Clients no longer communicate with the Symantec Endpoint Encryption Manager

Products

• Endpoint Encryption

Issue/Introduction

Clients are no longer able to communicate with the Symantec Endpoint Encryption Manager despite having worked prior. There were no problems experienced when creating the Framework package.

Symptoms
Clients are no longer checking in and when forcing the client to check in it says that it failed to communicate with the Manager.

Cause

The password for the account that the clients have been set to use to authenticate to IIS on the Manager has expired.

Resolution

To verify this is the issue try logging into the server itself with the IIS user that was created for the clients to use to communicate with, if the password is expired you will be notified of such when trying to log in with this user.

Reset the password to the same password it was prior on this account and set the password to not expire.

Clients should now be able to communicate successfully.