EXCEPTION: SndException ==== Reason Code: 0, Reason:fail to import from profile because it's not a good profile" clients will stop communicating to the manager

Products

• Endpoint Protection

Issue/Introduction

Clients will stop communicating with the manager and show as OFFLINE-ROAMING in the SEPM.  Updating the clients with a new sylink will resolve the issue for a period of time, however the clients return to this state after a few hours or several days.

In the SEP client system logs you will see the error:

10/14/2021 9:01:58 AM 302449159 0 Error "=======EXCEPTION: SndException ==== 
Reason Code: 0, Reason:fail to import from profile because it's not a good profile" Smc

After this error there is no longer any heartbeat or communication with the SEPM.

Cause

This happens in a hybrid bridge environment where the SEPM is enrolled into the cloud.  It requires that the policy has a location that has it's own "Communication Settings".

When processing the policy file it triggers a newer "serfdef.dat" with a wrong XML tag.

Resolution

This issue is resolved in 14.3 RU5 clients, upgrade to this version to resolve or prevent this from occurring. 

To work around this issue until you're able to upgrade, modify the policy so that all locations use the default setting to use "Group Communication settings". 

To modify this value if not set at Group, click Tasks and make sure the box is checked for "Use Group Communication Settings"

Then re-sylink the client with the new sylink.xml and restart smc service.  

• https://techdocs.broadcom.com/us/en/symantec-security-software/endpoint-security-and-management/endpoint-protection/all/managing-the-client-server-connection-v26173180-d15e3300/exporting-the-client-server-communications-file-sy-v73083950-d19e2761.html