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Computers freeze continuously after upgrade from end point protection 11 to 12

Created: 15 May 2012 | 3 comments

Hi! We were using symantec end point protection 11 and upgraded to end point protection 12.

Some computers started freezing continuously in intervals. Others after every 5 minutes.

We went on a blog to find that tru scan might be the cause and we changed it from 5 mins to 23 hours. Computers still froze.

We disabled the antivirus but couldn find the solution(they still froze). Next we emptied the recycle bin and uninstalled symantec end point protection and installed it again to no success( still freezing). 

The other solution from the blogs was to manually uninstal the end point. The first thing to uninstall is not in the computer

(On the Startup tab, uncheck Symantec Security Technologies.) with a lot of others not found even some refusing to be deleted.

So this could not help either.

Someone suggested wipeout which cannot be found anywhere and some of the people on the blog recommend it dangerous. I need some password or recognition from symantec to get the tool which might be very dangerous to a computer I understand.

With weeks of struggling and struggling, the only solution was to downgrade from 12 to 11 again, which does not remove other viruses

and is not a good move on our side as we look like we dont know what we are doing. I am an IT technician at my work place and people have lost little faith in us because of the everyday freezing of the computers.

Can someone please help as we need help very urgently.

thanking you in advance.

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Mithun Sanghavi's picture


What version of SEP 12.1 was installed on the machines?

As you said, after you have disabled the SEP, computer still froze and after you uninstalled SEP from the machines, the machines are still having the same issue, correct?

Did you create a case with Symantec on this Issue?

Again, question arises what makes you think that even after removal of SEP is the reason of freezing of Computers? 

Did you check the Event Logs, System logs, etc?

Does this happen on all client machines?

Let us know...

Mithun Sanghavi
Associate Security Architect


Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

maprog's picture

Hi again

 SEP 12.1 671. 4971

Computers would freeze before SEP 12 but would be for wrong drivers or updates which would be fixed by system restore. A case has not been created yet.  If symantec is completely uninstalled from a pc(SEP 12) no freezes happen, not at all. I thought disabling SEP 12 would stop freezes to my surprise i was wrong I dont know why freezes continue.

Since a lot of freezes that a continuous happen only to computers that are installed with symantec 12, it is the number one suspect. Logs show nothing out of the usual but i can send a copy if you require.

Not all client computers freeze and freezing computers are usually ( Dell Optiplex780 with windows 7 OS 32 and 64 bt). thank you for responding.

Mithun Sanghavi's picture


There could be many reasons, however I would suggest 2 tests could be made.

1) Migrate one of these SEP client machine to the SEP 12.1 RU1 and then to the Latest version of SEP 12. RU1 MP1

2) Uninstall NTP with Application and Device Control from the Add/ Remove Programs and Restart the machine and check.

These above two test would give us some insight.

Hope that helps!!

Mithun Sanghavi
Associate Security Architect


Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.