Endpoint Protection

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Downloading latest SEP client from the support portal

  • 1.  Downloading latest SEP client from the support portal

    Posted Dec 01, 2020 02:29 PM
    As soon as we select endpoint protection from the product downloads screen we get the Downloading through Docker Image screen.   We're following the process as you are.

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  • 2.  RE: Downloading latest SEP client from the support portal

    Broadcom Employee
    Posted Dec 01, 2020 02:30 PM
    I have never seen this. Could you try with Incognito mode?







  • 3.  RE: Downloading latest SEP client from the support portal

    Broadcom Employee
    Posted Dec 01, 2020 02:37 PM
    A Docker image would only be required if you were setting up a connector to a cloud related product such as WSS or CloudSOC. I don't believe SEP requires such a connection so I can't explain why you would be given a download to one.

    What's the exact name of the file you're being asked to download?


  • 4.  RE: Downloading latest SEP client from the support portal

    Posted Dec 01, 2020 05:29 PM
    Blake,

    We don't get that far.   From the ​​Product Downloads tile > Download Management we select our product - Endpoint Protection and hit enter.
    Another screen appears with the "Downloading through Docker Image" message.

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    Green Minnow Group
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  • 5.  RE: Downloading latest SEP client from the support portal

    Posted Dec 04, 2020 05:57 PM
    Blake,

    We don't get to the point where we are able to select a file to download.   As soon as we click on our Endpoint Protection entitlement the screen moves to the Downloading Docker Image screen.​

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    Green Minnow Group
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  • 6.  RE: Downloading latest SEP client from the support portal

    Posted Dec 01, 2020 05:23 PM
    Explain how to use incognito mode.

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    Green Minnow Group
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  • 7.  RE: Downloading latest SEP client from the support portal

    Broadcom Employee
    Posted Dec 01, 2020 05:25 PM
    It is a mode in the browser you are using also sometimes called private mode. Lots of information in Google for these. 






  • 8.  RE: Downloading latest SEP client from the support portal

    Posted Dec 01, 2020 05:30 PM
    Thanks, I think we'll open a support case.   May be something wrong with our account.   We just converted today.​

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    Green Minnow Group
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  • 9.  RE: Downloading latest SEP client from the support portal

    Broadcom Employee
    Posted Dec 01, 2020 05:36 PM
    OK. You will want to open case with Customer care. Support won't be able to assist with account issues. 






  • 10.  RE: Downloading latest SEP client from the support portal

    Posted Dec 01, 2020 05:51 PM
    Opened a support case.​

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    Green Minnow Group
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  • 11.  RE: Downloading latest SEP client from the support portal

    Posted Dec 04, 2020 05:59 PM
    Support has not been unable to resolve our issue so far.   We're going to try a different browser - we're using IE11 at the latest maintenance level. ​

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    Green Minnow Group
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  • 12.  RE: Downloading latest SEP client from the support portal

    Posted Dec 04, 2020 05:55 PM
    Tried incognito mode.   Didn't work.​

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    Green Minnow Group
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  • 13.  RE: Downloading latest SEP client from the support portal

    Posted Dec 07, 2020 11:33 PM
    same error


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    Vivek
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  • 14.  RE: Downloading latest SEP client from the support portal
    Best Answer

    Posted Dec 09, 2020 05:27 PM
    Edited by Wally Dec 09, 2020 05:30 PM
    We tried a different browser than IE11.   The download site behaved as described in the "Symantec to Broadcom Transition Guide - Product Downloads".    Try a different browser - Edge, Chrome, Firefox, etc...  

    This resolved our issue.

    Apparently IE11 doesn't work very well with the support portal.

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    Green Minnow Group
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  • 15.  RE: Downloading latest SEP client from the support portal

    Posted Dec 09, 2020 09:58 PM
    Hi Green,

    Yes, on the same day we tried different browser it worked. Thanks.

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    Vivek
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