SEP 14.3 RU3 client cannot use system proxy settings to connect SEPM

Products

• Endpoint Protection

Issue/Introduction

Upon upgrading SEP version to RU3 or RU4 the system proxy setting are not honored and SEP client fails to connect to the SEPM and comes up with a "timeout was reached" error message. 

Environment

SEP (Windows) with out a direct access to SEPM. 

Proxy configured to connect to SEPM

Cause

Proxy priority issue, which result in "time out" error message.

cve.log will show:

[DEBUG] Setting CURL to use system proxy = [thread:b20]
[DEBUG] CURLcode = 28 ('Failed to connect to xxxx port 443: Timed out') [thread:b20]
[WARN ] CURL time out. failed! [thread:b20]
[2022-May-31 10:22:58.894606] [DEBUG] Interrupted while downloading /secars/secars.dll?action=12&hostid=AF12F9D40A5CC2884C5E23C2111255BF&chk=E662C117D7F7FB91D6AD50CD330A56CD&ck=C5E82FC0DDA1D999E375957EBFC599D6&uchk=245EA3DB8B8182E2A949F7080C66ABC0&uck=E0EFD0E908268BBA975EB5721824865A&hid=8EE1D2D586F7D8CC59926DA88832983C&groupid=000C49D90A5CC288206B012088D802C5&ClientProductVersion=14.3.5413.3000&mode=0&hbt=300&as=187&cn=[hex]4445534B544F502D4230343148344D&lun=[hex]61646D696E&udn=[hex]4C6F63616C436F6D7075746572
Downloaded 0 and uploaded 0 bytes. [thread:b20]
Heartbeat failed [thread:b20]

Resolution

This issue is fixed in Symantec Endpoint Protection 14.3 RU6.  For information on how to obtain the latest build of Symantec Endpoint Protection, see Download the latest version of Symantec Endpoint Protection

Work around to this issue is as follows:

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Symantec\Symantec Endpoint Protection\SMC---> "proxyList" REG_SZ

(For 14.3 RU5 64-bit version Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\Symantec Endpoint Protection\SMC---> "proxyList" REG_SZ)

Create above registry value and update it with working proxy at least one or you can add Semicolon ( ; ) separated list as well.

 <Server1 IP>:<Port number>; <Server2 IP>:<Port number>

Additional Information

If massive deployment needs to happen, Host Integrity policy can be created to deploy the new registry key. Please get in contact with support for assistance in creating the HI policy.

CRE-10356