The OfficeScan client is successfully installed, however, the following are experienced after the installation:
- Moving the mouse over the client icon in the system tray shows that it is reporting as offline and Reputation Service reconnecting.
- The client is not listed in the OfficeScan management console.
- Checking the server name, domain port, and client listening port shows the correct value although clients are reporting as offline and are not in the web console.
These issues happen because of Domain Name System (DNS) problems in the network. If the machine cannot resolve the host name, FQDN (Fully Qualified Domain Name), and IP address of the OfficeScan server, these issues will be encountered.
To resolve this, make sure you meet the following configuration:
- The client machine can ping and resolve the OfficeScan server's IP address, host name, and FQDN.
- The client machine can access the Uniform Naming Convention (UNC) path of the OfficeScan server using the host name and IP address.
If the issue still persists, create the necessary resource records on the DNS server for the machine. To do this:
- Open the DNS manager on the DNS server.
- Click on the DNS server and choose the Primary Zone where the DNS resource records are stored.
- Add the necessary resource records (Host, Name Server, Alias and other records) for the client machines to be able to resolve the host name, FQDN and IP address of the OfficeScan server.
- Right click the DNS server in the DNS manager and choose Clear cache.
- Right click the DNS server in the DNS manager and choose All tasks > Restart.
You should now be able to resolve the host name, FQDN and IP address of the OfficeScan server from the affected machine.
If you do not have access to the DNS server to add resource records, you may edit the hosts file on the client machine and add the necessary entry for the machine as a workaround.
Do the following:
- On the affected machine, go to the ..\Windows\System32\Drivers\etc directory.
- Open the hosts file using Notepad or Wordpad.
- Add a line indicating the IP address of the OfficeScan server and its host name (Example: 10.100.200.1 OfficeScan)
- Add a line indicating the IP address of the OfficeScan server and its FQDN (Example: 10.100.200.1 OfficeScan.server.tm)
- Save the file.
- Open a command prompt window and type the command "ipconfig /flushdns" to clear the machine’s local DNS cache.
You should now be able to resolve the host name, FQDN and IP address of the OfficeScan server from the affected machine.
If the problem persists, refer to this KB article: Use the IpXfer tool to reestablish the communication of the client to server.
