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Errors saving Excel files to network location

  • 1.  Errors saving Excel files to network location

    Posted Sep 07, 2012 01:30 PM

    Hello. This is kind of a rehash of another discussion. I have a subset of users that since going to Windows 7 Enterprise 64-bit and Office 2010 32-bit have had serious issues saving Excel and Word documents back out to the network share. The save will "hang" for a long time until the user cancels the operation. Subsequent attempts to save the file also fail with an error stating that <filename> is in use by another user. At that point, the user can save the file under a different name. Also, .TMP files are created in the folder as are the typical temp files used by Office products (file names staring with a tilde: ~). When the users were on XP and Office 2007, they did not experience this issue. I know that Office 2010 handles the saving operation differently than 2007, so that's where I was initially looking for a fix.

    Eventually, I went back to the workstations in question and removed SEP. BINGO! File saves worked beautifully.

    I then tried installing a different anti-virus. File saves worked beautifully.

    I removed the other anti-virus and reinstalled SEP. Errors came back.

    I know we have an outdated version of SEP (11.0.6005.562) and we will need to upgrade, but considering the range of projects and the limited number of people working on those projects, upgrading is going to be a ways away from getting done (or even started). My question to you: Are the things on the console I can look at that might alleviate this particular issue? Has anyone else ever seen this?

    Thanks for your time.

     

    Eric



  • 2.  RE: Errors saving Excel files to network location

    Posted Sep 07, 2012 01:37 PM

    What components are installed? Only AV? or NTP as well?

     



  • 3.  RE: Errors saving Excel files to network location

    Posted Sep 07, 2012 01:43 PM

    AV, AS, NTP, PTS and we are also disabling the USB access



  • 4.  RE: Errors saving Excel files to network location

    Broadcom Employee
    Posted Sep 07, 2012 02:53 PM

    Hi,

    You can test by changing following setttings.

    Select an option when a file is modified. Let me know if helped.



  • 5.  RE: Errors saving Excel files to network location

    Posted Sep 07, 2012 03:25 PM

    That is already selected. Do you think I should do something else?

     

    I am fairly new to this product haveing been hired by this company recently, so please forgive any ignorance on my part.



  • 6.  RE: Errors saving Excel files to network location
    Best Answer

    Posted Sep 07, 2012 03:37 PM

    Just as a test, disable NTP. You can right click the icon in the task and select "Disable Symantec Endpoint Protection" Try the file save again.

    If that doesn't work, try a Start >> Run and type smc -stop and hit enter. Try the file save again. To re-enable, just do an smc -start

    See if either of these fixed the issue.

    I've seen these issues with older versions of SEP. The latest is RU7 MP2. Can you upgrade one client as a test?



  • 7.  RE: Errors saving Excel files to network location

    Posted Sep 10, 2012 07:52 AM

    Thanks for your help so far!

    What would I download and install? What I've seen is "Symantec_Endpoint_Protection_12.1.1_MP1_Win64-bit_Client_EN" and "Symantec_Endpoint_Protection_12.1_RU1_Win64-bit_Client_EN". Would I be able to just do an install on the client and will it pick up the settings and be able to talk to our server? As I said, I don't know the product all that well.



  • 8.  RE: Errors saving Excel files to network location

    Broadcom Employee
    Posted Sep 10, 2012 08:29 AM

    Hi,

    You will have to install first "Symantec_Endpoint_Protection_12.1_RU1_Win64-bit_Client_EN".

    If it's a managed client then you can't directly run setup.exe to upgrade SEP client.

     



  • 9.  RE: Errors saving Excel files to network location

    Posted Sep 10, 2012 09:38 AM

    This is a managed client. How, then, do I run the install?



  • 10.  RE: Errors saving Excel files to network location

    Broadcom Employee
    Posted Sep 10, 2012 10:31 AM

    Hi,

    You should export it through SEPM console.

    To export it through the SEPM console, SEPM manager needs to be updated first to SEP 12.1 RU1.

    OR

    You can install SEP 12.1 RU1 as an unmanaged client.



  • 11.  RE: Errors saving Excel files to network location

    Posted Sep 10, 2012 10:53 AM

    That's what I thought.

     

    I installed the RU on the affected workstation and while it shows up in the SEPM console with the correct version, it is unmanaged. I will test to see if the updated client causes the same issues, but it may not be a complete test as the policies are not coming down from the management server.



  • 12.  RE: Errors saving Excel files to network location

    Posted Sep 11, 2012 11:01 AM

    The upgraded client seemed to resolve the issue. Thanks for all the help.



  • 13.  RE: Errors saving Excel files to network location

    Posted Sep 11, 2012 01:49 PM

    What you're seeing is probably to be expected, since a SEPM 11.x can't manage a 12.1 client.

    sandra