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Issues with SMC service.

  • 1.  Issues with SMC service.

    Posted Apr 23, 2014 08:41 AM

    Hi all,

     

    We are facing an issue with locations and devices for about seven months and we have no solution from Symantec yet instead the many cases that we opened.

    Now we think that this could be related with SMC service that on some notebooks stay stucked on stopping state and never comes down until the notebook shuts down but when we test the service outside the network, it works perfectly I mean stops inmediately. I think that this could be related with the tamper but the issue is not happening on all the notebooks and the tamper rule is the same.

    Question is: is there any method or any clue to figure the service thing out?

     

    Thanks in advance

    Regards



  • 2.  RE: Issues with SMC service.

    Posted Apr 23, 2014 08:42 AM

    What's the exact version here?

    What you need to do is work with support to reproduce the issue and collect the logs

    How to use the Symantec Help Tool to collect data for Support.



  • 3.  RE: Issues with SMC service.

    Posted Apr 23, 2014 08:43 AM

    does it happen on all the versions of SEP?



  • 4.  RE: Issues with SMC service.

    Posted Apr 23, 2014 10:02 AM

    the version is the 12.1.3001.165 and we saw the issue on the 12.1.4 too. The case is already open and waiting for reply but any help will be appreciated



  • 5.  RE: Issues with SMC service.

    Posted Apr 23, 2014 10:36 AM

    Have you tried the latest version?

    I found this in fix notes for 12.1.4.1

    SMC.exe terminates unexpectedly when applying LU policy
    Fix ID: 3402598
    Symptom: The process SMC.exe terminates unexpectedly when applying a LiveUpdate policy with a Group Update Provider. This issue only affects the Polish version of Symantec Endpoint Protection.
    Solution: Resolved a malformed string in the policy processing logic.
     


  • 6.  RE: Issues with SMC service.

    Posted Apr 23, 2014 10:42 AM

    Can you provide more information about what's going on?

    • are you trying to stop SMC and it gets stuck, or do you just find it in a stopping state?
    • when you say it works outside the network, do you mean you use location awareness and you're able to run "smc -stop" when it's in the "outside the network" location?
    • Is this preventing your machines from shutting down?
    • have you tested the 12.1RU4MP1 client?
    • have you enabled and reviewed the debug logs?

    Sorry for the many questions here, but want to get this clear in my head.  Plus, can you jot down everything you've already done (repair, reinstall, cleanwipe, etc).



  • 7.  RE: Issues with SMC service.

    Posted Apr 23, 2014 11:44 AM

    We saw that the service never goes down and it stucks on stopping state during the shut down. The machine finally shut down but the service never went down.

    When we run the smc -stop on the laptop the service stucks at the same point and we need to run this many times until this works, but when we unplug the network cable and left the notebook without connection, the smc -stop stops the service inmediately.

    This was tested on the 12.1.RUMP1 client but I didn't run a SymHelp yet.



  • 8.  RE: Issues with SMC service.

    Posted Apr 23, 2014 12:03 PM

    Just to recap then, please confirm if these are correct:

    • this happens when your users try to shut down, and makes the shutdown very slow
    • this has been seen on 12.1RU4MP1 (I'm assuming here as you left out the number after RU)

    In that case, can you confirm what you've tried so far?  Have you:

    • changed the feature set?
      • if so, which ones and what happened?
    • tested disabling specific policies?
      • if so, which ones and what happened?
    • tried shutting down immediately after startup (i.e. does this only happen after the machine has accessed network resources)?


  • 9.  RE: Issues with SMC service.

    Posted Apr 23, 2014 03:18 PM

    Your affirmations are correct. We didn't change any feature set and didn't test disabling any policy. We can trying what you said about the shutting down but we also tested on another machine with no positive results.



  • 10.  RE: Issues with SMC service.

    Posted Apr 24, 2014 03:31 AM

    I must admit, I'm surprised testing with individual features instaleld has not already been tried with Symantec Support on the case.

    Let us know how you get along!



  • 11.  RE: Issues with SMC service.

    Posted Apr 24, 2014 04:02 PM

    We are working with Symantec about the main issue but the service thing is something that we just faced so I just wanted to know if there is ny solution to avoid the stopping state of the service.



  • 12.  RE: Issues with SMC service.

    Posted Apr 24, 2014 04:43 PM

    It's probably going to come down to a code fix in SEP.



  • 13.  RE: Issues with SMC service.

    Posted May 21, 2014 11:32 AM

    Symantec tech support said that the state "stopping" is not important and that is normal so we applied some changes on the ADC policies.

     

    Thanks for your comments