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Client not connecting to SEPM

  • 1.  Client not connecting to SEPM

    Posted Jun 26, 2009 11:04 AM
    I've installed SEP 11.0.4202.75 half a dozen times on this machine but it still refuses to connect to the server.
    I finally managed to get it listed in the Clients section by installing in User mode but it still shows as Offline.
    Used LiveUpdate to update all the defs and product versions.

    Firewall is off on both Client and Server - and have lots of other clients all communicating OK.

    Used SylinkDrop to update the Sylink.xml file, but it still fails to communicate.

    I've tried http://150.1.2.24:8014/secars/secars?hello,secars and get OK back

    I've tried the SEP_SupportTool  (v1.0.1090.98) and the only thing it reported was Simple File Sharing which I've now disabled,
    and now it reports OK but does have this in the report:-

    Symantec Endpoint Protection SummaryVersion: Symantec Endpoint Protection 11.0, MR4 MP2(11.0.4202.75)
    Install Date: 06/26/2009 11:47:55 AM
    Server:
    Group: My Company\Full Device Access and AV Control
    Location: Default
    Policy: 1A19-06/24/2009 15:29:32 952
    Last heartbeat: Have never had contact.
    Heartbeat result: Connection rejected as server is down




    This is some of the log from SylinkMonitor :-

    06/26 15:02:56 [520] HEARTBEAT: Check Point 1
    06/26 15:02:56 [520] Get First Server!
    06/26 15:02:56 [520] <GetFirstSEMServer> Selecting a random server
    06/26 15:02:56 [520] <GetFirstServer> Using server '150.1.2.24'
    06/26 15:02:56 [520] HEARTBEAT: Check Point 2
    06/26 15:02:56 [520] <PostEvent>going to post event=EVENT_SERVER_CONNECTING
    06/26 15:02:56 [520] <PostEvent>done post event=EVENT_SERVER_CONNECTING, return=0
    06/26 15:02:56 [520] HEARTBEAT: Check Point 3
    06/26 15:02:56 [520] mfn_CreateInetSession: Session is NULL for users's proxy setting .. Communication id bound to FAIL..
    06/26 15:02:56 [520] Throw Internet Exception, Error Code=0;AH: failed to open internet.
    06/26 15:02:56 [520] CInternetException: <IndexHeartbeatProc>: The operation completed successfully.
    06/26 15:02:56 [520] <PostEvent>going to post event=EVENT_SERVER_DISCONNECTED
    06/26 15:02:56 [520] <PostEvent>done post event=EVENT_SERVER_DISCONNECTED, return=0
    06/26 15:02:56 [520] <IndexHeartbeatProc>====== IndexHeartbeat Procedure stops at 15:02:56 ======
    06/26 15:02:56 [520] <IndexHeartbeatProc>Set Heartbeat Result= 0
    06/26 15:02:56 [520] <IndexHeartbeatProc>Sylink Comm.Flags: 'Connection Failed' = 1, 'Using Backup Sylink' = 1, 'Using Location Config' = 0
    06/26 15:02:57 [520] <IndexHeartbeatProc>Connection Failed! No Inet Session available for the proxy
    06/26 15:02:57 [520] Use new configuration
    06/26 15:02:57 [520] HEARTBEAT: Check Point Complete
    06/26 15:02:57 [520] <IndexHeartbeatProc>Done, Heartbeat=1seconds
    06/26 15:02:57 [520] </CSyLink::IndexHeartbeatProc()>
    06/26 15:02:57 [520] HeartbeatProcFailed to get profile with proxy setting 2
    06/26 15:02:57 [520] <CheckHeartbeatTimer>====== Heartbeat loop stops at 15:02:57 ======
    06/26 15:02:59 [520] <CheckHeartbeatTimer>====== Heartbeat loop starts at 15:02:59 ======
    06/26 15:02:59 [520] <GetOnlineNicInfo>:Netport Count=1
    06/26 15:02:59 [520] <GetOnlineNicInfo>:NicInfo<SSANICs><SSANIC Ip="150.1.3.94" Mac="00-02-e3-3f-06-ed" Gateway="150.1.1.30" SubnetMask="0.0.0.0"/></SSANICs>


    Any ideas what I can do next to resolve this - after 3 days I've ran out of ideas.

    Thanks

    Wayne


  • 2.  RE: Client not connecting to SEPM

    Posted Jun 26, 2009 11:11 AM
    This is caused by the communication breakdown. Replace the sylink.xml of client with the server's sylink.xml.


  • 3.  RE: Client not connecting to SEPM

    Posted Jun 26, 2009 11:32 AM


    I'd already tried SylinkDrop a few times before, but tried it again anyway with the same result.

