Agents fail to connect, activate, or update definitions

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Article ID: 158621

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Updated On:

Products

Endpoint Protection Small Business Edition (Cloud)

Issue/Introduction

Symantec Endpoint Protection Small Business Edition (SEP SBE) agents fail to connect, activate, or update definitions.

To prevent these issues, you need to know which URLs that SEP SBE requires access to.

Cause

A proxy or content filtering appliance in your network environment is likely blocking connection the Symantec.cloud servers, or a content filtering appliance is corrupting the content.

Resolution

To maintain proper functionality, SEP SBE agents require access to the following URLs over ports 80 and 443. A CSV with these URLs can be found below:

Note: If an application firewall is in use, the whitelist should extend to the IPS section, and you need to disable "Deep Packet Inspection"

URL Function
hb.lifecycle.norton.com Heartbeat check-in
liveupdate.symantecliveupdate.com Virus definition updates
ratings-wrs.symantec.com Back-end eeporting
stats.qalabs.symantec.com Fault data collection analysis server
shasta-rrs.symantec.com Reputation database
csasmain.symantec.com Primary activation URL 
csasalt.symantec.com Secondary activation URL 
cloudconnect2.norton.com CloudConnect activation URL

heartbeat.cmes.symanteccloud.com

Keepalive messages are submitted to and from this URL for online or offline status.

message.cmes.symanteccloud.com

PA, AV, and BA messages are transmitted to and from this URL for in-depth status (viruses, backup messages, etc).
ins.spn.com Installation URL for installing PA, AV, and BA. The extractor uses this URL.
https://hostedendpoint.spn.com Management console
https://manage.symanteccloud.com Partner management console
https://activate.symanteccloud.com Activation
http://help.elasticbeanstalk.com Help system
http://symantechelp.com Help system

Alternative option

Alternatively, whitelisting the following domains will help ensure proper client communications:

  • *.norton.com
  • *.symantec.com
  • *.symantecliveupdate.com
  • *.spn.com
  • *.symanteccloud.com

Testing

To learn how to test and confirm connectivity to installation and activation URLs, see Errors or failures when installing or activating agents.

Attachments

SBE_Cloud_URLs.csv get_app