About Symantec Help (SymHelp)
| Article:TECH170735 | | | Created: 2011-09-29 | | | Updated: 2013-06-18 | | | Article URL http://www.symantec.com/docs/TECH170735 |
Problem
A Symantec product has a technical issue. Steps to resolve this issue have not been determined.
Solution
SymHelp is a cross-product diagnostic utility designed for troubleshooting and identifying common issues that customers encounter.
Supported Products
Currently SymHelp supports the following Symantec products:
· Symantec Backup Exec 11d to 2012
· Symantec Backup Exec System Recovery 6.5 to 8.x
· Symantec Data Loss Prevention 11.0 and later
· Symantec Endpoint Protection 11.0 and later
· Symantec Mail Security for Microsoft Exchange 6.5.2 and later
· Symantec System Recovery 2010 to 2012
Overview/FAQ
Who is SymHelp designed for?
SymHelp is designed to assist customers and support personnel with data gathering and troubleshooting.
What does SymHelp do to my computer?
SymHelp is a collection of modules or scripts, each of which performs checks by gathering information regarding conditions on the local computer. These script files are copied to the temporary directory and are deleted when you exit the utility. SymHelp does not permanently alter any files on the computer unless the user explicitly agrees to this when specially prompted. Because of this design, the utility does not permanently install anything on your computer when it runs.
Does this utility support remote connections?
Yes. You can run the utility over an RDP connection or by using other commercial remote administration utilities.
The utility didn't help me. What next?
In the event that the utility is unable to diagnose your issue, contact Technical Support:
Acquiring the tool
To acquire the tool, follow this link: Symantec Help
Using the tool
After you start SymHelp, SymHelp checks to see if you have at least .NET 2.0 on the system. If not, SymHelp will provide a prompt with the following optons:
- Download and install .NET
- Download and run a version of SymHelp (SymHelp_noCLR.exe) that can run on that system
- Exit
If SymHelp finds an update, it updates and restarts itself automatically. Once you have the latest version, click "accept" to go to the Home page.
Note: If you make any system changes after running the tool, you must run the tool again to ensure an accurate report.
The Home page
In the left hand pane, SymHelp lists the Symantec products that it has detected are installed as well as the Symantec products that SymHelp can detect are installed and are supported by its reporting and data gathering capabilities. By selecting a product options are made available in the right-hand pane for scanning the system. In the quick scan section both types of scans to perform and the results of already run scans are presented. The ‘Click to Start Scan’ launches the scans that have been selected.
While scanning is occurring, data is gathered and reports are run. Selecting just those scans that are needed reduces the time it takes to complete the scan.
Once scanning is complete the dialog provides results and an ‘OK’ button for acknowledgement. In addition various other pages accessible through buttons to the right of the “Home” button are made available for viewing the various types of report information generated. This includes Information, Best Practices and Report. There is also a Save page for entering customer information and directing the save of SymHelp's database file into a 7zip compressed format (.sdbz).
The Report Page
If you are experiencing an issue with a supported Symantec product select the Report page button to see a list of issue reports. These reports are grouped into the following sections:
· Errors lists individual problems found by the tool. Click each error for detailed information.
· Warnings, which are issues that warrant some attention but which probably are not critical.
· OK lists items which passed the checks that the tool ran against them.
The Information Page
The Information page outlines general information about your computer, such as available disk space, operating system information, etc.
The Best Practices Page
The Best Practices page lists reports on various supported Symantec products whose aim is to identify problematic or tunable configurations or environmental circumstances and to guide the administrator towards a more effective product/environment configuration.
The Save Page
This page allows the user to specify contextual information and to direct the saving and 7zip compression of the gathered data into a file with the extension .sdbz. This file is typically delivered to Support in order to assist Support in the troubleshooting of an issue that SymHelp's reports have not already been able to provide a resolution for.
