Windows computer hangs after upgrading from Symantec Endpoint Protection 12.1 to 14, 14 MP1, or 14 MP2

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Article ID: 170565

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Updated On:

Products

Endpoint Protection

Issue/Introduction

After upgrading from Symantec Endpoint Protection (SEP) 12.1.x to either 14 RTM, 14 MP1, or 14 MP2, the computer hangs and you cannot connect remotely using an RDP connection. This issue also occurs with virtualized servers and desktop computers hosted on VMware and Hyper-V. You do not get a log on screen, and you cannot access computers although the affected servers may respond to pings. This issue occurs randomly. A restart allows the affected computers to work again, but the issue can return.

Cause

The SEP Auto-Protect driver is acquiring a lock incorrectly.

Resolution

This issue is resolved in Endpoint Protection 14 RU1. Upgrade to resolve this issue.