Version

Argent Advanced Technology – All Versions

Date

25 February 2010

Summary

Customers may find that none of their Relators are working (when using “Test Relator” or in production mode) within any Argent Advanced Technology product.

Technical Background

Customers will note that during a “Test Relator”, they will see the process “Initializing…”, then an abrupt “completion” of the test, with no data returned.

The root cause for this is due to Symantec Endpoint Protection version 11.0.1000.1375.

Simply disabling Symantec Endpoint Protection, or stopping all Symantec-related services does not resolve the issue.

Resolution

Antivirus software typically roots itself deep into the operating system.

While disabling Symantec Endpoint Protection does not resolve the issue, uninstalling it does.

For customers who do not wish to uninstall Symantec Endpoint Protection, the issue can also be resolved by upgrading to the latest version of Symantec Endpoint Protection (11.0.5002.333 as at the time of writing).

Customers can download upgrade patches from Symantec’s website.

After the upgrade, Symantec requires a reboot of the computer in order for the upgrade to take effect.