IE 8 Crashes After Installing Symantec Endpoint Protection SBE 12.1 RU1
After installing SEP SBE 12.1 RU1 at two client facilities on Windows XP SP3 computers (upgraded from version 11 at one faciity and an earlier version of 12.1 at the other), IE 8 crashes each and every time an attempt is made to start it. No browser window ever appears. Following is a list of troubleshooting steps I took at both faciities. I restarted the comupters after each step.
- Scan using Symantec Endpoint Protection version 12.1 - no viruses.
- Scan using Malwarebytes latest edition and definitions - no viruses.
- Remove all temp files, Internet temporary files and all Internet files in the Content.ie5 hidden folder.
- Using the Internet Options application in the Control Panel, disabled all add-ons.
- Using the Internet Options application in the Control Panel, reset the browser with all options selected (available on the advanced tab).
- Found a script online that purported to fix the type of problem I was having. Numerous comments said it worked for them. It did not work for me on 1 computer where I tried it.
- Did a system restore to a point before the problem started.
- Downgraded to IE7. IE7 then crashed the same way.
- Upgraded to IE8 again
- Removed the most recent updates.
- On one computer, I installed Firefox and it crashed the same way IE 7 & 8 crashed
Finally, I loaded process monitor by Sysinternals and saw SEP doing some strange things, so I removed it on the last computer I was troubleshooting. Immediately upon removal, IE8 worked with no problems. I then reinstalled SEP and IE8 continues to work; although that was done only a few minutes before writing this post. Who knows what tomorrow will bring?
This does not appear to be a random problem and I now expect it to happen in other places where I have Windows XP and RU1. How about it Symantec? Are you aware of this problem and when will it be fixed?
By the way, I posted this problem on a Microsoft Internet Explorer forum believing the problem was with IE8.
Tony Lombardi
Pronetserv Inc.
Comments
IE 7 & IE 8 are supported
IE 7 & IE 8 are supported version. Have you enabled the IE application dump?
Cheers!
Pete
Help Link: http://www.symantec.com/business/support/overview.jsp?pid=54619
Wow! So I am not the only
Wow! So I am not the only one having the problem with SEP 12.1 RU1.
Yes, Pete, to answer your question, all clients are updated with current patches. The facility has WSUS and patches get installed as soon as they are available. Nevertheless, I checked for new ones just in case. My original post, also, notes that I removed the latest patches in the belief they may be the problem, which they were not as I discovered later. And no, I did not enable IE application dump. Process monitor pointed me in the right direction. Anyway, I am not aware of a special setting to enable and disable IE specific error captures. Of course, WER is enabled, but the dump from that didn't tell me anything. I posted the short version event log entry on Microsoft's IE forum and no one could make heads or tails out of it.
Sure hope the Symantec people are monitoring this thread. This is not a good situation.
Tony Lombardi
Same problem
Hi tony,
I'm having the same problem on a site we are curently upgrading to 12.1 RU1. We now have around 5 Xp clients that will not open IE8. if I uninstall Endpoint, everything works fine. As soon as I reinstall, the problem returns. I have just opened a case with support so will report back when I know more.
Just been speaking to another engineer of ours and it seems he also had this on another upgrade site before Christmas but only on two clients. He ended up reloading windows from scratch to solve though. It does at least prove it is not a problem with a particular site and setup.
Neil
did you apply any patch
did you apply any patch recently?
Cheers!
Pete
Help Link: http://www.symantec.com/business/support/overview.jsp?pid=54619
No it's a clean install. We
No it's a clean install. We have just recently taken over the site and they were running Sav 9. We had a few problems with a couple of test client installs so decided to run a full cleanwipe on each workstation before deploying.
I downloaded the latest Endpoint version from file connect on Tuesday and all other traces of previous Symantec has been removed from servers and workstations.
thanks
Neil
What I meant was any
What I meant was any Applicatio patch or Microsoft patch?
Enable the application dump, can you also check with Microsoft guys?
Cheers!
Pete
Help Link: http://www.symantec.com/business/support/overview.jsp?pid=54619
No nothing. We only did the
No nothing. We only did the install yesterday and the ones that are crashing IE did it straight away after the Endpoint Install reboot.
