unexpected error and unable to communicate with reporting component

[Migration User]

Hello I have SEPM installed on an XP machine. The version of SEPM is 11.0.5002.333. I have continual errors, the first one as I log in is "Unable to communicate with the reporting component.". Then once in I get "unexpected error" in the windows home, monitor and report. I downloaded the SEP support tool and these are the errors, but I do not know how to fix these: Under Is Microsoft IIS configured? : Error SEPM Virtual Directories with incorrect permissions: Location Expected Actual /LM/W3SVC/1/ROOT None Scripts only Error SEPM Virtual Directories with incorrect paths: Location Path /LM/W3SVC/1/ROOT c:\inetpub\wwwroot Under can SEP communicate with SEPM? : Status Error Tests Error The Secars communication test failed for these consoles:Site Port Http Code Error 10.0.164.102 80 403 10.0.164.102 80 403 SHAAVMANAGER 80 403 Thank you for the help Tony

[Rafeeq]

its because of concurrent connections of xp
open IIS
right cick on default smtp server ( you can have only one site)
make the connections to 40
restart sepm services; log in now should work
you have clients already installed
make the heart beat interval to higher value
open sepm
click on clients
polices
click on communications
make the heart beat to 30 mins 

if above method fails fix the odbc as per this document

Unable to communicate with the reporting component after logging into the Symantec Endpoint Protection Manager

http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2008042212582048

[Migration User]

Do you  get any error in the event viewer fpr ASA 9.0

[Migration User]

I have followed through with the above suggestions from Rafeeq. I completed all of those and still getting the same message. I went to the link provided to fix the odbc. That has not worked either. The only step that I did not do is check the version of php, because in my case this is a clean install of XP Pro, with nothing else on the pc. I have also formatted twice and reloaded SEPM twice. I still get the unable to communicate with reporting as well as "unexpected error" being displayed on the pages.
I have checked the event viewer and I do see messages for ASA 9.0, but they are informational messages saying that I have started it, I do not see any errors.
 

[Rafeeq]

i think the problem is in the odbc as you said "That has not worked either" whats the error msg you get ?
here is the step to fix odbc.
start -run
odbccp32.cpl
click on system dsn
click configure
click on log in
id is : dba
pass: your sepm password
click on datbase ; put your server name
click network ; check tcp/ip 
IP=127.0.0.1:2638
test the connection if you are running on 64 bit you need to follow this doc 
http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2008021900094548

[Migration User]

Hi Rafeeq
What I meant to say when "this does not work either", is that I get the same message when starting SEPM. "unable to communicate with reporting component". Then I get "unexpected error" as described above. I have tried those steps you mentioned previously probably 3 or 4 times, I just tried it again and it does not fix the problem. When I test the ODBC connection, it says test successful. 

Note, this is on a 32 bit XP Pro system, freshly formatted and SEPM and OS is the only thing installed on the machine.  

[Rafeeq]

uninstall IIS
reinstall IIs
do a  repair of sepm from add / remove programs
try loggin in again.

[Migration User]

Hi Rafeeq
I will give that a go, and I will update you when I get it completed. Thanks for helping. Tony

[Migration User]

Hi Rafeeq
I uninstalled IIS, then rebooted, reinstalled IIS.
I then ran a repair of SEPM and rebooted.
So far, so GOOD. I am not getting any errors. I will keep this running for a few days and monitor, then let you know if all is ok.
Thank you for the help
Tony
 

[Rafeeq]

Great! thats a good news :) 

[Migration User]

Well, maybe I spoke too soon.
It was working fine this morning after I completed everything and I could see all reports and pages fine. Then I looked over at it a while ago and it is displaying "unexpected error" again on the home page. I think when it refreshed it messed it up again. I tried again to remove/reinstall IIS, then do a repair on SEPM. It worked again for about 30 minutes then began displaying "unexpected error".
Is there anything else I can try?
Thank you
Tony

[Migration User]

I ran the support tool and I have the following errors:
Under Is Microsoft IIS correctly configured?:

Error	SEPM Virtual Directories with incorrect permissions: Location Expected Actual /LM/W3SVC/1/ROOT None Scripts only
Error	SEPM Virtual Directories with incorrect paths: Location Path /LM/W3SVC/1/ROOT c:\inetpub\wwwroot

 
Under is SEPM using it's configured ports?:

Status	Error
Tests	Error No SepM IIS virtual directories exist which are properly located in the directory C:\Program Files\Symantec\Symantec Endpoint Protection Manager\Inetpub\. Check the report "Is Microsoft IIS correctly configured for Symantec Endpoint Protection Manager?"

[Migration User]

Can you verify if the directories actually exist in C:\Program Files\Symantec\Symantec Endpoint Protection Manager\Inetpub\?

You should have ClientPackages, content, Reporting, secars, secreg, and a web.config file.

[Migration User]

I see all the folders there in that directory, but I do not see a web.config file anywhere...
Thanks

[Migration User]

And just FYI, now it says unable to communicate with the reporting component again. Rebooted a couple of times and still same message. :(

[Migration User]

Are there any other websites hosted in IIS?  If not, let's clean slate and start over.  Make sure you have console access to the server (if you're using RDP, verify what session you're in with running 'set' from a command prompt. If you're not in SESSIONNAME = Console or TCP#0, you don't have console access.) 

 Uninstall SEPM & IIS, reinstall IIS, reinstall SEPM.  If we get the same errors/behavior, there's something environmental going on, possibly a restrictive GPO.  We'll take it one step at a time...

[Migration User]

Can you tell me how many clients you have connecting to the SEPM?

