Endpoint Protection Small Business Edition

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  • 1.  Windows 10 today - symantec.cloud SEP SB agent will not install or update service

    Posted Jul 29, 2015 06:22 AM

    Has anyone else had this issue today after upgrading to Windows 10 pro 64bit?

    symantec.cloud SEP SB 2013 -  agent will not manually install on client surface pro 3 running windows 10 pro 64bit or update the service via the symantec.cloud portal

    1. Manual install of symantec agent on client computer : agent reports not compatible with current version and requires a reboot tpo complete installation - continous message after reboot when attempting to manually install agent again

    2. Symantec cloud portal: remove and re-install service from portal - agent on client computer fails to install service with no errors

     

    I was under the impression that Symantec had updated the agent ready for the windows 29th July kick off according to their news update here:

     

    Endpoint Protection on Windows 10

    At Symantec we are committed to ensuring that our customers remain fully protected across all supported operating systems. From July 29th onwards, any new endpoint installs of the hosted version of Symantec Endpoint Protection Small Business Edition will automatically have their machines protected should they wish to upgrade to Windows 10. Shortly after the 29th, Symantec Endpoint Protection Small Business Edition customers will receive targeted patch updates to protect machines that have upgraded to the new Windows 10 platform. These patch updates will automatically be rolled out later via Live Update to all endpoints, whether they are moving to Windows 10 now or at some point in the future. This effectively allows administrators to proactively protect endpoints that move to Windows 10 at a later date. Existing customers must be on a current subscription to take advantage of these patch updates.

    Symantec Endpoint Protection Small Business Edition will also automatically notify administrators if any users decide to upgrade to Windows 10 without informing IT. In these instances, a new patch for Windows 10 will be pushed out to protect these user’s machines within a 1-2 hour window. Symantec provides guidance for IT Administrators who wish to avoid this 1-2 hour window and push out the patch update immediately on Symantec Knowledge Base: https://support.symantec.com/en_US/article.DOC8908.html


  • 2.  RE: Windows 10 today - symantec.cloud SEP SB agent will not install or update service

    Posted Jul 29, 2015 10:44 AM

    Geez...did they push out the new patch yet? Is this what you tried?



  • 3.  RE: Windows 10 today - symantec.cloud SEP SB agent will not install or update service

    Posted Jul 29, 2015 03:39 PM

    I really don't think the patch is ready yet...

    Oh, and running the installer from the web for a Windows 7 64-bit PC encounters an error - it was necessary to download and run from the desktop.

    The LiveUpdate screen is new as of 3:30 pm eastern time.

     



  • 4.  RE: Windows 10 today - symantec.cloud SEP SB agent will not install or update service

    Posted Jul 29, 2015 05:00 PM

    Check the machine to see where it is writing temp files. I know I had an issue on a machine since it was writing in to different locations while unpacking and couldn't put it back together during the install. This was on a server though, but worth a shot.



  • 5.  RE: Windows 10 today - symantec.cloud SEP SB agent will not install or update service

    Posted Jul 30, 2015 02:55 AM

    No temp files.

    Noticed when you manually install the agent (email invite, website or package), symantec agent prompts that there is an incompatible program installed 9symantec agent! even though it has been uninstall already) and must be removed and computer rebooted.

    Uninstall was successful but when trying to re-install the agent again after the reboot, we get the same message- symantec agent corrupted after windows 10 upgrade or just the symantec agent patch isn't ready yet?

     

    Is there a way to cleanly and completley remove the symantec cloud agent other than using windows?

    We may even go down the route of wiping the surface pro 3 and re-installing windows 10 from scratch to see if this resolves but was waiting for other users who had the same experiences



  • 6.  RE: Windows 10 today - symantec.cloud SEP SB agent will not install or update service
    Best Answer

    Posted Jul 30, 2015 06:26 AM

    Update*

    Re-installing windows 10 pro 64bit on surface pro 3 from scratch has resolved the symantec.cloud agent install issue!

    This is not a solution but a workaround only and not very practical one especially when you have hundreds of potential customers/users who 'might' upgrade their computers to Windows 10!.

    I have raised a support request with Symantec and await their response



  • 7.  RE: Windows 10 today - symantec.cloud SEP SB agent will not install or update service

    Posted Aug 01, 2015 06:46 AM

    Update 2*

     

    Practical workaround until Symantec resolve the patch update is to:

    1. Delete computer from Symantec.cloud portal and wait for the the agent to uninstall from the computer

    2. Upgrade to windows 10 and re-install the agent

     



  • 8.  RE: Windows 10 today - symantec.cloud SEP SB agent will not install or update service

    Posted Aug 03, 2015 09:02 AM

    My experience for what it's worth:

    1. Processed the upgrade to Win10 from Win8.1 (x64)
    2. Could not run LiveUpdate in the Win10 environment
    3. Ended up finding this piece of advice https://support.symantec.com/en_US/article.TECH213385.html?profileURL=https%3A%2F%2Fsymaccount-profile.symantec.com%2FSSO%2Findex.jsp%3FssoID%3D143845919024775ki6522jQ1Xb7La953TH5YHa71s7Mn9J6Q2z
    4. Try as many times as I could to run the Norton Removal Tool and CEDAR or do a reinstall, I ended up at the same roadblock of :

    The previous version of Cloud Service Agent was not properly uninstalled. Please contact support (support.symantec.com/en_US/contact-us.html) to run the Cloud Endpoint Diagnostic and Removal (CEDAR) tool to uninstall the agent properly and run the install again.

    So, it struck me to have a look at C:\Program Files\ and lo and behold, the folder C:\Program Files\Symantec.cloud\ still existed and it contained sub-folders along with various files. I took a punt and used Admin priveleges to delete the whole folder.

    After that, CEDAR ran without a problem and I was then able to run the SymRedistributable.exe that I'd downloaded previously in one of my attempts to sort things out. The big plus for me, is that I didn't have to reinstall or otherwise mess with the Win10 installation. Given the hours that that took to make happen, it was a prospect that I wasn't looking forward to.

     

    The above begs the question (from a simple user, as things appear perspective anyway), why don't the 2 clean up tools actually do a complete clean up? I'd suggest that Symantec should look at this and revise the action(s) of their clean up tools to resolve this point.