Error: Symantec Endpoint services cannot open because some Symantec services are stopped.

Products

• Endpoint Security Complete
• Endpoint Protection

Issue/Introduction

You see the following prompt when attempting to open the SEP client user interface:

Symantec Endpoint services cannot open because some Symantec services are stopped. Restart the Symantec services and then open Symantec Endpoint Protection

Common events are seen in the Agent UI System Log:  

Manager cannot load the backup client policy (prodcltdef.dat)    Smc
Import config file to data manger failed.    Smc
Symantec Endpoint Protection received a new policy from the cloud console.    Smc
This device successfully enrolled in the cloud console.    Smc

Environment

• Symantec Endpoint Protection (SEP) versions 14.3 RU6 and later

Cause

The SEP service failed to start with the error "Fail to import global group from profile" when loading formatted XML profiles (like `prodcltdef.dat`).

Resolution

We are aware of this issue and will be releasing the fix in an upcoming release.  If you need the fix please contact Support.

Additional Information

• CRE-22964
• CRE-23210