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Known bugs list & status

Created: 11 Jun 2009 • Updated: 15 Jan 2014 | 55 comments
pbogu's picture
366 Agree
7 Disagree
+359 373 Votes
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Status: Partially Implemented

It would be nice to have a list of known and confirmed bugs that Symantec support knows with a plan to fix it and maybe voting system (like in ideas) that we may vote what should be fixed first.
With a bug there should be also ETA for a fix (in what release it will be fixed).
Sometimes there is a known problem and even whitepapers available but only for internal use and it would be handy to be able to seek and reference something when calling support (obviously I'm not expecting that some security holes will be listed).

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aspen's picture

This would be a welcome feature. Especially with endpoint protection. It would also serve to lower Symantecs support costs, because it would stop many unneeded calls to them.

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Nel Ramos's picture

symantec connect already cut their wait time because many issues were resolved by our trusted advisors and symantec forum admins... The ETA on when the bug would be fixed would definetly help... 

Nel Ramos

+3
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Frank019's picture

Nice idea, but it should have a way to make sure new "old" bug that are not has much popular still get fix. I mean if there is a new bug for a option that is not use by most user, no one will vote for it. And it will not be fix.

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Jobert's picture

I agree 100%...

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Nel Ramos's picture

Hi Team,

Hope to see a Symantec link that would be listing up and coming updates for new viruses...
The only issue is that the virus makers might see the vulnerabilty and feast on it...
just my thoughts... 

Nel Ramos

+2
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EdT's picture

Having a public bug list makes everyone aware just how bad a product is, and how long some bugs take to fix. This creates a competitive disadvantage which I very much doubt anyone in Symantec marketing would sign up to.
Great idea, but IMO no chance of ever seeing it happen.

If your issue has been solved, please use the "Mark as Solution" link on the most relevant thread.

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Pascal KOTTE's picture

https://kb.altiris.com/article.asp?article=46426&p=1 that is an example, Symantec/Altiris do that already: And it is a must.

If you tell any current customer, there are no bugs inside any Software product (not only Symantec), they will never believe you. They will be more comfortable to see an official list with a planned "Service pack" or "hot fix".

If you are afraid, I suggest also to add the link to known bugs of competitors...
"Users groups" should publish a quality ranking of all editors. (based on number of feature/size of code ratio the number of remaining bugs or minor malfunctions lower payload...)
But we don't have time doing such, so we must leave this job to pro publications ;-)

~Pascal @ Kotte.net~ Do you speak French? Et utilisez Altiris: venez nous rejoindre sur le GUASF

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Dyneshia's picture

In Netbackup we have :

http://www.symantec.com/docs/TECH74904  - List of all  Late Breaking News

This Master list includes   Late Breaking News from 6.x to 7.x

Each Tech note has known issues and thier fixes and per each release.

 

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Pravs's picture

you may like to tag this idea under NetBackup as well.

Just one person saying to me, “You’ve made my day!” makes my day.

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pbogu's picture

done ;)

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Pravs's picture

Thank you :)

Just one person saying to me, “You’ve made my day!” makes my day.

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smittywitty's picture

When we're having problems with a particular version of a product (which we are), and by looking on the forums I can see that others are too, a "YES we know about it" list would be very helpful. Then at least I can stop chasing my tail thinking it's something I did wrong.

My 2 cents...

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Dyneshia's picture

In Netbackup we have :

http://www.symantec.com/docs/TECH74904  - List of all  Late Breaking News

This Master list includes   Late Breaking News from 6.x to 7.x

Each Tech note has known issues and thier fixes and per each release.

 

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Pascal KOTTE's picture

Hi pbogu, For Endpoint management Altiris solution, it is already the case, through the KB.Altiris.com (KNOWN ISSUE: ) like:
kb.altiris.com/article.asp
And you can subscribe (email based, no registration requirement) to "upper" the "case".
There are also publication of the "planned" known issue to be fixed:
https://kb.altiris.com/article.asp?article=46426&p=1
That is very nice & I love the Altiris KB.