    Exported communication settings for policy on server and copied it to the client
    SMC -stop
    Ran SylinkDrop with policy
    SMC -start

    Still getting communication failures in SylinkMonitor

    06/26 16:26:44 [2944] <DoHeartbeat> Set heartbeat event
    06/26 16:26:44 [2944] Use new configuration
    06/26 16:26:44 [2944] <CSyLink::IndexHeartbeatProc()>
    06/26 16:26:44 [2944] <IndexHeartbeatProc> Got ConfigObject to proceed the operation.. pSylinkConfig: 01C29DC8
    06/26 16:26:44 [2944] <IndexHeartbeatProc>====== Reg Heartbeat loop starts at 16:26:44 ======
    06/26 16:26:45 [2944] HEARTBEAT: Check Point 1
    06/26 16:26:45 [2944] Get First Server!
    06/26 16:26:45 [2944] <GetFirstSEMServer> Selecting a random server
    06/26 16:26:45 [2944] <GetFirstServer> Using server '150.1.2.24'
    06/26 16:26:45 [2944] HEARTBEAT: Check Point 2
    06/26 16:26:45 [2944] <PostEvent>going to post event=EVENT_SERVER_CONNECTING
    06/26 16:26:45 [2944] <PostEvent>done post event=EVENT_SERVER_CONNECTING, return=0
    06/26 16:26:45 [2944] HEARTBEAT: Check Point 3
    06/26 16:26:45 [2944] mfn_CreateInetSession: Session is NULL for users's proxy setting .. Communication id bound to FAIL..
    06/26 16:26:45 [2944] Throw Internet Exception, Error Code=0;AH: failed to open internet.
    06/26 16:26:45 [2944] CInternetException: <IndexHeartbeatProc>: The operation completed successfully.

    06/26 16:26:45 [2944] <PostEvent>going to post event=EVENT_SERVER_DISCONNECTED
    06/26 16:26:45 [2944] <PostEvent>done post event=EVENT_SERVER_DISCONNECTED, return=0
    06/26 16:26:45 [2944] <IndexHeartbeatProc>====== IndexHeartbeat Procedure stops at 16:26:45 ======
    06/26 16:26:45 [2944] <IndexHeartbeatProc>Set Heartbeat Result= 0
    06/26 16:26:45 [2944] <IndexHeartbeatProc>Sylink Comm.Flags: 'Connection Failed' = 1, 'Using Backup Sylink' = 0, 'Using Location Config' = 0
    06/26 16:26:45 [2944] <IndexHeartbeatProc>Connection Failed! No Inet Session available for the proxy
    06/26 16:26:45 [2944] Use new configuration
    06/26 16:26:45 [2944] HEARTBEAT: Check Point Complete
    06/26 16:26:45 [2944] <IndexHeartbeatProc>Done, Heartbeat=128seconds
    06/26 16:26:45 [2944] </CSyLink::IndexHeartbeatProc()>
    06/26 16:26:45 [2944] HeartbeatProcFailed to get profile with proxy setting 2
    06/26 16:26:45 [2944] <CheckHeartbeatTimer>====== Heartbeat loop stops at 16:26:45 ======
    06/26 16:27:42 [3748] <CSyLink::mfn_DownloadNow()>
    06/26 16:27:42 [3748] </CSyLink::mfn_DownloadNow()>
     



  • 4.  RE: Client not connecting to SEPM

    Posted Jun 26, 2009 11:37 AM

    Try this
     
    Back up registry
    1. Click Start, and then click Run.
    2. In the Open box, type regedt32, and then click OK.
    3. Locate HKEY_CURRENT_USER\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings\Connections.
    4. Right Click on Connections from the menu, click Export.
    5. In the Save inbox, select a location in which to save the .reg file, type a file name in the File name box, and then click Save.

    Remove DefaultConnectionSettings & SavedLegacySettings
    1. 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
    2. Reboot the system.

    If this does not work then open inter options > Tolls > Connection > Make sure there is no Dialup connection over there if there is any thing under dialup connection try to remove it if possible.

    If this works for you then please mark this as solution or upload the whole sylink log if this does not work



  • 5.  RE: Client not connecting to SEPM

    Posted Jun 26, 2009 12:19 PM
    06/26 15:02:59 [520] <GetOnlineNicInfo>:NicInfo<SSANICs><SSANIC Ip="150.1.3.94" Mac="00-02-e3-3f-06-ed" Gateway="150.1.1.30" SubnetMask="0.0.0.0"/></SSANICs>

    The last line you inserted in your original comment indicates that this server is:
    - Not on the same subnet as the SEPM. 
    - Server in question IP is: 150.1.3.94
    - Server in question Gateway is: 150.1.1.30
    - Server in question does not have a Subnet mask defined.

    Although you may have static routes for the server to reach the SEPM defined through a router or a VLAN on a switch, the internal routing of the client seems unable to communicate out.  Seeing as how the Gateway is on 150.1.1.x and the Server on 150.1.3.x, in all likelihood, your subnet mask should be: 255.255.0.0

    Of course, I don't know how large your actual network is, so, this number could be incorrect.  See your Network Administrator for these proper numbers. 

    Next thing to know, do you use a PROXY SERVER?  Novell BorderManager or anything like that, which is supposed to do the routing for you?

    mfn_CreateInetSession: Session is NULL for users's proxy setting .. Communication id bound to FAIL..

    Seems as though the system is stubborn and already believes it is going to fail before hand... 


