Issue with establishing a connection between scanning and reputation server

tab2k · 2025-04-22T08:18:58+00:00

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Hello,

All client devices where the agents are installed, the malware protection status is showing as malfunctioning. Upon reviewing the status details, the issue appears to be related to the inability to establish a connection with the scanning and reputation server.

To troubleshoot, we have taken the following steps:

Verified network connectivity using the connectivity tool, which returned successful results.
Attempted to connect with the firewall temporarily disabled.
Tested connectivity through a mobile hotspot as well as an isolated Wi-Fi network not connected to the internal infrastructure.

Despite these efforts, the issue persists across all devices.

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Accepted answers

Sethu Laks

Hi @tab2k

Thank you for reaching out to the WithSecure community.

Sometimes, a simple reboot can resolve connectivity issues by resetting the network stack and clearing temporary glitches.

Use the FSAUA-reset Tool to reset the WithSecure Automatic Update Agent if the issue persists

Are all your clients facing the same issue, or is it affecting only a few? Have you tried uninstalling, rebooting, and reinstalling the software on one of the affected machines?

All comments

Sethu Laks

Thanks @tab2k, I will surely wait for your input.

In the meanwhile, we also suspect that this error means that configured offload scanning server is unreachable.

Probably you have specified it in the profile without actually deploying Atlant for these purposes.

or configured Atlant instance went down.

Please also verify and confirm the above, along with the re-installation steps.

tab2k

Hello @Sethu Laks

All the clients are facing the same issue. I will try reinstalling it.

Sethu Laks

Hi @tab2k

Thank you for reaching out to the WithSecure community.

Sometimes, a simple reboot can resolve connectivity issues by resetting the network stack and clearing temporary glitches.

Use the FSAUA-reset Tool to reset the WithSecure Automatic Update Agent if the issue persists

Are all your clients facing the same issue, or is it affecting only a few? Have you tried uninstalling, rebooting, and reinstalling the software on one of the affected machines?