Endpoint Protection

Platform - Windows 7 PRO 64 bit, SEP 12.1.6 MP5

We just updated an unmanaged client from SEP 12.1.4 to SEP 12.1.6 MP5.

We see the error "SONAR has generated and error: Code 1: description: Heuristic Scan or Load Failure."

We think this may have happened during the installation, perhaps as a byproduct of the SEP 12.1.6 MP5 install.

From the PTP  system log:

at 3:56:15 we see the error "SONAR has generated and error: Code 1: description: Heuristic Scan or Load Failure."

From the Client Management system log:

at 3:56:15 we see two entries with the same time stamp.

"User is attempting to terminate Symantec Management Client" and

"Symantec Management Client is stopped".

We've rebooted the machine several times since and don't get the error.

Do we have a good install?   Has anyone else had this happen?

Wally

This is usually just a generic error which fixes itself. You can run the symdiag tool to verify but you should be fine

Download SymDiag to detect Symantec product issues

Thanks Brian.  Is the error documented anywhere?

Does anyone have any idea of why this happens.   We researched the error and it appears that it was fixed SEP 12.1.5 and is described here:https://support.symantec.com/en_US/article.TECH232241.html

Looks like the IRON database somehow got corrupted maybe sometime during the upgrade from 12.1.4 to 12.1.6 MP5.   We are not aware of any 12.1.4 SONAR issues with the machine in question.

We agree that the error appears to temporary.   The TECH232241 article mentions that IRON driver rebuilds the database.

Curious that it happened during the upgrade.  Could be the install timing thing I mentioned earlier with the SMC shutting down during the install process.

Just for grins, we may try 12.1.6 MP6.

We'll give you the solution.

Thanks,

Wally 

The doc you linked is the best I've seen. It's just been my experience over the years.

We installed SEP 12.1.6 MP6.   Looks like they have changed the procedure to NOT shut down the SMC during installation.  Anyway, we did not get the error "SONAR has generated and error: Code 1: description: Heuristic Scan or Load Failure." with SEP 12.1.6 MP6.  The install seemed to go faster also.