I have an open case and have just sent off the support tool report so will report back when I know more.
Hi Tony, Just wanted to say
Hi Tony,
Just wanted to say we're experiencing the exact same problem here now after migrating to the same version late last year. It's affecting almost every browser I've tested so far too, Chrome and firefox certainly. Removing SEP fixes the problem but I have not yet found the exact feature causing the issue. I can confirm it's not: "Browser Intrusion Prevention" at least...
Have you contacted support yet? I might be doing so this afternoon.
Hi L, The only browser I've
Hi L,
The only browser I've found not to be affected is Safari. I assume that the browser protection doesn't support Safari so it is unaffected.
Neil
ok, can you disable the
ok, can you disable the browser protection and see if it makes difference?
Cheers!
Pete
Help Link: http://www.symantec.com/business/support/overview.jsp?pid=54619
Right just got off the phone
Right just got off the phone with support. There seems to be a bug in this version with Application and device control.
Advise was to remove this module from any affected clients and restart or to downgrade to an older version. (Can't remember which one the chap said unfortunately as this is not an option for me).
Have tested on two machines so far and it works. Will have to wait for a patch now
Thanks
Neil
Neil, do you have your case
Neil, do you have your case number?
Paul Murgatroyd
Principal Product Manager, Symantec Endpoint Protection
Endpoint twitter feed: http://twitter.com/symc_endpoint
Hi paul, Yes it's
Hi paul,
Yes it's 416-033-920.
thanks
Neil
Ps.....Good to hear from you anyway. it's Neil from Aindale by the way.
Here it is: 416-033-920
Here it is: 416-033-920
Thanks Neil. I can confirm
Thanks Neil. I can confirm excluding that feature from our install packages a couple of days back fixed the issue for us too.
whe have the same problem,
whe have the same problem, the RU 1 doesn`t fix it.
I open a case on symantec and they don`t know how to resolve it. Why i have to deploy clients excluding features that i need?, why i have to downgrade the version... i think thats a homemade fix... not a solution.
Still a problem. IE7 or IE8.
Still a problem. IE7 or IE8. It doesn't matter.
I started upgrading some desktops yesterday and today. Two of them have this problem. Did a CleanWipe and re-installed, but that didn't help.
I backed down to IE7, CleanWiped SEP, and then deleted all the folders and registry entries that CleanWipe missed. Re-installed SEP. Still have the problem.
Upgrading to IE8 after the re-install to see if anything changes, and it didn't.
Funny. The only two that failed like this have the application Trusteer Rapport installed. It has real-time monitoring of browsers.
I uninstall Rapport, and the browser started working again. I re-enabled all policies and it still works.
Check your user's Add/Remove Programs to see if they have Rapport installed. If so, uninstall it. SEP is NOT listed on their website as a supported/compatible AV application.
Forgot to mention. The way I
Forgot to mention. The way I found that Rapport was the issue was evident in the SEP Client Management System logs. SEP's Tamper Protection reported that Rapport was attempting to shutdown SEP.
My bad. It was the Tamper
My bad. It was the Tamper Protection logs...
Here's the fix from
Here's the fix from Rapport:
This worked for me. Step 7 is to stop Rapport from blocking Remote Control applications. Rapport blocked the Deployment Console when I was trying to remote control the PC with the problem. Remote Desktop worked though.
First time installs of 12.1.1000.157 RU1
We are having the same issue when installing SEP for the first time. (Displacing McAfee)
It only affects a small amount of Windows XP machines. IE8 and Firefox crash only when SEP 12 is installed.
We have tried adjusting policies to no avail. We will look for the Trusteer Rapport issue.
Trusteer Rapport causes IE8 to crash
Fortunately, we caught this on the second day of our deployment. Thanks to others for posting the solution here.
Symantec, could you guys work with the Trusteer folks to update their software???
IE 8 Crashes After Installing Symantec Endpoint Protection SBE 1
Our customer organization does come accross with following problems after upgrading to SEP 12 verion 12.1.1000.157 RU1
1. Internet Explorer application need to shutdown
2. Loss of network connectivity
Estimated cases been opened until today around 30-40 cases. Headache....
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