Microsoft KB Archive/905992

= You receive an &quot;ERROR: Unable to connect to service&quot; error message in the Antigen Administrator console =

Article ID: 905992

Article Last Modified on 5/1/2007

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APPLIES TO


 * Microsoft Antigen for Exchange
 * 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

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SYMPTOMS
You may receive the following error message in the Antigen Administrator console:

ERROR: Unable to connect to service



CAUSE
This issue occurs if the Antigen Administrator console cannot connect to AntigenService either locally or remotely. The Antigen Administrator console 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 Antigen Administrator console is accessing AntigenService. Only one connection can occur at a time.
 * The DCOM configuration is preventing the Antigen Administrator console 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 Antigen Administrator console 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.  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. 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. Quit any Antigen Administrator consoles that are currently connected to AntigenService.</li> Use Dcomcnfg.exe to resolve any DCOM issues: <ol style="list-style-type: lower-alpha;"> Click Start, click Run, type dcomcnfg, and then click OK.</li> In the left pane, double-click Component Services, and then double-click Computers.</li> In the right pane, right-click My Computer, click Properties, and then click the COM security tab.</li> Under Access Permissions, click Edit limits.</li> Click Anonymous Logon, and then click the Allow check box next to Remote Access.</li></ol> </li> Make sure that the Windows Firewall is not blocking the Antigen Administrator console: <ol style="list-style-type: lower-alpha;"> Click Start, click Control Panel, and then click Security Center.</li> Click Windows Firewall, and then click the Exceptions tab.</li> Click Add program, click Antigen Administrator, and then click OK.</li> Under Programs and Services, click Antigen Administrator, and then click Add Port.</li> 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.</li></ol> </li></ol>

Keywords: kbtshoot KB905992

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