PTS has generated an error: code 11: description: Whitelist Failure
By default, the error appears one hour after the Symantec Endpoint Protection service is started. If the Heuristics and Proactive threat detection scan frequency is changed from the
default frequency then the error will occur when the initial Proactive Threat scan (PTS) starts. In some cases, Proactive Threat Protection (PTP) shows as disabled and Awaiting Updates.
The Whitelist Failure error occurs when PTP is installed and the definitions have not properly propagated to the PTP definition location on the client computer.
Validate the presence of the PTP definitions
1. Navigate to C:\Documents and Settings\All Users\Application Data\Symantec\SyKnAppS\
2. If this folder contains 3 empty folders and 2 files (patch25.dll and SyKnAppS.dll), then the client has not retrieved and applied the PTP definitions.
3. Verify that the client can contact its source for definitions.
The following may also resolve this issue:
If the above steps do not resolve the issue then collect the log.liveupdate file located in the C:\Documents and Settings\All Users\Application Data\Symantec\LiveUpdate folder then contact
Symantec Technical Support for log analysis and further troubleshooting.