Command-line Options
SymHelp can be run from a command line with a number of command line options. For detailed information, read the document:
Release Notes for SymHelp
Build 2.1.14.130 (6/18/2013)
2331739 BE_ST Report - Event ID 58117 "The Backup Exec Remote Agent for Windows Systems service did not start. The application failed to listen on the NDMP TCP/IP port. Check the network configuration" <Details>. Error=<error code>"
3114618 Information report page file size does not agree with Windows UI
3136738 Group copied files within upload threshold 20MB
3192278 Incorrect Japanese characters in several AV/FW logs for SEP client
3213496 Telemetry Exception when trying to display _TabType: BestPractice, _StatusType: Error
3213852 Mark BE hardware troubleshooting report as "OK" for sub-items that are "missing data"
3218796 [DLP 12.0] Update latest version checks
3218797 [DLP 12.0] Update system requirement checks
3219799 Add option to capture BEDB.BAK to Additional files to gather for BE products.
3219810 Add option to capture catalog files to Additional files to gather for BE products.
3221419 Uncaught ping exception - parsing Web Proxy bypass list
3223080 The c++ language DLLs are not signed and SPE/LPA generates a false positive
3227416 Exception when completing Load Point Analysis report
3228366 Language string UploadingFileDots_LT during FTP upload
3229489 ScJobLogs does not report progress while doing the XSL transforms
3229670 ScSepDatFiles is slow when applying XSL transforms
3229740 FTP uploads don't work through HTTP proxy
Build 2.1.13.125 (6/5/2013)
2295321 Link to KB when customer cannot select to remove in Power Eraser
3043024 Support SEP 12.1 RU3 (McLaren) new .Dat decryption method
3091163 No registry data available for HKEY_CURRENT_USER\Software\Microsoft\Windows\Current Version\Run in Load Point > SR Liaison > A. Report
3091258 HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Run missing from Load Point > SR Liaisons > A. Report
3091270 HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\Current Version\Winlogon\Notify and its sub-keys are not displayed in Load Point > SR Liaison > A. Report
3091317 HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows registry values to not appear in Load Point > SR Liaisons > A. Report
3121256 Option to cancel update check
3179481 Enable localized KB searches
3197015 Not all of the BE appliance logs are being captured.
3205237 Update latest version report for 12.1 RU3
3205244 Update latest version report for 12.1 RU3
3206835 Collect SMSMSE license files
3214216 InitialInfo scan not run in .NET 2 UI
Build 2.1.12.124 (5/29/2013)
2915764 Verify collectlog.cmd is equivalent to our collection for Jaguar
3123434 Warn and exit if XmlSerializer compilation fails during startup.
3159895 Creation of NBU- Master server PreInstall requirement report.
3179479 Enable localization support
3195556 Rewrite ScBinaryFiles to collect all ScBinaryFile item contents in one pass
3202156 Add an overall Hardware Troubleshooting report that combines most of the recently added hardware based reports into a single report format, similar to Preinstall reports.
3204725 Telemetry uncaught exception: Symantec.Diag.Framework.WinApi.Process.IsWow64Process
3204731 Telemetry uncaught exception: at Symantec.Diag.Ui.Net3.SPEButScan.SPEScan()
3206567 Tomcat logs not collected in v2.1.11
Build 2.1.11.122 (5/21/2013)
3203697 Event log time estimate in BE opt. UI shows as "This item may add an additional {0.EN_US} minutes to complete"
3203673 BE Optional items are not run even if checked
Build 2.1.10.121 (5/20/2013)
2015380 Additional log collection on the SEPM
2331726 BE_ST Report - Event ID 34305
2331741 BE_ST Report - Event ID 58057 "Backup Exec Alert: Media Error (Server: "<server>") The Backup-to-Disk device is offline." <Details>. Error=<error code>"
