Why do all endpoints appear as disconnected in the ESM Console?
The Health page of the ESM Console reports that all endpoints are disconnected even when the endpoint can reach the ESM Server.
- The ESM Server does not meet the prerequisites.
- The Endpoint Security Manager Core service stops and must be restarted. This occurs if you wait more than one hour to install the license key after initially installing the ESM Console software.
- Inbound traffic is not allowed on the port associated with the ESM Server (default is 2125).
After each step in the following procedure, verify if Traps can connect to the ESM Server by selecting
Check-in now. If Traps still can’t connect to the server proceed to each subsequent step until the issue is resolved.
- Verify that the server meets the prerequisites.
- Verify that the Traps service is running on the endpoint.
- Open the Services Manager:
- Windows XP: From the Start Menu, select.Control PanelAdministrative ToolsServices
- Windows Vista and later: From the Start Menu, select.Control PanelSystem and SecurityAdministrative ToolsServices
- Locate the Traps service (called CyveraService in older versions of Traps) and verify that the service status isStarted.
- If the service status isStopped, double-click the service, then selectStart. ClickClose.
- Verify that the Endpoint Security Manager core service is running on the ESM Server.
- Open the Services Manager:
- Windows Server 2008: From the Start Menu, select.Control PanelAdministrative ToolsServices
- Windows Server 2012: From the Start Menu, select.Control PanelSystem and SecurityAdministrative ToolsServices
- Locate the Endpoint Security Manager core service (called CyveraServer in older versions of the Endpoint Security Manager) and verify that the service status isStarted(Windows Server 2008) orRunning(Windows Server 2012).
- If the service status isStoppedorPaused, double-click the service, then selectStart. ClickClose.
- Verify that the port for the ESM Server is open on the Windows Firewall (default is 2125).
- To check port access from the endpoint:
- Open a command prompt as an administrator.
- Enter the following command to telnet to port 2125 on the ESM Server:C:\>telnet <esmServerName> 2125where<esmServerName>is the hostname or IP address of the ESM Server.
- If you are unable to telnet to port 2125, create an inbound rule to open that port:
- Open the Windows Firewall advanced settings:
- Windows Server 2008: From the Start Menu, select.Control PanelWindows FirewallAdvanced Settings
- Windows Server 2012: From the Start Menu, select.Control PanelSystem and SecurityWindows FirewallAdvanced Settings
- SelectInbound Rules.
- Create a new rule to allow Traps to communicate with the Endpoint Security Manager on port 2125 by selecting the New Rule wizard and following the guided instructions.
- Verify that you can now telnet to port 2125 on the ESM Server from the endpoint.
- Temporarily disable Windows Firewall.
- Open the Change Action Center settings:
- Windows Server 2008: From the Start Menu, selectControl Panel. Double-clickAction Centerand selectChange Action Center settings.
- Windows Server 2012: From the Start Menu, select. Double-clickControl PanelSystem and SecurityAction Centerand selectChange Action Center settings.
- Deselect theNetwork firewalloption.
- Verify that connectivity is restored between Traps and the ESM Server.From the Traps Console, clickCheck-in now. If the connectivity is established, the connection status appears asSuccessful. If the problems persists, contact Palo Alto Networks support.
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