Symantec Agent Disconnecting

Products

• Client Management Suite
• IT Management Suite

Issue/Introduction

We are starting to see issues with random managed machines not being able to execute any jobs/tasks. The job from the console stays stuck on a “Client waiting response” state. Resetting the Sym Agent or restarting the Symantec Management windows service fixes this issue.

Below are errors from the agent log for one of the problem agents.

Failed to set backup parameters, cannot get access to the store, error: Access is denied (0x00000005)
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Date: 8/21/2022 10:53:10 PM, Tick Count: 22486052 (06:14:46.0520000), Host Name: <HOSTNAME>, Size: 345 B
Process: AeXAgentUIHost.exe (10092), Thread ID: 31460, Module: AeXNetComms.dll
Priority: 1, Source: CertificateManager

 

Failed get set file permissions.
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Date: 8/20/2022 12:00:00 AM, Tick Count: 2001180637 (23.03:53:00.6370000), Host Name: <HOSTNAME>, Size: 276 B
Process: AeXAuditPls.exe (17876), Thread ID: 37828, Module: AeXAuditPls.exe
Priority: 1, Source: SetFilePermission()

Environment

ITMS 8.6.x

Cause

3rd Party Security Software that is installed was interfering with the Sym Agent's operations

Resolution

Evaluate security and/or anti-virus software and set exclusions for the Altiris Agent directory as needed

The default installation path is C:\Program Files\Altiris\Altiris Agent

Additional Information

154301 What exclusions should be considered for Symantec Management Platform and Agents to function correctly with an anti-virus solution installed?