2957936 [SATISFYCUSTOMER] Product Scan changes
3045983 Add switch name -debug and/or -deepdata
3080451 serdef.dat and cltdef.dat files no longer show as html
3083553 Backup Exec Latest Version report has warning status but no tests with warning status
3127553 Need to create Information report for Symantec Backup Exec Agent for Windows.
3135957 EPConsole Pre-Install Report SQL Server/Client installed columns have LT strings
3136894 In .NET2 UI Load Point Analysis report button does nothing
3146093 Canceling a LPA or SPE scan results in a crash if you attempt to restart the scan
3147543 Update to SMR 3.2.3 (GA 4/30/2013)
3147644 SPE setting page doesn't initialize proxy settings to current values.
3151632 Update system requirements for EPConsole version 12.1 RU2
3156576 Exception if the checkbox column is sorted in the Load Point Analysis report's Files tab
3160219 Collect config and update files for DLP enforce server
3162558 On .Net v2.0 UI, LPA scan, in the Files tab, the Score is not displayed
3162825 Collect config and update files for DLP detection server
3165204 Telemetry exception in was WasToolUseful with (0x80004005): Error File not present:
3165724 Update Training, Help and KB for SymHelp_noCLR.exe
3165736 Update help and KB regarding Symantec VIP check
3178532 LPA setting page doesn't initialize proxy settings to current values
3179322 Update SSR VSS Provider report so that it only runs for BESR-SSR versions that require it.
3179887 Clarify wording of Symantec VIP check option in main UI
3182983 Add the product VIP Access for Desktop
3184630 Clicking on the Support Resources/Contact Customer Care results in unknown page, need to correct ced SymHelp.ContactCustomerCare
3187863 Update EPConsole to detect the latest version 12.1.2100.2093
3190667 Send Feedback displays "FeedbackNotLikelyLT" and "FeedbackLikelyLT"
3192278 Incorrect Japanese characters in several AV/FW logs for SEP client
3193887 BE Full Data For Support scan gathers all optional items even though none are checked
3195335 Add explanatory tool tips for scan types
3202137 Update SSR preinstall report to include Windows 2012.
3202144 File collection for SSR 2013 on x64 OS does not collect all expected files.
Build 2.1.9.117 (4/24/2013)
1500375 Add file Driver information to the NIC information
2040425 BE_ST Enhancement - New Report to determine if Backup Exec database is installed locally to a SQLExpress instance and if the MDF file is close or greater than 4 GB.
2331709 BE_ST Report - "Is VMWare File Sync Driver installed?"
2569123 Collect only last 3 *.settings.liveupdate files
2792239 SymDiagViewer fails to export files to certain folders and does not report an error.
2990843 SymHelp v2.1 SPE Result Report via the SPE button appears to duplicate items each time SPE scan is executed AND/OR report is viewed.
3006716 [SATISFYCUSTOMER]Capture Deduplication Events Folder X:\BackuPExecDeduplicationStorageFOlder\Databases\spa\database\events
3017933 Run Load Point Analysis and Symantec Power Eraser on systems with .NET 2.0 or without .NET
3046171 Cannot change proxy settings if SymHelp cannot initially connect to the Reputation server
3051972 Some services generate an error in the services report
3052331 Update command-line parameters in Help and TECH170732 to include -lpa and -spe
3082288 Backup Exec Firewall configuration report false positive
3091085 FTP upload to a common folder all the time. \SymHelp\
3091276 Hosts file information missing from A. Report
3097738 BE health check and best practice reports run even if BE is not installed
3099325 Telemetry exception while collecting WinFolders or DosFolders
3102856 Save tab states after a product scan runs so that UI is correctly displayed after a SPE rootkit selection
3105347 Missing views: ScSqlViewsDc incorrectly detects as duplicate command
3105653 Cancelling Load Point Analysis in UI does not cancel scan
3106868 Collect only local values when collecting "...\Software\Microsoft\Windows\CurrentVersion\Internet Settings" keys
3107100 Collect bcp.exe file information
3107634 SymHelp_BE: "PowerShell or the Microsoft Exchange PowerShell plugin is not installed" report is displayed multiple times. No other Exchange-related report is displayed.
