OfficeScan client shows disconnected icon

When customer called to report a problem, you need to get as much information as you can. The cause of the problem sometimes could be things that we overlooked and may not related to the product directly.

I received a call from customer who just rebuilt his OfficeScan server after the server crashed for some reasons. He reinstalled OfficeScan server and prayed that everything went well. That's not the case for him. Most of the existing OfficeScan clients are not reporting back to the OfficeScan server. What went wrong? Things that you need to know before reinstalling the OfficeScan server

1. When you reinstall the OfficeScan server make sure IP address and servername remain the same
2. When prompted for the web server information, use the same configuration. If previously using IIS on port 8080, follow the old setting. Don't change. If previously client to recognize the server by hostname, then follow the configuration accordingly. If you forgotten what has been set previously, you can look from the existing Officescan client. Click on the OfficeScan client console > Help > About.
3. During installation, you need to specify the 5 digits port number for client server communication. Use the same port. You can get it from the existing OfficeScan client, look for ofcscan.ini file. Locate the following parameter and take note the value : Client_LocalServer_Port=

Now that you have installed the OfficeScan server. Why no clients registering back to the console?
1. From the server, ping the problematic client. Telnet the client to the 5 digits port number. If both successful, the communication between client server is possible thus shouldn't be a problem. Please reboot the client. If either ping or telnet failed, you might want to check if the client is has Windows Firewall (or any personal firewall) turned on. You may need to add OfficeScan client program in the exception list.
2. I always do both side testing. Test ping to server from client both using IP address and hostname. Telnet server on ports used for communication i.e. 8080, 80. The results could indicate what went wrong.

Recently, a case was solved and it turned out all clients are of Windows XP with Personal Firewall enabled.

I hope this helps!