Unable to communicate with Symantec to register

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Article ID: 197133

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Updated On:

Products

Messaging Gateway

Issue/Introduction

When trying to register the SMG License, the error: "Unable to communicate with Symantec to register. Please check your connection settings, and try again. Connection error 60:SSL certificate problem, verify that the CA cert is OK.

Environment

Component: Symantec Messaging Gateway

Resolution

This issue is usually caused by communication blocks between where the product is installed and our authentication servers. Here is the best way to troubleshoot network connection issues:

Test DNS:
command:  nslookup register.brightmail.com

Example Results:
Server:         127.0.0.1
Address:        127.0.0.1#53

Non-authoritative answer:
Name:   register.brightmail.com
Address: 143.127.103.14
Name:   register.brightmail.com
Address: 216.250.24.63

Test connectivity:

command: telnet register.brightmail.com 443

Example Results:
Trying 216.250.24.63...
Connected to register.brightmail.com.

If you can't access your firewall or other appliance directly, get your network admin to watch the logs while you attempt to connect.

Have your firewall team or F5 team bring up real time logs and then try to connect/register the Gateway. Make sure the WAN port is set to 1500. Then test again.

Additional Information

If you are on SMG 10.6.5 or older see this below document:

https://knowledge.broadcom.com/external/article/189124/messaging-gateway-1065-and-earlier-canno.html

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