  • 6.  RE: Client not connecting to SEPM

    Posted Jun 26, 2009 12:22 PM
    I tried deleting the registry settings twice but still no luck - also reset all the browser settings to the defaults, and added the server to the Trusted Zone, and no change.
    Do agree though that it is probably a network configuration problem - just can figure out what though.

    I've included the full SylinkMonitor log.

    Thanks


    PS. Shield is just yellow with no dots or warnings


    06/26 17:07:32 [3892] <ScheduleNextUpdate>Manually assigned heartbeat=1 seconds
    06/26 17:07:33 [892] <CheckHeartbeatTimer>====== Heartbeat loop starts at 17:07:33 ======
    06/26 17:07:34 [892] <GetOnlineNicInfo>:Netport Count=1
    06/26 17:07:34 [892] <GetOnlineNicInfo>:NicInfo<SSANICs><SSANIC Ip="150.1.3.94" Mac="00-02-e3-3f-06-ed" Gateway="150.1.1.30" SubnetMask="0.0.0.0"/></SSANICs>
    06/26 17:07:34 [892] <CalcAgentHashKey>:CH=DF3D92D096010361001F6177F74F248E1PRDPC173<DOMAIN>72B13050B5AA0639373612222726DDF7
    06/26 17:07:34 [892] <CalcAgentHashKey>:CHKey=0117AAB8B7AABE6AF512F4F3D0208260
    06/26 17:07:34 [892] <CalcAgentHashKey>:C=DF3D92D096010361001F6177F74F248E1PRDPC173<DOMAIN>
    06/26 17:07:34 [892] <CalcAgentHashKey>:CKey=65E0A24940CF2DBFA6FA35A0B9933C60
    06/26 17:07:34 [892] <CalcAgentHashKey>:UCH=DF3D92D096010361001F6177F74F248E0Administrator<DOMAIN>PRDPC173<DOMAIN>72B13050B5AA0639373612222726DDF7
    06/26 17:07:34 [892] <CalcAgentHashKey>:UCHKey=0194AFFFD3B8D7C8708636F2BE333BC0
    06/26 17:07:34 [892] <CalcAgentHashKey>:UC=DF3D92D096010361001F6177F74F248E0Administrator<DOMAIN>PRDPC173<DOMAIN>
    06/26 17:07:34 [892] <CalcAgentHashKey>:UCKey=B1AF5A772BE8105E7440CB28BE38FE7F
    06/26 17:07:34 [892] <DoHeartbeat>HardwareID=72B13050B5AA0639373612222726DDF7
    06/26 17:07:34 [892] <DoHeartbeat>CHKey=0117AAB8B7AABE6AF512F4F3D0208260
    06/26 17:07:34 [892] <DoHeartbeat>CKey=65E0A24940CF2DBFA6FA35A0B9933C60
    06/26 17:07:34 [892] <DoHeartbeat>UCHKey=0194AFFFD3B8D7C8708636F2BE333BC0
    06/26 17:07:34 [892] <DoHeartbeat>UCKey=B1AF5A772BE8105E7440CB28BE38FE7F
    06/26 17:07:34 [892] <DoHeartbeat> Set heartbeat event
    06/26 17:07:34 [892] Use new configuration
    06/26 17:07:34 [892] <CSyLink::IndexHeartbeatProc()>
    06/26 17:07:34 [892] <IndexHeartbeatProc> Got ConfigObject to proceed the operation.. pSylinkConfig: 01C2B580
    06/26 17:07:34 [892] <IndexHeartbeatProc>====== Reg Heartbeat loop starts at 17:07:34 ======
    06/26 17:07:34 [892] HEARTBEAT: Check Point 1
    06/26 17:07:34 [892] Get First Server!
    06/26 17:07:34 [892] <GetFirstSEMServer> Selecting a random server
    06/26 17:07:34 [892] <GetFirstServer> Using server '150.1.2.24'
    06/26 17:07:34 [892] HEARTBEAT: Check Point 2
    06/26 17:07:34 [892] <PostEvent>going to post event=EVENT_SERVER_CONNECTING
    06/26 17:07:34 [892] <PostEvent>done post event=EVENT_SERVER_CONNECTING, return=0
    06/26 17:07:34 [892] HEARTBEAT: Check Point 3
    06/26 17:07:34 [892] mfn_CreateInetSession: Session is NULL for users's proxy setting .. Communication id bound to FAIL..
    06/26 17:07:35 [892] Throw Internet Exception, Error Code=0;AH: failed to open internet.
    06/26 17:07:35 [892] CInternetException: <IndexHeartbeatProc>: The operation completed successfully.

