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Windows 7 hangs at shutdown with 12.1.5

  • 1.  Windows 7 hangs at shutdown with 12.1.5

    Posted Oct 23, 2014 03:45 PM

    Hello All,

    Over the past week I have recently started to slow deploy 12.1.5337.5000 client to several Windows 7 machines, thought it was going fine, but now getting reports that when machines are just hanging at shutdown screen.  I have uninstalled 12.1.5 and installed 12.1.4112 and it is now working fine.  32bit and 64bit the same.  To remove have to use the CleanWipe tool from Symantec.

    Is anyone else having this issue?  Thoughts / Fixes?

    Thanks in Advance



  • 2.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Oct 23, 2014 03:48 PM

    Haven't seen that on our fleet.

    • What SEP components are in use?
    • Any error codes(s)?
    • What PC manufacturer?
    • Are drivers up to date?


  • 3.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Oct 23, 2014 03:57 PM

    From SEP side:

    AV with Sonar, laptops have NTP/Firewall enabled.

    Nothing showing any errors on screen, still working on looking at log files to see if it shows anything.

    HP Elitebooks, HP Desktops.

    Drivers are up to date.

    Thanks



  • 4.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Oct 23, 2014 04:04 PM

    If easily reproduceable, I would suggest opening a case and they'll likely have you enable advanced WPP logging:

    How to use the advanced debug logging options for the Symantec Endpoint Protection client in SymHelp

    It has a "WPP reboot" option so it should capture everything that is going on.

    Do you have the Application and Device Control component installed as well?

    If you have time to test, you may want to enable only the AV component to see what the result is. If ok, add another component, test, repeat, etc, until the issue shows up again. At least see if you can narrow it to one specific component...



  • 5.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Oct 23, 2014 04:10 PM

    Sounds good, thanks for the tips I will give them a shot.



  • 6.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Oct 23, 2014 04:13 PM

    Happy to help, check back with updates if you can. Be curious to see the outcome of this....



  • 7.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Nov 28, 2014 12:02 AM
    is there any solution to resolve the shutdown problem in windows 7 after upgrade the new version Sep 12.1.5


  • 8.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Nov 28, 2014 08:41 AM

    I would advise that you open a support case on this.



  • 9.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Jan 08, 2015 07:31 AM

    Anyone still seeing this problem with 12.1.5. Has a case been open or resolution found? Started noticing the issue intermittently after we rolled out early December. Not 100% sure it’s Symantec, but the timing fits the bill. In addition to Hangs at shutdown, we are getting reports of Hangs right after users logon (users enter password, but desktop never loads. Emailed our CSR yesterday.



  • 10.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Jan 13, 2015 03:20 PM

    hi all,

    I have recently migrated 12.1.5, after migrated all windows 7 desktops got hanged in shutdown screen and even if I force to reboot the system I am facing some issue in desktop level.

    1. desktop access is very slow.

    2. office products are very slow sometimes get hang.

    3. most of the times excel and outlook application getting hang

     

    My case id : RE: Case #08014932 - Need assistance with upgrade SEP has been created  [ref:00D30jPy.5005ZGCK3:ref]

     

    anyone having solution pls share.



  • 11.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Jan 16, 2015 09:41 AM

    it is funny you should say this.  Just recently, i started updating my clients to 12.1.5337.5000. (Win 7 x64 Enterprise)

    I usuallyt deploy to a First rollout group and then to the rest of the company. this time it was a little different.

    quick backgroup, we are in the process of updating some server to 2012r2 and we just recently moved all our VMs from one hyper host cluster on 2008r2 to a newer hyper host cluster on 2012r2.

     

    i rebuilt/created a new deployment box and imported all my Microsoft Deployment Toolkit builds from an olfer version of MDT to the most recent release.  With that, i also updated all my system deployment information, software patches, etc... Sep 12.1.5337.5000 was on of those softwares.  we have 10 new employees start so i blasted 10 new machines all with the new av client.

