Endpoint Protection

One of our client is saying that they are having issue on internet connection. Then they uninstall SEP 12.1 and everything works fine again. Is it an SEP issue? How to resolve this one?

Hi,

Please check what exactly happens at customer end.

By default SEP will not block internet connection.

Also get some additional information.

1) SEP version

2) Any custom policies are applied or not.

3) Entire internet connection is getting block or problem with few sites only

I agree Chetan please re-verify You Customer.

Also verify this issue all system or some system.

The Default Firewall Policy doesn't Blocks Internet Connection. Check the Firewall Policy and Try to Disable the Firewall Policy and Check wether the Problem exists ot not. If possible upload the firewall Log of that Client machine.

there is no firewall policy applied to this group. only one or two workstation in the group is affected. the client version is 12.1 RU1.

Hi,

If issue is with only one or two workstation then might be system specific.

One of the possibility is virus infection. 

Could you please run SST tool on affected computer.

Try to run power eraser on affected systems, if it could not find any suspicious file then collect the SST logs. Power eraser is built in SST tool.

Here is the location of the Symantec Endpoint Protection Support Tool (SST):

http://www.symantec.com/business/support/index?page=content&id=TECH105414

Hi,

Thanks for providing information....

Try to move one sep client another group where this issue are not reported..

Check this reported again or not ?

Please ask them to clarify what exactly happens:

- No Internet connection at all?

- Impact on bandwidth?

Do you find anything in SEP client logs (risks, attacks, traffic blocked, Active Response engaged, etc.)?

I think you know the answer reenif....

nothing can be said without logs/checking the affected client itself....

Hi,

Please update the status.