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Computer becomes unusable after SEP is installed

Created: 10 Mar 2014 | 13 comments

Computer:

Windows 7 SP1
x64
Dell Latitude E6440
4GB Ram
 

SEP Version 12.1.4

 

After SEP is installed the computer no longer functions at all, it is slow or non-responsive to basic commands (e.g. opening start menu, open SEP GUI), booting properly, and even logging in. If SEP is removed the computer works fine. There is nothing I can find in the logs that directly point to SEP. SEP is running AV only at the moment.

I am running out of ideas but I need SEP to work on this model, any thoughts? 

 

 

 

 

Operating Systems:

Comments 13 CommentsJump to latest comment

.Brian's picture

Can you see what processes are taking up all the CPU?

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cmac08's picture

Nothing in the SEP logs, I'm still trying to bring up task manager to gather the process information again.

.Brian's picture

Do you know if it is trying to update content? Is this a managed or unmanaged client?

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cmac08's picture

It is a managed client, I'm pushing a new package with the updated content from the SEPM Server. I am only having a problem with this model machine. Sadly, I think it is the only model we have so far. It is going to become our new corporate standard though. 

.Brian's picture

There have been a few different forum threads related to 12.1.4 and some network slowness and performance issues over the past few weeks.

Let's see if can determine what processes are in use but support may need to be called to investigate.

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Rafeeq's picture

Fresh install or upgrade?

Exported as a single exe or .msi file?

have you tried disabling the initial scan which runs after the install?

https://www-secure.symantec.com/connect/forums/sep...

 

cmac08's picture

This is a fresh install, I exported the package and modified the command line to supress the initial scan. I have resource Monitor open and I see no excessive CPU usage. I will try to kick off an active scan to see what happens. 

Rafeeq's picture

for me it seems like initial scan which runs after install, keep us posted... if thats the case then supress the initial scan right after the install, Run it after few hours of the install, 

cmac08's picture

I kicked off a Full Scan, the whole computer is locked up, the scan process window is stuck on C;\windows\system32\winhttp.dll. I can't even bring up the resource monitor window to see the CPU usage. 

.Brian's picture

Do you have many large and/or compressed files on your system or is pretty normal?

Have you had issues like this in previous versions of SEP? What version did you have running before 12.1.4 and was it "stable"?

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cmac08's picture

This machine is freshly imaged with windows 7, we haven't run any previous versions of SEP. There are no large or compressed files on the system.

We are in the middle of our corporate rollout and have it installed on about 5,000 machines so far. This is the first issue like this I have run into. All of our other installations have been fairly stable. 

I suspect that this may be related to the hardware possibly. This is the only model that we have had performance problems on. Strange since it's Dell brand spankin' new pc. 

I just uninstalled SEP, again. I couldn't get the computer to fully boot to the login screen after it froze and I power cycled it. I logged into Safe Mode and ran a Clean Wipe. The PC is not performing normally and stable. 

.Brian's picture

Since it sounds easily reproducible, I think the best option would be to get in touch with support. They will have you turn on advanced logging as well as collect other vital information.

How to use the advanced debug logging options for the Symantec Endpoint Protection client in SymHelp

http://www.symantec.com/docs/TECH207795

How to use the Symantec Help Tool to collect data for Support

http://www.symantec.com/docs/TECH203599

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