     

    now to the point, 2 of the new machines have experience the hanging at the shutdown screen after an attempted reboot. the most recent case was a call center rep that restarted at 5:00pm on 1/15/15 and i had to kick the box manually this morning at 1/16/15.

    moreover, i just deployed the client to 13 addtional machines as part of a First rollout group deployment last night.   we have auto protect, download protection, sonar, early launch anti-malware, ie protect, outlook protect, intrusion prevention, app control to block most usb devices (excpt HID) enabled.  this is a desktop specific policy that we built. i have installed this on a few servers as well (as part of a first rollout group as well)  i have not rebooted any servers after the client update, so i have not data for that to share.

    in the system logs, i see the following message for the SEP:Agent:Behavior

    User is attempting to terminate Symantec Management Client....

    event source: SMC; category: 0; severity: Info

     

    i had not opened a case. i can if you all think it will help.

     

    keep me posted as this is probably set to affect all of my clients.



  • 12.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Feb 02, 2015 10:50 AM

    Hey Sathismm1982,

    Did you get any solution yet?

    Thanks



  • 13.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Feb 10, 2015 11:42 AM

    I have same issue, (also a case open for this) but no solution. As a side note we are having McAfee used for encription and DLP. Do you also have McAfee? 

    I see the issue is from last year ... does Symantec care for his clients?!



  • 14.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Feb 19, 2015 03:10 PM

    Yeah issue was posted last year.  I have not contacted support because I have the same feeling like people mentioned above, no solution from Symantec.  We are currently still on McAfee for Encryption but have Symantec DLP.  Will be switching to Symantec Encryption in near future.

     



  • 15.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Feb 20, 2015 03:42 AM

    Same issue since rollout of 12.1.5. Opened case and no solution. Please let me know if there is a good fix (rollback is not an option)...



  • 16.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Feb 20, 2015 04:37 AM

    Hi,

    Unfortunately no solution from Symantec besides waiting, their response:

    "Symantec Aware about the Environment and this will be fixed with our upcoming version."

     

    We use version 12.1.4 and is ok.

     



  • 17.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Mar 30, 2015 06:51 AM

    Yep - we are having the same issue - just created a post then found this.

    We were on 12.1.3 and were advised to upgrade to the latest version of the client 12.1.5337.5000. This seemed to resolve the issue at first but now it has crept in!

    I will be calling support later on today.



  • 18.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Apr 03, 2015 10:15 AM

    Thanks for the replay SEPuser, this is what I have assumed since I have seen the issue.



  • 19.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Jun 02, 2015 03:48 PM

     I am having the same problem. Windows 7 32bit, SEP 12.1.5337.5000. Are there any updates on this?



  • 20.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Jun 02, 2015 03:57 PM

    12.1.6 is release and should resolve. But I have not yet tested/verified.



  • 21.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Jun 29, 2015 07:55 AM

    We contacted PSS about this. This problem, in our case, is caused by \SystemRoot\system32\Drivers\SysPlant.sys . If I get more information I will post. We have not conacted Symantec about it yet.



  • 22.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Aug 13, 2015 12:31 PM

    We upgraded from 12.1.4 to 12.1.6 and started to see this issue, so it doesn't look like it is fixed in 12.1.6.



  • 23.  RE: Windows 7 hangs at shutdown with 12.1.5

    Broadcom Employee
    Posted Aug 13, 2015 01:49 PM

    Hello All,

    Please share OR PM me your support case numbers, so we can attach this thread for the reference.



  • 24.  RE: Windows 7 hangs at shutdown with 12.1.5

    Posted Nov 03, 2015 08:05 AM

    Hi,

    I am having the same issue. In our environment it has suddenly start happening from August and the affected number is increasing. We face the issue in both 12.1 RU2 and 12.1 RU5 client and more specifically I can say that after upgrading our SEPM to 12.1 RU5, the problem started.