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symap is not loaded after install Endpoint Protection for Linux 14.2 MP1 over 14.0 RU1 MP1

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Article ID: 173864

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Updated On:

Products

Endpoint Protection

Issue/Introduction

You installed Symantec Endpoint Protection for Linux (SEPFL) 14.0 RU1 MP1 on Red Hat Enterprise Linux 6.5 (kernel 2.6.32-431).
You upgraded OS kernel to 2.6.32-754 then install SEPFL 14.2 MP1 over 14.0 RU1 MP1.

After install, symap is not loaded and auto-protect status is malfunctioning.

sepfl-install.log :
 
Wed Mar  6 14:42:42 JST 2019: Pre-check is successful
Wed Mar  6 14:42:42 JST 2019: GUI component installed successfully
CONFIG_RETPOLINE=y
Starting AP: symev already loaded.
symap: unable to load kernel support module (UNSUPPORTED-OS-rh-ES-6-2.6.32-754.el6-)
found symev-rh-ES-6-2-6-32-431-el6-x86-64
Starting symcfgd: [60G[  [32m[1mOK[m  ]
 
symcfgd is started successfully.
Starting rtvscand: [60G[  [32m[1mOK[m  ]
 
rtvscand is started successfully.
Succeed to enable ap
AP status: Malfunctioning
Starting smcd: [60G[  [32m[1mOK[m  ]
 
smcd is started successfully.
/opt/Symantec/autoprotect ~/Downloads/14.2MP1
succeed to make link /lib/modules/2.6.32-754.el6.x86_64/kernel/drivers/char/symev_rh_ES_6_2_6_32_431_el6_x86_64.ko
symap is not loaded.
~/Downloads/14.2MP1
from 14.0.3897.1101, not upgrade from 1.0.14 or before.
Wed Mar  6 14:42:47 JST 2019: Installation completed
Wed Mar  6 14:42:47 JST 2019: =============================================================
Wed Mar  6 14:42:47 JST 2019: Daemon status:
Wed Mar  6 14:42:47 JST 2019: symcfgd [running]
Wed Mar  6 14:42:47 JST 2019: rtvscand [running]
Wed Mar  6 14:42:47 JST 2019: smcd [running]
Wed Mar  6 14:42:47 JST 2019: =============================================================
Wed Mar  6 14:42:47 JST 2019: Error: No drivers are loaded into kernel.
Wed Mar  6 14:42:47 JST 2019: =============================================================
Wed Mar  6 14:42:48 JST 2019: Auto-Protect starting
AP status: Malfunctioning in 1 time.
Wed Mar  6 14:42:49 JST 2019: Protection status:
Wed Mar  6 14:42:49 JST 2019: Definition: Waiting for update.
Wed Mar  6 14:42:49 JST 2019: AP: Malfunctioning
Wed Mar  6 14:42:49 JST 2019: =============================================================

Environment

Red Hat Enterprise Linux 6.5 (kernel is updated to 2.6.32-754)

 

Resolution

Symantec is aware of this issue and will update this document when a solution becomes available.  Please subscribe to this article to be notified of any updates

There are 2 possible work-arounds. 

  • After upgrade OS kernel to 2.6.32-754, manually compile AP module then install SEP 14.2 MP1 over 14.0 RU1 MP1. This will result that auto-compile happens during install and the compiled symev/symap is loaded. For information on how to compile modules manually, see Manually compile Auto-Protect kernel modules for Endpoint Protection for Linux.
  • After upgrade OS kernel to 2.6.32-754, uninstall existing SEPFL 14.0 RU1 MP1. Then reboot OS once (to unload symev module completely) and install SEPFL 14.2 MP1. This will result that pre-compiled kernel module for 2.6.32-754 is installed and symev/symap is loaded.