Hi Folks,

I have a client computer that can't start SEP.  It was a push install from SEPM.  The client is giving error:

Failed to start the Symantec Management Client service.  Error code returned: 0x8007041d.

In SEPM, it's showing as offline, but it's last check in was today.  When I try to start the client on the PC, I get the above error.  I tried to push down the package again, but it didn't seem to work.

The computer is saying to restart for SEP, but when you restart, it just comes back to the same loop.

SEP doesn't show up in add remove programs, is there a way to clean it off and start over?

Does it sound like a virus?  I"m running SEPM 12.1.4023.4080 on the server, and the client version I am pushing is a 12.1.2015.

Thanks,

Mike

You can run cleanwipe on the system and do a fresh install locally.

Or you can first see what symhelp shows in terms of errors:

Symantec Help (SymHelp) Download

http://www.symantec.com/docs/TECH170752

Troubleshooting computer issues with the Symantec Help support tool

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

Did you try to repair SEP client ?

Failed to start the Symantec management client service. Error code returned: 0x80070420

I should have added that the shield icon is not present and the program won't start, so I can't run the help support tool.

I downloaded symhelp and will go run it and report back.

James,

The SEP client does not appear in the add/remove programs.  It's listed as a program from the start button, but fails with the error in my OP.  It does not appear in the add/remove programs.

Does it show under

C:\Program Files (x86)\Symantec\Symantec Endpoint Protection

Yes, it does.  But it doesn't appear on add/remove programs as an option.  I found what looked like the setup in the folder Symantec Endpoint Protection\SmcLU\setup.exe, but when I run that it gives an error Error 2343:  Specified Path is Empty.

I didn't see an uninstall in any of the folders, is there one?

Run cleanwipe and install a fresh copy of SEP

You need to call support to get the tool

I don't believe so. Have you tried cleanwipe?

No, but that  was my next step.  I tried to google it, but wasn't finding it on their site for download, do you know where I get it?

check your inbox :)

call them or create  a web ticket

https://www-secure.symantec.com/connect/forums/how-get-cleanwipe-tool-endpoint-removal

Viruses do stop SEP client service.

Run power erarer and then install SEP,

http://www.symantec.com/business/support/index?page=content&id=TECH134803

if system comes clean, then it might be issue of corrupt install.

call support get cleanwipe , remove SEP , install a fresh version

I didn't get it yet.  Will check junk folder.

Your inbox here on connect:)

OK, sorry.  I got it and will go try it now.  Thanks!

So, I got the wipe downloaded and ran it on the client and told it to wipe the client install.  It said it completed and rebooted the computer, but when it came back up, the install was still showing in c:\program files(x86)\Symantec\SEP.  I was kind of expecting it to be gone. 

I'm now running a malware scan to see if it finds malware, then will try to do another push of the SEP client from SEPM and see if it works.  Will post back what I find out.

Yep cleanwipe should've removed all that..not sure why it didn't but you can remove manually...

Let me know the results of the malware scan

Brian and all,

I think it's working now.  I did the wipe and didn't realize when it came back up that it ran a 2nd stage, I thought it was just popping back up after a reboot and I cancelled it.  I guess it didn't fully run.

The 2nd time I ran it,  I did run the 2nd stage after it rebooted and it removed the old install, and I was able to do a successful push from SEPM to it. 

Thanks for all the great advice from everyone!

Yep, that is how it works. Two step removal process.

Don't forget to close out thread by marking the most helpful post as the solution if all is good :)

Using CleanWipe and reinstalling fixed my issue.