3108905 Exception related to 'Symantec.Diag.Os.Autoruns' when viewing A. Report
3111619 EPClient remote installation pre-install report missing language string for EPClient_SysReq_KBTitle_BestPracticeUpgrade
3111762 [Ferrari] RBP_StatusIPS fails to complete when CurLocation not found
3112040 Floating icon seen on hovering over report names is distracting as the text is moved.
3112056 Scan Filter not working for score values.
3112828 Upgrade to SMR 3.2.2
3112847 Incorrect install state for features in SEP client Information report
3114365 backout etrack 3091168 as it is causing Viewer performance and stability issues
3114423 Change Size format in the viewer to display like size format in windows
3114497 Very slow displaying Event Viewer / All when there are a large number of events
3114503 Remove whitespace from the event log description so that all event log entries have at least 1 line in the viewer
3114595 Client Control mode information presentation issue
3116230 In LPA collect the %system%\drivers\etc\hosts file
3118091 Add a visual to the SPE/LPA buttons when they are clicked
3118494 Add whether EPConsole is Enterprise Edition or Small Business Edition to the Information report
3118545 In exception message boxes, offer to copy the stack trace to the clipboard.
3120198 EPClient latest version report shows both SEP 11.0 RU7 MP2 and SEP 11.0 RU7 MP3 as latest versions
3126600 Change System Recovery Pre-Install report KB link to HOWTO83509
3126728 SymHelp exits before home page on XP RTM or XP SP1
3126775 SMR is not supported on XP RTM/SP1, and Server 2003. The threat analysis box needs to display they are not available for the os
3128004 Move closing 'x' into tab for an open file
3128297 Collect list of servers from DLP Enforce server
3129520 In LPA, the 2nd Report tab should be Autorun
3129546 Collect logs for DLP
3131109 Add SymcForSupport scan to DLP Endpoint Protection Agent and Detection server for support scans
3131148 Failure to collect MS SQL Server error logs in Native (64-bit) path
3131170 Put Close in the LPA Report
3131195 Fix Strings in LPA report
3131392 Make Process sort in the LPA report
3131393 Add LPA Process Report to Viewer Tree
3132601 Add LP, PE to file name if they have been ran
3132608 Add Link to LP report to LP KB
3134256 SymHelp launches ToastUi45x64.exe after WPP logging reboot on Windows 7 x64
3134486 SEP AV Logs do not show threat entries from user AV logs
3134492 User AV logs are not collected for SEP 11.x and 12.0.x
3135988 Failure to detect the SQL Server Native Client for 2008 R2 on 2008 R2 64-bit
3139299 The given paths format is not supported
3139742 BE Service report shows under OK/Information, when it had service permission errors.
3141046 Warn if user attempts to exit before saving
3142330 Exception when turning off advanced filter
3142550 In LPA Files, clicking on Type or several other columns results in an exception
3142670 BE is missing from the landing page list
3142859 Additional drivers and services false positives in SEP client report
3142885 Change LPA and SPE links to scan type checkboxes, move to quick scan widget.
3142896 Information report shows incorrect time zone (Standard vs Daylight)
3142900 Black Out in .A report
3142908 Redesign SMR UI scan/history/settings buttons
3144376 ScEventLog with MaxHours="1440" enumerates entire event log (BESR/SSR health check)
3145746 LPA 2 files are investigate, but the report says 0 need to be investigated
3145786 On a 800x600 screen, when an exception is reported to the user you can't see all of the exception dialog with the yes/no buttons
3145820 A SPE/LPA file that is not in Insight has a status of RepNoTrustManyStr_LT and RepFileSeen_LT instead of unknown
3145823 LPA/SPE can have file seen date 1/1/1601 which would indicate that it is unknown, not Untrustworthy
3146122 Need views that duplicate what is under Load Point/CurrentControlSet\Services
3146134 Add Attribute column to LPA\All Files
3146138 Add Source which is the Type from LPA report/Files to LPA\All Files
3146142 Autorun registry settings should be displayed and decoded under LPA
3146150 2 Data points missing from A Report
3147426 LPA has 2 tabs with Report. The 2nd tab should be autorun
3147688 Is the file's signature valid? is a value of 300 on v1 and 250 on v2
3147793 When running LPA, only 64bit modules are being collected
3149994 Integrate Verisign's TestClient.java into SymHelp
3150212 Create script command to retrieve SQL version & "Edition" information from BEDB while connected to database/server.
