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Cannot download Symantec Endpoint Recovery Tool (SERT)

Created: 22 Apr 2013 • Updated: 24 Apr 2013 | 5 comments
This issue has been solved. See solution.


I have a Dell Vostro laptop which crashes after logging in (User gets a Blue Screen w/crash dump info). I am able to login under Safe Mode, but System Restore fails (Win error that the Restore failed). I was able to open SEP and run a Full Scan, which runs for about 5 seconds, then indicates "completed". It shows 0 files scanned. I am unable to download SERT on Fileconnect (it does not show on my list). How can I download this tool?

Operating Systems:

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ᗺrian's picture

Is your serial for SEP only or Symantec Protection Suite? If SPS than you should see it on FileConnect.

Your best bet may be to contact support to find out what your serial/license is good for.

Phone numbers for Symantec Support:

Regional Support Telephone Numbers:

  • United States: 800-342-0652 (407-357-7600 from outside the United States)
  • Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)
  • United Kingdom: +44 (0) 870 606 6000

Additional contact numbers:

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

Rafeeq's picture

you may need to place a call with support to get the tool.

do you think the issue is with virus or with SEP itself?

try doing a clean install of SEP if you think the SEP is causing the blue screen.

SameerU's picture


Please download from

Enter the Serial number on the soft copy received

Then you can download the SERT tool from the same.


consoleadmin's picture


The tool is found on Fileconnect, you can have enter the serial number (

How To Use the Symantec Endpoint Recovery Tool with the Latest Virus Definitions
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Mark Eilrich's picture

Thanks to all for the replies. Our SEP is volume-license version for non-profit agencies like ours, and apparently the serial number does not give us access to SERT on Fileconnect (for whatever reason), nor are we entitled to Tech Support.

However, I was on the right track. Although Safe Mode does not allow the uninstallation of SEP (missing needed services), I used msconfig to selectively start up the OS without any Symantec-related services. I knew I was probably on the right track when I could log in to Windows without the BSOD crash dump. At that point I uninstalled and reinstalled SEP and all is right now.