Endpoint Protection Small Business Edition

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I can run a scan, I have the error "Another scan is in progress...."

Migration User

Migration UserAug 24, 2012 12:31 AM

  • 1.  I can run a scan, I have the error "Another scan is in progress...."

    Posted Aug 23, 2012 10:46 PM

    Hello

    I have Symantec Endpoint Protection Small Bussiness Edition 12.1 installed in a server as console. I found a few error about some clients had not run scan in a few days, when I go to each client and I tried to manually run the scan I got the error "Another scan is in progress. Your scan will be queued if you want to continue with the scan.".

    I was doing some research and said that stop or restart the Symantec Endpoint Protection Service but I can't, it's grayed out, no option to stop, restart or put manual.

    Other solution that I found is kill the process: rtscan.exe but in the Task Manager, All users, this program is no running neither as process nor services.

    I'm trying to prevent to restart this servers because they are on production all the time.

    Any suggestion?

    Thanks



  • 2.  RE: I can run a scan, I have the error "Another scan is in progress...."

    Posted Aug 23, 2012 11:06 PM

    The Symantec Endpoint Protection client interface shows that a scan is in progress, but the logs indicate that all scans have completed

    http://www.symantec.com/business/support/index?page=content&id=TECH103742

    Check this thread

    https://www-secure.symantec.com/connect/forums/forcing-symantec-scan-stopend-task

    When scan is started the files are scanned , if machines are turned off or scan is interrupted during a scan.

    the registry keys are set for missed event so that this scan be carried out  once machines are back. However sometimes the interface gets stuck with current status and never gets updated like Cancelled, Paused etc.

    If scan was running as per the interface then you cannot run another scan, it would say , its queued as current a scan is active.

    Killing rtvscan.exe restarts the symantec endpoint service and it fixes everything , so :)



  • 3.  RE: I can run a scan, I have the error "Another scan is in progress...."

    Broadcom Employee
    Posted Aug 23, 2012 11:08 PM

    you may have to stop rtvscan process from task manager.

     

    let teh existing scan completes..



  • 4.  RE: I can run a scan, I have the error "Another scan is in progress...."

    Posted Aug 23, 2012 11:18 PM

    Thanks.

    As I put in the description, I tried to kill the rtvscan.exe but it doesn't exist and tried to restart that service but it's grey out, no ootion.

    I was checkin the document that you provide me and it is talking about some key on the register located on:

    HKEY_CURRENT_USER\Software\Symantec\Symantec Endpoint Protection\AV\Custom Tasks\ or HKEY_LOCAL_MACHINE\Software\Symantec\Symantec Endpoint Protection\AV\Custom Tasks\

    But in this register and on the servers that are working fine, I found: HKEY_CURRENT_USER\Software\Symantec\Symantec Endpoint Protection\SMC and HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\Symantec Endpoint Protection\Content or \CurrentVersion or \Liveupdate or \NAC or \SMC

    But not the \AV key.

    Help!!!!

    Thanks



  • 5.  RE: I can run a scan, I have the error "Another scan is in progress...."

    Posted Aug 23, 2012 11:34 PM

    You can try

    SMC -stop and restart

    Edit

    Change setting HKLM\SOFTWARE\Symantec\Symantec Endpoint Protection\SMC\LaunchSmcGui = 0

    https://www-secure.symantec.com/connect/forums/scan-does-not-start



  • 6.  RE: I can run a scan, I have the error "Another scan is in progress...."

    Posted Aug 23, 2012 11:37 PM

    When I try to stop SMC stop I got Access Denied, when I wnat to change the value 1 for 0 on the key, I got: "Can not edit LaunchSmcGui: Error writing the value's new contents".



  • 7.  RE: I can run a scan, I have the error "Another scan is in progress...."

    Posted Aug 23, 2012 11:39 PM

    I forgot: I'm logged as Administrator and just in case, for the regedit I did right click, run as admin



  • 8.  RE: I can run a scan, I have the error "Another scan is in progress...."

    Posted Aug 23, 2012 11:53 PM

    try to login admin account

    Edit,

    Logoff server some time and check again



  • 9.  RE: I can run a scan, I have the error "Another scan is in progress...."

    Posted Aug 23, 2012 11:57 PM

    I did, even there are some servers that are on the domain, even I login as local administrator or domain administrator the same result. The only difference is that with domain admin I'm able to stop the SMC service but no change the key value



  • 10.  RE: I can run a scan, I have the error "Another scan is in progress...."

    Posted Aug 24, 2012 12:06 AM

    Try the steps given below :

    1. Stop the "Symantec Endpoint Protection" service.

    2. Rename both of the following files: (Both files may not be present .)

    "C:\Program Files\Symantec\Symantec Endpoint Protection\notesext.dll"
    "C:\Program Files\Common Files\Symantec Shared\vpmsece.dll"

    3. Restart the "Symantec Endpoint Protection" service.

     And then try to run the scan

    Edit...

    Try  Tamper protection OFF and try again.........



  • 11.  RE: I can run a scan, I have the error "Another scan is in progress...."

    Posted Aug 24, 2012 12:20 AM

    Sorry, but i can't stop the "Symantec Endpoint Protection" service. Even with Tamper Prot off



  • 12.  RE: I can run a scan, I have the error "Another scan is in progress...."

    Posted Aug 24, 2012 12:30 AM

    Log of system and try to login another account restart scan



  • 13.  RE: I can run a scan, I have the error "Another scan is in progress...."

    Posted Aug 24, 2012 12:31 AM

    Tried. Same result



  • 14.  RE: I can run a scan, I have the error "Another scan is in progress...."

    Posted Aug 24, 2012 12:40 AM

    I wish i could...........We have try all of Possibility but no result.

    Once you have recievd solution Please give answer what is solution

    Please open a case with support to get this resolved.

    Contact Symantec Customer Care on 

    http://www.symantec.com/support/assistance_care.jsp

    Please call to tech support on below number to get SERT PIN..

    Regional Support Telephone Numbers:

    United States: https://support.broadcom.com (407-357-7600 from outside the United States)

    Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)

    United Kingdom: +44 (0) 870 606 6000

    Additional contact numbers: http://www.symantec.com/business/support/contact_techsupp_static.jsp