Endpoint Protection

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  • 1.  SecureW2-SEP is preventing basic functionality from working in Windows 10 (1909)

    Posted Jun 05, 2020 04:17 AM

    Hi,

    We are running latest SEP 14.3 and in the last week we have started seeing issues with basic Windows functionality like:

    regsvr32 c:\windows\system32\dialserver.dll

    shellexecute "url"

    The process hangs until you kill process. It seems to hang somewhere in the kernel. 

    Uninstalling SEP fixed the issue, re-installing brings it back.

    This initially affected our software but is now also preventing applications like slack performing from basic functionality like opening a url. 

    We see this in multiple Windows 10 (1909) instances. They have been updated to the latest software, both SEP and Windows.


    T.

    PS. I have opened a ticket with support who initially wanted to setup a call but have remained silent for 2 days now.



  • 2.  RE: SecureW2-SEP is preventing basic functionality from working in Windows 10 (1909)

    Broadcom Employee
    Posted Jun 05, 2020 09:52 AM
    What is your ticket number?

    I would suggest going into Add/Remove and modifying the SEP install on one of these systems.  Install Core Files only.  Does the issue still happen?  If it does, please let us know here.  If the issue stops, please add one feature back at a time until the issue reproduces.  Then we will know what feature of SEP is causing the issue and can go from there.

    ------------------------------
    John Owens
    Principal Product Support
    Symantec
    United States
    ------------------------------



  • 3.  RE: SecureW2-SEP is preventing basic functionality from working in Windows 10 (1909)

    Posted Jun 05, 2020 09:57 AM

    John,

    Thanks for reaching out, ticket number is: 31964522

    I will perform the requested steps and get back to you asap.

    T.




  • 4.  RE: SecureW2-SEP is preventing basic functionality from working in Windows 10 (1909)

    Broadcom Employee
    Posted Jun 05, 2020 10:16 AM
    You could also run a Symdiag on one of the impacted systems and we can have a look at your configurations and policies.

    How to collect full support logs for Support with the SymDiag utility

    Just upload here when done.

    ------------------------------
    John Owens
    Principal Product Support
    Symantec
    United States
    ------------------------------



  • 5.  RE: SecureW2-SEP is preventing basic functionality from working in Windows 10 (1909)

    Posted Jun 05, 2020 10:41 AM

    It worked after removing everything but Virus, Spyware and Basic Download.

    It stopped working when I installed ProActive Threat Protection.

    I cannot attach the logs "Must be a supported file. Unable to upload 2020-06-05__16-33-48__80b22a.sdbz"

    T.




  • 6.  RE: SecureW2-SEP is preventing basic functionality from working in Windows 10 (1909)

    Broadcom Employee
    Posted Jun 05, 2020 10:50 AM
    Ok. So that would be Sonar causing the issue.


    Can you compress the sdbz to zip and then try uploading?


    With the system with PTP installed with AV/AS can you please enable Verbose WPP logs following this document?  
    https://knowledge.broadcom.com/external/article/176312/how-to-collect-verbose-wpp-logs-for-endp.html

    With the logs running please reproduce the issue.  Note the time of issue reproduction.  Please provide steps you are taking to reproduce the issue as well.


    ------------------------------
    John Owens
    Principal Product Support
    Symantec
    United States
    ------------------------------



  • 7.  RE: SecureW2-SEP is preventing basic functionality from working in Windows 10 (1909)

    Broadcom Employee
    Posted Jun 05, 2020 10:51 AM
    Please also upload these logs to the case you opened as well.

    ------------------------------
    John Owens
    Principal Product Support
    Symantec
    United States
    ------------------------------



  • 8.  RE: SecureW2-SEP is preventing basic functionality from working in Windows 10 (1909)

    Broadcom Employee
    Posted Jun 10, 2020 10:08 AM
    Tracking this here:  https://knowledge.broadcom.com/external/article/192639/

    ------------------------------
    John Owens
    Principal Product Support
    Symantec
    United States
    ------------------------------