Unable to ping or connect to Symantec Encryption Management Server (formerly PGP Universal Server) with multiple network interface cards installed after a PUP update

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Article ID: 158001

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Updated On:

Products

Encryption Management Server Gateway Email Encryption

Issue/Introduction

There is a known issue that can occur sometimes when updating the Symantec Encryption Management Server (SEMS) or PGP Universal Server. This problem occurs when updating from one major release version to another that requires a kernel update and/or an update of various other packages on the system. If you have several network interfaces cards installed in the system. An update to a newer version may change around which interface is detect as Interface 1 verses Interface 2 and so on.

Some examples of where this has occured is when updating from version 3.2.0 to 3.3.0 or 3.2.1 to 3.3.0.

Cause

Sometimes the PUP update release versions of the server require a kernel update or an update of network interface card drivers. This can sometimes change the behavior of how the underlying operating system that we use for the server detects the hardware. Restarting the server will most likely not fix the problem in this case.

Resolution

Try swapping ethernet cables connected to the server around.

If you have problems after attempting to swap the cables around please contact Symantec Technical Support.


Applies To

Symantec Encryption Mangement Server (SEMS) or PGP Universal Server with multiple onboard network interface cards and (possibly) additional add-on Network Interface Cards installed

PUP update which requires a kernel and/or Network Interface Card driver update