SEP SBE .Cloud: Client Shows "Pending Activation" Status for Over 4 Hours.

Article:TECH218313  |  Created: 2014-06-13  |  Updated: 2015-02-17  |  Article URL http://www.symantec.com/docs/TECH218313
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Article Type
Technical Solution


Issue



 Client activation can sometimes take up to four hours to process. If the client GUI shows 'Pending License Activation' status for over four hours and options are grayed out, the following steps will assist in troubleshooting the behavior.


Solution



As a first step, confirm that the connection to the required URLs for activation is not blocked or being interfered with by proxy settings or a perimeter firewall, please review TECH216421 for detailed instructions regarding the process for confirming connectivity.

If the activation URLs resolve properly and are not being blocked, sometimes clearing previous activation information and re-initializing the process will allow activation to proceed. The folder mentioned below contains the activation information for the client. The following steps will clear stored data and restart the activation process:

  1. Restart the computer with the issue in safe mode.
  2. Browse to "C:\ProgramData\Norton\00000083"
  3. Delete all the contents of the folder.
  4. Restart the computer.

If the client does not activate after four hours, remove and re-add the service as described in TECH216038. If the machine still won't activate, the client may need to be completely removed and re-installed.




Article URL http://www.symantec.com/docs/TECH218313


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