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SEPM 12.1.2 clients showing wrong version on macs

Created: 23 Jan 2013 | 10 comments

Hey guys,

I upgraded the Symantec Endpoint Protection Manager from 12.1.1 to 12.1.2. I Made a client install package for macs, and have installed them on some mac machines that already had 12.1.1 on them. 

The mac gets updated to 12.1.2 and connected to the manager. In the SEP manager, 1 mac showed up as having version 12.1.2, and the rest still show as 12.1.0001. On the mac it has version 12.1.2 with the newest virus definitions, etc.. I have also completely uninstalled SEP on the clients and re-installed the newer version and it still doesn't work.

Any suggestions as to how to make SEP Manager see the correct version info? I have pushed and pulled policy updated and waited an extra day to see if the heartbeat checks would fix it. 

Thanks!

Nick

Comments 10 CommentsJump to latest comment

.Brian's picture

Seems to be a similar issue here in this thread:

https://www-secure.symantec.com/connect/forums/sep...

No solution provided yet though.

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.

sandra.g's picture

I just replied with this on that thread:

When this happened in the 11.x product, I believe it had to do with corruption to the /Library/Application Support/Symantec/SMC/SymantecRegistry.xml file. Is it zero-byte? (This file should be in the same location in 10.8.) You may want to duplicate and rename the .bak file to .xml if it is NOT zero-byte in size.

If you log a case, you may want to reference the following doc:

SEP for Mac client version shows as 12.5.0001.8888 (http://www.symantec.com/business/support/index?pag...)

sandra

Symantec, Senior Information Developer
Enterprise Security, Mobility, and Management - Endpoint Protection

Don't forget to mark your thread as 'solved' with the answer that best helps you!

SwissHokie's picture

I replaced the .xml with a copy of the .bak as you suggested, but it did not work. I then took a copy of a .bak and .xml from the one good working mac and copied it on the bad client. 

It added a new client into SEPM with the same name, and for about 2 minutes it showed up as 12.1.2. As i was typing in here, i refreshed the screen and now both clients are showing as 12.1.0001 again.

So i guess that didnt work either. Any other suggestions, or should i just go ahead and start making a case with support?

sandra.g's picture

Was it a zero-byte file, though? By that, I mean, did it show that the file size was 0KB prior to your replacing it?

I would open a case--though do bear in mind that it may have nothing at all to do with the previous issue with the RU6 line.

sandra

Symantec, Senior Information Developer
Enterprise Security, Mobility, and Management - Endpoint Protection

Don't forget to mark your thread as 'solved' with the answer that best helps you!

SwissHokie's picture

No, they were both 2kb files prior to replacing, and 3kb after replacing (still didnt work)

I opened a case with the Support team and waiting to hear what they say on the issue. I will post here and the other link if there is a fix for it.

Side question, if i am in Clients > Install Packages and am using the auto-upgrade feature, I had the time of scheduling to be installed from 23:00 to 06:40 which i could only take it meaning 11 PM to 6:40 AM. However, when i save and look at the Install Packages tab, the field for "Start time" says:

January 23, 2013 3:08:44 PM EST.  Even if i go in and change the start time to 11:20 pm or something else, the start time says that. Is this a bug or do these numbers mean something else? 

sandra.g's picture

Yeah, let Support have at it.

As for AutoUpgrade... I couldn't say for sure. It doesn't sound like anything I've ever encountered before.

sandra

Symantec, Senior Information Developer
Enterprise Security, Mobility, and Management - Endpoint Protection

Don't forget to mark your thread as 'solved' with the answer that best helps you!

SebastianZ's picture

Is there any version difference between those MACs or is it same as on the other thread same version - different behaviour?

SwissHokie's picture

same version different behavior.

I tried it on 6 different macs, 3 with Mountain lion 10.8.2 and 3 with Lion 10.7.5 and 5 failed to show the correct version, only 1 with Mountain lion showed the correct version. All were installed using the same install package.

MichaelD50's picture

Just to be absolutely clear; are these Macs showing that they are running 12.1.0001 or 12.5.0001

Thanks!

MJD