Endpoint Encryption

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How To Ask For Help In The Forums 

May 28, 2010 03:51 PM

So here you've come.  Seeking answers for all your ills from the outstanding users, trusted advisers, and employees that donate their time and knowledge to save you a support call.  Sometimes the answers come quick and easy, other times it's a long frustrating road filled with "this happened to me too!", and "fixed with the next release (maybe)."  In all cases, you're looking for answers.

The response to your request can be met with concise laser-focused instruction, or patchwork of shotgun approaches - try this, have you, did you - you get the picture.  There are some things you can do as the requester to maximize the concise answers, and speed the time to get a response that actually fixes your problem.

First:  There is no such thing as too much information.  A couple of examples:

"My clients have out of date definitions, help me!"

"My migrated from MR4 to RU6 SEPM on a 32bit Server 2008 sp2 stopped updating 50 of my 2500 clients 2 days ago.  We're auto-upgrading clients, and everything has been fine for the last couple weeks until this morning.  The clients that aren't getting updates are showing the server offline in Troubleshooting, and they don't have a green dot in SEPM.  The others appear to be communicating and updating properly.  The affected clients are a mix of MR4 and RU6 as we are still upgrading, and have AV, PTP, and NTP installed. 

We run ISA server, and a Websense content filter in the environment for internal and external security. I don't manage the ISA server or Websense appliance, but those teams say anything they've done shouldn't be affecting SEP communications. I've run the SEP Support Tool on the SEPM and a couple of clients, but the reports aren't helping.  Please Help!"

It should be clear which request will get to the heart of the matter sooner.  No matter how small or large your environment, details matter.

Second:  Search the Forums and the Knowledge Base to see if your issue has been addressed before posting. 
While by no means a Rosetta Stone for all issues Symantec, these resources cover a wealth of topics, bugs, fixes, tips, and tricks.  You may just wind up saving yourself a good portion of your personal bandwidth searching these first.

Third: Data
The more technical the issue, the greater need for logs, monitoring, packet captures, etc.  Unsure as to what data to collect regarding your issue?  Ask, and you shall receive.  The SEP Support Tool  is always a good starting point for troubleshooting.  Run it, review the reports, and you may find the answer to your issue in one easy step. 

Follow these steps, and you will go a long way to maximizing your "pew pew" and minimizing the shotgun.  Happy Hunting!

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Oct 22, 2010 04:15 PM

In Case of Installation Failure issues always post the SEP_INST.log or SEPM_INST.log 

from Start - Run - %temp%

 

Or open the log file search for the 1st instance of "Return Value 3"

and post 10 lines above it on the forum

Oct 14, 2010 11:17 AM

Download the definitions from our Intelligent Updater site and copy them over to the computer with NAV2010 and run the executable.

 

http://www.symantec.com/business/security_response/definitions/download/detail.jsp?gid=n95

Aug 10, 2010 02:40 AM

I am working with NAV2010 and need to perform a LiveUpdate but do not have access to the Internet. What are my options.

Jun 29, 2010 12:33 AM

Forums are other forms of a KB. First we would need to see if user manual is gone through. Check out the priminary troubleshooting. Search the forums and KB. If not answered then we would need to start a new thread. That way our problem would also start serving as a valuable KB for the posterity.

Jun 28, 2010 02:17 PM

Thats a Good one !!

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