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Is SWG reliable?

Created: 18 Oct 2010 | 7 comments
TRL's picture

I have a SWG 8450 with the latest updates. It is in inline blocking mode. It has not been reliable for us. About once a week it does an update and becomes unresponsive. It does not go into bypas mode even though we have correctly configured and repeatedly tested bypass mode. We have opened a case with Symantec and they have told me the last outage was definitely a result of their update procedure. Previous failures were also a result of updates timing.

 

Our business depends on our internet connection. We cannot afford to have a unreliable device bring it down.  

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Dasharathi's picture

Hello,

Please let me know if your problem is same as what's described in http://www.symantec.com/business/support/index?pag.... And let me know if the solution worked for you.

Can you please also give me the TITAN case number?

Thank you.

Regards,
Dash

SWG CRT

TRL's picture

The problem is very similiar except I am on the latest version of everything. My case # is 412-857-666

TRL's picture

oops sorry we don't have the application control moudel enabled, so your KB article does not apply.

TRL's picture

I have to say I am not impressed by Symantec's support of SWG. I have had a case open for over a month with still no resolution. It seems that Sym bought a someone else's product, re-branded it but does not have the technical depth to support it. 

It appears that there is only 1 person at Sym who has a deep understanding of the code. My support case appears to be stalled as this person is not often available.

 

How can a huge corporation like Sym expect me to have faith in their product when they themselves don't seem to understand it nor have the staff to support it?

KevK76's picture

 

Are you referring to the case number you mentioned above(412-857-666)?  Can you give a description on the current status, I'll see if I can chase up for you?

Cheers,

Kevin

TRL's picture

Same case as above. I have bounced from engineer to engineer. I have been told that the person who can diagnose the issue is "away, on "PTO", in "training", not available. Very frustrating.

teiva-boy's picture

Ask for an escalation through a "Duty manager."  Once you get on the phone, ask immediately for a duty manager.  Tell him/her your frustrations and duration of the case thus far, and ask for additional resources to solve this issue.  They can and will advance your case as needed.

There is an online portal, save yourself the long hold times. Create ticket online, then call in with ticket # in hand :-) http://mysupport.symantec.com "We backup data to restore, we don't backup data just to back it up."