A behavior has been observed on servers where the SEP SBE .Cloud client will appear to have installed properly but persistently shows gray "Unknown" status for all protection technologies and Connecting status in the bottom left corner of the client UI. Upon review of the logs, if the SEPAgent.log contains the line "Error;AVAgent::Run(): m_pPlatformSvc=NULL (0x80AB0018)" replacing specific certificates with certificates imported from a working machine should resolve the behavior and restore the client to green status.
Server clients show Unknown status with gray icons for all protection technologies as well as "Connecting" status in the bottom left corner of the client UI.
In the SEPAgent.log file: Error;AVAgent::Run(): m_pPlatformSvc=NULL (0x80AB0018)
To resolve this behavior it will be necessary to export two particular certifications from another functioning server and install them on the machine showing the behavior then re-install the client:
As a first step, make sure that all windows updates have been run on the machine, these updates may resolve certification issues and allow the client to function properly. If the machine is fully up to date proceed to the certificate export/import process below.
On a properly functioning server:
On the machine with the malfunctioning client:
Repeat the process with the VeriSign Class 3 Code Signing 2010 CA certificate. This certificate can be difficult to locate and is available from:
Once the certificates are in place uninstall and re-install the client and it should connect properly and show green status as regular, sometimes this can take up to 4 hours but it should not persist longer than that.