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Error SymHelp

  • 1.  Error SymHelp

    Posted May 24, 2013 01:10 PM

    Hello,
    I'm trying to use the SymHelp, Load Point Analysis feature, but I always have the following error message:
     

    erro no symhelp.png


    I've already set the proxy but it logs the proxy could see that he does not send authentication information already created permissions in my proxy for many addresses that the barring was due to lack of authentication, when the proxy is not barring any addresses he barred SymHelp when I was running, but the problem persists.
    Can anyone give me any tips of what to do?

    Thank you,

    Arthur Sant'Ana Fernandes



  • 2.  RE: Error SymHelp

    Posted May 24, 2013 01:16 PM

    did you set the proxy setting to match what is in Internet Explorer? You need an Internet connection. Can you browse from it?



  • 3.  RE: Error SymHelp

    Posted May 24, 2013 01:16 PM

    Running the Load Point Analysis report in the Symantec Endpoint Protection Support Tool

     

    Article:TECH203388  |  Created: 2013-02-28  |  Updated: 2013-03-04  |  Article URL http://www.symantec.com/docs/TECH203388

     



  • 4.  RE: Error SymHelp

    Broadcom Employee
    Posted May 24, 2013 01:18 PM

    is this machine connected to internet?



  • 5.  RE: Error SymHelp

    Posted May 24, 2013 02:02 PM

    The proxy is configured in Internet Explorer, using the system configuration or setting in SymHelp the error is the same, the internet connection is working fine at the moment I'm connected remotely over the internet.

    The SEP Support Tool automatically updates when you think the internet, I would have to get access to this machine he momentarily stop and then start executing it, the problem is I can not stop the internet access that computer.



  • 6.  RE: Error SymHelp

    Posted May 24, 2013 02:05 PM

    Don't configure the proxy in SymHelp and try running again to see what happens.



  • 7.  RE: Error SymHelp

    Posted May 24, 2013 02:37 PM

    I tried and it also happens the same error.

    That was when analyzing the proxy, I realized that SymHelp not send the access data, login and password, I configured the proxy for it not ask login and password for the blocked addresses that appeared during the test but the error is always the same.



  • 8.  RE: Error SymHelp

    Posted May 28, 2013 01:51 PM

    After several tests, including another computer on the same network, make a new SymHelp download and more checks in the logs of my proxy, I could conclude that this version of SymHelp does not work on my network using the proxy, which is the only way using it on the computer that is having problems. Anyone else had this problem?



  • 9.  RE: Error SymHelp

    Posted May 28, 2013 02:01 PM

    I'm behind a proxy as well. No issues though. Using version 2.1.11.122

    The tool uses the proxy settings in IE to access the Internet. So assuming the settings in IE are set correctly I'm not quite sure what could be wrong as I don't believe there is a debug for SymHelp.

    Perhaps a call to support will be needed to troubleshoot this.



  • 10.  RE: Error SymHelp

    Posted May 28, 2013 02:13 PM

    open a cmd prompt using system account , then try running by using cmd lines

    http://www.symantec.com/business/support/index?page=content&id=TECH170732

     



  • 11.  RE: Error SymHelp

    Posted May 28, 2013 02:16 PM

    I am also using version 2.1.11.122, my proxy requires authentication, IE and Firefox are accessing the internet without any problems, I tried to configure SymHelp to use IE configuration and proxy settings right into it, SymHelp just not responds to the proxy when authentication is requested.

    I'll open a case with support, when we come to some conclusion I post here.

    Thank you for your attention and help from everyone.



  • 12.  RE: Error SymHelp

    Posted May 28, 2013 02:24 PM

    In the SymHelp tool are you setting like below?

    untitled_17.JPG

     



  • 13.  RE: Error SymHelp

    Posted May 31, 2013 09:16 AM

    Yes, I also tried setting the proxy in this way, I still have the same in SymHelp and firewall always given the lack of data for authentication, the SymHelp not send authentication to the firewall.

    On the command line it runs but is not doing the Load Point Analysis.



  • 14.  RE: Error SymHelp

    Posted May 31, 2013 02:31 PM

    I forgot to mention that I found an earlier version of SymHelp on a flash drive and ran it from the command line without updating and I had the same problem with the same symptoms.

    Today I saw that has a new version of SymHelp, I tried with it and had the same error.

    I've opened a case in support, as I said, having a solution I post here for all you know.



  • 15.  RE: Error SymHelp

    Posted May 31, 2013 02:46 PM

    I Suspect that you might have proxy info cached in registry, Give this a try or else bypass the proxy if possible :)

    he legacy proxy settings can be removed by performing the following steps:

    1.   Open the registry (Start->Run->type "regedit").

    2.  Go to HKEY_USERS\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\InternetSettings\connections

    3.  Delete the registry keys "DefaultConnectionSettings" and "SavedLegacySettings".

    4.  Reboot the machine.

    Note:  These registry keys will automatically regenerate after reboot of machine.

    Also, this also could be caused due to incorrect proxy server information in the following registry location: HKEY_USERS\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\InternetSettings

    Removing the incorrect proxy info from this key and then rebooting allowed the client to communicate normally.

    One important thing to keep in mind is that any incorrect proxy information must also be removed from the following two locations as well:

    HKEY_USERS\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\Internet Settings\Connections\DefaultConnectionSettings HKEY_USERS\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\Internet Settings\Connections\SavedLegacySettings

    If the settings are not removed from these two keys, they will repopulate the Internet Settings key after every reboot.

    Remove the incorrect proxy information from all 3 registry locations noted above, then reboot.