Common Issues 101 for Endpoint Protection

Products

• Endpoint Protection

Issue/Introduction

Learn how to resolve many of the common issues or errors that may occur when you install or upgrade either Symantec Endpoint Protection (SEP) clients, or the Symantec Endpoint Protection Manager (SEPM).

See also:

• Install and Upgrade 101 for Endpoint Protection.
• Policy Configuration 101 for Endpoint Protection.
• Security Threats 101 for Endpoint Protection.

Resolution

Contents

For solutions, select an area where you are currently experiencing an issue, error, or other problem.

Have you tried the Symantec Diagnostic Tool (SymDiag)? SymDiag helps identify common issues and provides solutions. If you require further assistance, SymDiag lowers the level of effort and increases efficiency by automating data gathering and support case submission.

Endpoint Protection clients

• During install or deployment
• During upgrade
• Other client issues

Endpoint Protection Manager

• During install
• During disaster recovery
• During upgrade or migration
• Post install

Endpoint Protection clients

During install

• Windows Installer (MSI) errors during install
• Error: "...pending system changes that require a reboot" during install or upgrade
• Missing notification area icon (also called the system tray icon) after restart

During upgrade

• Windows Installer (MSI) errors during install
• Error: "...pending system changes that require a reboot" during install or upgrade

Client are offline and other issues

• Troubleshoot communication issues between Endpoint Protection Manager and clients

Endpoint Protection Manager

During install

• Error: "...pending system changes that require a reboot"
• Windows Installer (MSI) error codes
• Management Server Configuration Wizard
  • SQL database
    • Error: "SQL Server client tools must be installed on the server" during install
  • Permissions
    • Error: "...services require user rights" or "...cannot read the user rights" during install or configuration
    • Error: "Failed to connect to the server" or "Error 1069" after upgrade of Endpoint Protection Manager

During disaster recovery

• Error: "...pending system changes that require a reboot" during install or upgrade
• Troubleshoot communication issues between Endpoint Protection Manager and clients

During upgrade or migration

• Error: "...services require user rights" or "...cannot read the user rights" during installation or configuration
• Error: "Failed to connect to the server" or "Error 1069" after upgrade of Endpoint Protection Manager
• Error: "...pending system changes that require a reboot" during install or upgrade

 

Post install

• "Error: "Failed to connect to the server" or "Error 1069" after upgrade of Endpoint Protection Manager
• Lost credentials? Resetting a forgotten Symantec Endpoint Protection Manager password
• "Information is Currently Unavailable" appears under "Latest Definitions from Symantec" on the Home page
• Error: "Login to [computer] failed. Check the username and password and try again" during remote install