Symantec Endpoint Encryption 11.3 intermittently not communicating with the SEE Management Server

Products

• Endpoint Encryption

Issue/Introduction

Symantec Endpoint Encryption 11.3 intermittently not communicating with the SEE Management Server.  After Symantec Encryption Management Server (SEEMS) has been upgraded to 11.3, the SEE clients may encounter intermittent issues checking in with the SEEMS and the SEE Management Agent service (EAFRCliManager) will crash.

 

Cause

SEE 11.3 added a new column for Removable Media Encryption to exclude devices based on "Serial".  After an upgrade, this value is not populated in the policy so a null value is causing the SEE MA service to crash.

Resolution

In order to see if this is happening, enable application crash dumps on the machine using the MSFT article and see if there are crash dumps being generated.

As a workaround, go through the policies, not changing any of the actual policies, and click "Save" at the end of the wizard.  Once this has finished, restart the SEE MA service and check-in.  The service should no longer crash.

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