How can I test SEP client to GUP and GUP to SEPM communication
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How can I test SEP client to GUP and GUP to SEPM communication

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Article ID: 153862

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Updated On:

Products

Endpoint Protection

Issue/Introduction

  • There appears to be an issue with communication between a Group Update Provider (GUP) and Symantec Endpoint Protection (SEP) client or the GUP and Symantec Endpoint Protection Manager (SEPM). 
  • SEP clients don't get any virus definition updates if they are set to get updates from a GUP.

Cause

During GUP troubleshooting it is best to try and rule out third party connection issues such as DNS, firewalls, or proxy errors. 

Resolution

Use a browser and the contentinfo.txt for troubleshooting the connection and the transfer of files between computers.  The File ContentInfo.txt exists on the SEPM and lists the content updates that the SEPM has. The instructions below use the default ports of  8014, 443, and 2967 for communication. If custom ports are being used please update the commands accordingly. 


SEP TO GUP
http://<GUP IP>:2967/content/ContentInfo.txt

SEP TO SEPM
http://<SEPM IP>:8014/content/contentinfo.txt
or
https://<SEPM IP>:443/content/contentinfo.txt

GUP TO SEPM
http://<SEPM IP>:8014/content/contentinfo.txt
or
https://<SEPM IP>:443/content/contentinfo.txt
 

Test whether it is possible to telnet to Port 2967 on the GUP and see the connection in the GUP logs.

  • On the client computer, make sure the Telnet service is enabled and started.
  • Open a command prompt and enter the Telnet command. For example:
  • telnet <GUP IP> 2967

If the Telnet connection fails, verify the client's DNS service and check its routing path.

Additionally, basic network testing of the network segments between the SEPM, associated GUP and associated SEP clients should be checked.
for example: {While at the command prompt at the SEP client.} Tracert GUP_IP or GUP_FQDN

Trace Route (Tracert) will display the number of hops from the source to the destination.  It will also show the amount of latency involved on a per hop basis.
Ideally, there will be as few hops between associated systems as possible and the latency will be under 20 Milliseconds per hop.