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Symantec Endpoint Protection 11.0 (MR 2)

Created: 06 May 2008 • Updated: 15 Apr 2009 • 10 comments
BFoster's picture
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I would like to take the opportunity to share the latest status of Symantec Endpoint Protection 11.0. In this update, I plan to review the latest maintenance release as well as the latest metrics we are seeing from Support. I will also give a sneak peak on what is coming next from the development team.

Maintenance Release 2 shipped to manufacturing in mid-April. MR2 includes severalfixes for customer deployment, significant improvements in SMB fit, as well as support for a few new releases from Microsoft (Windows Server 2008, Vista SP1.) This was a huge release by the team and it is making a big difference to our customers and partners. One example of the changes we made was around server memory requirements for Small Businesses. In the original 11.0 release, a customer needed 2gbs in order to run our management console. For most customers that dedicated a server to SEP, this was fine. For smaller customers that need to share the server space with other applications, it was a tight fit. With MR2, we have shrunk the memory requirements of our server to under 300mbs. This allows the management server to run on crowded servers.

On the support front, we have also made significant progress. We doubled our support staff in anticipation of the SEP 11.0 release. However, Support case volume has migrated to SEP 11.0 at a faster rate than any previous Symantec Enterprise AV product release. Historical guidance projected 50% of the AV case volume to migrate to SEP 11.0 within 6 months, in reality we reached 50% SEP 11.0 volume within 3 months. The adoption rate of the product was driven by our small business market, who were excited to adopt the new features into their environment. Many of the support calls resulted from the installation of our product without leveraging the migration and install information to prepare their environment for the demand of the new product as well as the large product footprint in our SMB non dedicated server environments. Because of all this, we have seen TSE talk times double as we walk customers through how we interact with their environment and the new interface and management features. The extra workload surpassed the additional workforce, resulting in reduced throughput and longer than anticipated wait times for our customers.

Based on the above, we added an additional 30 heads and also focused on other productivity improvements. The good news is that now our wait times are below 10 minutes with a goal of 5 minutes, our CSAT top box score is at 82% globally with a goal of 85%, all trends are moving in the right direction and with the release of MR2 we should continue to see positive advancements. The support teams have done a tremendous job in supporting our customers on SEP 11.0.

Even though MR2 has shipped, the development team is not done. We are already underway with MR3. MR3 is similar to MR2 in that it includes both customer fixes but also performance improvements. One area that the team is focused on improving in MR3 is the boot time performance impact of the client. Below is a table that shows current numbers. You will see that MR3 is performing nicely (much better than McAfee I might add.)

** The MR3 times are based on the latest development build. It is possible that they go up/down as we bring MR3 to market.

In closing, we have come a long way with the tuning the product to our customers desires since the initial release. We are excited to see customers and partners realize the value of combining the necessary ingredients of endpoint security into a single agent and a single console. If you have any feedback or questions, please let me know.

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SAM_SHAIKH's picture

Dear Mr. Foster,

Just want to add that the SEP 11.0 MR2 client take too long to get policy as well as definition update from SEPM server. I tried on both Push as well as pull methodology.

Also please let us know, when will MR3 will get officially release as we want to deploy the same accross on 18,000 client machines in our network.

we have tested with MR2 and there are few issues poping up.

Thank you

Regards,
SAM

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olli3's picture

Dear Sir,

I'm glad if MR3 can resolved all trouble at MR2. Jat can't wait when it release.
For your information, when we upgrading from SAV to SEP we found much problem there.
Like Mr SAM said, it's too hard to push the policy to the client, even we almost give up right now.
I really hope MR 3 can fix all MR2 'bug'. And have better feature to deploy to client.
Thank you,

Regards,

Ollie

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Nourbakhsh's picture

Dear Brian Foster & Other Network Administrators

I have also lot's of problem with SEP. last week, i decided to come back again using SAV 10.1.x instead of SEP-MR2. Because some problems of SAV was solved by MMC 3.0 & also on Clients by XP-SP3.
However, it seems that SEP problems dependent on Lot's of things Even Hardwares that Clients used and if u see the problems that aAdmins reported, u will not found common problems in most of the.
For example, i don't have these kind of problems that Olli3 & SAM_SHAIKH said but i have other problems like:
1. Role back on Client's (Random).
2. In one of Server Groups, when i open the Symantec interface, i see the message " No Symantecprotection technologies are installed"
3. I can't delete Old Packages 10.1.1000.x
4. One of 3 servers, Liveupdate fail & such a things.

Best Regards, Nourbakhsh

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Technologist's picture

PLEASE add more information to the default "Client" view to make it more like the old SAV Corp view: IP Address, Logon Name, Client Version, etc., ALL on one view without having to drill through menus.

Thanks!

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Joeboo's picture

Do you have a tentative release date for MR3 yet? We are having problem with viewing attachments in Outlook with MR2. According to what I was told this has been identified as a problem that will be fixed with the release of MR3.

Thanks Much

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Jones_MIke's picture

We have the endpoint installed on stand alone computers and continuely get a pop up with "Symantec AntiVirus has determined that the virus definitions are missing on this computer". Is there a fix for this or going to be. The computers have latest virus signatures.

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DALGROUP's picture

We have problem in Symantec Endpoint Protection , when I make deploy to the client from server , it is not install in some clients .
What can I do?.
Thanks a lot ..
I CT dalgroup

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nugame's picture

I have been using SEP/SEPM for the last year and after two years with Client Security. MR2 release did indeed fix critical problems for me and my client. I recently upgraded my 2003 server to 2008 mainly because of Vista and XP mixtures in my network. I recently learned that SEPM is not support on 2008. While there is a good solution for SEPM, SEP, and console, I was hoping to keep all in the server. I investigated other options including Forefront and found EndPoint a better solution due to requirements. Question, do you have any near plans for a MR for full suport on 2008? I will be doing the SEPM on XP and console on Vista with SEP for now. thanks.

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nugame's picture

Update...I just reviewed the Forefront and the spec indicates it requires more resources than SEPM/SEP. Support updated me with good solution for now. Sticking with SEP for the moment.

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Nourbakhsh's picture

Hi Again Everybody

After MR2-MP1 Some Critical problems solved but not complete. When the MR2-MP2 Released, i saw that most of Remaining Major Problems again solved & i can say that now %60 of Problems that with MR2 (First release) Appeared where Solved. I think that, Remaining %40 will Solve on MR3 & at that time we hope get a Stable Version of Symantec End Point Antivirus with All Usefull Features / Option without Dangerous Problem & Fre of BUGS.

Best Regards, Nourbakhsh

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