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Copy over network freeze when copying large files

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  • 1.  Copy over network freeze when copying large files

    Posted May 09, 2010 11:09 PM
    After upgrading to11.0.6005.562 on Windows 7 64bit copying very large files (300MB or more) over the network freezes the copying process.
    When disabling "Bloodhound(TM) heuristic virus detection" in Heuristic scanning settings everything is fine.
    Anyone else with the same problem?


  • 2.  RE: Copy over network freeze when copying large files

    Posted May 09, 2010 11:35 PM
    Hmm I haven't heard of any reports of this yet. What version did you upgrade from? Do you think you could run the support tool so we can grab more info from you system.



    About the Symantec Endpoint Protection Support Tool

    http://service1.symantec.com/support/ent-security.nsf/854fa02b4f5013678825731a007d06af/be437c7f369b39e688257489005c49ec?OpenDocument

    T
    hanks
    Grant


  • 3.  RE: Copy over network freeze when copying large files

    Posted May 10, 2010 10:20 PM
    Grant, appreciate your fast reply.
    I upgraded from the version which was available before the very latest one. Don't remember the number.
    Don't want to run your support tool, because when the copying freezes, the machine needs to be cold reset. It will not should down, but hang at the logoff screen. Means after rebooting the machine will resync its mirrored drives which result in slow performance for hours.
    I think I have to live with the workarround to turn off "Bloodhound". Hope it doesn't significantly increase my virus risk.


  • 4.  RE: Copy over network freeze when copying large files



  • 5.  RE: Copy over network freeze when copying large files

    Posted May 12, 2010 09:04 PM
    Hi Vmax,

    Just letting you know i haven't forgot about your case. I am still looking into this since I have not seen this problem on the RU6 upgrade. Will keep you updated here.

    Thanks
    Grant


  • 6.  RE: Copy over network freeze when copying large files

    Posted May 18, 2010 01:36 PM
    I have several machines that do the same thing since the upgrade to 11.0.6000.550.  If you end the process SMC.exe in taskmgr the file will finish copying, nothing else needs to be done because it usually will finish the copy before SMC starts itself.  If you have a very large file go into Services and disable Symantec Manager Client, go into taskmgr and end the SMC process, finish your copy.  Then go back and set the SMC service to Automatic again and start it.

    This is not ment to be a fix just a temporary work around.


  • 7.  RE: Copy over network freeze when copying large files

    Posted May 19, 2010 04:26 AM

    Our machines were upgraded from RU5  -> RU6 - RU6a. The copy process just stalls when you try to copy an executable of 50MB or larger. When you cancel the copy process it does not cancel it. Killing explorer.exe does not help. You have to reboot the machine and that does not work because it does not shut down so you have to force a shutdown. We have Bloodhound Scanning set to high.
     



  • 8.  RE: Copy over network freeze when copying large files

    Posted Jun 15, 2010 04:00 AM
    Any new news? surprise
    We hold upgrade process because of this case.

    Rgds, Jyrki


  • 9.  RE: Copy over network freeze when copying large files

    Posted Jun 21, 2010 10:32 PM
    Grant, 5 weeks ago you wrote you didn't forget me, but it seems you did ... sad


  • 10.  RE: Copy over network freeze when copying large files

    Posted Jun 22, 2010 09:17 AM

    Grant or anyone else still looking into the issue?

    @Vmax8 - did you happen to put in a case for this yet? "Sometimes" fixes and suggestions come more quickly when issues like this go through Symantec's standard case submittal process.

    -Mike


  • 11.  RE: Copy over network freeze when copying large files

    Posted Jun 22, 2010 08:06 PM
    Mike,
    too buys to put in a case with emailing log files etc.
    Wish Symantec reads and follow up their own forums and fix this annoying problem.


  • 12.  RE: Copy over network freeze when copying large files

    Posted Jun 22, 2010 10:26 PM

    We do read this forum, but there's not enough information here to turn around and give you a root cause.  You said yourself that you can't even run the Support Tool to gather information to post here.  I personally have not encountered this issue, and without logs and other information about your specific environment we can't really hazard a guess.  I didn't quite understand your last post... have you opened a ticket with technical support?

    sandra


  • 13.  RE: Copy over network freeze when copying large files

    Posted Jun 22, 2010 10:56 PM
    Sandra, I did not open a support ticket. From the other posts here, you can see, that I am not alone.


  • 14.  RE: Copy over network freeze when copying large files

    Posted Jun 22, 2010 11:29 PM
    Sandra, I did run the support tool on two machines which show the problem. Where to should I send the reports?
    Furthermore over time, I realized, that this problem does also occur randomly although when "Bloodhound(TM) heuristic virus detection" is disabled, however I can't recreate the problem. When "Bloodhound(TM) heuristic virus detection" is running, it happens every time.


