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Proactive Threat Protection is disabled

  • 1.  Proactive Threat Protection is disabled

    Posted Mar 10, 2015 02:42 PM

    Hi,

     

    I have a computer that was showing a message saying "Proactive Threat Protection is Malfunctioning".  The version of SEP installed is 12.1.5 (12.1.RU5).   After I manually installed the latest definition files, the following happened.....

    Virus and Spyware Protection - updated latest files

    Network Threat Protexction - updated latest files

    Proactive Threat Protection - DID NOT update latest files

    Would anyone be able to to help me figure out why the Proactive Threat Protection section keeps showing "Proactive Threat Protection is Malfunctioning".  Any help assistance is greatly appreciated!

     

    Thanks,

    Kevin

    Symantec.PNG



  • 2.  RE: Proactive Threat Protection is disabled

    Posted Mar 10, 2015 02:43 PM

    Have you tried just running a repair? Also, run the symhelp tool which can check for issues with definitions.

    Troubleshooting computer issues with the Symantec Help support tool

    http://www.symantec.com/docs/HOWTO80839



  • 3.  RE: Proactive Threat Protection is disabled

    Posted Mar 12, 2015 09:29 AM

    Run the diagnose tool to know the troubleshoot answer

    Download the Symantec Help (SymHelp) diagnostic tool to detect Symantec product issues

    Article:TECH170752  | Created: 2011-09-29  | Updated: 2015-02-09  | Article URL http://www.symantec.com/docs/TECH170752

    Apart that you can try to clean the defintion as the picture define it may be defintion corruption  issue

    How to clear out definitions for a Symantec Endpoint Protection 12.1 client manually

    Article:HOWTO59193  | Created: 2011-09-08  | Updated: 2014-10-15  | Article URL http://www.symantec.com/docs/HOWTO59193


  • 4.  RE: Proactive Threat Protection is disabled

    Posted Mar 12, 2015 11:21 AM

    Hi Brian & Sumit G,

    I ran the repair and it (kind of) helped me.   After I ran the repair, i ran Live Update and it updated the Proactive Threat Protection definition files....but....it almost immediately went back to showing "Proactive Threat Protection is Malfunctioning".   I have attached a screenshot showing the errors in the log file.   Thank you for helping me out with this issue, its greatly appreciated.

    Kevin

    Symantec Error Log.PNG

     



  • 5.  RE: Proactive Threat Protection is disabled

    Posted Mar 12, 2015 11:24 AM

    Did you try a repair?

    Try clearing out the BASHdefs (step 2) per this article:

    http://www.symantec.com/docs/HOWTO59193



  • 6.  RE: Proactive Threat Protection is disabled

    Posted Mar 12, 2015 11:31 AM

    could you please provide us the Screenshot of the Liveupdate Downloads; 

    SEPM >> Admin >> Local site >> Show Liveupdate Downloads



  • 7.  RE: Proactive Threat Protection is disabled

    Posted Mar 12, 2015 12:59 PM

    Hi Brian,

    Yes, I ran the repair but it didnt resolve the issue.   For the BASHdefs troubleshooting, am I doing Step 2 only?

    Thanks,

    Kevin



  • 8.  RE: Proactive Threat Protection is disabled

    Posted Mar 12, 2015 01:04 PM

    2-4 but only related to BashDefs. Same for 6. Only clear bashdefs key. Need to do 7 as well.



  • 9.  RE: Proactive Threat Protection is disabled

    Posted Mar 12, 2015 02:41 PM

    Hi Brian,

    I have attached a screenshot where 2 of the folders are highlighted in blue.   Both folders contain 1 file in them that I am unable to delete.   I was able to delete everything except them.  Thanks

    BASH Files.PNG

     



  • 10.  RE: Proactive Threat Protection is disabled

    Posted Mar 12, 2015 02:44 PM

    Sorry, I forgot to mention in my last post that my issue of being unable to delete 2 files happened in Step 4

    Thanks



  • 11.  RE: Proactive Threat Protection is disabled

    Posted Mar 12, 2015 02:51 PM

    You only need to worry about deleting the bashdefs folder.



  • 12.  RE: Proactive Threat Protection is disabled

    Posted Mar 13, 2015 09:09 AM

    Hi Brian/Rafeeq

    I deleted the all of the BASHDef files but it still wasnt working.   I contacted Symantec they gave me the most recent Cleanwipe utility to run.   I ran that utility and reinstalled Symantec Endpoint Protection and now everything works correctly.   Thank you guys for helping me out, its greatly appreciated!

    Thanks,

    Kevin