Issue:
Client Security or Server Security not able to connect to the configured Policy Manager Server (PMS). Consequently, the client is unable to auto register itself to the Policy Manager Server and cannot download policies or upload status-information.
Resolution:
To troubleshoot similar connectivity issues, open the following file on the computer:
- C:\ProgramData\F-Secure\Log\BusinessSuite\pmpselectorplugin.log
Below is an example when communication with the PMS is working (PMS hostname is acme.com):
2019-03-08 09:08:34.991 [0e70.118c] I: *** LOGGING STARTED *** (UTC+2:00, session: 0x0)
2019-03-08 09:08:35.283 [0e70.118c] I: PmpSelectorPlugin::PluginMain: Starting: '100\PmpSelectorPlugin'
2019-03-08 09:08:35.284 [0e70.118c] I: ServerFinder::ServerFinder: Last known good server is {host: acme.com, http: 80, https: 443}
2019-03-08 09:08:35.284 [0e70.118c] I: `anonymous-namespace'::LoadPmsAddress: Forced PMS address loaded from cosmos: {host: acme.com, http: 80, https: 443}
2019-03-08 09:08:35.746 [0e70.118c] I: ServerFinder::Find: Ping to {host: acme.com, http: 80, https: 443} failed
2019-03-08 09:08:42.801 [0e70.118c] I: ServerFinder::Find: Ping to {host: acme.com, http: 80, https: 443} failed
2019-03-08 09:08:48.895 [0e70.118c] I: UpdatablePmCertVerifier::RenewCertificates: Renewing certificates from acme.com
2019-03-08 09:08:49.436 [0e70.118c] I: UpdatablePmCertVerifier::RenewCertificates: Certificates renewed successfully. Count: 2
2019-03-08 09:08:49.436 [0e70.118c] I: CosmosUpdater::UpdateCosmos: Updating cosmos with PMS {host: acme.com, http: 80, https: 443}
Below is an example where communication is failing (PMS hostname acme2.com):
2019-03-01 12:32:56.185 [2b20.1a40] I: *** LOGGING STARTED *** (UTC+5:30, session: 0x0)
2019-03-01 12:32:56.612 [2b20.1a40] I: PmpSelectorPlugin::PluginMain: Starting: '100\PmpSelectorPlugin'
2019-03-01 12:32:56.614 [2b20.1a40] I: ServerFinder::ServerFinder: Last known good server is {host: acme2.com, http: 80, https: 443}
2019-03-01 12:32:56.644 [2b20.1a40] I: `anonymous-namespace'::LoadPmsAddress: PMS address loaded from cosmos: {host: acme2.com, http: 80, https: 443}
2019-03-01 12:32:56.653 [2b20.1a40] .W: ServerFinder::Ping: Ping to {host: acme2.com, http: 80, https: 443} aborted. There are no valid certificates
2019-03-01 12:32:56.653 [2b20.1a40] I: UpdatablePmCertVerifier::RenewCertificates: Renewing certificates from acme2.com
2019-03-01 12:32:59.070 [2b20.1a40] *E: UpdatablePmCertVerifier::RenewCertificates: Failed to download certificate bodies. AsyncSendRequest failed: 12007
From the failed connection, the failure to connect is error 12007. Checking the Microsoft error-page:
Error 12007 translates to:
ERROR_WINHTTP_NAME_NOT_RESOLVED
12007
The server name cannot be resolved.
Article no: 000010258