When applying a new feature set or updating Symantec Endpoint Protection client to a newer build, the RASMAN registry backups are replaced with the path to SysRasMan.dll instead of rastls.dll

Products

• Endpoint Protection

Issue/Introduction

After applying a new feature set for Symantec Endpoint Protection clients in a Group, the RASMAN registry backups are replaced with the path "C:\Program Files\Symantec Client Security\Symantec AntiVirus\SymRasMan.dll" instead of the original path "%SystemRoot%\System32\rastls.dll". When the Symantec Endpoint Protection client is uninstalled using Add/Remove Programs or CleanWipe the "ConfigUiPath, IdentityPath, InteractiveUIPath, and Path" string values are not restored with the original path to "rastls.dll" because the backup string values "ConfigUiPathBackup, IdentityPathBackup, InteractiveUIPathBackup, PathBackup" are incorrect and do not allow the Remote Access Service to function properly.

This issue can also occur when updating the Symantec Endpoint Protection client to a newer build.


Symptoms
The following error may be one of several errors that occur when Remote Access Service fails:

Error 711: Cannot load Remote Access Service Connection Manager
The Routing and Remote Access service terminated with service-specific error 711 (0x2C7)
Incoming Connections depend on the Routing and Remote Access service which was unable to start. For more information, check the system event log.

Resolution

This problem is fixed in Symantec Endpoint Protection 11.0.2 Maintenance Release 2. For information on how to obtain the latest build of Symantec Endpoint Protection, read Obtaining an upgrade or update for Symantec Endpoint Protection 11.x or Symantec Network Access Control 11.x.


To work around this problem, restore the registry string values with the following variable path to rastls.dll:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\RasMan\PPP\EAP\13

ConfigUiPath  %SystemRoot%\System32\rastls.dll
IdentityPath %SystemRoot%\System32\rastls.dll
InteractiveUIPath %SystemRoot%\System32\rastls.dll
Path %SystemRoot%\System32\rastls.dll

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\RasMan\PPP\EAP\25

ConfigUiPath %SystemRoot%\System32\rastls.dll
IdentityPath %SystemRoot%\System32\rastls.dll
InteractiveUIPath %SystemRoot%\System32\rastls.dll
Path %SystemRoot%\System32\rastls.dll

Symantec has provided a RASMAN fix tool that automatically restores the default Microsoft values on Windows 32-bit and 64-bit computers.

WARNING:
The RASMAN fix tool should ONLY be used after the Symantec Endpoint Protection client has been uninstalled from the computer.