Endpoint scan and remediation commands are stuck in the 'Started' state

Products

• Endpoint Detection and Response

Issue/Introduction

You have performed an endpoint search or performed a remediation action.  The status_code shows "Started", but the status doesn't change.

Environment

macOS endpoints running SEP 14.3 RU1 MP1 and later on macOS 10.15 or 11.

Cause

This action can occur if the endpoint's operating system was restarted after the search or remediation command was issued in Symantec EDR.

Resolution

Perform the action again.