Endpoint Protection

I was wondering how long I need to wait for a callback?  I've been trying to get hold of the engineer on our case and the message always says not available leave a message, which I've done.

We have a serious issue and need some assistance, it would be nice for Symantec to support us. We are trying different things by trial and error!

Please send a PM to ADMIN or the Tech Support guys they would help you to get one.

By the way what is the issue?

Please send a PM to Thomas K 

Will do thanks.

The issue is that we've deployed SEP out to a few thousand users and many PCs have ground to a halt.  Through trial and error we've traced it to the Proactive Threat Protection, by disabling the scans the machines seem ok.

I'm suspecting it related to COH32.exe which was appearing multiple times, and we also had some machines with out of memory errors.

However, we've found this out ourselves whilst waiting for Symantec to call on what was supposed be a priority 1 issue.

is the case already open? can you asked to dispatch the case to available TSE?

Hello,

Is that a Severity 1 Down case?

Did the Engineer Promise you any callbacks?

The Severity 1 Down Case needs to be updated every 1 hour.

Please PM me your Case #.

I would look into this.

Please PM your case number to Mithun or myself ASAP. Will will help you get the support you need.

Best,

Thomas