    06/26 17:07:35 [892] <PostEvent>going to post event=EVENT_SERVER_DISCONNECTED
    06/26 17:07:35 [892] <PostEvent>done post event=EVENT_SERVER_DISCONNECTED, return=0
    06/26 17:07:35 [892] <IndexHeartbeatProc>====== IndexHeartbeat Procedure stops at 17:07:35 ======
    06/26 17:07:35 [892] <IndexHeartbeatProc>Set Heartbeat Result= 0
    06/26 17:07:35 [892] <IndexHeartbeatProc>Sylink Comm.Flags: 'Connection Failed' = 1, 'Using Backup Sylink' = 0, 'Using Location Config' = 0
    06/26 17:07:35 [892] <IndexHeartbeatProc>Connection Failed! No Inet Session available for the proxy
    06/26 17:07:35 [892] Use new configuration
    06/26 17:07:35 [892] HEARTBEAT: Check Point Complete
    06/26 17:07:35 [892] <IndexHeartbeatProc>Done, Heartbeat=1seconds
    06/26 17:07:35 [892] </CSyLink::IndexHeartbeatProc()>
    06/26 17:07:35 [892] HeartbeatProcFailed to get profile with proxy setting 2
    06/26 17:07:35 [892] <CheckHeartbeatTimer>====== Heartbeat loop stops at 17:07:35 ======
    06/26 17:07:37 [892] <CheckHeartbeatTimer>====== Heartbeat loop starts at 17:07:37 ======
    06/26 17:07:37 [892] <GetOnlineNicInfo>:Netport Count=1
    06/26 17:07:37 [892] <GetOnlineNicInfo>:NicInfo<SSANICs><SSANIC Ip="150.1.3.94" Mac="00-02-e3-3f-06-ed" Gateway="150.1.1.30" SubnetMask="0.0.0.0"/></SSANICs>
    06/26 17:07:37 [892] <CalcAgentHashKey>:CH=DF3D92D096010361001F6177F74F248E1PRDPC173<DOMAIN>72B13050B5AA0639373612222726DDF7
    06/26 17:07:37 [892] <CalcAgentHashKey>:CHKey=0117AAB8B7AABE6AF512F4F3D0208260
    06/26 17:07:37 [892] <CalcAgentHashKey>:C=DF3D92D096010361001F6177F74F248E1PRDPC173<DOMAIN>
    06/26 17:07:37 [892] <CalcAgentHashKey>:CKey=65E0A24940CF2DBFA6FA35A0B9933C60
    06/26 17:07:37 [892] <CalcAgentHashKey>:UCH=DF3D92D096010361001F6177F74F248E0Administrator<DOMAIN>PRDPC173<DOMAIN>72B13050B5AA0639373612222726DDF7
    06/26 17:07:37 [892] <CalcAgentHashKey>:UCHKey=0194AFFFD3B8D7C8708636F2BE333BC0
    06/26 17:07:37 [892] <CalcAgentHashKey>:UC=DF3D92D096010361001F6177F74F248E0Administrator<DOMAIN>PRDPC173<DOMAIN>
    06/26 17:07:37 [892] <CalcAgentHashKey>:UCKey=B1AF5A772BE8105E7440CB28BE38FE7F
    06/26 17:07:37 [892] <DoHeartbeat>HardwareID=72B13050B5AA0639373612222726DDF7
    06/26 17:07:37 [892] <DoHeartbeat>CHKey=0117AAB8B7AABE6AF512F4F3D0208260
    06/26 17:07:37 [892] <DoHeartbeat>CKey=65E0A24940CF2DBFA6FA35A0B9933C60
    06/26 17:07:37 [892] <DoHeartbeat>UCHKey=0194AFFFD3B8D7C8708636F2BE333BC0
    06/26 17:07:37 [892] <DoHeartbeat>UCKey=B1AF5A772BE8105E7440CB28BE38FE7F
    06/26 17:07:37 [892] <DoHeartbeat> Set heartbeat event
    06/26 17:07:37 [892] Use new configuration
    06/26 17:07:37 [892] <CSyLink::IndexHeartbeatProc()>
    06/26 17:07:37 [892] <IndexHeartbeatProc> Got ConfigObject to proceed the operation.. pSylinkConfig: 01C2B580
    06/26 17:07:37 [892] <IndexHeartbeatProc>====== Reg Heartbeat loop starts at 17:07:37 ======
    06/26 17:07:38 [892] HEARTBEAT: Check Point 1
    06/26 17:07:38 [892] Get First Server!
    06/26 17:07:38 [892] <GetFirstSEMServer> Selecting a random server
    06/26 17:07:38 [892] <GetFirstServer> Using server 'navserver1'
    06/26 17:07:38 [892] HEARTBEAT: Check Point 2
    06/26 17:07:38 [892] <PostEvent>going to post event=EVENT_SERVER_CONNECTING
    06/26 17:07:38 [892] <PostEvent>done post event=EVENT_SERVER_CONNECTING, return=0
    06/26 17:07:38 [892] HEARTBEAT: Check Point 3
    06/26 17:07:38 [892] mfn_CreateInetSession: Session is NULL for 'no proxy' setting .. Communication id bound to FAIL..
    06/26 17:07:38 [892] Throw Internet Exception, Error Code=0;AH: failed to open internet.
    06/26 17:07:38 [892] CInternetException: <IndexHeartbeatProc>: The operation completed successfully.

