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

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!