This problem can occur if client (remote site) is not able to communicate with the Admin Console Server. This problem mostly occurs in case of domain based network and improper DNS configuration.
Possible causes:
URL or port is blocked in Firewall.
Insufficient free disk space on remote system.
Agent Server service is not started on the Admin Console Server.
Internet connection is configured using Proxy Server.
Incorrect subnet mask is configured on the remote system.
Resolution:
First check the network on which Admin Console Server is running. Ping the Admin Console Server from the client. Try both ping commands as follows:
ping < IP address of Admin Server>
E.g. ping 192.168.100.34
ping < domain name of Admin Server >
E.g. ping Thirtyseven4.com
If the Admin Console Site is configured on Domain Name and DNS is not properly configured then client will not be able to ping the Admin Server system by domain name. To solve this problem, Administrator needs to configure proper DNS settings on the remote system. We recommend you to configure Admin Site on the IP Address rather to configure it on the domain name.
Secondly check Installer logs by going in Client Reports and clicking on View Installer logs . This will give information about why Thirtyseven4 is not getting installed on the client.
If any Firewall is running then check if the URL port is open.
Make sufficient disk space on the client to download and install antivirus if installer log shows installation failed due to insufficient disk space.
Verify if the Agent Server Service is started on Admin Console Server.
Click on Start -> Run.
Type Services.msc.
Click on Ok.
In Services check the Agent Server Service status is Started.
If Internet Connection is configured using Proxy Server, it may not be able to resolve the name or IP of the Admin Console Server. In this case bypass the Proxy Settings for the Admin Console Site.
Subnet Mask of the Remote System should be as per the IP class assigned to the Admin Console Server system.