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Server Client shows gray "unknown" status for all technologies

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Article ID: 161544

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Updated On:

Products

Symantec Products

Issue/Introduction

A behavior has been observed on servers where the SEP SBE .Cloud client will appear to have installed properly but persistently shows gray "Unknown" status for all protection technologies and Connecting status in the bottom left corner of the client UI. Upon review of the logs, if the SEPAgent.log contains the line "Error;AVAgent::Run(): m_pPlatformSvc=NULL (0x80AB0018)" replacing specific certificates with certificates imported from a working machine should resolve the behavior and restore the client to green status.

Server clients show Unknown status with gray icons for all protection technologies as well as "Connecting" status in the bottom left corner of the client UI.

AND: 

In the SEPAgent.log file: Error;AVAgent::Run(): m_pPlatformSvc=NULL (0x80AB0018)

Resolution

To resolve this behavior it will be necessary to export two particular certifications from another functioning server and install them on the machine showing the behavior then re-install the client:

  • VeriSign Class 3 Code Signing 2010 CA
  • VeriSign Class 3 Public Primary Certification Authority-G5

Run Windows Update

As a first step, make sure that all windows updates have been run on the machine, these updates may resolve certification issues and allow the client to function properly. If the machine is fully up to date proceed to the certificate export/import process below.

Exporting Certificates

On a properly functioning server:

  1. Open up the certificate manager by running certmgr.msc in a run window or power shell (or searching for it in the start menu for Windows 2008).
  2. Open the Trusted Root Certification Authority folder and navigate to the Certificates subfolder.
  3. Find the VeriSign Class 3 Public Primary Certification Authority-G5 certificate and double click on it.
  4. This will open the certificate, navigate to the Details tab and click "Copy to File..."
  5. Proceed through the Certificate Export Wizard and save the file to a location of your choice.
    • Note:the format used to export the file won't effect the process, feel free to use the default choice.
  6. Copy the file to the machine showing the behavior.

Importing the Certificate

On the machine with the malfunctioning client:

  1. Double click on the certificate file which was copied from a working machine in the previous section.
  2. Click Install Certificate.
  3. Select Local Machine and click next.
  4. Select "Place all certificates in the following store" and click the browse button.
  5. Select "Trusted Root Certification Authorities" and click OK.
  6. Click Next and then Finish.

Repeat the process with the VeriSign Class 3 Code Signing 2010 CA certificate. This certificate can be difficult to locate and is available from:
https://knowledge.symantec.com/library/VERISIGN/ALL_OTHER/Certificates/Code2010/VeriSign_Class_3_Code_Signing_2010_CA.cer

Uninstall and Reinstall the Client

Once the certificates are in place uninstall and re-install the client and it should connect properly and show green status as regular, sometimes this can take up to 4 hours but it should not persist longer than that.