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SafeGuard Client 5.50 Failed to Receive Policy/Key/Certificate, No Server Contact

ehsu

Hi all,

I am new to SG and was assigned to manage SG encryption solution/troubleshoot issues. Unfortunately, there weren't any documentation/troubleshooting guide that I could find both on forum/internet/internal.

Can someone give me some pointers on how to troubleshoot Client/Server communication issues? This issue is happening to a selected few clients in WinXp and 7.

Basic Steps I've done:

- ran ClientPreinstall.msi, ran SGNClient.msi, ran SSL550.msi, all successfully, rebooted

- management server is responding to ping

- did http://server/sgnsrv, checkconnection, but there test button isn't not shown on the page

- ran sgnstate /l

Operating system : Windows XP
Product version : 5.50.8.13
POA type : SGN
Power On Authentication: n/a
WOL : n/a
Server name :
Logon mode : SGN UID
Client activation state: ENTERPRISE
Last data replication : 2014-02-13 15:31:11
Last policy received :
Return code : 0

Volume info :
Name Type Status Algorithm
--------------------------------------------------------
C: HDPART not encrypted n/a

- Client status says server not contacted yet, user state: SGN guest, Data packets prepared for transmission: stuck at 35.

I've read the best practice guide, but no troubleshooting steps were found in the guide, either. Why would this be happening only on a few machines?

Any help is much appreciated, Thank you!

:47335


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  • 0

    - Did the Invoke test successfully on the server via iis manager 6:

    <WebService>OK</WebService><DBAuth>OK</DBAuth>

    I've gone through the "Analysizing Client Server Communication" pdf. Erverything checks out except for the SSL cert, I have no idea what SSL was package in the ClientConfig.msi that got installed localled. As I search for the cert in the certificate store by the server common name, or the FQDN, none was found. I didn't think this was an issue because on my Win7 laptop, I also did not find a SSL issue from/to: for the management server, and my win7 laptop was able to communicate successfully.

    Really need help on this, much appreciate if anyone can provide any other ideas, or need to open a case with Sophos support. Thank you!

    :47341
Reply
  • 0

    - Did the Invoke test successfully on the server via iis manager 6:

    <WebService>OK</WebService><DBAuth>OK</DBAuth>

    I've gone through the "Analysizing Client Server Communication" pdf. Erverything checks out except for the SSL cert, I have no idea what SSL was package in the ClientConfig.msi that got installed localled. As I search for the cert in the certificate store by the server common name, or the FQDN, none was found. I didn't think this was an issue because on my Win7 laptop, I also did not find a SSL issue from/to: for the management server, and my win7 laptop was able to communicate successfully.

    Really need help on this, much appreciate if anyone can provide any other ideas, or need to open a case with Sophos support. Thank you!

    :47341
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