Endpoint Protection Small Business Edition

Message above was displayed to client from Symantec Endpoint Protection - Small Business Edition (Symantec.cloud).

It is usually preceded by the following services going into the disabled state:

• Intrusion Prevention
• Browser Protection (IE and/or Firefox)

The client is running software that has an unlimited number of licenses purchased through distribution via the ExSP program.

The History log shows this message with a red dot, under the Category "Errors".

There is NOTHING on the Partner Management Console that reflects this state!

Last week I worked with Tech Support for several hours performing the usual, mindless, idiocy of uninstalling, cleaning, and reinstalling the client.  To me, that was purely wasted time.

I have checked through 70% of my endpoints and have found this message appearing - and then magically disappearing - all on its own within 12 to 24 hours.

Does anyone have ANY idea of what is causing this error - and how to prevent it from occurring?

Sorry to know, could you share the support case number?

We would like to look into it to find out why this error is still occurring.

Chetan,

It is not occurring on the same device - it is occurring on OTHER devices.

That it is happening AT ALL is a problem that should be reviewed from the back-end - and I don't think I should spend the time trying to find even more issues with Symantec software.

This one, from the sheer waste of time, was more than enough!

Larry

Hi Lary,

I do apologize for that however could you share the support case number or your official email id/Contact name so we can look into it.

Official email:  lkahm@heliotropicsystems.com

Case: 08669249

Thanks (just wait for my newest post...)

As per case notes issue got resolved after uninstall and re-install. :(

However, if you still face this issue in future we can request our back end teams who manages license database to look into it.

Hey guys, just wanted to add this in case it helps.  We are a Symantec Hosted Endpoint reseller (Symantec.Cloud) and one of our users in one of our clients had the red-x on almost all services.

After the typical uninstall/reinstall waste of time, we:

1) Used https://support.microsoft.com/en-us/kb/3092627  (September Update Hotfix)

2) Turns out under ProgramData\Norton there were two license directories.  We had to reboot into Safe Mode, delete the two directories, then reboot in Normal mode. 

3) When you check the status, the product asked to Activate.  We used the cloud login and it fixed it!

Good luck! This was a tough one!

Thanks for the note.

Hey guys,

Im having this same issue but I cant figure which is the LIC folder. 

See Symantec TECH218313 Article: http://www.symantec.com/docs/TECH218313

Several months removed from the incident, I'm going to weigh in on this again.

Why, if this software was up and running properly, does it suddenly require a massive amount of effort to get it to work again?

That any partner has to perform ANY work to resolve this back-end error is absolutely absurd.

There is obviously a significant failure on Symantec's end and it is something their design teams need to address and correct.

My confidence in this software diminishes every time I hear (or read) that I have to uninstall it and then reinstall it to get things working.

Thanks kahml.

The advice here appears to have resolved one of my licence problems.

For no obvious reason and out of the blue, I started to see "Verify Subscription" pop ups and then "Licence Expired" advice. Your experience outdid online tech support. Thanks for the share.

I would say that I'm very suspicious of the recent update as being a key part of the problem. However, I'm only guessing and note that your comment here:

https://www-secure.symantec.com/connect/forums/im-getting-tired-not-having-clue-about-what-being-updated

at least gives me a smidgin of comfort that I'm not alone in my wonderment.