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Symantec Endpoint Protection 12.1.2 Client Push Problem

Created: 13 Dec 2012 • Updated: 06 Jan 2013 | 29 comments
D@ry1's picture
This issue has been solved. See solution.

Hey guys, I've been looking around for a solution for this problem for days now while doing my own test(which didnt really help that much at this point), now here is the problem. After upgrading from SEPM 12.1 TO SEPM 12.1.2(RU2) I pushed a newly created package which was a 12.1.2(RU2) package for client and after successful client installation it was logged in the report that it pushed a 12.1.2 package. NOW upon checking the version of the SEP client installed on the SEPM and on the Client machine itself (physically), It was still runnign on 12.1.

Anyone here experienced the same problem?

Thanks guys,

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Ashish-Sharma's picture

Hi,

Did you have restart the sep client system ?

Thanks In Advance

Ashish Sharma

 

 

D@ry1's picture

Actually it already restarted twice and  still on 12.1.

Mithun Sanghavi's picture

Hello,

Is this the same client machine where the SEPM is installed?

If not, could you please upload the SEP_Inst.log from the machine so that we could check the root cause of this issue.

What OS are you trying to install the SEP 12.1 RU2?

Also, check the Application Logs under Event Viewer for errors and let us know (if any)

Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

pete_4u2002's picture

do you see folder \Program Files\Symantec\Symantec Endpoint Protection\12.1.2015.2015.105

Ashish-Sharma's picture

HI,

Also Check this settings

SEPM -> Policy-> Application and Device control policy-> Uncheck the option "Protect client files and registry keys" .

Thanks In Advance

Ashish Sharma

 

 

D@ry1's picture

Hey guys thanks for all the reply I'll get back to you as soon as possible I hope others can also share their thoughts.

Mithun Sanghavi's picture

Hello,

In the Enterprise version, you can use Upgrade Clients with Package to upgrade existing clients: 

However, the following cautions apply:

  • If you upgrade from 11.x and use Application and Device Control, you must disable the Application Control rule "Protect client files and registry keys." After the clients receive the new policy, you may upgrade using AutoUpgrade.

  • Due to possible bandwidth concerns, it is best to schedule AutoUpgrade for after hours. You can also stage and select a package on a web server when you run Upgrade Clients with Package, or you can use an alternate method to deploy the upgrade package.

AutoUpgrade is enabled by default for SEP SBE, but you can disable it. Go to the Computers page in the management console, right-click your Group, select Properties, and then click Disable Automatic Client Package Updates.

Reference: 

Best practices for upgrading to Symantec Endpoint Protection 12.1.2

http://www.symantec.com/docs/TECH163700

Steps to prepare computers to install Symantec Endpoint Protection 12.1 client

http://www.symantec.com/docs/TECH163112

Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

D@ry1's picture

Hey guys, after upgrade it was on the Help->About that I'm already running 12.1.2015.2015,

is that the RU2 already?

Mithun Sanghavi's picture

Hello,

Yes, That is Symantec Endpoint Protection 12.1.2015.2015 (RU2).

Good to know you are upgraded to the Latest SEP 12.1 RU2.

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

D@ry1's picture

Hey Mithun, it's still not running RU2, Only the SEPM was running on 12.1.2015.2015,

Ashish-Sharma's picture

Hi,

Yes thats the version SEP 12 RU 2

Thanks In Advance

Ashish Sharma

 

 

D@ry1's picture

Hey guys it didnt work. I tried all the stuff you told me guys still no luck, I'm still doing my test.

Maybe this is a bug? what do you think guys?

pete_4u2002's picture

you did mention athat help about shows SEP 12.1 RU2. do you mean other machines not updated?

 

D@ry1's picture

only the SEPM's about page have 12.1.2015.2015, the SEP client was not.

Mithun Sanghavi's picture

Hello,

Is this issue pertaining to only 1 client machine or you are not able to Install SEP client on a number of machines?

Could you please upload the SEP_Inst.log from the machine so that we could check the root cause of this issue.

What OS are you trying to install the SEP 12.1 RU2?

Also, check the Application Logs under Event Viewer for errors and let us know (if any)

Waiting for your response.