3150422 Separate NIC file driver information from initial info scan
3155188 Collect all subkeys of registry key HKLM\System\CurrentControlSet\Services reg while performing load point analysis as in version 1
3161007 In SPE report, click on the same entry multiple times, each time you click on it, the information is appended.
3161019 In SPE, if not a file, when open the item need to pull the information from SmrSideEffectTbl
3162277 When rep is null, and a non-file type, displaying that reputation is not available
Build 2.1.8.99 (3/1/2013)
2887513 Symdiag can't be run on windows core system
3089500 Collect Backup Exec appliance logs
3019323 Offline Load Point Analysis exceptions when openned in the Viewer
3009052 -lpa -s generates a file, but the LPA report is not displayed when opened in the viewer
3058248 Be able to highlight and copy text within the SymHelp tool
3094383 When run LPA without network, button says SaveReport_LT
3094226 LPA Remove button shows Remove_LT
3091312 Not recognizing DLP agent is installed
3086157 System requirements report falsely indicates Windows 7 SP1 is a requirement
3093221 Symantec Power Eraser results report "select all" button does not enable use of the Copy Files button
3072161 If I run LP then For Support IPS shows non-compliant. If I run Health Check and Best Practices only IPS show compliant.
3084149 Details section within a report is not copied to the Clipboard
3091191 SEPM services error, SQLANYs_sem5 is listed as not installed when SEPM is using a sql client
3092589 Window dialogs will exception on .Net v3.0 as ShowActivated is a .Net v3.5 property
3068983 SymELAM service possible false positive in EPClient services report
3092879 SPE report view does not display the defintions and smr version
3091198 SEPM port report error is incorrect that Sql client is not using its configured port 1433
3091090 Best Practice "Is IPS enabled" says IPS is not enabled, but it is
3082833 SymHelp_BE: "Antivirus scanning exception" report is displayed under the Compliant section when it actually requires folders/paths to be excluded
3024869 Status_LT is displayed for some reports that have an inner grid
3076425 In case the File path is too long, a proper error message should be thrown instead of an exception
3088830 SymHelp_BE: Title of the Exchange Tools version check report says "version matches" even when it actually doesn't
3083657 View Applications\Symantec\Backup Exec\Services\Deduplication_LT missing language string
3088806 SymHelp_BE: Local Exchange Management Tools version check report has an incorrect spelling "Exchanage"
3084131 SymHelp_BE: Deduplication Best Practices report always shows BE 2010. Need to hide the report in case of BE 2012 installation if we want to restrict this for BE 2010
3082839 SymHelp_BE: BE.Folder.PDDE continues to display in the "antivirus scanning exception required" report even when dedupe disk storage has been removed from BE
Build 2.1.7.95 (2/15/2013)
3086962 BE Latest version report says that "2012 R2" is the latest, but that has not been released
Build 2.1.6.94 (2/13/2013)
