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Client Version Unavailable in SEPM

Created: 04 Jun 2013 • Updated: 04 Jun 2013 | 9 comments
iug's picture
Hi, 
 
I've a problem in some Macintosh clients. 
 
I've 300 Mac clients, and every time (once at week) we update the definition via LiveUpdate some of them (30 approx.) always appears as Client Version Unavailable in the SEP Manager and the file SymantecRegistry.xml is empty.
 
I found an article about how to repair the status in the clients (and it works) but I have to do the same every week.
http://acdesigntech.wordpress.com/2012/02/16/repairing-symantec-endpoint-protection-12-1-client-version-unavailable-broken-client-message-on-mac-os-x/
 
Also, I've tried to Uninstall and install again the SEP for Mac in the clients, but at the following week occurs again.
 
Any idea why is this happening or what can I do?
 
The clients have Intel Core (i5 and i7) processor with different OS X (10.6.8, 10.7.5 and 10.8.3) and SEP for Mac 12.1.2015.2015
 
Thanks in advance.
Operating Systems:

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Mick2009's picture

Hi Iug,

Thanks for the post.  I have not seen that "Client Version Unavailable" error myself with my Macs.  I've not come across any previous cases of it either- do be sure to get in touch with Tech Support so they can investigate in full.  

Is it always the same 30 Macs which show this issue?  Or are there a different 30 each time?

(BTW- I hope you are running LiveUpdate more often than once per week on those machines!  New definitions are released every day, providing protection against the many thousands of new variants that appear daily....)

All the best,

Mick

With thanks and best regards,

Mick

iug's picture

Hi Mick, 

Most of the Macs are the same.

Thanks for you recomendation about LiveUpdate.

Mick2009's picture

Many thanks- feel free to PM me the case number once tyou have one opened with Tech Support.  I can lend a hand looking at the diagnostics from those Macs.

With thanks and best regards,

Mick

iug's picture

Hi Mick, the case number is 04489896

Regards!

Mick2009's picture

Cheers iug- I have been in contact with your case owner on this and am looking forward to working with him  on your diagnostics!

BTW, there are some very cool enhancements coming in SEP for Mac before the end of the year (sometime around when OS X10.9 ships).   

With best regards,

Mick

 

With thanks and best regards,

Mick

Mick2009's picture

Hi iug,

Just a quick note to let you know that we are working on this issue.  Your case owner should be in touch within a couple days with more info.

All the best,

Mick

 

 

 

With thanks and best regards,

Mick

Mick2009's picture

Here's a new article about this topic: 

Symantec Endpoint Protection 12.1 for Macintosh clients display "Client Version Unavailable" in the Symantec Endpoint Protection Manager
http://www.symantec.com/docs/TECH207230 
 

Any Mac admin who is seeing this "client version unavailable" in theri environment, please subscribe so that you will be notified when additional information is added to it.

With thanks and best regards,

Mick

iug's picture

Hi Mick, 

I would like to comment that two weeks ago I created an exclusion from the path /Library/Application Support/Symantec/SMC and applied it to the Mac Auto-protect,  since then I have not re-submitted the problem.

The case is still open, but I suggest look at the Auto-protect and that route.

Regards!!