Windows 7 32 bit and Windows Vista 32 bit will get stuck in a BSOD loop after initial migration from Symantec Endpoint Protection (SEP) 11.x to 12.1

Article:TECH166243  |  Created: 2011-08-02  |  Updated: 2011-11-01  |  Article URL http://www.symantec.com/docs/TECH166243
Article Type
Technical Solution


Environment

Issue



-When migrating the Symantec Endpoint Protection (SEP) 11.x client to the 12.1 client on Windows 7 32 bit and Windows Vista 32 bit, the system goes into a loop of BSOD after the initial install request for a restart. 


Faulting driver listed in the memory dump is: symtdi.sys. 

 


Cause



This issue appears to be caused by SYMTDI.SYS not being removed during the upgrade. On Windows Vista and Windows 7, SYMTDI.SYS should no longer be used by the SEP 12.1 product (instead, SYMNETS.SYS should be in use).


Solution



Symantec is currently investigating the cause of this issue.

The following workarounds have been reported to Symantec to be successful in resolving the problem:

1. Completely uninstall the SEP 12.1 client and reinstall it. This prevents the SYMTDI.SYS from being installed in the first place. (For clients that have yet to be upgraded, removing the 11.x client before installing 12.1 avoids the issue entirely.)

2. Disable SYMTDI through device manager.


Supplemental Materials

SourceETrack
Value2489813


Article URL http://www.symantec.com/docs/TECH166243


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