Of  course we would like this kind of publication for other non Altiris solution... But I think the standard Symantec KB do that already?
But I must say I prefer the Altiris KB instead of the Symantec KB, I find more easily in the Altiris one ;-)

~Pascal @ Kotte.net~ Do you speak French? Et utilisez Altiris: venez nous rejoindre sur le GUASF

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John_Prince's picture

I know of a few reasons why Endpoint Protection does not currently do this.

Any issue with Endpoint can have a myriad of causes, we would hate to publish a document stating a problem is known without doing the legwork to verify it is the exact issue you are having the problem with. We do have some of the "Symantec is aware.." documents listed where we know of only one cause such as:

http://service1.symantec.com/SUPPORT/ent-security....
http://service1.symantec.com/SUPPORT/ent-security....
http://service1.symantec.com/SUPPORT/ent-security....

The majority of the possible defect issues have multiple causes so simply putting in a "Symantec is aware..." document might stop people from resolving an issue that we have a possible solution for.

We also would like to know a relative number of customers running into the problem so we can prioritize our resources in getting them fixed. While we can see the number of page views on our support site that doesn't necessarily translate to the number of affected customers. This does require customers to call in in most cases though Symantec can get a better understanding of how many of people this affects as well as allow us to gather more data from you all to verify we understand the cause so we can get a solution.

The other reason has to do with how Symantec publishes our internal documents to our external site. I won't go into detail on this as it's internal info and is also something we could easily change.

I am certainly not saying this is a bad idea, just givin insight as to how it is currently set. We have internal tools to check for current known defects though it is a bit cumbersome to use, having a list such as this would be nice to have.

Remote Product Specialist, Business Critical Services, Symantec

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pbogu's picture

I understand your point of view but also there is no way to be notified (mailing list, RSS or whatever else) about new KB articles like that.

https://www-secure.symantec.com/connect/idea/rss-kb-articles

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AravindKM's picture

This is a good idea. It will give an inner site about the seriousness of various bugs.

Please don't forget to mark your thread solved with whatever answer helped you : ) Thanks & Regards Aravind

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LE2Strat's picture

Yes, I agree that some sort of mailing list or or RSS feed should be set up when new KB articles for a product come out.  Kind of like how the Microsoft teams do their stuff:

http://blogs.technet.com/askds/archive/2009/08/28/new-directory-services-content-8-16-8-22.aspx

http://blogs.technet.com/networking/archive/2009/08/24/new-networking-related-kb-articles-for-the-week-of-august-16-august-22.aspx

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Stuart Green's picture

Why not add Twitter into the mix. VMware tweet there KB articles and weekly digest when new ones published - works quite well. I wasn't a fan of Twitter, but it does have its uses in this area for pushing updated info out as an alternative to email.

I already submitted this an an idea back in August of this year.
https://www-secure.symantec.com/connect/idea/rss-o...

Tip: Get overview/document your NBU environment. Run 'nbsu' and review the output.

• If this provides help, please vote or mark appropriate solution.

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John_Nardello's picture

Or you can just plan on checking pages like http://seer.support.veritas.com/docs/NBUESVR_diges... or http://seer.support.veritas.com/docs/BEWNT_digest.htm . Given that they post new technotes daily, what would be the point of an RSS feed or email alerts ? =) 

- "Your backups are only as good as your restores."

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pbogu's picture

well the point of RSS is that you don't have to visit multiple sites to check for updates because you can have subscriptions from various places in one place (program). personally I've RSS for world news, it news, joke sites and McAfee KB (yes I'm dealing with them too) in one place. I would have to check about 30 pages to check for updates, with RSS I just check all updates in one place and if there is something interesting (based on title / short description) I check the source and read whole article. Besides, it shouldn't be to hard to generate RSS from those websites you gave. But take note that they are only for veritas (there is similar for altiris) but what with the other products?

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MattS's picture

There is also this seer.entsupport.symantec.com/search_forms/doc_list.asp
Can probably remove the tag for NetBackup.

Edit: Don't miss the subscribe button, top right.

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sahir's picture

The idea is good if the same comes under symantec site. Which enable the users to connect to symantec for all virus,bugs suspecious...

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.peter's picture

 Since this is consistently one of the top ideas on Connect I wanted to give you an update on our status.  We've been talking a lot about this internally.  As you can imagine it's not so much a technical challenge but a process challenge to make this work across various departments.  One question that has come up is whether this functionality belongs on Connect or on the Support site (or both)?  What do you think?

