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Symantec Help (SymHelp) - Quick and easy help with your installation, configuration and deployment

Created: 21 May 2014 • Updated: 12 Jun 2014 | 4 comments
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Chetan Savade's picture
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Brief Description about Symhelp:

Symantec Help (SymHelp) is a diagnostic utility designed for Symantec Endpoint Protection used in identifying common issues and providing quick solutions to common problems. SymHelp - with a run time around three minutes - provides the ability to automatically detect whether a system with a supported Symantec product has a known issue or is in an otherwise problematic condition. In addition to the individual tests results and their statuses, the SymHelp report contains links to documents in the Symantec knowledge base which provide detailed information on how to resolve an issue or pursue further investigation as to its cause and resolution.

SymHelp does not permanently alter any files on the computer unless the user explicitly agrees to this when specially prompted. SymHelp does not permanently install anything on your computer when it runs.

To learn more about how SymHelp can help with your Symantec Endpoint Protection can help solve your problem quickly, take a look at the below video titled How to Run Self-help Reports with SymHelp.

In situations where SymHelp is unable to successfully resolve your issue, SymHelp can help expedite your experience with our Technical Support staff by capturing essential logs and uploading them so that Symantec has the information available to quickly identify problems and provide solutions. To learn more about how SymHelp can help with your Symantec Endpoint Protection case, take a look at the below video titled How to Collect Data for Support with SymHelp.

To learn more about SymHelp features and run line variables, take a look at the below video titled What command-line parameters are available for Symantec Help (SymHelp)?

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UrbanPioneer's picture

I recently had to reinstall Norton Identity Safe. It installed with no problems, and I signed in. At that point, I was directed to a web page (Firefox is my default) and it had me sign in again, it then asked me for the Security Code provided by VIP Access.  The VIP Access app gives me my Credential ID and rotates Security Codes every 30 seconds.  The web page wouldn't accept any of these codes. Anyone have any answers, tech support sure didn't. I couldn't even set up a case because it wouldn't recognize NIS' product version.

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Chetan Savade's picture

Hi,

I wish I could have helped you but this query is related to Norton product, please post your query here to get answers from Norton Team. You can tweet at https://twitter.com/NortonSupport also.

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

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Chetan Savade's picture

Refer this article as well:

About Symantec Help (SymHelp)

http://www.symantec.com/docs/TECH170735

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 2013

 

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

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Chetan Savade's picture

Symantec Help (SymHelp) now features the ability to create a new Symantec Support case or update an existing Symantec Support case with the data it has collected.  This simplifies the process for customers who have data to provide to a new or existing Support case by reducing the effort required to:

  • Deliver the requested or anticipated data to Symantec Support
  • Communicate with Support regarding the issue or case update

Cases created or updated via SymHelp will be recognized as such by the appropriate Symantec Support personnel without any further contact from the customer necessary in many cases.

To learn more about this feature visit:

How to create or update a support case with data using Symantec Help (SymHelp)

http://www.symantec.com/docs/TECH224613

Symantec Help (SymHelp) FAQ

http://www.symantec.com/docs/TECH203496

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

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