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Edge device cannot connect to Service Center after upgrading the Security Management server to R75 via SecurePlatform WebUI

Solution ID: sk64180
Product: Security Management, Edge
Version: R75
OS: SecurePlatform, SecurePlatform 2.6
Platform / Model: Intel/PC, Smart-1
Date Created: 07-Jul-2011
Last Modified: 29-Aug-2011
Symptoms
  • Edge device cannot connect to Service Center after upgrading the Security Management server to R75 via SecurePlatform WebUI.
  • When the Edge tries to connect to the Service Center manually, the attempt times out with the message: 'Service Center did not respond'
  • SMS process is not running on the Security Management server at all and cannot be started.
    This can be verified by running the commands:
    ps aux | grep sms
    netstat -anp | grep sms
  • SmartView Monitor shows Edge devices as 'Disconnected'.
  • Debug of SMS daemon per sk60780 shows:
    Info-65002: Management server demo1 version 8.1.0.18 is going up
    Error-65000: Error: unknown host name demo.sofaware.com
Cause

During the upgrade via SecurePlatform WebUI, the 'Edge Compatibility' Directory was not upgraded to R75 version.


Solution
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