Symantec® Proactive Support Monitoring Service IP Address Change Notification


On July 9, 2012 will move to a new datacenter.  This move will cause a change in IP address used for the service.

If you do not restrict outbound communication from your Symantec Appliance to the internet on standard https port and protocol (443/tcp), no action is required for this update.

Error Message

CALLHOME status: Not able to upload callhome data
Error: Unknown device_code
Please contact Symantec Support to resolve this issue



To ensure that we continue to offer the most reliable service, Symantec is moving the SymAppMon site (Appliance Monitoring) to a new data center. While this data center move will not affect service availability or incur any downtime outside of regularly scheduled maintenance windows, many of the IP addresses for the Proactive Support Appliance Monitoring Service will change.


If you currently restrict outbound communication from your Symantec Appliances to Proactive Support, you must update the IP addresses in your outbound restrictions by July 9th, 2012, to ensure uninterrupted Proactive Support service.

Prior to July 9, 2012 the IP address for are:, ,  and
As of the cutover date on July 9, 2012 the new IP addresses will be: and

Customers with a current support agreement may access Technical Support information at the following URL:





Applies To


Symantec Appliances using the Call Home feature.

Backup Exec 3600

NetBackup 5000
NetBackup 5020
NetBackup 5200
NetBackup 5220

Terms of use for this information are found in Legal Notices.



Did this article answer your question or resolve your issue?


Did this article save you the trouble of contacting technical support?


How can we make this article more helpful?

Email Address (Optional)