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How do I solve communication problems between my computers and Symantec Protection Network?

c_bloszinsky
Level 3
Employee Certified

Communication problems should be rare between your protected systems and Symantec Protection Network.

Try these troubleshooting steps to check your network connection before you contact Customer Support:

  1. Check that your protected systems meet or exceed the system requirements for Symantec Protection Network.

  2. Confirm that your network firewall permits port 80 and port 443 connections.

  3. Ping the IP address of the internal interface of your nearby router or firewall.

  4. Ping the IP address of the external interface of your nearby router or firewall.

  5. Repeat this process for every hop to your Internet gateway.
    If you cannot ping your Internet gateway AND your network routers, and your firewalls are permitted to respond to pings, your communication problems are most likely internal.

  6. Run tracert to https://secure.spn.com by running the command tracert spn.com >> tracert-spn.txt, and verifying that tracert resolves spn.com to an IP address. Failure to resolve spn.com to an IP address indicates a DNS issue. The tracert-spn.txt file can be used by Customer Support in troubleshooting your connection.

If your communications issues are external to your business network, contact Customer Support at 1-866-223-5977.
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