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SEP client version not reported correctly in SEPM

  • 1.  SEP client version not reported correctly in SEPM

    Posted Oct 02, 2012 08:31 AM

    Hello,

     

    I have upgraded the SEPM to 12.1.1 MP1 version and I am now in the process of upgrading the clients from SEP 11.0.5 to 12.1.1MP1.

    I already have more than 1500 machines successfully upgraded, but I also have some machines with the following issue:

    The SEP 12.1.1 MP1 client is installed correctly and running on the machine. The machine gets all the required updates. The problem is that the client version is still reported as 11.5 in the SEPM console.

     

    I have checked the file versions and everything seems to be OK. Unfortunately I do not have enough rights to restart the SMC process and I can not reach the user.

    I have the following questions:

    1. Do you have any idea what could I do to fix this issue?

    2. Where does the information sent to SEPM come from (registry key/value, file version etc)?



  • 2.  RE: SEP client version not reported correctly in SEPM

    Trusted Advisor
    Posted Oct 02, 2012 08:59 AM

    Hello,

    When the client version is reported as SEP 11.0.5, that clearly indicates that the Installation did not succeed on the client machine.

    You could pull the Application log from the client machine and check if the installation was successful.

    From the SEPM, Monitors, Logs TAB could also be used for what you need.  From there you can select the log type you are interested in, specify date ranges, machine names, and other fields to narrow your results, etc.

    Secondly, when migrating from SEP 11.x, it is recommeded to upgrade to SEP 12.1 RU1 first and later to SEP 12.1 RU1 MP1

    In this case, I would suggest you to restart the client machine and check again.

    If that does not help, replace the sylink file on the client machine and check again.

    Hope that helps!!



  • 3.  RE: SEP client version not reported correctly in SEPM

    Posted Oct 02, 2012 09:36 AM

    The installation logs show the package was successfully installed (installation exit code = 0)

    I can not migrate from SEP 11.5 to SEP 12.1 RU1 client, as I do not have a SEP 12.1 RU1 client. The SEPM is already SEP 12.1.1 MP1 and I never had a SEP 12.1 RU1 server in place.

    All the SEP 11.5 files were replaced by the SEP 12.1.1 RU1 files.

    I am not able to find the SyLink.xml file location on a SEP 12.1.1 MP1 client. I can only locate a Sylink.dll file. Could you please let me know where I can find this file?

    I am not allowed to reboot the machine, so I will have to get back to you regarding the results of this action. I need to contact the user and it will take a lot of time until I receive an answer.



  • 4.  RE: SEP client version not reported correctly in SEPM

    Trusted Advisor
    Posted Oct 02, 2012 10:02 AM

    Hello,

    Check these Articles:

    What is the location for Sylink.xml in Symantec Endpoint Protection 12.1?

    http://www.symantec.com/docs/TECH165055

    How to change the sylink.xml file in Symantec Endpoint Protection (SEP) 12.1

    http://www.symantec.com/docs/TECH157585

    Hope that helps!!

     



  • 5.  RE: SEP client version not reported correctly in SEPM

    Posted Oct 02, 2012 10:19 AM

    Thank you for the information.

    As far as I can see now, it seems that even though the installation exit code in 0, the config folder is empty.

    The computer was just shut down, so I will update this case as soon as the machine comes online.



  • 6.  RE: SEP client version not reported correctly in SEPM

    Posted Oct 02, 2012 11:29 AM

    What's your heartbeat set to? Perhaps it just hadn't checked back in yet, in which case the SEPm won't reflect until it does. Also, were clients were rebooted after being upgrading?



  • 7.  RE: SEP client version not reported correctly in SEPM

    Broadcom Employee
    Posted Oct 02, 2012 11:41 AM

    have the clients restarted?

    can you pass on the sylink log?



  • 8.  RE: SEP client version not reported correctly in SEPM

    Trusted Advisor
    Posted Oct 02, 2012 11:51 AM

    Hello,

    Usually, after the restart of the machine the clients should communicate to the SEPM and update it's information.

    To understand the Heartbeat Process, check this Article below:

    Symantec Endpoint Protection : The Heartbeat Process

    Hope that helps!!



  • 9.  RE: SEP client version not reported correctly in SEPM

    Posted Oct 03, 2012 03:22 AM

    The client was restarted but the situation is as follows:

    - Now all the folders seem to contain all the required files.

    - The machine has received the latest updates

    - I have deleted the machine from SEPM and waited for the new heartbeat. The machine has communicated, but the information in the SEPM is still not the one on the machine (old client version, old virus definitions).

    - The machine has received the correct policies because I can see that it is receiving updates from the correct Internal LiveUpdate Server.

    Could you please let me know where to locate the SyLink log?



  • 10.  RE: SEP client version not reported correctly in SEPM

    Posted Oct 03, 2012 03:38 AM

    Hi,

    You can enable Syslink log

    How to enable Sylink debugging for the Symantec Endpoint Protection 11.x and 12.1 client in the Windows Registry

    http://www.symantec.com/business/support/index?page=content&id=TECH104758



  • 11.  RE: SEP client version not reported correctly in SEPM
    Best Answer

    Posted Oct 03, 2012 04:41 AM

    Hmmm...it seems that we are having some DNS resolution issue in the location and the machine I was looking at is not the machine from SEPM.

    Sorry for the inconvenience and thank you for all the useful information.