Unable to start Routing and Remote Access Server (RRAS) (Event IDs: 7023, 20070, 20151, 20063) after uninstalling Symantec Antivirus/Symantec Endpoint Protection

Products

• Endpoint Protection

Issue/Introduction

Why is this error produced after uninstalling Symantec Antivirus/Endpoint? "Unable to start RRAS (Event IDs: 7023, 20070, 20151, 20063)"

Symptoms
First Error:

Source: RemoteAccess
Event ID: 20070
Error: Point to Point Protocol engine was unable to load the C:\Program Files\Symantec\Symantec Endpoint Protection\SymRasMan.dll module. The specified module could not be found.

Second Error:
Source: RemoteAccess
Event ID: 20151
Error: The Control Protocol EAP in the Point to Point Protocol module C:\WINDOWS\System32\rasppp.dll returned an error while initializing. The specified module could not be found.

Third Error:
Source: Rasman
Event ID: 20063
Error: Remote Access Connection Manager failed to start because the Point to Point Protocol failed to initialize. The specified module could not be found.

Fourth Error:
Source: Service Control Manager
Event ID: 7023
Error: The Remote Access Connection Manager service terminated with the following error: The specified module could not be found.

Fifth Error:
If tried to restart the service from RRAS mmc, it gives the following Error: "Routing and Remote Access cannot be started because of the following error." Please see event log for more information: The service has returned a service-specific error code. (8007042a)

 

Cause

The default location of the file SymRasMan.dll is %SystemRoot%\System32\rastls.dll. On installing Symantec Antivirus or Symantec Endpoint Protection the default location is then changed and edited in the registry to C:\Program Files\SAV\SymRasMan.dll. After uninstallation this location is not reversed for Windows Server 2003 SP2 because it does create a backup of the key during the change/installation unlike Windows Small Business Server 2003

In SEP 12.1 it can result from a known issue described in TECH164677 - Clients show "No Symantec protection technologies are installed" after migrating the SEPM from 11.x to 12.1

Resolution

To resolve this issue follow the steps below:

1. Click Start
2. Click Run
3. Type regedit
4. Navigate to:
   HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\RasMan\PPP\EAP\13
   
   
5. Select the folder 13
6. Change the value for keys: “ConfigUiPath”, “IdentityPath”, “InteractiveUIPath” and “Path” to:
   %SystemRoot%\System32\rastls.dll
   
   
7. Navigate to:
   HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\RasMan\PPP\EAP\25
   
    
8. Select the folder 25
9. Change the value for keys: “ConfigUiPath”, “IdentityPath”, “InteractiveUIPath” and “Path” to:
   %SystemRoot%\System32\rastls.dll
   
    
10. Restart the computer (recommended not required)
11. Start the RRAS service