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Symantec Power Eraser: stsmr.exe error

Created: 16 Aug 2012 | 11 comments
cus000's picture

Hello,

Anybody got this kind of error when running Power Eraser before?

"Error signature"

"stsmr.exe"

Latest Power Eraser from SEP 11......

Comments 11 CommentsJump to latest comment

Ashish-Sharma's picture

I recommend opening a case with support. It is possible there is a conflict or bug with this version of PE. Lets get the Engineers aware of the issue.

Thanks In Advance

Ashish Sharma

Simpson Homer's picture

STSmr.exe is part of power eraser, so for some reason Power Eraser is crashing.

I'd suspect you have malware or a rootkit that is blocking killing Power Eraser or perhaps some other AV product?

Suggest you try running Power Eraser on another machine to verify the download is OK and also try a rootkit scanner such as GMER (gmer dot net) that may pick up something the other AV product missed.

cus000's picture

I dunno, looks rather crashed when i use it at Windows XP Embedded....

The same copy have been used at different PC and OS, no issue....

Simpson Homer's picture

That answers your question, the issue is with the machine itself and not with the tool

cus000's picture

I will try to test at different XP Windows Embedded.

Anybody else have encounter this error?

NRaj's picture

Agree with the above comment. If it works on another computer and you do not have a third party AV on this machine, try LPDU and analyse the issue.

How to use the Load Point Analysis within the Symantec Support Tool to help locate suspicious files http://www.symantec.com/business/support/index?page=content&id=TECH141402

Best practices for troubleshooting viruses on a network

http://www.symantec.com/business/support/index?page=content&id=TECH122466

Best practices for responding to active threats on a network
http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2010011510455048

How to Use the Web Submission Process to Submit Suspicious Files

http://www.symantec.com/business/support/index?page=content&id=TECH102419

Hope this helps.

Chetan Savade's picture

Hi,

Any help when you click on technical information about the error.

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

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

Mithun Sanghavi's picture

Hello,

Which OS are you running the Power Eraser on?

I would request you to check if the machine is connected to Internet.

In your case, could you Run the SERT Utility instead?

Check these Articles:

How To Use the Symantec Endpoint Recovery Tool with the Latest Virus Definitions

http://www.symantec.com/docs/TECH131732

How to make the Symantec Endpoint Recovery Tool boot from a USB memory stick

http://www.symantec.com/docs/TECH131578

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.

cus000's picture

@chetan... the first image is what appear when i click technical information

@mithun... os is XP Embedded SP3...

Is there any other specific requirement required for SEP Support Tool?  (.Net framework.... Java... etc?)

Mithun Sanghavi's picture

Hello,

The SERT utility may work in your case.

SERT runs under Windows PE, so the host OS should not matter as long as it’s a Windows file system. Make sure you have more than 512 MB of RAM.

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.

cus000's picture

Hi Mithun,

Already tried SERT before but also failed, it just hang during scan...

Anyway my interest is more into SEP Support Tool due to it's powerful feature.

Just asking around if anyone famliar with above SEP Support Tool error...