Endpoint Protection service does not start after a failed upgrade

Products

• Endpoint Protection

Issue/Introduction

Symantec Endpoint Protection (SEP) upgrade failed. After the upgrade failure the SEP service does not start.

C:\ProgramData\Symantec\Symantec Endpoint Protection\<version>\Data\Install\Logs\SIS_INST.log shows following:

...
2021-03-24T06:32:28.444Z ERROR I SIS          openImpl Failed to create file. [\??\C:\ProgramData\Symantec\Symantec Endpoint Protection\14.3.3385.1000.105\Data\Config\symresolver.dat] Status: 0xC0000043 = A file cannot be opened because the share access flags are incompatible.
2021-03-24T06:32:28.444Z ERROR I SIS          CopyFile: failed to open source with error 0xC0000043 = A file cannot be opened because the share access flags are incompatible.
2021-03-24T06:32:28.444Z ERROR I SIS        Copyfile: deletefile failed.
2021-03-24T06:32:28.444Z ERROR I SIS      Failed to copy non-transacted ccSettings file C:\ProgramData\Symantec\Symantec Endpoint Protection\14.3.3385.1000.105\NonTransactedTemp\file1 to C:\ProgramData\Symantec\Symantec Endpoint Protection\14.3.3385.1000.105\Data\Config\symresolver.dat failed.
2021-03-24T06:32:28.444Z ERROR I SIS         
2021-03-24T06:32:28.444Z ERROR I SIS        Dumping action parameters from the script:
2021-03-24T06:32:28.444Z ERROR I SIS          FileName=[C:\ProgramData\Symantec\Symantec Endpoint Protection\14.3.3385.1000.105\Data\Config\symresolver.dat]
2021-03-24T06:32:28.444Z INFO  I SIS        ExecuteScript() - Successfully set failure event.
2021-03-24T06:32:28.444Z INFO  I SIS    ExecuteScript() returning ACTION_FAILED_WITH_ROLLBACK

Resolution

This issue is fixed in Symantec Endpoint Protection 14.3 RU3. For information on how to obtain the latest build of Symantec Endpoint Protection, see Download the latest version of Symantec software.  

Note: The fix will take effect if you upgrade from SEP 14.3 RU3 to a later version.

 

Possible workaround:

If you run Windows OS upgrade (e.g. Windows 10 upgrade to later version) and SEP client upgrade at the same time, separate these upgrade.

Once the issue happens, run the Cleanwipe tool then re-install SEP client to recover SEP functionalities.

Additional Information

ESCRT-6624