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After Internet Gateway 8.5 upgrade CEM agent getting error: The remote computer refused the network connection

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Article ID: 172778

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Updated On:

Products

IT Management Suite

Issue/Introduction

The customer upgraded the Gateway to 8.5 and CEM agents stopped communicating with the gateway.   Using psping to try to hit the gateway on port 443 generated the following error:   
The remote computer refused the network connection.

 The remote computer refused the network connection

You can also use Powershell Command Test-NetConnection <ipaddress> -port <port> to get similar results to PSPing:

ComputerName     : ServerName
RemoteAddress    : 1.1.1.1
RemotePort       : 443
InterfaceAlias   : tap06c3eff7-b0
SourceAddress    : 1.1.1.2
TcpTestSucceeded : True

More information on Test-NetConnection: https://docs.microsoft.com/en-us/powershell/module/nettcpip/test-netconnection?view=windowsserver2022-ps

Cause

If you have the Windows firewall turned on during installation of the gateway an inbound rule is created that causes the error.

Environment

ITMS 8.x

Resolution

This issue has been reported to the Symantec Development team for review.

Please try the following:

  1. Open the Windows Firewall on the Server where the Gateway is installed on
  2. Select "Inbound Rules"
  3. Select the "SMP Internet Gateway" incoming port and double click it.
  4. Select the "Programs and Services" Tab
  5. Select the "Services Settings" tab  (The apply to this service radial button is selected for Symantec Management Platform Internet Gateway)
  6. Change the "Apply to this server" radial button to "Apply to all programs and services"
  7. Save changes