Verifying SMP Server Name Resolution Errors

Products

• IT Management Suite

Issue/Introduction

How can I troubleshoot errors relating to the SMP (Symantec Management Platform) Server, Server name resolution?

Environment

ITMS 7.x, 8.x

Resolution

If errors appear in the NS or Agent logs relating to failures resolving the server name, try the following steps.     
 

• Try resolving the server name from a command prompt.
  1. Go to Start > Run, type command, and click OK.
  2. Type Ping <servername> and press Enter.
  3. Try the same command with your Fully Qualified Domain Name (FQDN).
  4. If neither Ping can resolve, you must fix your DNS or WINS issue. The clients need the ability to reach the server, and if the name cannot be resolved, this will inhibit the Altiris Agent's ability to communicate with the server.
• Try reaching the default website for the server where SMP Server is installed.
  1. Open up a browser.
  2. Type http://servername/ (or https://servername.example.com) and press enter.
  3. We should receive a custom page (if configured) or an under construction message. If you cannot access this page, IIS may not be configured to allow communication.
  4. On theSMP Server, open up IIS Manager.
  5. Right-click on the Default Website and choose Properties.
  6. Select the tab “Directory Security”
  7. Click Edit under Authentication and access control.
  8. Check both "Enable anonymous access" and "Integrated Windows authentication"
• How is the name of the server shown in the Symantec Management Agent UI window? Try changing from FQDN to NetBIOS (or the other way around if NetBIOS is listed).
  Use the AeXAgentUtil.exe /server:<servername>  utility to make the change (refer to KB 150353). (Note: Must put the server name in as shown in the Symantec Management Agent UI  interface or the registry).