    06/26 17:07:38 [892] <PostEvent>going to post event=EVENT_SERVER_DISCONNECTED
    06/26 17:07:38 [892] <PostEvent>done post event=EVENT_SERVER_DISCONNECTED, return=0
    06/26 17:07:38 [892] <IndexHeartbeatProc>====== IndexHeartbeat Procedure stops at 17:07:38 ======
    06/26 17:07:38 [892] <IndexHeartbeatProc>Set Heartbeat Result= 0
    06/26 17:07:38 [892] <IndexHeartbeatProc>Sylink Comm.Flags: 'Connection Failed' = 1, 'Using Backup Sylink' = 0, 'Using Location Config' = 0
    06/26 17:07:38 [892] <IndexHeartbeatProc>Connection Failed! No Inet Session available for the proxy
    06/26 17:07:38 [892] Use new configuration
    06/26 17:07:38 [892] HEARTBEAT: Check Point Complete
    06/26 17:07:38 [892] <IndexHeartbeatProc>Done, Heartbeat=1seconds
    06/26 17:07:38 [892] </CSyLink::IndexHeartbeatProc()>
    06/26 17:07:38 [892] HeartbeatProcFailed to get profile with proxy setting 3
    06/26 17:07:38 [892] <CheckHeartbeatTimer>====== Heartbeat loop stops at 17:07:38 ======
    06/26 17:07:40 [892] <CheckHeartbeatTimer>====== Heartbeat loop starts at 17:07:40 ======
    06/26 17:07:40 [892] <GetOnlineNicInfo>:Netport Count=1
    06/26 17:07:40 [892] <GetOnlineNicInfo>:NicInfo<SSANICs><SSANIC Ip="150.1.3.94" Mac="00-02-e3-3f-06-ed" Gateway="150.1.1.30" SubnetMask="0.0.0.0"/></SSANICs>
    06/26 17:07:40 [892] <CalcAgentHashKey>:CH=DF3D92D096010361001F6177F74F248E1PRDPC173<DOMAIN>72B13050B5AA0639373612222726DDF7
    06/26 17:07:40 [892] <CalcAgentHashKey>:CHKey=0117AAB8B7AABE6AF512F4F3D0208260
    06/26 17:07:40 [892] <CalcAgentHashKey>:C=DF3D92D096010361001F6177F74F248E1PRDPC173<DOMAIN>
    06/26 17:07:40 [892] <CalcAgentHashKey>:CKey=65E0A24940CF2DBFA6FA35A0B9933C60
    06/26 17:07:40 [892] <CalcAgentHashKey>:UCH=DF3D92D096010361001F6177F74F248E0Administrator<DOMAIN>PRDPC173<DOMAIN>72B13050B5AA0639373612222726DDF7
    06/26 17:07:40 [892] <CalcAgentHashKey>:UCHKey=0194AFFFD3B8D7C8708636F2BE333BC0
    06/26 17:07:40 [892] <CalcAgentHashKey>:UC=DF3D92D096010361001F6177F74F248E0Administrator<DOMAIN>PRDPC173<DOMAIN>
    06/26 17:07:40 [892] <CalcAgentHashKey>:UCKey=B1AF5A772BE8105E7440CB28BE38FE7F
    06/26 17:07:40 [892] <DoHeartbeat>HardwareID=72B13050B5AA0639373612222726DDF7
    06/26 17:07:40 [892] <DoHeartbeat>CHKey=0117AAB8B7AABE6AF512F4F3D0208260
    06/26 17:07:40 [892] <DoHeartbeat>CKey=65E0A24940CF2DBFA6FA35A0B9933C60
    06/26 17:07:40 [892] <DoHeartbeat>UCHKey=0194AFFFD3B8D7C8708636F2BE333BC0
    06/26 17:07:40 [892] <DoHeartbeat>UCKey=B1AF5A772BE8105E7440CB28BE38FE7F
    06/26 17:07:40 [892] <DoHeartbeat> Set heartbeat event
    06/26 17:07:40 [892] Use new configuration
    06/26 17:07:40 [892] <CSyLink::IndexHeartbeatProc()>
    06/26 17:07:40 [892] <IndexHeartbeatProc> Got ConfigObject to proceed the operation.. pSylinkConfig: 01C2B580
    06/26 17:07:40 [892] <IndexHeartbeatProc>====== Reg Heartbeat loop starts at 17:07:40 ======
    06/26 17:07:41 [892] HEARTBEAT: Check Point 1
    06/26 17:07:41 [892] Get First Server!
    06/26 17:07:41 [892] <GetFirstSEMServer> Selecting a random server
    06/26 17:07:41 [892] <GetFirstServer> Using server 'navserver1'
    06/26 17:07:41 [892] HEARTBEAT: Check Point 2
    06/26 17:07:41 [892] <PostEvent>going to post event=EVENT_SERVER_CONNECTING
    06/26 17:07:41 [892] <PostEvent>done post event=EVENT_SERVER_CONNECTING, return=0
    06/26 17:07:41 [892] HEARTBEAT: Check Point 3
    06/26 17:07:41 [892] <IndexHeartbeatProc>Setting the session timeout on Profile Session to 30000
    06/26 17:07:41 [892] HEARTBEAT: Check Point 4
    06/26 17:07:41 [892] <IndexHeartbeatProc>===Get Index STAGE===
    06/26 17:07:41 [892] ************CSN=63
    06/26 17:07:41 [892] <mfn_MakeGetIndexUrl:>Request is: action=12&hostid=F85CA207960102180060E390A9F4CE94&chk=0117AAB8B7AABE6AF512F4F3D0208260&ck=65E0A24940CF2DBFA6FA35A0B9933C60&uchk=0194AFFFD3B8D7C8708636F2BE333BC0&uck=B1AF5A772BE8105E7440CB28BE38FE7F&hid=72B13050B5AA0639373612222726DDF7&groupid=DF3D92D096010361001F6177F74F248E&mode=0&hbt=600&as=63&cn=[hex]5052445043313733&lun=[hex]41646D696E6973747261746F72&udn=[hex]5052445F484F4C44494E4753
