Symantec System Recovery (SSR) Monitor fails to connect to SSR client computer -- Troubleshooting Checklist

Problem

When Symantec System Recovery (SSR) Monitor fails to connect to the SSR client computers, use the following checklist

  • Ensure that installation instructions are followed, including firewall exception rules. The ReadMe.htm for SSR 2013 R2 is attached to this document and can also be found where SSR Monitor is installed at C:\Program Files (x86)\Symantec\Symantec System Recovery Monitor\Docs\ReadMe.htm.
  • See page 35 and page 165: SSR 2013 User's Guide for installation instructions. 
  • Add an exception to the system firewall for C:\Program Files\Symantec\Symantec System Recovery\Console\VProconsole
  • Ensure that the Symantec System Recovery service (VProSvc.exe) is operational.
  • The user account used to connect to the SSR client has the necessary administrator rights.
  • Attempt to connect using the IP address of the machine. If IP address connects while NetBIOS and hostname don't, rule out DNS issues.
  • Run Windows Update on each machine and ensure all important updates are applied. (Certain operating systems require depencancies that were built into Microsoft Updates.)
  • SSR and SSR Monitor 2013 should be installed on the same computer, as SSR Monitor facilitates ‘1-to-1 mgmt’ feature using local SSR console.
  • Follow the steps in www.symantec.com/business/support/index, then test the connection to the remote client/agent from the local SSR 2013 console. The local console requires BESR 2010 SP5, SSR 2011 SP3 or SSR 2013. 
  • Add the DCOM port (Default is TCP port 135) and Symantec System Recovery service (Vprosvc.exe) to the firewall exceptions list. 
  • Symantec System Recovery Service must be running and functional on the SSR Monitor computer.
  • Turn off UAC (User Access Control) on the client computer (http://windows.microsoft.com/en-us/windows-vista/Turn-User-Account-Control-on-or-off). This is necessary when using a 'standard' user in workgroup environment, or a domain user with restrictive permissions in domain environment. UAC's security mechanism does not allow SSR Monitor to connect to the SSR agent on the client computers. (See http://support.microsoft.com/kb/951016)
  • Ensure that the Simple File sharing option is disabled on Microsoft Windows XP (All Editions) and Microsoft Windows Server 2003 (All Editions)
  • One SSR Monitor session per machine. If multiple users are logged into the machine (including remote connections), only one can use SSR Monitor.

Solution

 Follow the above steps to troubleshoot connection issues.

 

 

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