[Migration User]

Tbone and Kavin,
Thanks for the replies. I have about 300 clients, but only about 90 of them set up so far. I want to note that when I first set this up with just  my pc as a client for testing, it worked perfect, I never did see any of the errors. I would say after I added about 10 clients to it when it started happening.
I do not have any other sites hosted on IIS, this is a bare xp pro machine with nothing but SEPM and vnc viewer on it. I went ahead and uninstalled vnc viewer just to be sure this time. I have used RDP but for now the machine is at my desk and I am not using RDP to log into it.
I will go ahead and start over, uninstall SEPM and IIS, Then install IIS and SEPM. I will post back when I get this done.
Thanks again
Tony

[Rafeeq]

it may be because of concurrent connection limitation in XP
open sepm
clients 
policies
communication settings. make the heartbeat to 40 mins
check if that works.

[Migration User]

Adding to Rafeeq's comment,

While you can install SEPM on an XP machine there are several reason - unless you have no other choice - why you shouldn't.

- SEPM system requirements vs. XP desktop resources
Min RAM requirement for SEPM is 1GB, recommended is 2.  This is dedicated RAM for SEPM, not total system RAM.  There's a lot going on in the background w/SEPM, sharing resources on an already busy XP machine will most likely be an exercise in frustration.

- Desktop hardware vs. Server hardware
While SEPM may not be as mission critical as Exchange or SQL for your environment, it is managing a portion of your security infrastructure, and really needs to be on the most reliable platform possible.

- XP vs Server 2003/2008
XP is has been our friend for going on 9 years now.  While no roadmap has been given, you know Microsoft is going to start down the road of retiring XP at some point.  So from a pay me now, pay me later perspective, you're investing time now that will have to be duplicated if/when you have to move SEPM to a newer OS.

[Migration User]

Hi Rafeeq and Tbone
I am currently formatting the machine again and starting al over. I tried several times to uninstall SEPM and it kept giving all kinds of errors, so I thought it would be best to start with a clean plate. I will install only the OS, IIS and SEPM and report back.
I will also check those settings Rafeeq when I get it installed. I think I tried this earlier on the last install and we still had issues, same error messages. I will give it another try though.
This XP machine is XP Pro SP3, with 2 gigs memory. I do understand that 2003 Server would be a better platform. We do have a 2003 server here but I do not have access to it and I have already asked our HIS vendor if I could put SEPM on it, they will not let me. That is why I chose a new XP Pro machine for now. I would say in the future it will be different when we upgrade to server 2008, but I only have the option of using XP Pro for now.
I will report back when I get the machine formatted, and add IIS then SEPM only.
Thanks again

 

[Migration User]

Ok I am done and I have XP Pro SP3 installed. I installed all options of IIS. I then installed SEPM. I have not installed SEP on this pc yet, I thought I would wait until we try this out.
Thanks

[Migration User]

Another biggie is that XP's EULA limits the number of concurrent network connections to 10.  It is recommended to use Pull rather than Push for the client communication mode otherwise clients may be denied connection to the SEPM.

FYI, this document says SEPM on XP is supported for up to 100 clients.

Title: 'Best practices guide for installing the Symantec Endpoint Protection Manager (SEPM) on a Windows XP operating system.'
http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2009010714075548

sandra

[Migration User]

BAH! Ok, well it did the errors again. I am finding that if I have about 5 clients added, it works fine. I have now a total of 10 clients added. The software went to the login screen after a timeout, then I logged back in. The home page now displays "unexpected error", also the same for monitors and reports tab.
I also set my heartbeat to 40 mins on clients as per the above suggestion.
I looked at the guide that sandra.g provided, and added the port to the firewall for SEPM. I have also tried disabling the firewall, still I get the same message.
I have nothing but SEPM installed. Not even SEP on this pc.
Thanks

[Migration User]

You didn't specifically mention changing the communication mode from Push to Pull, which is in the guide I linked.  Push tries to maintain persistent network connections with the clients and so uses roughly double that of Pull.  Since this is apparently sporadic, I lean towards network connection resources, since the internal connections between console and manager itself are amongst those 10 available.

If you're intending on rolling out to 300 clients when all is said and done, an XP SEPM is probably not going to be sufficient, and it is not supported.

In your very first post, it's showing an HTTP 403, which means Forbidden.  Is this still occurring?  One other thought--double check that the in the Reporting component (for the Symantec Web Server in IIS) > Virtual Directory > Execute Permissions is set to "Scripts and Executables".  If it isn't, that could be the cause of the 403 error.

sandra

[Migration User]

The SEPM- Console uses 3 connections when open.This should be your problem.So do as follows
Keep the Heart Beat intervals to 1 hour and randomize it for 5 Minute .Also keep it in pull mode (Clients----> < The group which the clients reside>---->Policies (Right side)--- >Communication Settings)

[Migration User]

Sandra is exactly right with this. Please try her guide specficically setting the download radio button to pull mode at 60 minute intervals. I would also recommend not using the windows firewall at all (at least while we are still troubleshooting). In reality though this is going to be a headache with 300 clients until you can get upgraded to a Server operating system. I have heard of people running 100 clients from a XP pro system, and even then having the same connection problems, so again I would suggest trying to get a Server edition if there is anything you can do about it. 

Cheers
Grant

[Migration User]

Sandra Grant and AravindKM
I have changed this now to pull mode and the errors went away for now. I have also set heartbeat to 1 hour and random to 5 minutes. I am going to see if they will purchase a server for this application since this is not really a good environment to run it on. Thanks for the help, I appreciate it.

[Rafeeq]

great ! the hearbeat interval fixed the issue; i should have mentioned a higher value :) ; nice info from Sandra :) 

[Migration User]

You're welcome!

sandra