Endpoint Protection

After Windows Update, my SEP icon no longer showing in system tray.

If you try to open it from the Start menu, does it open? If it errors out then try running a repair on the client.

Also try the symdiag tool:

Download SymDiag to detect Symantec product issues

yes, SEP opens, just not showing anymore in icon tray. ran SymDiag, looks ok.

Was a policy configuration made to hide the SEP tray icon?

What happens after a reboot?

What OS and SEP version?

Issue is occuring after applying  windows update. What if you removed latest Windows update? What's the SEP version?

Does it show up in you connect via console session?

Mstsc / Console?

I had this issues as soon as I rolled out MP5.  It happened on around 120 out of 600 of my clients. Additionally, I have several hunderd linked clone VM's and some of those no longer show the icon in the System tray.  These "in theory" are all the same as they are built from a base image (which by the way, the icon does display)  

Not only that, The POP UP for the physicals (laptops and desktops) were set to notify the client to restart, and the pop up never appeared for them ... I can't say for sure that these are the same machines that no longer have the icon in the taskbar.  Has anyone else seen this?

**** This issue happened without any Windows Updates ... perhaps was an update already rolled out???

OS = Wndows 7 Enterprise and some Windows 7 Professional

SEPM 12.1 RU6 MP5

SEP 12.1 RU6 MP5

Did you upgrade the windows OS or was it merely a windows update?

I removed windows update KB2952664 and SEP icon came back, will see if it stays.

Do you have KB2952664 installed? If so, remove and see if the icon comes back.

Denliu,

Thank yor for the update on that. Can you easily recreate the issue?
 

Denliu and Brian,

I did have the KB2952664 update installed, remove it and the icon came back.  Do you have an explanation as to why this KB removed the icon and if there is anything that can possibly be done on your side to correct the issue?  Could this KB have caused machines to not receive the pop up when I pushed out the installation (upgrade) to MP5?  The disappearance of the icon in the tray and the pop up notification to boot to complete the installation of MP5 seemed to be more prevalent for this upgrade?

Looks like a bug somewhere. Symantec (and maybe MS) will need to investigate. Best to get a case open at this point.

In case logging case with support share the support case number. 

I have got the same problem. I have tried to uninstall KB2952644 but almost nothing changed. Every 2nd time SEP tray icon can't be seen after booting. Has anybody got a better idea to resolve the problem? I am using SEP 12.1 RU6, unmanaged client. The SEP 12.1 RU5 never had this problem. (It is very annoying, because I don't know SEP is running or not.)

Now for me the missing tray icon occurs ONLY after any installation! Otherwise it can be seen.

Case Number 11230371

I'm currently working with Symantec Support but here's an interesting, initial finding.

https://support.symantec.com/en_US/article.TECH226046.html

Following that support article, we have done a SMC -stop and then SMC -start and the icon returns and stays -- even after a reboot.  We ran a command window as admin then smc.exe from either:

C:\Program Files (x86)\Symantec\Symantec Endpoint Protection\12.1.7061.6600.105\Bin
C:\Program Files (x86)\Symantec\Symantec Endpoint Protection\12.1.7004.6500.105\Bin

Here's a summary of what I discovered when working with Symantec on Case Number 11230371 

When trying to troubleshoot with Symantec, I disabled Tamper Protection in the SEPM console as a policy under General Settings.  I let clients get that policy.

Then, doing a smc.exe -stop and a smc -start (C:\Program Files (x86)\Symantec\Symantec Endpoint Protection\) made the icon reappear.  The icon remained even after restarts -- but with Tamper Protection still disabled.

However, re-enabling tamper protection then caused Symantec to stop working on one machine where the service could not be restarted and a reboot was needed.  After the reboot, with Tamper Protection enabled, the icon did not return.  This was confirmed on a few other machines -- the icon disappeared again with Tamper Protection enabled.

The theory is that there are remnants of previous versions or settings in the registry that were not cleaned up (or similar).  The suggestion is to try a CleanWipe but we have too many to do this on.  There is still full functionality in SEP -- just no icon.

Symantec indicated that version 14.x is about to be launched in a month or 45 days or so and this product does a "cleanwipe" during the installation process.  The thinking is an upgrade to 14.x will resolve these issues.