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SEP 11 client Auto Protect Failed to Load

Created: 09 Jul 2013 • Updated: 15 Jul 2013 | 9 comments
This issue has been solved. See solution.

I'm experiencing a problem on one client where I just cannot get Endpoint working.  It will not get up to date definitons and when you check the status of the client it says File System Auto Protect is malfunctioning.  Checked the system log in the antivirus and antispyware protection log history and it says auto-protect faled to load, 

I have tried uninstalling, removing folders: C:/Program Files/Symantec/Symantec Enpoint, C:/Program Files/Common Files/Symantec Shared, C:/Documents and Settings/All Users/App Data/Symantec.  Then running ccleaner, rebooted and reinstalled but still get the same problem.  Can anyone help me with this?  The SEP and SMC services are both started.  I've also tried the procedure to replace corrupt defintions, removed all defs and then I had no defs but still said malfunctioning. Thanks in advance.

Operating Systems:

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Rafeeq's picture

12.1.3 is the latest so you can try installing that to test.

AP will fail to load if there are improper permission in Dcom.as per this document

http://www.symantec.com/business/support/index?page=content&id=TECH102962

if it still fails

navigate to services.msc 

disable all the symantec services. Kill all the symantec services from task manager. make the start type as automatic.Start one by one.

Boeky's picture

Ran symhelp and have corrupt virus defs and an error with service SRTSP is not configured and operating properly.

corrupted defs files: virscan4.dat, virscan7.date and tcdefs.dat

.Brian's picture

Call support and request the cleanwipe removal tool.

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Chetan Savade's picture

Hi,

Thank you for posting in Symantec community.

Could you please confirm the SEP verison?

If not using the latest version then I also believe upgrade to the latest version of SEP can be the possible solution.

SEP release details are available here: http://bit.ly/m0vOJp 

RU7 MP3 is the latest version for SEP 11.x platform.

SEP 12.1 RU3 is the latest version for SEP 12.1 

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

Mithun Sanghavi's picture

Hello,

Since you are running SEP 11.x, I would suggest you Using the "Rx4DefsSEP" utility - 

http://www.symantec.com/docs/TECH93036

Using the "Rx4Defs64" utility

http://www.symantec.com/docs/TECH105038

You could also try running the Intelligent updater to update the SEP client definitions.

How to update definitions for Symantec Endpoint Protection using the Intelligent Updater

www.symantec.com/business/support/index?page=content&id=TECH102606

Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

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Boeky's picture

Problem resolved, it was hardware!  Bad sectors on HDD!  Thanks for the help!

SOLUTION
Chetan Savade's picture

Hi,

Could you please share the steps helped you to resolve the bad sectors of HDD.

It can be helpful is someone is facing the same issue.

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

KESH MAN's picture

Open an admin command prompt and run the command chkdsk /f /r <drivename>.

 /F              Fixes errors on the disk.

 /R              Locates bad sectors and recovers readable information

Altiris Administrator

Eli Lilly and Company, Indianapolis, USA

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