Symantec endpoint protection Install kills W500 Wifi/Enet

[Emery0323]

I'm a corporate W500 (Type 4061) user, and we have been getting automatic installs
of Symantec Endpoint Protection as part of some scheduled security software update.

The software downloaded automatically today, but after the final reboot the
wireless was not seeing any wireless networks at work and attempts at connecting using an ethernet cable give an error code 117 (Device drivers).

I call IBM-SERV, and got told that it was a "software Problem". System restore rolled back the machine so that I could connect again, but the Symantec Installation is attempting to run again.

Can anybody suggest a permanent fix? The system restore trick just delays the inevitable, and IBM SERV didn't seem to know what to do.

[dr_st]

I don't understand something.

If it's a corporate machine, and the updates are forced by the company policy, shouldn't you have an IT department responsible for making sure everything works? I'd believe they are the ones who should know, not IBM's phone service.

[symthomas]

Hello,
You should get your IT department involved on this. Sounds like you have a compatibility issue with a SEP update and your wireless drivers. Hopefully you are running the latest version of SEP. If this is SEP 11, RU7 MP1 is the latest. If this is SEP 12.1, then RU1 is the latest version.

Note that there is a reported issue that is fixed in SEP 12.1 RU1.

Network connectivity is lost after installing SEP 12.1 on a client running Microsoft Windows Live OneCare 2.x
Fix ID: 2479660
Symptom: After installation of SEP 12.1 on a computer already running OneCare 2.x, network connectivity is lost. The user cannot connect to the internet or shared drives.
Solution: The sysplant.sys driver (Application and Device Control) was modified to allow OneCare 2.x to load correctly.

http://www.symantec.com/business/suppor ... TECH174565

In the future, the best forum to get support for Symantec Endpoint Protection is the Connect Community.

https://www-secure.symantec.com/connect ... -antivirus

Best,
Thomas

[Emery0323]

Just a follow-up on this one: Tech support wasn't much help - After some trial and error, what I had to do was uninstall and re-install the device drivers for the Wireless and
ethernet adapters. This is not something I've had to do with other security software.

[symthomas]

I'm glad you got the issue solved. Sounds like some type of corruption occurred. What version and build of SEP are you running?

[Emery0323]

Version 11.0.6200.754. I uninstalled and re-installed SEP at least once during the whole process,
but ultimately I still had to re-install the ethernet and wireless device drivers to make everything work.