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MattS's picture

I only request that I be able to subscribe (email, rss etc..) to certain products (more defined options would be nice too, like option/OS specific patches).

I would like it to be on connect because you could incorporate a message forum or comment section in regards to a specific patch/update/KB article.

Also, i agree with John's post below.

Thanks,
Matt

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JeffDG's picture

I would say "Support"

Perhaps a KB that is regularly (weekly at least) that we can look at.

Getting e-mails of new KBs is great, but if you miss a day, you're hosed.  Having a consolidated list of all the known issues, along with where they are fixed (like say "Fixed in Platform SP3" so you can tell if you've already fixed it.

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fnordgren's picture

You really should modernize your systems. Why are there separate systems for support and community? Why wouldn't someone looking for support information be interested in related comments and discussion threads? And why wouldn't someone looking for community help be interested in related support information?

Symantec Connect is the way to go, as it can be personalized, but you need to integrate more systems to it. And while you're at it, integrate the My Support site with Connect as well. Symantec's enterprise support web sites through the years must be the most mismanaged web systems I've ever seen.

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David Kerrivan's picture

Where? Support/Connect/VOS.

Don't hide it. I've made mention of this to many a TSE over the years. Take a look at how Sun managed Sunsolve. If you had a bug, and multiple duplicates, they were all referenced in a patch, and cross linked to each other when you searched, and why a particular bug was closed (duplicate, etc.). Not sure what's going to happen now that Oracle's in charge, but that's another matter.

Being able to reference a potential bug when presenting the problem to Symc. Support can help speed things up. Yes, if not done right, it'll muddy the waters, but in general, if you have sufficient similarity, it helps focus things.

It would even be beneficial if you already have an Etrack, to be able to enter/search for it to find out if it really made it into the MP that you were told it was going to be in. I know the TSE's are supposed to alert us (if they have time) that an Etrack that was filed on our behalf has been addressed in a patch or MP, however if you try to search on your Etrack ID, it seems like 9 times out of 10, it's not listed, and what's happened is that your Etrack got rolled up into another Etrack ID either because it's a smaller symptom of a bigger issue or a duplicate.

When you are dealing with Change Management processes that require strong evidence that the new patch or MP will fix an issue, you need to have the trail to show to the managment team. Vague or similarly but not exactly worded information that hints it might match the issue you're tracking will not cut it in most disciplined DataCenters.

My 2 cents.

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John_Nardello's picture

As long as it gets posted somewhere (i.e. Support site), and linked on the other site (i.e. Connect), I don't think anyone would have a preference - do whichever one will make it happen sooner. =)

- "Your backups are only as good as your restores."

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F J's picture

For many Symantec products, there are News Bulletins:
http://www.symantec.com/business/support/news_bull...

For NetBackup, there are:
- Late Breaking News bulletins containing lists of acknowledged bugs in current versions:
http://support.veritas.com/docs/333131
http://support.veritas.com/docs/341271

Software Alerts - NetBackup:
http://www.symantec.com/business/support/overview....
(see Software Alerts popup link)

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alazanowski's picture

LBN and news bulletins while helpful in some cases, aren't very helpful in the entirety. Some LBN's don't ever show up - we discovered two massive bugs in one of our symantec products that we upgraded to that caused our money making products to be offline for quite some time. One of them got posted as an LBN, the other did not and was only referenced in release notes of a patch.

If a bug announcement page, especially combined with users being able to input, wouldn't hurt Symantec- it would help it. Think about if someone could research about a new patch and find out that something that it currently has could break in their environment but that the fix will be released in 2 weeks. Instead of upgrading and finding out this issue which puts a TERRIBLE taste in their mouth and makes them want to hop products or never upgrade again, they could just postpone till the patch is available.

Besides, since we pay heavily for those support/maintenance contracts, wouldn't people rather see that its actively being reviewed/patched? Let alone it can keep people from calling into support or generating extra support cases if they already know its an issue and will be fixed in X days.

-Austin Lazanowski Backups cost way too much until you needed them.

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Swathi Turlapaty's picture

The much discussed idea is now live on Connect. Check out the Blog for more details.

