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Symantec Endpoint Manager - unable to communicate with reporting component

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by matt.pott

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Hi,

We are running symantec endpoint 11 on a windows 2003 sbs server with 12 clients attached.

The management console version is 11.0.2020.56.

Having previously resolved an issue which basically prevented me from being able to log into the control panel by following advice found on the symantec support forum, I have now got another error which none of the suggested solutions will fix.

The error message is "unable to communicate with the reporting component" and is displayed when logging in to the program as the main admin.

I have tried the following already:
(instructions lifted from symantec forum)

==============================================
Open ODBC

Select Configure on the SymantecEndpointSecurityDSN

Under the LOGIN tab set it to Supply User ID and password and type:

User ID: dba

Password: Login password to the SEPM

Under the DATABASE tab configure these options:

Server Name: Name of Server

Database Name: sem5 (if you are using the embedded database)

Under the NETWORK tab configure these options:

Check TCP/IP and enter: "host=IPAddressofServer" without the quotes.

Now test connection. You should receive Connection Successful.

Restart the IIS Admin service.

==============================================

When completing these steps, i do recieve the connection successful message however the issue remains.

I have checked for ports being blocked using online checkers and also the management console for the firebox hardware firewall, although i doubt that is the issue anyway. There are no other port conflicts.

Reinstalling and reconfiguring several times has not helped, neither has restarting the server.

So, my question is, does anyone have any other ideas as to what could be causing this problem?

I hope i have provided enough information, any help would be much appreciated.

Thanks
MP

4 replies

by robo_dev

and the issue is you cannot connect from your workstation to the server?

What OS is the workstation?

What Browser? Are you using a proxy?

What JAVA version on the workstation.

Some people have reported that that changing from Java6Update7 to Java6Update10 (or 11) breaks the use of the SEP Management Console.

Another thought would be that something like the XP firewall settings are blocking a port.

Below copied from Symantec:

The Symantec Policy Manager uses two web servers: Internet Information Services (IIS) and Tomcat. IIS uses port 80/443 and Tomcat uses port 9090/8443. The communication between IIS and Tomcat uses the HTTP protocol. IIS uses port 9090 to talk to Tomcat, Tomcat uses port 80 to talk to IIS.

Client-Server Communication:
For IIS SEP uses HTTP or HTTPS between the agents or Enforcers and the server. For the client server communication it uses port 80/443 by default. In addition, the Enforcers use RADIUS to communicate in real-time with the Policy Manager for agent authentication. This is done on UDP port 1812.

Remote Console:
9090 is used by the remote console to download .jar files and display the help pages.

8443 is used by the remote console to communicate with Symantec Policy Manager and the Replication Partners to replicate data.

Client-Enforcer Authentication:
The agents communicate with the Enforcer using a proprietary communication protocol. This communication uses a challenge-response to authenticate the agents. The default port for this is UDP 39,999.

http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2007090614430148

by matt.pott

Hi Robo, thanks for replying

The issue is nothing to with windows logon and i am only accessing the program from the servers desktop (via remote desktop from an xp workstation). Whats happening is that i can log onto the management console but during the logon process i'm getting the error message "unable to communicate with reporting component".

Once i click ok, the rest of the program loads, but the first three tabs (home, monitors and reportS) just show blank white screens and the console seems to think all of the clients are unmanaged.

The OS of the server is win sbs 2003, all patched and up to date.

The only browser installed is the default windows internet explorer 6.0.3790.3959. Did attempt an upgrade to 7 but found out its not possible on win server 2003. There is no proxy as such, but all internet traffic does pass through a soho firebox hardware firewall, however i did not think this should be an issue as i am trying to access the program locally.

The java version on the server is SE 6, update 11 (i am listing everything on the server, as far as i know the only thing i'm using the workstation for is accessing the remote desktop connection).

Interesting thought re the java version breaking it, we run the openfire server for our internal instant messaging client, if its not going to prevent that from running i might try rolling back to see if that helps.

I tried to access windows firewall settings but i think endpoint disables it, i know it definately does on client machines. When attempting to load its properties from the control panel i get the message "Windows firewall cannot run because another program or service is that might use the network address translation componen (inapt.sys))".

I've scheduled the internet going off for half an hour at 4.30 this afternoon so i can get to the firewalls control panel and have another look through there to double check the ports you've listed above and i'll also give the java version a try - although i was under the impression this may be taking a security risk?

Thanks again for your detailed reply, at a total loss with this one and any help is much appreciated.

by juanfrax

log off SEPM, go to start, control panel, administrative tools, ODBC, system DNS, config, client configuration and uncheck dinamically determinate port, write 1433 below, make acept, make test success to finish restart the server.
works for me.

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