Error: "Pending License Activation," "Service is expired," or "Agent is out of sync with policy"

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Article ID: 159355

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Updated On:

Products

Endpoint Protection Small Business Edition (Cloud)

Issue/Introduction

Attention Customers of Symantec Endpoint Protection Small Business Edition (SEP SBE) and Symantec Endpoint Protection Cloud (SEP Cloud)

These products will be discontinued on November 2, 2020. On this date, the product will stop protecting the endpoints, and access to the console no longer will be available. We recommend that customers migrate to Symantec Endpoint Security Enterprise.

For more information, see Transitioning to Symantec Endpoint Security Enterprise Guide.

You experience one or more of the following errors or scenarios with Symantec Endpoint Protection Small Business Edition cloud (SEP SBE):

  • Scenario 1: One or more agents display the message, "Pending License Activation," and all protection settings are disabled.​
  • Scenario 2: One or more agents display the message "Agent is out of sync with policy," and all protection settings are disabled.
  • Scenario 3: One or more agents display the message, "Service is expired," and all protection settings display a red "X", except for Safe Surfing or SONAR.
  • Scenario 4: One or more agents prompt the user to enter a 13-digit PIN.
  • Scenario 5: In the SEP SBE management console, the Computers tab displays the following error when hovering over AT RISK:
    • AntiSpyware/SONAR/Smart Firewall/Email Protection/Intrusion Prevention/Browser Protection/Download Intelligence setting is out of sync with the current group policy.​

Cause

The agent activation process can take several hours to complete.

Resolution

If agent activation has not occurred within four hours, follow these steps:

  1. On each affected computer, confirm connectivity to the URLs required for installation and activation.
  2. The SEP SBE Workstation Backend UI.zip attached below can be used to force the agent to activate.
    • Extract the file.
    • Run the batch script
    • If the agent still fails to activate, continue with following steps
  3. Restart the computer in safe mode.
  4. Delete the following folders, if they exist.
    • C:\ProgramData\Norton\00000083   (or on XP > C:\Documents and Settings\All Users\Application Data\Norton\00000083)
    • C:\ProgramData\Norton\00000082   (or on XP > C:\Documents and Settings\All Users\Application Data\Norton\00000082)
    • C:\ProgramData\Norton\{350C635D-E6F4-486C-A631-A85A2B9A6B50}
      Note: The ProgramData folder is hidden by default. You can access this folder by typing %ProgramData% in Windows Explorer, or by showing hidden files and folders.
  5. Restart the computer. The agent will attempt to activate itself.
  6. If the agent still does not activate, remove and re-add the Antivirus service.

Note: If the agent has never activated on any prior version, it may not have the 82/83 folders. If the folders do not exist continue to step 4.

Attachments

SEP SBE Workstation Backend UI.zip get_app