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Error messages received when replacing the sylink.xml file

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Article ID: 173950

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Updated On:

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 *

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

Environment


Symantec Endpoint Protection (SEP) 14.x

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
 
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
 
Error 9 - Sylink file is too large
Upgrade SEP, Contact Service Desk
 
Error 10 - Sylink file cannot be opened
 
Error 11 - Sylink file does not exist
 
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