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

D@ry1's picture

Hey Mithun,

I was able to install (it was an upgrade )SEP RU2 on the client machines, the problem is after that the SEPM still see the client machines as SEP RU1.

I dont have the SEP_Inst.log sorry

It's running on Windows XP SP3 32bit

 

I cant find Application Logs on the SEPM

pete_4u2002's picture

you pushed using CDW or autoupgrade?

has the install failed, did you see message when pushingusing CDW?

Ashish-Sharma's picture

Hi,

Did you check this setting ?

SEPM -> Policy-> Application and Device control policy-> Uncheck the option "Protect client files and registry keys" .

Thanks In Advance

Ashish Sharma

 

 

D@ry1's picture

Hi,

 

I cant see the SEPM -> Policy-> Application and Device control policy-> Uncheck the option "Protect client files and registry keys", the SEPM is already running on 12.1.2015.2015,  is that option only available on the older 12.1?

 

Thanks,

pete_4u2002's picture

do you mean the client do not have ADC policy which has this setting?

can you find the sep_inst.log?

D@ry1's picture

HEY GUYS PLEASE READ THIS

I already push the RU2 and it reported back to the SEPM as RU2,

 

Now the thing this process of installation should be followed as part of compliance:

1. In the SEPM Console->Clients Page

2. Choose the group to be upgraded

3. go the Install Packages tab

4. right click and choose add (then make a package for 12.1 RU2)

now this should push all the 12.1 RU2 package to clients that are part of the choosen group right?

THE PROBLEM IS IT DOENS'T.

 

Mithun Sanghavi's picture

Hello,

I would recommend you to Create a Case with Symantec Technical Support.

How to create a new case in MySymantec

http://www.symantec.com/business/support/index?page=content&id=TECH58873

Phone numbers to contact Tech Support:-

Regional Support Telephone Numbers:

  • United States: 800-342-0652 (407-357-7600 from outside the United States)
  • Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)
  • United Kingdom: +44 (0) 870 606 6000

Additional contact numbers: http://www.symantec.com/business/support/contact_t...

Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

SOLUTION
D@ry1's picture

I already created a case the other day, do you guys experience the same problem? anyone?

Mithun Sanghavi's picture

 

Hello,

This Issue may occur due to either

- Upgrade schedule badly configured

OR

- DNS issues.

I would request you to perform the steps provided below:

- Access the install packages tab and remove the upgrade packages that has been added;

- Add the packages again;

- Set new period of time time for SEPM to provide the upgrade packages to the clients.

If the DNS error is shown in SylinkMonitor, try to add the SEPM's IP address and name into hosts file as workaround but also verify if the DNS server registries are correctly configured.

Reference Article:

Auto upgrade does not work when migrating from SEP 11.x to 12.1

http://www.symantec.com/docs/TECH172779

Hope that helps!!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

D@ry1's picture

Hi Mithun,

The Symantec Support helped me.

Thanks,

sandra.g's picture

Successfully pushing a client package does not mean the installation was successful.

I was able to install (it was an upgrade )SEP RU2 on the client machines, the problem is after that the SEPM still see the client machines as SEP RU1.

I dont have the SEP_Inst.log sorry

It's running on Windows XP SP3 32bit

So it's not clear whether:

  1. the SEP client on the SEPM is not updating via remote push deployment / AutoUpgrade
  2. the other SEP clients in your network are not updating via remote push deployment / AutoUpgrade, or
  3. the other SEP clients are updated but aren't showing the correct version in the SEPM.

If your issue is option 1, to simplify things, I would suggest using Save Package in the Client Deployment Wizard to build an installation package, then launch an installation directly on the server. If it fails, you may get more information as to why it's failing (and you will know it is not network or communication related), and you will have more information to work with (on-screen error messages, local installation log). If it doesn't fail, then you are golden. smiley

See: Deploying clients by using Save Package
Enterprise version: http://www.symantec.com/docs/HOWTO80789
Small Business Edition: http://www.symantec.com/docs/HOWTO81283

sandra

Symantec, Information Developer
Installation, Migration, Deployment and Patching
User Protection & Productivity, Endpoint Protection

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