-11-05 at 06:01:28ID: 25749484

With respect to client server communication SEP uses port 8014 in MR3 and later builds, 80 in older versions.

 

by: jeff_newtonPosted on 2009-11-05 at 06:04:05ID: 25749508

Thanks for the comment.  I'll check to make sure that port.

 

by: jeff_newtonPosted on 2009-11-05 at 06:04:51ID: 25749514

Sorry, I'll check to make sure nothing is blocking that port.

 

by: dstapleyPosted on 2009-11-05 at 06:34:49ID: 25749822

Jeff
The green dot, or should I say a lack of, indicates a sep/client communication problem.
Can you ping the SEPM server by name from a problem workstation
Can you ping a problem workstation by name from the SEPM server
From a workstation open a web browser and type
"http://SEPMServerIpAddress:8014/secars?hello,secars"
obviously putting in your SEPM server's IP address in the string. You should receive a webpage showing the word "OK". If you get something else troubleshoot it appropriately.

 

by: dstapleyPosted on 2009-11-05 at 06:37:08ID: 25749846

Don't forget if your version is older than MR3 the port should be 80 not 8014.

 

by: dstapleyPosted on 2009-11-05 at 06:39:47ID: 25749869

Also doublecheck that the firewall is turned off or permitting comms on 8014. on server and workstation

 

by: jeff_newtonPosted on 2009-11-05 at 06:44:18ID: 25749919

I'll check that and let you know something very soon.

 

by: jeff_newtonPosted on 2009-11-05 at 06:47:32ID: 25749960

When I enter the URL you gave me from one of the affected workstations, I get "The page cannot be displayed".

 

by: jeff_newtonPosted on 2009-11-05 at 07:22:58ID: 25750400

I went through the Management Server Configuration Wizard and saw that I'm using port 8443 as the server port and port 2638 as the Database Server Port.  I was able to successfully connect to the SEPM server via telnet with both of these ports. When I took the URL you gave me and substituted port 8443 for port 8014, I got a screen that showed five small squares.  I've added it as a screenshot.

  • SEPM-2.jpg
    • 1 KB

    Result from "http://SEPMServerIpAddress:8443/secars?hello,secars"

    Result from "http://SEPMServerIpAddress:8443/secars?hello,secars"
 

by: jeff_newtonPosted on 2009-11-09 at 08:12:46ID: 25777197

Thanks.

 

by: dstapleyPosted on 2009-11-09 at 09:04:52ID: 25777781

The port for sep client/ comms is 8014. 8443 is for remote management console to sepm so not pertinent with this issue.
As all your endpoints have failed comms with the sepm and the secars test failed you should concentrate you efforts on the symantec IIS website, I think that is where your problem lies.

 

by: jeff_newtonPosted on 2009-11-09 at 09:26:45ID: 25777983

I'll look into it and get back with you.

 

by: jeff_newtonPosted on 2009-11-09 at 10:05:35ID: 25778369

Ok I found the problem.  Somehow, the SEP site in IIS got restricted to only allow connections from a certain IP address.  Once I cleared that IP address out and reset access permissions, everything is working.  Thanks for the help.

 

by: jeff_newtonPosted on 2009-11-09 at 10:07:13ID: 31648028

The answers given lead me to my solution but did not give me the solution outright.

 

by: dstapleyPosted on 2009-11-09 at 11:08:28ID: 25778926

I am glad you sorted it out Jeff, and I am pleased I helped in some way.
All the best
Dave

20120131-EE-VQP-002

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