Backup Exec Support Tool functionality added to SymHelp
3063750 SDBZ saved on Win7 Pro x64 doesn't show OS name/product name in Summary report
3083548 exception while sorting LP results
3083507 Improve progress bar speed for increments with file/registry paths and service names.
3082590 Progress indicator performance is slow
3074236 User confusion on using Threat Analysis clicks
3076401 SymHelp crashes on entering a special character in the Save sdbz file location textbox
3076438 Trying to Save a report onto a folder containing a system reserved name throws an exception
3069730 Full scan should not proceed if nothing is selected OR if the selection dialog is closed
Build 2.1.5.87 (1/30/2013)
3065645 Load Point Analysis fails to complete
Build 2.1.4.86 (1/23/2013)
3001668 Fail to collect SymHelp created Sylink debug log
3003286 Copy of all Information tab contents does not display all data when pasted
3009168 Collect SEPM install directory via TargetDir key
2963367 Add test to Firewall Configuration report which checks to see if SEP NTP is installed
2656215 Collect Symantec Quarantine Server Information
2902258 Move Report Rpt_TECH164677M from v1 to v2.1
2996820 Update command-line parameters list in help and TECH170732
2774201 Windows Firewall Configuration report test states "The exception was not found" without specifying the exception
2885110 Copying specific content from Information report fails
2997972 RHC_FirewallConfiguration reports No Data on Windows 7 SOE
3055486 SEP Best Practice to check AutoRuns
3003286 Copy of all Information tab contents does not display all data when pasted
3006812 Add -lpa and -spe to the Available command-line parameters
3009168 Collect SEPM install directory via TargetDir key
2680125 Collect console.bat, setEnv.bat and sesm.bat from SEPM
2683134 Collect php.ini
2957943 [SATISFYCUSTOMER] Improve startup performance
2958361 Add Debug Logging to help topics in SymHelp's Help
2990946 Add SMR version to scan complete window
2998967 Add command-line file extract to help file
2963367 Add test to Firewall Configuration report which checks to see if SEP NTP is installed
2644835 "Definitions Are Current" report is showing the wrong version of virus definitions
2669781 Add a report to check for problems copying current defintions into CSAPI directory for SMSMSE
2702570 Collect HKEY_USERS\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders
Build 2.1.3.83 (12/14/2012)
-3000652 [SMSMSE 7.0] Update the SMSMSE pre-install system requirements reports
-3000677 [SMSMSE 7.0] Collect registry keys for SMSMSE 7.0
-3000655 [SMSMSE 7.0] Update the SMSMSE Latest version reports
-3000660 [SMSMSE 7.0] Update the KB documents and appropriate links for SMSMSE reports
-2669759 Add Best Practice Report for EWS Throttling check on Exchange 2010
-2589426 Add check for transport agent priority: TECH95584
-2583683 Collect Performance logs for SMSMSE
Build 2.1.2.82 (12/5/2012)
-2997933 Change collection of MSI.dll files to file information only
Build 2.1.2.80 (11/14/2012)
124 Defects and Enhancements including…
-1632648 Incorrect information regarding definition dates in Information report
-2723703 SEP client AV logs
-2932747 Update to SMR v3.1.1
-2951867 Detect 12.1.2 as the latest build of SEP 12.x
-2956641 EPClient For Support scan does not run the Health Check and Best Practice scans in .NET 2.0
-2968205 Parse EPClient traffic log into database
-2968207 Parse EPClient raw log into database
-2968202 Parse EPClient security log into database
-2968214 Parse EPClient process log into database
-2968199 Parse EPClient system log into database
-2985313 Add detection of SEP 11.0 RU7 MP3 (Turquoise) as latest build of SEP 11
Build 2.1.1.74 (10/8/2012)
-Updated reports for Jaguar (SEP 12.1 RU2)
-Added ability in Viewer to copy reports (all or per product) to clipboard
Build 2.1.0.71 (9/18/2012):
-Add support for the following products:
Symantec Backup Exec System Recovery 6.5 to 8.x
Symantec Data Loss Prevention 11.0 and later
Symantec Endpoint Protection 11.0 and later
Symantec System Recovery 2010 to 2012
-Add support for .NET 2.0 and no .NET
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Article URL http://www.symantec.com/docs/TECH170735
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