Endpoint Protection

This might sound like a simple problem and I apologize for asking.  Most of my clients cannot launch a manual or full scan.  I hope someone can help me correct my settings to enable users run a full scan manually.

hi,
what does the scan log reveals?
the snap you have attached only tells the client GUI.

Cheers
Pete

Solution # 1

• Go to the SEP servers' Management console (SEPM)
• Clients > Select group that cannot scan
• Policies tab > Antivirus and Antispyware policy
• Administrator-defined scans > Advanced tab
• See if 'Allow user-defined scheduled...' is enabled

Solution # 2

• On the clients' PC > Open SEP
• Create a New Scan
• Fill in the 'What to Scan' and 'Scan Options' tab. Click 'Ok' when finished
• Right-click on newly created scan. Select 'Scan Now'

Hi Pete, it only shows the old logs.  I also noticed that initiating a scan from SEPM does not work.

Hi Lester
The solution provided by Mon is perfect, go ahead and deploy it.

By the way what happens when you click upon Run Full Scan, i mean does it shows any error message, From the logs it is not quite clear to me.
Ajit

Mon_raralio, thanks for replying.
I've verified that "Allow user-defined scheduled scans to run when scan author is not logged on" has a check mark.  I think this is the default setting.
When I tried solution 2, I got a error message saying, "Scan failed: scan failed to start."


I hope I don't have to reinstall as I've already deployed the client to many computers.

Thanks Ajitjha, if I click Run Full Scan, nothing really happens and no error message is displayed.  I just tried Mon's recommendation but it didn't work for me.

Hi Lester

Try to repair or re-install the client. I know that u don't want to re-install but to cum to an exact solution you have to do some troubleshooting. Just deploy in one client and update the status

Ajit

A possible cause of your issue is a GPO applied to our services.

Cheers,

Ajitjha, I tried to repair the installation but it was the same.  When I tried the uninstall and reinstall, it finally worked.  I can now launch a full system scan from the client.  I'm happy that  we found a way to make it work but I can't imagine reinstalling the client to the other PCs with the same issue.  I'm still trying to find out which kind if installation is bad and which is good.

I executed the setup.exe from a shared folder on the server, this one looks good.  I have a feeling that using Symantec's Deployment and Migration Wizard is not good.  I'll test again and let you guys know.  Thanks for all the help. =)

This is a temporary solution but not the best.  The best would be to fix the issue without reinstalling.  If you guys know how to do it, please share it with me.  Thanks again.

Hi,

Let tell what is SEP Ver you are using.

Earlier even I had the same problem.

Have u tried scanning particular folder. ( Select any folder Right Click "Scan for Viruses...")

Dear Lester

In this case what u can do is that please make a upgraded pakage and upgrade those clients which u r having problem. Get back to us with the update
ajit

Ajit, I found out today that I can't run a scan again.  It looks like a policy issue.  I'll try to remove all the policy settings I've changed.  Is there a way to reset the policy to default?

Hi Ajju, I'm using SEP v.11.0.4000.2295.  When I tried to scan a folder by right clicking it, nothing happens.  Have you solved this issue?

Gioseppe, do you know how I can check if this problem is really caused by GPO?

Have you ran SEP support tool ?
As what i know sometimes when you apply GPO on any SEP service it does not post scan logs to SEPM.
This can be confirmed by using SylinkMonitor where you will see the value for RtvScan as 0
But still if you applied any GPO policy on the startup of these services.

Gioseppe and Vikram, you are both correct.  The problem was caused by GPO applied to symantec services.  After removing those entries from GPO, manual scan can be run again from the client and the error message does not show up anymore.  Thank you very much to all who contributed especially Gioseppy and Vikram. =)

do we need to remove those GPO entries from Server?  pls give me steps to remove those entries

Just wondering if there were any steps provided... If not can you please submit