    06/26 17:07:41 [892] <GetIndexFileRequest:>http://navserver1:8014/secars/secars.dll?h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
    06/26 17:07:41 [892] <GetIndexFileRequest:>Send Request failed.. Error Code = 0
    06/26 17:07:41 [892] <ParseErrorCode:>0=>Unknown error code.
    06/26 17:07:41 [892] <GetIndexFileRequest:>Send Request failed.. Error Code = 0
    06/26 17:07:41 [892] <ParseErrorCode:>0=>Unknown error code.
    06/26 17:07:41 [892] <GetIndexFileRequest:>COMPLETED
    06/26 17:07:41 [892] <IndexHeartbeatProc>GetIndexFile handling status: 6
    06/26 17:07:41 [892] <IndexHeartbeatProc>Switch Server flag=1
    06/26 17:07:41 [892] HEARTBEAT: Check Point 5.1
    06/26 17:07:41 [892] <ScheduleNextUpdate>new scheduled heartbeat=64 seconds
    06/26 17:07:41 [892] HEARTBEAT: Check Point 8
    06/26 17:07:41 [892] Get Next Server!
    06/26 17:07:41 [892] <IndexHeartbeatProc>switch to another server
    06/26 17:07:41 [892] <DecrementScheduleTime:>New scheduled heartbeat=32 seconds
    06/26 17:07:42 [892] HEARTBEAT: Check Point 1
    06/26 17:07:42 [892] HEARTBEAT: Check Point 2
    06/26 17:07:42 [892] <PostEvent>going to post event=EVENT_SERVER_CONNECTING
    06/26 17:07:42 [892] <PostEvent>done post event=EVENT_SERVER_CONNECTING, return=0
    06/26 17:07:42 [892] HEARTBEAT: Check Point 3
    06/26 17:07:42 [892] <IndexHeartbeatProc>Setting the session timeout on Profile Session to 30000
    06/26 17:07:42 [892] HEARTBEAT: Check Point 4
    06/26 17:07:42 [892] <IndexHeartbeatProc>===Get Index STAGE===
    06/26 17:07:42 [892] ************CSN=64
    06/26 17:07:42 [892] <mfn_MakeGetIndexUrl:>Request is: action=12&hostid=F85CA207960102180060E390A9F4CE94&chk=0117AAB8B7AABE6AF512F4F3D0208260&ck=65E0A24940CF2DBFA6FA35A0B9933C60&uchk=0194AFFFD3B8D7C8708636F2BE333BC0&uck=B1AF5A772BE8105E7440CB28BE38FE7F&hid=72B13050B5AA0639373612222726DDF7&groupid=DF3D92D096010361001F6177F74F248E&mode=0&hbt=600&as=64&cn=[hex]5052445043313733&lun=[hex]41646D696E6973747261746F72&udn=[hex]5052445F484F4C44494E4753
    06/26 17:07:42 [892] <GetIndexFileRequest:>http://150.1.2.24:8014/secars/secars.dll?h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
    06/26 17:07:42 [892] <GetIndexFileRequest:>Send Request failed.. Error Code = 0
    06/26 17:07:42 [892] <ParseErrorCode:>0=>Unknown error code.
    06/26 17:07:42 [892] <GetIndexFileRequest:>Send Request failed.. Error Code = 0
    06/26 17:07:42 [892] <ParseErrorCode:>0=>Unknown error code.
    06/26 17:07:42 [892] <GetIndexFileRequest:>COMPLETED
    06/26 17:07:42 [892] <IndexHeartbeatProc>GetIndexFile handling status: 6
    06/26 17:07:42 [892] <IndexHeartbeatProc>Switch Server flag=1
    06/26 17:07:42 [892] HEARTBEAT: Check Point 5.1
    06/26 17:07:42 [892] <ScheduleNextUpdate>new scheduled heartbeat=64 seconds
    06/26 17:07:42 [892] HEARTBEAT: Check Point 8
    06/26 17:07:42 [892] Get Next Server!
    06/26 17:07:42 [892] <PostEvent>going to post event=EVENT_SERVER_DISCONNECTED
    06/26 17:07:42 [892] <PostEvent>done post event=EVENT_SERVER_DISCONNECTED, return=0
    06/26 17:07:42 [892] <IndexHeartbeatProc>====== IndexHeartbeat Procedure stops at 17:07:42 ======
    06/26 17:07:42 [892] <IndexHeartbeatProc>Set Heartbeat Result= 1
    06/26 17:07:42 [892] <IndexHeartbeatProc>Sylink Comm.Flags: 'Connection Failed' = 1, 'Using Backup Sylink' = 0, 'Using Location Config' = 0
    06/26 17:07:42 [892] <IndexHeartbeatProc>Connection Failed! No. of tries = 1
    06/26 17:07:42 [892] Use new configuration
    06/26 17:07:42 [892] HEARTBEAT: Check Point Complete
    06/26 17:07:42 [892] <IndexHeartbeatProc>Done, Heartbeat=64seconds
    06/26 17:07:42 [892] </CSyLink::IndexHeartbeatProc()>
    06/26 17:07:42 [892] HeartbeatProcFailed to get profile with proxy setting 1
    06/26 17:07:42 [892] <CheckHeartbeatTimer>====== Heartbeat loop stops at 17:07:42 ======
    06/26 17:07:45 [824] <CSyLink::mfn_DownloadNow()>
    06/26 17:07:45 [824] </CSyLink::mfn_DownloadNow()>


