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SafeGuard Client 5.50 Failed to Receive Policy/Key/Certificate, No Server Contact

ehsu

Hi all,

I am new to SG and was assigned to manage SG encryption solution/troubleshoot issues. Unfortunately, there weren't any documentation/troubleshooting guide that I could find both on forum/internet/internal.

Can someone give me some pointers on how to troubleshoot Client/Server communication issues? This issue is happening to a selected few clients in WinXp and 7.

Basic Steps I've done:

- ran ClientPreinstall.msi, ran SGNClient.msi, ran SSL550.msi, all successfully, rebooted

- management server is responding to ping

- did http://server/sgnsrv, checkconnection, but there test button isn't not shown on the page

- ran sgnstate /l

Operating system : Windows XP
Product version : 5.50.8.13
POA type : SGN
Power On Authentication: n/a
WOL : n/a
Server name :
Logon mode : SGN UID
Client activation state: ENTERPRISE
Last data replication : 2014-02-13 15:31:11
Last policy received :
Return code : 0

Volume info :
Name Type Status Algorithm
--------------------------------------------------------
C: HDPART not encrypted n/a

- Client status says server not contacted yet, user state: SGN guest, Data packets prepared for transmission: stuck at 35.

I've read the best practice guide, but no troubleshooting steps were found in the guide, either. Why would this be happening only on a few machines?

Any help is much appreciated, Thank you!

:47335


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  • 0

    Hi Ehsu,

    the SSL certificate itself is never part of the client configuration package it just defines how the client contacts the server.

    Have you checked if you can reach the server using the address that was configured in the init.xml using SSL (without warning about a not trusted certificate) ?

    It is important that the SSL certificate is available in the certstore of the machine (and not of the user) otherwise the communication will fail. If the SSL certificate was issued by your PKI it is sufficient if the CA certificate is trusted (and available in the correct store).

    Instructions how to check that are available in KBA 110068 (chapter 7 Troubleshooting).

    Hope that helps.

    Cheers

    F.

    :47433
Reply
  • 0

    Hi Ehsu,

    the SSL certificate itself is never part of the client configuration package it just defines how the client contacts the server.

    Have you checked if you can reach the server using the address that was configured in the init.xml using SSL (without warning about a not trusted certificate) ?

    It is important that the SSL certificate is available in the certstore of the machine (and not of the user) otherwise the communication will fail. If the SSL certificate was issued by your PKI it is sufficient if the CA certificate is trusted (and available in the correct store).

    Instructions how to check that are available in KBA 110068 (chapter 7 Troubleshooting).

    Hope that helps.

    Cheers

    F.

    :47433
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