This article describes how to troubleshoot client-to-manager connectivity issues. To quickly check if this issue exists or has been resolved on the computer, download and run SymDiag.
About communication problems
About checking the communication between the client and the management server
Viewing the client status in the management console
About the client status icon on the client
Viewing the policy serial number
About performing a manual policy update to check the policy serial number
Using the ping command to test the connectivity to the management server
Using a browser to test the connectivity to the management server
Using Telnet to test the connectivity to the management server
Verify the Windows Firewall is not enabled on the management server (SEPM) or the client.
Windows Server 2003:
Use the netsh command line to disable the firewall:
netsh firewall set opmode mode = disable
Windows Server 2008
Server 2008 uses a profile based approach to the firewall settings. Again, use the netsh command but you will need to specify profile you want to configure (or disable in this case):
netsh advfirewall set
Values for <profile>
allprofiles - change the settings for all the profiles.
currentprofile - change the setting for just the current profile.
domainprofile - change the settings for the domain profile.
privateprofile - change the settings for the private profile.
publicprofile - change the settings for the public profile.
If SEPM and its associated processes (Tomcat, IIS, etc..) are the only applications on this server, we recommend using the "allprofiles" profile for the command line; otherwise choose the appropriate profile.
1. Click Start, click Run, type Firewall.cpl, and then click OK.
2. On the General tab, click Off
3. Click OK.
Windows Vista/Windows 7
Note: The Windows Firewall should be under control of the SEP client, however this is still a good check regardless.
1. Click Start button , Control Panel, Choose Security (System and Security in Windows 7), and then click Windows Firewall.
2. Click Turn Windows Firewall on or off. If you are prompted for an administrator password or confirmation, type the password or provide confirmation.
3. Click Off, and then click OK.
Checking the IIS logs on the management server
"Symantec Endpoint Protection Manager 11.x communication troubleshooting." at:
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This will clear the history and restart the chat.