The SEP clients are checking in but not getting the latest signatures or policy updates from the SEPM

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Article ID: 156000

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Updated On:

Products

Endpoint Protection

Issue/Introduction

The Symantec Endpoint Protection (SEP) clients are checking in and communicating with the Symantec Endpoint Protection Manager (SEPM), but are not getting updates from the manager.

The SEPM appears to be updating but no delta packages are being created.

The folders in the SEPM\Data\outbox\agent folders have not updated and do not update when a policy is changed or when new definitions arrive.

SEP Clients are not getting updated definitions from the SEPM.

Cause

The SEPM and the database are not communicating with each other and are not updating the folders to tell the clients they need updating.

Resolution

Tried restarting the Symantec Endpoint Protection Manager Webserver service and see if changing a policy on a group - updates any of the folders in the SEPM\Data\Outbox\Agent folders.
If any folder updates, this will allow the clients to check in and get updates from the SEPM.

If after changing the policy on several groups fails to update any of these folders, then it will necessary to run the Management Server Configuration Wizard to resolve the issue.
To run, first make sure the password for the database is known.  This is the original password that was used to get into the SEPM.

1.  To run this tool go to StartAll  Programs > Symantec Endpoint Protection  Manager > Symantec Endpoint Protection Manager Tools and select the Management Server Configuration Wizard.

2.  Run the tool and when it asks for the password, this is the password that was used to access the SEPM for the first time.

3. Once the tool has been run the clients will show they are off line and start to check in depending on what communications settings.  This could take an hour or more.

4.  After about 10 minutes the folders in the SEPM\Data\outbox\agent will start to update and then the clients will start to update.


Applies To

Symantec Endpoint Protection 12.1

Windows supported OS