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SEP 12.1.2 and Windows XP offline files

Created: 20 Mar 2013 • Updated: 23 Mar 2013 | 8 comments
This issue has been solved. See solution.

Hi Symantec Users!

I’m currently facing a problem with SEP 12.1.2 and client offline files (particularly with Windows XP).

The issue is if a client accesses a network drive (e.g. \\server\myfolder\mydocument.doc) and tries to access a file, it will take the client offline and disconnect them from the shared drive.  The Windows XP offline files error code is “You are no longer connected to <server>. You can continue working normally.".  The user can resynchronise again but retrying causes the same problem. 

Even if I disable the SEP on the client with “smc – stop”, the same problem still occurs, but if I uninstall SEP altogether the issue is resolved.

This is my environment details:

Symantec Server Details

Windows Server 2008 R2 Standard

SEP Version: 12.1.2015.2015

Client Details

Windows XP Service Pack 3

SEP Version: 12.1.2015.2015

802.1x is used in this environment (don't know if that changes anything).

In addition I’ve tried the following from the thread below, however no success: 

https://www-secure.symantec.com/connect/forums/folder-redirection-not-accesibel-offline-files

One last thing, I’ve got the same setup going in a Windows 7 client which uses offline files and doesn’t have this problem.  Sadly a lot of our users are still running Windows XP and can’t migrate them to Windows 7 just yet.

Has anyone else had this problem before?

Thanks in advance,

Operating Systems:

Comments 8 CommentsJump to latest comment

.Brian's picture

What SEP components are installed?

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

Chillax_Bro_Im_Joking's picture

Hi,

Thanks for the quick reply, please find attached image to this.  Image contains components roll out to clients.

Comp.png
Mithun Sanghavi's picture

Hello,

This problem may occur that you use cached credentials to log on to the computer.

Domain DFS network path goes offline after you open Windows Explorer or My Computer in Windows XP

http://support.microsoft.com/kb/834674

How to re-initialize the offline files cache and database

http://support.microsoft.com/?id=230738

Reference: 

http://social.technet.microsoft.com/Forums/en-US/winservergen/thread/d3ee5c91-db8a-4269-b23d-ac80bcd3659b/

http://community.spiceworks.com/topic/16885-offline-files-working-offline-you-are-no-longer-connected-to-server-you-can-c

Hope that helps!!

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

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

Chillax_Bro_Im_Joking's picture

Thanks for the reply Mithun, it is much appreciated. 

Good News - I've managed to work out what is causing the problem.  I was trolling through our policies and realised there was an application installed onto the client that could be causing bother.

On our environment we use a program called Vigilance Pro (http://www.e-solutions.uk.com/products/vigilance-p...).  The software basically monitors what users do on the machines and reports its findings back to a server.  I uninstalled the application and it cured all offline file problems. 

Bad News - I need this to work with Symantec.

Vigilance works by running two applications on the user's machine:

1.  pehost.exe (located in C:\Program Files\Vigilance Pro\pehost.exe) - ran as the logged on user

2.  pectrl.exe (located C:\Program Files\Vigilance Pro\pectrl.exe) - ran as the SYSTEM account. Pectrl.exe also appears as a Windows Service (services.msc)

I've managed to add and ignore pehost.exe into the exceptions policy on SEP server. (Exceptions Policy > Exceptions > Add > Windows Exceptions > Application). 

However I am unable to find pectrl.exe on the list.  It’s like SEP doesn’t see it running on the client machine. Maybe because its ran as a SYSTEM account?

I’ve tried to add it manually onto the machine’s exceptions too, however it’s not worked.  Another annoying thing is that the logs do not seem to show any of this behind the scene.

My questions now are:

  1. Anyone got any ideas how I can make SEP ignore these applications from being touched?

Sorry for the long post!

Mithun Sanghavi's picture

Hello,

I would recommend you to Create a Case with Symantec Technical Support to look into this issue further - 

Check these Steps below:

How to create a new case in MySymantec

http://www.symantec.com/business/support/index?page=content&id=TECH58873

Phone numbers to contact Tech Support:-

Regional Support Telephone Numbers:

  • United States: 800-342-0652 (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_t...

Hope that helps!!

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

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

SebastianZ's picture

Do you have SEP Application and Device Control enabled on the SEP clients? What happens if you uninstall this compoenent only from the SEP Package? Can the issue still be reproduced afterwards?

Chetan Savade's picture

Hi,

I would also suggest to log a web case with Support team. Before that try to isolate which component causing this issue.

You can remove one by one SEP feature and try to find out which component is culprit.

I could not find out any specific info about Vigiliance application.

This can help you to move case towards faster resolution.

How to create a new case in MySupport

http://www.symantec.com/docs/TECH58873

How to Create and Validate a SymAccount for using Symantec's MySupport

http://www.symantec.com/docs/HOWTO31127

How to update a support case and upload diagnostic files with MySupport

http://www.symantec.com/docs/TECH71023

Regional Support Telephone Numbers:

  • United States: 800-342-0652 (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

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.<

Chillax_Bro_Im_Joking's picture

Hi SebastianZ, my clients have Application and Device Control installed, however the Application and Device Control Policy is disabled on my SEP server (the machines are in that group).  I'll try that though, rolling out SEP to the clients without ADC installed.

I also tried what Chetan suggested manually working my way though the SEP services disabling them to see if it changes the outcome, however no luck. 

Question - If you disable a SEP service manually on the client, does it take while for SEP update? or should it be instant.  Just wondering if I should be doing a smc -stop / smc -start every time I change a setting.

In addition I've been speaking with Vigilance developers and apparently they have an upgraded version of the software available.  I'm currently awaiting for it to arrive, so I think I'll mark this as resolved and see what happens when I get the software.  If it still doesn’t work with the latest version, then I'll create a case in MySupport.

Thanks again for all your help, it has been much appreciated!

Have a good weekend,

All the best

SOLUTION