Symantec Endpoint Security--broken beyond repair?

OK, so we "upgraded" a nonprofit client from SAVCE 10.1 to Symantec Endpoint Protection 11. A short time after installing the new software, we noticed the antivirus definitions were not updating. Shortly after that we found that one of the processes would continue to consume so much memory that it would crash Exchange and bring the server to a halt.

Eventually had to disable the Symantec services. Brought in someone more familiar with this package to look at it. He concurred that the problem is that the software we obtained from TechSoup is buggy. The bugs are (presumably) fixed in later software builds, called maintenance releases. I think they're up to MR 3 now for Symantec Endpoint Protection.

However since the software has an NFR (not for resale) license, nonprofit organizations that receive this software are not eligible to obtain the maintenance releases.

Since we are a Symantec partner I contacted the company to see what options there might be. I was told that our options are to (1) license the software or (2) pay for per-incident support, 5 incidents for $3000.

I haven't been on the TechSoup forums in some time, so I'm wondering if this is a known issue--are others having this same kind of trouble with Symantec Endpoint Protection 11 or is it just us?

Also, I know that in past years when bad versions of the Symantec antivirus software have been distributed through TechSoup (there was a buggy version of SAVCE 10 and another version that had a critical security flaw), nonprofit users of the donated NFR software have somehow been able to obtain the updated build from Symantec. Anyone know who to ask for? Customer service? Public relations?

Thanks much for any advice on this topic.

Best regards,

Zac Mutrux

President, Sarai LLC
http://www.sarai.org/
zac@sarai.org
415-359-3791

Hi Zac,

I'm afraid that I don't have an answer for you, only sympathy.  I'm currently running Symantec Client Security 3.1 on my network, and would like to upgrade to Symantec Endpoint Protection, but only if I can get the updates and patches.  I've contacted TechSoup on this a couple of times, but apparently Symantec plays hardball on this:  as near as I've been able to determine, what you get through TechSoup is what you get, and there's no provision to download updates or patches from Symantec to fix problems with the product.

I can understand not being eligible for any sort of interactive support services, or for new versions outright, but am very disappointed that not even bug fixes are available for download from Symantec for organizations that obtain Symantec enterprise products through TechSoup.

Regards,

Craig

It has always been Symantec's policy that donated (NFR) licenses come with zero support, which includes lack of access to FileConnect for maintenance releases. In the past recipients of the donation have been able to harangue Symantec into providing access to later builds when there was some serious and widespread issue afflicting the software, as with SAVCE 10 prior to the 10.1 release.

What I don't understand is why the latest build version is not being provided in the first place. It made sense in the past because Symantec and TechSoup had to ship physical product. But now that the product is fulfilled electronically one wonders why they wouldn't provide access to the more usable and secure versions of their software.

I have dug through the forum and read a passel of other posts on this subject, so if anyone is willing to share what they know about the product I would appreciate it. I have posted to the Symantec forums and received no reply whatsoever. My specific questions are:

Is anyone happily using Symantec Endpoint Protection 11, and if so, what server OS do you have? We have two clients using it who have experienced no problems whatsoever (as far as I am aware). One is using Windows XP Pro as the management server. The other is using Windows 2003 Standard. Today we are due to deploy the software on a server running Windows Server 2008. To date the only system we have had trouble with is when we install the server components on Windows Small Business Server 2003 Standard.

Thanks much,

Zac

Incidentally, the deployment on Windows Server 2008 worked fine except the server component is incompatible with the new OS. So we just installed the software unmanaged as has been suggested in these forums and it seems to be working fine. Did the same thing at the site we were having trouble with and that looks like it's going to work OK.

zm

 

Im confused,

 

Cant you just login to file connect with the serial number you got during the order and download the latest version (MR4)?

 

The order number supplied by TechSoup is not recognized by Symantec, so you can't get upgrades that way.

I have had Endpoint Protection installed on our server for nearly a year, and we are getting virus definition updates.  The clients were protected by Norton 360.  Norton 360 has expired and Endpoint Protection is due to expire next week.  After reading these messages I'm concerned about getting another version of Endpoint Protection for my server. 

I've also found out that the Norton and Symantec Uninstall procedures leave files behind that cause problems.  Yesterday I uninstalled Endpoint Protection from a client that was having intermittent errors and next thing we know all connection with network, router, server, and internet were severed.  The repair was to run a Norton Removal routine found at

http://www.symantec.com/norton/support/kb/web_view.jsp?wv_type=public_web&ssfromlink=true&sprt_cid=963e7e9e-e723-4334-adae-64777279e15e&seg=hho&ct=us&lg=en&docurl=20080710133834EN

Has anyone placed an order recently for this Endpoint Protection? What has been your experience? 

 I have used Endpoint for over 2 years and corp symantec before. The product is great as long as you keep up with maintenance release and patches to the product. The maintenance releases are designed to fix flaws, bugs etc.  Carol, endpoint install a teefer driver that has generated tons of responses from angry people who have had issues. There is a learning curve with Endpoint, but successful deployment can be achieved. 

 One should not put all your apples in one bag. Run some type of malware preventative tool such as malwarebytes and it runs great with endpoint.