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Jeremy Dundon's picture

It is live for only the Backup products.

 

Any time-frame for when it will be available for other products?

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Gerald Selvaraj David's picture

Yes I agree that If a product Bug or Idea is given needs to checked if it possible and needed

Then give the ETA time period for the IDEA for product bug when it will be fixed

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Swathi Turlapaty's picture

@Jermy, I do believe that the feature would be extended to other products based on the success of this pilot. Hence no ETA available. Please check out the blog (http://www.symantec.com/connect/node/1633451) and its comments for more details.

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Gerald Selvaraj David's picture

Thanks will check it have a great week-end

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Solutions_and_Tips's picture

This is a great idea

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Pascal KOTTE's picture

https://www-secure.symantec.com/connect/backup-and-archiving/issue

Hope to see that also into our Endpoint Management Area also :)

~Pascal @ Kotte.net~ Do you speak French? Et utilisez Altiris: venez nous rejoindre sur le GUASF

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Pascal KOTTE's picture

But, what is the interest, as we can do the same subscription notification from Symwise, and not able to create a new "Know problem", all the same Symantec can remove or reject if not a valid one.

Except we can talk about on connect, not on SymWise KB...

also a link to theSymwise KB should be nice !

~Pascal @ Kotte.net~ Do you speak French? Et utilisez Altiris: venez nous rejoindre sur le GUASF

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Swathi Turlapaty's picture

You should be able to see a link to the SymWise KB article on the Known Issue detail page...

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Pascal KOTTE's picture

Thanks a lot Swathi, do not see that ;-)

Still would like for being able to create one, all the same with some controles & reviews :-)

For exemple:

- creating a known problem: not already in the KB or in connect: 100 points

- creating a known problem: not in connect, already KB linked: 50 points

- creating a known problem: already in connect, so it is a dusplicate: 0 points... But Symantec review & extend keywords if missing some on existing connect one.

;-)

~Pascal @ Kotte.net~ Do you speak French? Et utilisez Altiris: venez nous rejoindre sur le GUASF

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Gerald Selvaraj David's picture

Yes that looks like a good idea I really love it Pascal if it done

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luisdg's picture

I'd also like to see this for enhancements.  Those also tend to go into the dark void never to be heard from again.  I hope this pilot goes well and expands to other areas as well; It looks like something that would be extremely valuable to customers!

Nice work!

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Gerald Selvaraj David's picture

Yes Right but If Enchancement  are requested  Why it takes a long time to be fixed.

And to be honest One - of - my Friend who is working in Symantec told that Due to his Enchanements not been fixed ASAP.

When Customers Call Symantec and the Technical person who says that it is under developement

The whole thing is blamed on the techincal person who attends the customer and it is known thing that it is not his job he is just working for the techincal things what is in the product.

Hence Request All my friends in Forms not to Blame the techincal person if it product bug to fixed.

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Nisha_netwrk's picture

Hi David,

I read your comment. I wish to share an Input.

When any person calls a tech support, in his mind he has perception that he is calling Symantec, not the tech who is recieving call. so When people blame, the blame goes to Company, not to tech engineer. Its wrong to the technicians part where he feels he was given negative on Survey for a bug in Product. I have had instances where after filling in the survey for a bug in Product either the same tech calls back or his manager calls back asking for a reason for the dis-satisfaction.

As far as I understand most companies have a tracking systems where internal employees are able to track the progress of the Bugs and fixes. most companies do not allow the Techs to share this info with the callers. Thats part of company policy.

 

I started using almost a year ago. I felt this is a better way of resolving issues than calling Support.

Nisha.

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Gerald Selvaraj David's picture

Ok Fine Then

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cindi_102's picture

great idea

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Dyneshia's picture

In Netbackup we have :

http://www.symantec.com/docs/TECH74904  - List of all  Late Breaking News

This Master list includes   Late Breaking News from 6.x to 7.x

Each Tech note has known issues and thier fixes and per each release.

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jellsworth's picture

It'll be nice when this is Fully implemented

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LucSkywalker1957's picture

I think the certified folks should have a path to collaborate with the development teams to improve the product. I've used other backup products in other companies at my previous jobs and can tell you that Netbackup is by far the more superior product for enterprise level backups. Period.

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