  • 7.  RE: Client not connecting to SEPM

    Posted Jun 26, 2009 12:57 PM
    Hi Jason

    Your correct, the subnet is 255.255.0.0, so the Server and PC are both on the same network although phyically in different locations.
    Its actually a LAN Extension provided by Telewest running at 100Mb, but 99% of the other PC's are in the same building so I dont think thats part of the problem.

    We do use a proxy.pac file which is picked by IE, but as they are both on the same network this shouldn't matter.

    Regards

    Physical Address. . . . . . . . . : 00-02-E3-3F-06-ED
    Dhcp Enabled. . . . . . . . . . . : Yes
    Autoconfiguration Enabled . . . . : Yes
    IP Address. . . . . . . . . . . . : 150.1.3.94
    Subnet Mask . . . . . . . . . . . : 255.255.0.0
    Default Gateway . . . . . . . . . : 150.1.1.30
    DHCP Server . . . . . . . . . . . : 150.1.2.2
    DNS Servers . . . . . . . . . . . : 150.1.2.2
    150.1.0.99
    Primary WINS Server . . . . . . . : 150.1.1.4
    Secondary WINS Server . . . . . . : 150.1.1.3
    Lease Obtained. . . . . . . . . . : 26 June 2009 17:05:30
    Lease Expires . . . . . . . . . . : 28 June 2009 17:05:30


  • 8.  RE: Client not connecting to SEPM

    Posted Jun 29, 2009 08:06 AM
    Reset all the XP Firewall settings and ran the SEP_SupportTool. Added back the defaul SEP programs and its now showing OK even though it reports the Server Offline

    Ran the SylinkMonitor and it still reports no server connection.

    06/29 13:01:29 [892] Get First Server!
    06/29 13:01:29 [892] <GetFirstSEMServer> Selecting a random server
    06/29 13:01:29 [892] <GetFirstServer> Using server '150.1.2.24'
    06/29 13:01:29 [892] HEARTBEAT: Check Point 2
    06/29 13:01:29 [892] <PostEvent>going to post event=EVENT_SERVER_CONNECTING
    06/29 13:01:29 [892] <PostEvent>done post event=EVENT_SERVER_CONNECTING, return=0
    06/29 13:01:29 [892] HEARTBEAT: Check Point 3
    06/29 13:01:29 [892] mfn_CreateInetSession: Session is NULL for 'no proxy' setting .. Communication id bound to FAIL..
    06/29 13:01:29 [892] Throw Internet Exception, Error Code=0;AH: failed to open internet.
    06/29 13:01:29 [892] CInternetException: <IndexHeartbeatProc>: The operation completed successfully.
    06/29 13:01:29 [892] <PostEvent>going to post event=EVENT_SERVER_DISCONNECTED
    06/29 13:01:29 [892] <PostEvent>done post event=EVENT_SERVER_DISCONNECTED, return=0
    06/29 13:01:29 [892] <IndexHeartbeatProc>====== IndexHeartbeat Procedure stops at 13:01:29 ======
    06/29 13:01:29 [892] <IndexHeartbeatProc>Set Heartbeat Result= 0
    06/29 13:01:29 [892] <IndexHeartbeatProc>Sylink Comm.Flags: 'Connection Failed' = 1, 'Using Backup Sylink' = 1, 'Using Location Config' = 0
    06/29 13:01:29 [892] <IndexHeartbeatProc>Connection Failed! No Inet Session available for the proxy




  • 9.  RE: Client not connecting to SEPM

    Posted Jun 29, 2009 09:04 AM
    ADD both NAVSERVER and IP address to trusted Local Intranet list
    http://servername and IP address.

    Enabled server side logging for Secars in the IIS and see if you find this clients ip on the IIS logs on the server.


