The eedService is stuck in a "Start_Pending" state.

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Article ID: 169667

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Updated On:

Products

Endpoint Encryption

Issue/Introduction

Symantec Endpoint Encryption (SEE)
SEE 11.1.2 HF1
Lenovo T460
Toshiba THNSFJ256GDNU M.2 format SSD

The customer upgraded to SEE 11.1.2 HF1 to address the issue with the Toshiba THNSFJ256GDNU drives documented in TECH236782/ETrack 4038102.
After installing the 11.1.2 HF1 agent on the PCs with the Toshiba drive they will start the encryption after which the eedService will get stuck in a "Start_Pending" state.
Windows does load, but the service remains in the "Start_Pending" state.
All attempts to manually start the service fail, the service immediately returns to the "Start_Pending" state.
The computers are not checking in with the server.
The computers are then getting locked out after the 60 day lockout timer expires.

Environment

SEE 11.1.2 HF1
Lenovo T460
Toshiba THNSFJ256GDNU M.2 format SSD

Resolution

This has been referred to our Engineering team.

Update October 17, 2017:

Engineering determined that the agent on the Toshiba THNSFJ256GDNU M.2 drive cannot be successfully upgraded.
They further state that in order to upgrade the agent on the THNSFJ256GDNU drive you must:
1. Decrypt the machine
2. Uninstall the current SEE client
3. Install the new SEE client
4. Re-encrypt