  • 15.  RE: Copy over network freeze when copying large files

    Posted Jun 23, 2010 12:12 AM
    "From the other posts here, you can see, that I am not alone."

    I'm not unsympathetic, believe me, but without detailed, indepth investigation through official means (in the form of a support case), issues cannot get fixed.  We need examples and data to work with.  I hope some of the others on this thread have opened a case.

    As for Support Tool results, were there any errors or warnings?  You could upload the results here for our perusal.

    Thanks--
    sandra




  • 16.  RE: Copy over network freeze when copying large files

    Posted Jun 23, 2010 12:19 AM
    One machine no error, the other one with an error, which in my opionion can't be related to the issue. Where and can I upload the reports?


  • 17.  RE: Copy over network freeze when copying large files

    Posted Jun 23, 2010 12:34 AM
    Look at the bottom of this page where it says "File Attachments". :)  It may need to be archived first as a zip.

    sandra


  • 18.  RE: Copy over network freeze when copying large files

    Posted Jun 23, 2010 01:21 AM

    Are there no confidential information in the file?



  • 19.  RE: Copy over network freeze when copying large files



  • 20.  RE: Copy over network freeze when copying large files

    Posted Jun 28, 2010 10:50 AM
    Sorry, got very busy at the end of last week.

    Possibly IP numbers and your domain name, certainly a list of installed programs and other logs... which is why I enourage you to open a case if you have not already.

    sandra


  • 21.  RE: Copy over network freeze when copying large files

    Posted Jun 28, 2010 10:56 AM

    I don't doubt this is happening, but I do not know what help we can be expected to offer without receiving and reviewing data from an affected machine.  People can talk about the issue all they like on the forum, but without an official investigation in the form of a case, little can be done to actually resolve it.

    sandra


  • 22.  RE: Copy over network freeze when copying large files

    Posted Jul 04, 2010 12:32 PM
    After tracking this down for 6 hours, the problem ended up being RU6a.  Large backups were failing to network shares with no error making windows unresponsive.  Copies of large files would also stop midstream with no errors.

    In both instances the programs copying the data to the network drive could not be terminated and windows would not shutdown gracefully requiring a hard shutdown.

    After removing SEP RU6a the problem went away.  Reinstalling RU5 did not result in the same problem.

    Why should we waste our time to open a case when Symantec QA should have caught this?  Last i checked we are the customers.  If you want to pay us to troubleshoot symantec products, then pay us for it :o)  I'm only saying this since the past cases resulted in no fixes and were a complete waste of time.





  • 23.  RE: Copy over network freeze when copying large files

    Posted Jul 04, 2010 10:22 PM
    AliBaba0101, you are absolutely right.
    Don you know where I can download RU5? I deleted it, and Fileconnect just shows RU6a.


  • 24.  RE: Copy over network freeze when copying large files

    Posted Jul 05, 2010 01:39 AM
    unfortunately it looks like its no longer available for download. I had my old copy still on my server.  sorry :(


  • 25.  RE: Copy over network freeze when copying large files

    Posted Jul 06, 2010 10:13 AM

    Why should we waste our time to open a case when Symantec QA should have caught this?

    I don't work in QA but I can venture to guess that this is because not every environment and every possible configuration can be duplicated in a lab.   The only way to fix something like this is to have the data to track down the root cause.

    sandra


  • 26.  RE: Copy over network freeze when copying large files

    Posted Jul 07, 2010 12:25 AM
    Found RU5 on an off-site backup. Installed it. The file copying problem disappeared. It's clearly a RU6a issue.


  • 27.  RE: Copy over network freeze when copying large files

    Posted Jul 08, 2010 05:40 AM
    Just another observation after removing RU6a and installing RU5 on the workstations: Frequent network connection errors in MS Access 2010, which connects to a database on a server, disappeared.
    Hope RU7 will be better.


  • 28.  RE: Copy over network freeze when copying large files

    Posted Jul 21, 2010 07:23 AM
    Is there a convenient way to move back to RU5? I tried putting it into the "install packages" tab of the sepm but it won't delete the newer ru6 versions on the client... so how do I downgrade?


  • 29.  RE: Copy over network freeze when copying large files

    Posted Jul 21, 2010 10:42 AM

    The only way to downgrade is to remove and reinstall the SEP client.

    Just out of curiosity, has anyone experiencing this issue actually opened a support case?

    sandra


  • 30.  RE: Copy over network freeze when copying large files

    Posted Jul 22, 2010 09:01 AM