  • 10.  RE: Client not connecting to SEPM

    Posted Jun 29, 2009 10:25 AM
    I'd already added the NAVSERVER1 and IP address to the trusted sites.

    Here's some extracts from the server logs:-

    HTTPERR.LOG
    2009-06-24 15:47:21 150.1.3.94 1131 150.1.2.24 8014 HTTP/0.0 Invalid - 400 - Verb -
    2009-06-24 15:47:24 150.1.3.94 1132 150.1.2.24 8014 HTTP/0.0 Invalid - 400 - Verb -
    2009-06-24 15:53:12 150.1.3.94 1133 150.1.2.24 8014 HTTP/0.0 Invalid - 400 - Verb -

    W3SVC1\EX090626.LOG
    #Software: Microsoft Internet Information Services 6.0
    #Version: 1.0
    #Date: 2009-06-26 12:22:06
    #Fields: date time s-sitename s-ip cs-method cs-uri-stem cs-uri-query s-port cs-username c-ip cs(User-Agent) sc-status sc-substatus sc-win32-status
    2009-06-26 12:22:06 W3SVC1 150.1.2.24 GET /iisstart.htm - 80 - 150.1.2.18 - 200 0 0
    #Software: Microsoft Internet Information Services 6.0
    #Version: 1.0
    #Date: 2009-06-26 13:36:45
    #Fields: date time s-sitename s-ip cs-method cs-uri-stem cs-uri-query s-port cs-username c-ip cs(User-Agent) sc-status sc-substatus sc-win32-status
    2009-06-26 13:36:45 W3SVC1 150.1.2.24 GET /iisstart.htm - 80 - 150.1.3.94 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+5.1;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.4506.2152;+.NET+CLR+3.5.30729) 200 0 0
    2009-06-26 13:36:45 W3SVC1 150.1.2.24 GET /pagerror.gif - 80 - 150.1.3.94 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+5.1;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.4506.2152;+.NET+CLR+3.5.30729) 200 0 0
    2009-06-26 13:36:45 W3SVC1 150.1.2.24 GET /favicon.ico - 80 - 150.1.3.94 Mozilla/4.0+(compatible;+MSIE+7.0;+Windows+NT+5.1;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.4506.2152;+.NET+CLR+3.5.30729) 404 0 2



  • 11.  RE: Client not connecting to SEPM

    Posted Jun 29, 2009 10:39 AM
    The HTTPERR log is the correct one but the other one is not for the Symantec's website check if you have W3SVC2 or 3 or something 


  • 12.  RE: Client not connecting to SEPM

    Posted Jun 29, 2009 11:16 AM
    Just realised the dates on those logs are from last week, and are probably from me testing out IE to the server.

    Doesnt look like the PC is connecting to the server at all - if I cant think of a fix for the PC soon then I might have to rebuild it and see if that fixes the problem.


  • 13.  RE: Client not connecting to SEPM

    Posted Jun 29, 2009 11:26 AM

    When I run   http://navserver1:8014/secars/secars?hello,secars  from IE it logs the connection,
    but nothing seems to connect when I tell the SEP to update its policy.


    ---------- EX090629.LOG
    2009-06-29 15:09:39 W3SVC2 150.1.2.24 GET /secars/secars.dll hello,secars 8014 -
    150.1.3.94 GetWebFile/1.0 200 0 0
    2009-06-29 15:09:39 W3SVC2 150.1.2.24 GET /secars/secars.dll hello,secars 8014 -
    150.1.3.94 GetWebFile/1.0 200 0 0
    2009-06-29 15:09:39 W3SVC2 150.1.2.24 GET /secars/secars.dll hello,secars 8014 -
    150.1.3.94 GetWebFile/1.0 200 0 0


  • 14.  RE: Client not connecting to SEPM

    Posted Jun 30, 2009 12:12 PM
    Given up trying to fix it and have decided to reformat the PC.


  • 15.  RE: Client not connecting to SEPM
    Best Answer

    Posted Jun 30, 2009 03:01 PM
    Right click on the group name in SEPM and export the communication settings. This will also create a sylink file. Import this file on the client by the following method:
    1) Client GUI
    2) Help and Support - Troubleshooting
    3) Import tab under Communication Settings. (The tab might throw up an error stating the option is not for Managed clients. (This can be taken care of by making the client self managed by using the sylink.xml from the installer cd.)
    4) After the import, restart the client service once.


    PS : Do not use the Sylink Drop.


  • 16.  RE: Client not connecting to SEPM

    Posted Jul 01, 2009 08:07 AM
    Hi NRK

    I just cant believe that worked, after using SylinkDrop and SylinkReplacer, even replacing the Sylink.xml manually all to no avail.

    Had spent the morning going through all the software on the machine to check we had all the CD's and correct versions and was getting ready to Nuke it.


    I ran "SMC -STOP", then copied the default Sylink.xml on, ran "SMC -START"  which switched it to un-managed
    Then did the IMPORT and restarted the service, followed by a reboot just to make sure.
    Hey Presto - a little green dot

    Ran an UPDATE and SCAN, and moved it into its correct group to check its working.


    Thank you VERY much NRK