Hi,
You should manually connect to the infected computers and try with recommended steps
Could you please update what kind of infection is this. Check the risk logs.
Best practices for responding to active threats on a network
http://www.symantec.com/docs/TECH122466
Also download Sep support tool & scan the affected system with power eraser because Symantec Power Eraser is the latest Symantec Recovery tool. The tool is aimed at the detection and clean-up of "zero-day" threats as well as other threats which may have infected the user’s system. Zero-day threats are those that take advantage of a newly discovered hole in a program or operating system before the developers have made a fix available – or before they are even aware that a hole exists.
Power eraser user guide.
http://www.symantec.com/theme.jsp?themeid=spe-user...
Here is the location of the Symantec Endpoint Protection Support Tool:
http://www.symantec.com/business/support/index?pag...