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Fix for Network Threat Protection causing network disconnects on Dell laptops/desktops

Created: 16 Mar 2012 • Updated: 16 Mar 2012 | 7 comments
JLSeiler's picture
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Status: In Review

Hello,

I have had a case open for network outages caused by a combination of Network Threat Protection and/or Dell laptops/desktops network adapter.  I had tried  many things with support to no success, and yesterday, I was told this was a known issue with Symantec Endpoint Protection NTP feature and Dell computers.  I am creating this idea, so I can keep track of when this is updated and hopefully resolved.

Thank you.
Justin

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Elisha's picture

Can you give me more details of the issue?  Do you have a case number on this issue?

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JLSeiler's picture

Here's the case number - Case 416-499-623.

Further details:

When Network Threat Protection (NTP) is enabled on some of our Dell laptops/desktops (laptops are E5410s and our desktops are Optiplex 745s), the network connection on those affected computers drops randomly/frequently.  For the 2 desktops having the problem, the desktop stays connected, but the users' VMWare sessions drop connection.  Uninstalling NTP on these client machines resolves the issue.  The tech I had been talking to said this is a known issue with Dell network adapters (most of the people having the laptops/desktops have Broadcom NetXtreme 57xx gigabit cards).

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Elisha's picture

We have had issues with Broadcom adapters in the past.  However our latest release of both SEP 11 RU7 MP1 and SEP 12.1 RU1 has fixes that should address these issues.

If you are using the latest version and still having issues I recommend that you talk to support and get a defect number for the issue you are experiencing.  If this is a known issue it will have a defect number associated with.  Make sure you get the defect number so you can keep up with the status of the defect.  If support cannot give you a defect number then it is not a known issue and you need to ensure that support files a new defect for this issue.

Once you get the defect number I can tell you the status of the defect.

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JLSeiler's picture

We are currently using SEP 12.1.1000.157 RU1.  What version were these Broadcom issues fixed?

I had been talking for support for the past 3-4 weeks, and they told me that this was a known issue, closed the case and told me to come here and create this article.

Again, that case number is 416-499-623.  Yes, uninstalling the NTP features from each machine affected is working, but its not a good solution.  I need a solution for this, and after spending 3-4 weeks with Symantec support, to only have them tell me to come here and create this article, and then have you tell me to open another case with Tech Support for a defect number is just going in circles.  I need a fix for this.  Whether its NTP not working well with our adapter cards or our network hardware, I do not know.  I do know that uninstalling the NTP features fixes the issue, but again, would like a better solution.

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rihtamok's picture

At our company we also got this same problem with same Broadcom network adabter,but computer which is use is Lenovo T420s. Currently versio in use is 12.1.1000.157 RU1

Might there be any solution yet?

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