Endpoint Protection

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  • 1.  SEP error after deploying citrix xenclient

    Posted Jul 05, 2013 03:51 AM

    Hello,

    I've  installed  SEP on the Master image and works well but after the deploy on the xen client machine ASEP don't starts. I've tried to change the rights on registry but he didn't work. I got this log:
     
    2013/07/04 11:50:52.522 [1604:880] Enterprise version, Build 165!!!
    2013/07/04 11:50:52.725 [1604:880] Starting Symantec Endpoint Protection
    2013/07/04 11:50:53.739 [1604:880] Symantec Endpoint Protection started.
    2013/07/04 11:50:53.739 [1604:880] Command line has been handled
    2013/07/04 11:51:03.163 [1388:5216] Enterprise version, Build 165!!!
    2013/07/04 11:51:03.163 [1388:5664] SetUserProfileDir: User Profile Location: C:\Windows\system32\config\systemprofile
    2013/07/04 11:51:03.178 [1388:5664] Created the message map
    2013/07/04 11:51:03.178 [1388:5664] Created the message map view
    2013/07/04 11:51:03.209 [1388:5664] Service ThreadID 7737C410
    2013/07/04 11:51:13.490 [1388:5664] Failed to read key from ccSettings, err - 2147484167
    2013/07/04 11:51:13.490 [1388:5664] smcProfile mode0
    2013/07/04 11:51:13.490 [1388:5664] Loading c
    2013/07/04 11:51:23.786 [1388:5664] Failed to read key from ccSettings, err - 2147484167
    2013/07/04 11:51:23.786 [1388:5664] Failed to read key from ccSettings
    2013/07/04 11:51:23.786 [1388:5664] Loading C:\ProgramData\Symantec\Symantec Endpoint Protection\12.1.3001.165.105\Data\Config\prodcltdef.dat
    2013/07/04 11:51:34.289 [1388:5664] Failed to read key from ccSettings, err - 2147484167
    2013/07/04 11:51:34.289 [1388:5664] Failed to read key from ccSettings
    2013/07/04 11:51:34.289 [1388:5664] ProfileMan: cannot load backup client profile C:\ProgramData\Symantec\Symantec Endpoint Protection\12.1.3001.165.105\Data\Config\prodcltdef.dat
    2013/07/04 11:51:34.289 [1388:5664] Service Start Initialize() Failed!
    2013/07/04 11:51:34.289 [1388:5664] Service is shutting down
    2013/07/04 11:51:34.398 [1388:5664] Saving SMC State
    2013/07/04 11:51:34.398 [1388:5664] Skip saving state because Engine is not running
    2013/07/04 11:51:34.398 [1388:5664] Stopping SyLink...
    2013/07/04 11:51:34.398 [1388:5664] delete SMC State...
    2013/07/04 11:51:44.694 [1388:5664] Failed to read key from ccSettings, err - 2147484167
    2013/07/04 11:51:44.694 [1388:5664] fail to save state, err code = 1, state path = C:\ProgramData\Symantec\Symantec Endpoint Protection\12.1.3001.165.105\Data\State\SerState.dat
    2013/07/04 11:51:44.694 [1388:5664] delete netport...
    2013/07/04 11:51:44.694 [1388:5664] Disable damper...
     
     
     
    I didn't find anything on web aboute this error : Failed to read key from ccSettings, err - 2147484167
     
    Could you help me?

     

     



  • 2.  RE: SEP error after deploying citrix xenclient

    Posted Jul 05, 2013 04:07 AM

    The closest I can find to your issue is the article below:

    http://www.symantec.com/docs/TECH204913

    Usually the errors are the other way around though (i.e. SEP on a XenDesktop client causing other items to crash)

    If this article is not applicable, then I'd consider logging a support case.



  • 3.  RE: SEP error after deploying citrix xenclient

    Trusted Advisor
    Posted Jul 05, 2013 10:33 AM

    Hello,

    This issue seems to be similar to one of the defect issues -

    Steps to reproduce:
     
    1. Install the SEPM server and its managed client.
    2. Reboot the client and boot in safe mode with networking.
     
    Expected Result:
     
    SMC service should be running in safe mode so new policy can be applied to client.
     
    Actual Result:
     
    Client is shown in unmanaged mode.There is no communication between SEP and 
    SEPM and new policy can not be sent from the server.

     

    I would recommend you to create a Case with Symantec Technical Support.

    Create a case with with Symantec Technical Support Team.

    How to create a new case in MySupport

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

    Phone numbers to contact Tech Support:-

    Regional Support Telephone Numbers:

    • United States: https://support.broadcom.com (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_techsupp_static.jsp

    Hope that helps!!



  • 4.  RE: SEP error after deploying citrix xenclient

    Posted Jul 05, 2013 07:07 PM

    Just to make sure. Have you installed SEP to the c:\ (system) drive?

    From what I see, it looks like it can't find the files in C:\programdata\symantec.

    This can often be seen if someone installs SEP to a non-system drive and then expect SEP to work on a non-statefull VDI where the system drive (c:\) is reset on boot.

    SEP stores the definitions and most system settings in c:\programdata\symantec. A folder that can not be stored on another drive.

    Also check out:

    http://www.symantec.com/business/support/index?page=content&id=TECH123419&actp=search&viewlocale=en_US&searchid=1373065394438

    Regards

    Torb

     

     

     



  • 5.  RE: SEP error after deploying citrix xenclient

    Posted Jul 09, 2013 10:21 AM

    Do you still require assistance? Please update when you have a chance.

    Thanks,
    Brian
     



  • 6.  RE: SEP error after deploying citrix xenclient

    Posted Jul 15, 2013 05:21 AM

    Hi all,

    I'm the Symantec Technical Account Manager for the customer experiencing the issue exposed by Max.

    We didn't yet try suggestions nor collected the logs as suggested by our Tech Support (we opened the case: 04720458), as customer wasn't available.

    Brian and all, we'll let you know after our tests but I think we still need your help, so if you have more suggestions please let us know.

    In the meanwhile I'd like to thank all of you for your support and collaboration so far.

    Regards,

    Fabio