Unable to open session with new user accounts after installing Symantec Endpoint Protection on a computer using Lotus Notes

Article:TECH145051  |  Created: 2010-11-26  |  Updated: 2013-01-31  |  Article URL http://www.symantec.com/docs/TECH145051
Article Type
Technical Solution



After Symantec Endpoint Protection RU6 MP1 is installed on several machines using 64-bit Windows 7 which use Lotus Notes, it is noticed that user profiles that did not exist locally on the computer before installing SEP cannot be used to open session.  Profiles that already existed locally on the machine before installing SEP have no issues.


In Windows event viewer – Application log:

User Profiles Service / User General (1509, 1511, 1500, 1542)
Winlogon (6004, 6001)








Windows 7 64bits with Lotus Notes.


The issue arises from the SEP mail protection plug-in for Lotus Notes.  SEP 11 installed with basic Antivirus/Antispyware feature only does not have such problem.



This problem is fixed in Symantec Endpoint Protection 11 RU7 MP3.  Please read Obtaining an upgrade or update for Symantec Endpoint Protection for information on how to obtain the latest build of Symantec Endpoint Protection and upgrade all SEP 11 clients to the latest available release.



Remote push install of Symantec Endpoint Protection 11 RU7 MP1 with Lotus Notes email plug-in displays an error
Fix ID: 2743085
Symptom: When other users attempt to log on to the computer during a remote push of the client with the Lotus Notes plug-in, the following error message appears: "The User Profile Service failed the logon user profile cannot be loaded."
Solution: Added an API to retrieve the correct environment variable to correctly set the path in the registry key.



Article URL http://www.symantec.com/docs/TECH145051

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