Troubleshooting "Smart Protection Server disconnected" errors

If you are using the anti-malware or web reputation modules, you may see either a "Smart Protection Server Disconnected for Smart Scan" or "Smart Protection Server Disconnected for Web Reputation" error in the Deep Security Manager console. To fix the error, try the following troubleshooting tips.

Clear the error

Deep Security Manager does not automatically clear the "Smart Protection Server disconnected" errors after communication is restored. If you think the error might have been a temporary issue or if you've already taken steps to resolve it, clear the issue from the Deep Security Manager console. If the error reoccurs, proceed with the troubleshooting procedures below.

Check the error details

Double-click the error message to display more detailed information, including the URL that the server is trying to contact. The error may include:

  • Timeout was reached
  • Couldn't resolve hostname

From a command prompt, use nslookup to check whether the DNS name resolves to an IP address. If the URL doesn't resolve, then there is a DNS issue on the local server.

Use a telnet client to test connectivity to the URL on ports 80 and 443. If you can't connect, check that all of your firewalls, security groups, etc. are allowing outbound communication to the URL on those ports.

Is the issue on a Deep Security virtual appliance?

If the error is occurring for a Deep Security virtual appliance:

  1. Check the virtual appliance's internet connectivity.
  2. Make sure the virtual appliance has a bi-directional connection to the internet via port 80.
  3. Make sure there is sufficient memory assigned to the virtual appliance:
    • up to 20 VMs = 1GB
    • up to 40 VMs = 2GB
    • up to 60 VMs = 4GB
    • more than 100 VMs = 8GB