Error messages received when replacing the sylink.xml file

Products

• Endpoint Protection

Issue/Introduction

When attempting to restore communication by replacing the sylink.xml file either through command line, remote communications package push, or when using sylink.exe errors are received.

Little to no detail is provided in these errors to facilitate necessary troubleshooting
 

Error (*) in smc -importSylink
​Error *

Environment

Symantec Endpoint Protection (SEP) 14.x

Cause

Sylink Error codes are as follows: 

Error 0 - Success
Error 1 - Invalid Argument
Error 2 - Unable to remove backup Sylink Files
Error 3 - Unable to copy new Sylink Files / Access Denied
Error 4 - Unable to restart Symantec client
Error 5 - Unable to backup Sylink files
Error 6 - Unable to stop Symantec client
Error 7 - Symantec client is not installed
Error 8 - Sylink file is Invalid
Error 9 - Sylink file is too large
Error 10 - Sylink file cannot be opened
Error 11 - Sylink file does not exist
Error 12 - Error Parsing Sylink drop command XML
Error 13 - Error Retrieving Environment 
Error 14 - Unable to import Sylink file
Error 15 - Symantec client must be closed
Error 16 - Fail to create window
​Error 17 - Unknown error

Resolution

Note: The most common reason for errors when importing the Sylink file is Tamper Protection. Please ensure that Tamper Protection is turned off on the SEP Client shown here  

 

If disabling Tamper Protection and importing the Sylink file doesn't resolve your issue, look for the error and see below: 

 

Error 1 - Invalid argument

​Review the script used for any errors or misconfiguration

 

Error 2 - Unable to remove backup Sylink files / Error 5 - Unable to backup Sylink files / Error 15 - Symantec Client must be closed

Usually related to an issue with the sylinkdrop tool. You can work around the issue by manually replacing the Sylink following these steps: 

1. Go to Start > Run 
2. Type smc -stop then click OK. You will notice that Symantec Shield is no longer in your task bar.
3. Copy the Sylink.XML file and paste that in %Programdata%\Symantec\Symantec Endpoint Protection\CurrentVersion\Data\Config folder. It will ask you if you want to overwrite or replace the already existing file, Click on Yes.
4. Go to Start > Run
5. Type smc -start then click OK.

The client will became managed

 

Error 3 - Unable to copy new Sylink files / Access Denied

See Cannot manually copy Sylink.xml into a Symantec Endpoint Protection client. Access is Denied.

 

Error 4 - Unable to restart Symantec client / Error 6 - Unable to stop Symantec client

Confirm the Symantec Endpoint Protection service is running. 

1. Restart the service by Going to Start > Run 
2. Type smc -stop then click OK
3. Go to Start > Run
4. Type smc -start then click OK

 

Error 7 - Symantec client is not installed

Confirm that the Symantec Client is installed and operating normally

If not install, run a repair, or reinstall the client as necessary

 

Error 8 - Sylink file is invalid

See Exporting and importing the client-server communications file (Sylink.xml) manually

 

Error 9 - Sylink file is too large

Upgrade SEP, Contact Service Desk

 

Error 10 - Sylink file cannot be opened

See Exporting and importing the client-server communications file (Sylink.xml) manually

 

Error 11 - Sylink file does not exist

See Exporting and importing the client-server communications file (Sylink.xml) manually

 

Error 12 - Error parsing Sylink drop command XML

Note: Rare issue related to XML handling 

Attempt to Repair the Symantec client. 

If that doesn't resolve it, then contact Symantec Support. 

 

Error 13 - Error retrieving environment / Error 16 - Fail to create window

Note: Rare issue

Attempt to repair the Symantec client. 

If that doesn't resolve it, then contact Symantec Support. 

 

Error 14 - Unable to import Sylink file / ​Error 17 - Unknown error

NOTE: A general error

Contact Symantec Support