Unable to run or open a file using Endpoint Protection

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Article ID: 171952

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Updated On:

Products

Endpoint Protection

Issue/Introduction

When attempting to open or run a file on your client machine nothing happens, or it opens and immediately and closes using Symantec Endpoint Protection (SEP).

Cause

 Downloaded files are frequently blocked by the protected internet zones.

  1. Right-click the file and open the file properties
  2. Check the “General Tab” at the bottom for a “Security” section with a checkbox option for “Unblock”
  3. If “Unblock” exists, then the file is being blocked because it was downloaded by a protected internet zone.
  4. To unblock the file, simply check the “Unblock” checkbox and you should now be able to open/run the file.

Endpoint Protection Application and Device Controls may be blocking the application.

  1. Open the SEP Client user interface
  2. Select “View Logs” in the left pane
  3. Select “View Logs” under the “Client Management section on the right pane.
  4. Open the “Control Logs”, this should list any applications or devices that are blocked by this policy (Note that logging must be enabled in your policy).

Endpoint Protection may have detected the file or application as a threat and blocked it for your protection.

  1. Open the SEP Client user interface
  2. Select “View Logs” in the left pane
  3. Select “View Logs” under the “Virus and Spyware” section on the right pane
  4. Open the “Risk Logs”, this should list any threats that were identified on your system and any actions that were taken to mitigate the threat.

 If necessary you can also Isolate the SEP components to narrow down which component (if any) are blocking your file from working normally.

  1. Go to Add/Remove programs
  2. Right-click on the “Symantec Endpoint Protection”
  3. Select the “Change” installation option
  4. Click “Next” once the page has finished loading
  5. Select “Modify” and click “Next”
  6. You will now be shown a tree view with individual components that can be enabled or disabled.
  7. Enable/Disable the components you wish to test then follow the on-screen instructions to complete the process.
  8. You may need to reboot your machine after completing the process before the changes take effect.

Resolution

Fixing files blocked by protected zones.

  • The simplest solution is to open the file properties and "unblock" the file. Once the file has been unblocked it will allow you to run it on your computer.
  • Alternately you can also change this by modifying your Internet Explorer security settings to enable file downloads (https://answers.microsoft.com/en-us/ie/forum/ie8-windows_xp/security-settings-block-download/d3828513-6240-4905-adb9-2f92e16a08c3).

 Changing Application and Device Control policies

  • Please note that Application and Device Control Policies MUST be changed on the Endpoint Protection Manager, and cannot be changed on the client short of removing the component altogether (as described in the isolation section).
  • The Application and Device Control policies can be found at the following location...
    • SEPM > Policies > Application and Device Control > [Open Policy applied to your group]
    • Alternately you can also open the policy through your Client Groups
      • SEPM > Clients > [select group] > Policies Tab > Application and Device Control Policy
  • See Endpoint Protection Application and Device Control Policies explained

Endpoint Protection detected the application or file as a threat