Symantec® Proactive Support via Call Home IP Address Change Notification


Please read this entire notice, as it may affect your service availability.


Certain Symantec Appliances include a “Call Home” feature that will from time to time track and collect certain hardware and software operating information for support purposes, including in connection with Symantec’s delivery of certain proactive support services (“Proactive Support”).


Symantec is moving the Proactive Support appliance monitoring site to a new data center, to ensure that we continue to offer reliable proactive support service. While this data center move will not affect service availability or incur any downtime outside of regularly scheduled maintenance windows, the IP address for Proactive Support will change.


The secure communications channel for the CallHome monitoring agent in NetBackup Deduplication or Backup Exec Appliance to Proactive Support (at is over SSL on standard https port and protocol (443/tcp).  


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


If you currently restrict outbound communication by IP address from your Symantec Appliances to Proactive Support, you must update the IP addresses in your outbound restrictions by July 9, 2012, to ensure uninterrupted Proactive Support service. Please contact Symantec Technical Support, using the information at, to obtain the new IP addresses.

Proactive Support

If you have any questions about CallHome functionality in Symantec appliances or Proactive Support, please refer to TECH190567 ( or please contact Symantec Technical Support at



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



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