You receive an "ERROR: Unable to connect to service" error message in the Sybari Client in Antigen (905992)


The information in this article applies to:

  • Sybari Antigen 8.0 for IM
  • Sybari Antigen 8.0 for Microsoft Exchange
  • Sybari Antigen 8.0 for Microsoft SharePoint Portal Server
  • Sybari Antigen 8.0 for SMTP Gateways
  • Sybari Antigen 7.5 for IM
  • Sybari Antigen 7.5 for Microsoft Exchange
  • Sybari Antigen 7.5 for Microsoft SharePoint Portal Server
  • Sybari Antigen 7.5 for SMTP Gateways

SYMPTOMS

You may receive the following error message in the Sybari Client:
ERROR: Unable to connect to service

CAUSE

This issue occurs if the Sybari Client cannot connect to AntigenService either locally or remotely. The Sybari Client cannot connect to AntigenService if any one of the following conditions is true:
  • The Microsoft Exchange Server services and AntigenService are not started.
  • The server is not available on the network.
  • Another Sybari Client is accessing AntigenService. Only one connection can occur at a time.
  • The DCOM configuration is preventing the Sybari Client from accessing AntigenService.

RESOLUTION

To troubleshoot and to resolve this issue, follow these steps in the order that they are presented. After you complete each step, start the Sybari Client to test whether the issue is resolved. If the error does not occur, you do not have to follow the remaining steps in this article. If the error occurs, continue to the next step.
  1. Start AntigenService and the Exchange Server services.

    Note The Antigen services, including AntigenService, depend on the Exchange Server services. To start and to stop AntigenService, you must start and stop the Exchange Server services. Alternatively, you can restart the Exchange server.
  2. Use one of the following methods to test for server availability:
    • Run a ping command together with the name of the server.
    • Examine the Network Neighborhood to see whether the server is listed.
    • Use Microsoft Outlook to send an e-mail message to the server.
    If the server is not available, reconnect to the server.
  3. Quit any Sybari Clients that are currently connected to AntigenService.
  4. Use Dcomcnfg.exe to resolve any DCOM issues:
    1. Click Start, click Run, type dcomcnfg, and then click OK.
    2. In the left pane, double-click Component Services, and then double-click Computers.
    3. In the right pane, right-click My Computer, click Properties, and then click the COM security tab.
    4. Under Access Permissions, click Edit limits.
    5. Click Anonymous Logon, and then click the Allow check box next to Remote Access.
  5. Make sure that the Windows Firewall is not blocking the Sybari Client:
    1. Click Start, click Control Panel, and then click Security Center.
    2. Click Windows Firewall, and then click the Exceptions tab.
    3. Click Add program, click Sybari Client, and then click OK.
    4. Under Programs and Services, click Sybari Client, and then click Add Port.
    5. In the Name box, type a name, type 135 in the Port number box, make sure that the TPC option is selected, and then click OK.
Modification Type:MajorLast Reviewed:11/3/2005
Keywords:kbtshoot KB905992
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