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SEP error after deploying citrix xenclient

Created: 05 Jul 2013 | 5 comments
m4xx's picture

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?

 

 

Operating Systems:

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SMLatCST's picture

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.

Mithun Sanghavi's picture

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: 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_techsupp_static.jsp

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.

TORB's picture

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?pag...

Regards

Torb

 

 

 

.Brian's picture

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

Thanks,
Brian
 

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.

GiorgioF's picture

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