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Random hangs during logon on servers and desktops with Endpoint Protection 14.0 and 14.0 MP1

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Article ID: 164041

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Updated On:

Products

Endpoint Protection

Issue/Introduction

After installing Symantec Endpoint Protection (SEP) 14.0, random hanging occurs on both servers and desktops. You may observe one or more of the following symptoms:

  • Hanging occurs either during the logon process, or after the computer has been in use for some time.
  • Computers do not show a logon screen.
  • You cannot connect to the computer using Remote Desktop Protocol (RDP) or Console.
  • A full restart is required to get the computer out of the hung state.

Resolution

This issue is resolved in SEP 14.0 MP2. See Upgrade or migrate to Endpoint Protection 14 to learn how to upgrade.

Workaround

  • Exclude the following directory, including all subdirectories, from being scanned: The path depends on your version of SEP: "C:\ProgramData\Symantec\Symantec Endpoint Protection\<version>\Data\Definitions"

Example for SEP 14.0 MP1: C:\ProgramData\Symantec\Symantec Endpoint Protection\14.0.2332.0100.105\Data\Definitions

  • If the above exclusion does not resolve the issue, also exclude the following directory:

    C:\Windows\rescache

Note: These paths may vary depending on product build, or if the ProgramData or Windows directories have been moved to another drive.


To learn how to set file and folder exclusions, see Managing exceptions in Symantec Endpoint Protection.