Endpoint Protection Small Business Edition

We use SEP.cloud quite some time now for many customers, but we have an issue with multiple customers/servers that show 'Unknown' in the SEP.cloud GUI. All the settings (Antivirus, Antispyware, SONAR, etc.) show a grey question mark.

The lower left corner shows 'Connected to Symantec.cloud'. See attachment.

When I check the management portal and look at the computer profile I see ' Service needs attention, there are 1 issue(s) to address' with the service status "Pending License Activation"

The SEP.cloud was installed on the May 19th, i uninstalled the client, rebooted server, reinstalled the client, but no luck.
I used Cleanwipe and CEDAR tool to remove the client, reinstalled the client, still no luck.
There are enough seats available, so licensing is not the problem

The Network Test shows 'Succeeded' and there is no newer version available through LiveUpdate.

One thing I noticed is that a server that has a fully functional client has different version information than the the client with issues.

For example:

The ' About' button in the GUI for a client that is working normally shows 3 items:

Symantec Endpoint Protection 12.1.4013.4013
Symantec.cloud - Cloud Agent 2.03.71.2618
Symantec.cloud - Endpoint Protection SEP-12.1.4013.4013
 

The ' About' button in the GUI for a client that is NOT working shows 2 items:

Symantec.cloud - Cloud Agent 2.03.71.2618
Symantec.cloud - Endpoint Protection 3.20.00-405

The client that is not working is missing an item and also the Symantec.cloud - Endpoint Protection version is way different than the client is working, Symantec.cloud - Endpoint Protection SEP-12.1.4013.4013 vs Symantec.cloud - Endpoint Protection 3.20.00-405

Can anyone explain to me what the difference is between 12.1.4013.4013 and 3.20.00-405?
I downloaded the client software from the Hostedendpoint portal of the customer by using 'Install Symantec Endpoint Protection Small Business Edition On This Computer' on the server and I used 'Download a Redistributable Package' but I still having problems after everything I've tried.

While reinstalling did you create a new SymantecExtractor.exe package or used the existing one?

Can you try creating a new one and then run the install ?

https://support.symantec.com/en_US/article.TECH231878.html

And just to add to what Rafeeq has pointed out (because that endpoint version is extremely out of sync with what should be there), you need to follow these steps as well (emphasis added is mine):

5  When the SymantecPackageCreator.exe file download is complete, run the file.

6  When the Package Creator dialog box opens, click Browse to identify where to save the redistributable package.

7  In the Advanced section, click edit next to Operating Systems to choose the Windows versions that you want your package to support. Click Save.

8  In the Advanced section, click edit next to Proxy Settings to enter your organization's proxy settings for use by the Package Creator. This step is optional and only necessary when these settings are required for Internet access. Click Save.

Note:  You may create a number of distribution packages to fit the needs of your organization's different network locations.

9  If you intend to deploy using Active Directory, check Create Active Directory Group Policy deployment in the Advanced section.

10  Click Begin.

The selected files are downloaded and then the package is created. The redistributable package files are associated with a specific organization and should not be used outside of that organization.

When the download is complete and the package is created, click Finish.

 

Afterwards, it should be THIS file that gets installed on your client's computer.

Sorry for the late response. I've created a new SymantecPackageExtractor.exe the 1st of June and installed the software, so even with the latest executable I see different version numbers. It makes no difference if edit the settings for the package.

I also tried https://support.symantec.com/en_US/article.TECH218313.html but I don't see a hidden ProgramData\Norton folder.

I f I try to remove the software from within Windows, it shows installer failed.
When I choose to remove the service from the Hostedendpoint portal it shows precheck failed on the Symantec.Cloud icon and that's it.
I always have to use CEDAR tool to remove the software, that is also strange.

I also found an article from Symantec, https://support.symantec.com/en_US/article.TECH216421.html,  to test connectivity from the server that is having issues, for each website I receive the message that is expected.

The C:\ProgramData\Norton folder only exists on desktops, not servers (not that Symantec documentation would indicate this kind of distinction).

My recommendation:  Manually clean up all traces of Symantec before attempting the installation.

Here's what to do:

1. Run the CEDAR tool to eliminate all traces of what Symantec thinks should be eliminated - reboot if required.

2. Open Windows Explorer, select Organize, and change the Folder and Search Options so that you reveal both hidden and system files.

3. In Windows Explorer, go through Program Files, Program Files (x86), and ProgramData and delete ALL Norton/Symantec folders.

4. Do the same thing for the C:\Users\AdminName\AppData folder (where AdminName is your local administrator's name)

5.  Next, download and run ccleaner

6.  In the first sidebar option (Cleaner), uncheck all of the selected options except for System/Temporary files

6a.  Analyze and then clean all Windows\Temp and User\AppData files and folders

7.  In the second sidebar option (Registry) keep everything selected

7a.  Click Scan for Issues

7b. In the resulting list uncheck everything (top check mark) and sort by Data name.

8.  Now scroll down the list looking for anything with Norton/Symantec and check those for removal.

9. Click Fix Selected Issues (take a back-up of the Registry) and delete those selected entries.

10.  Uninstall CCleaner

Now reboot the server and retry your installation.

If it still doesn't work, you are going to have to open a case with Tech Support.