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Page 1 of 14Enterprise Support - Symantec Corp. How to clear out corrupted definitions for a Symant...

11/29/2012http://www.symantec.com/business/support/index?page=content&id=TECH103176&loca...

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How to clear out corrupted definitions for a Symantec Endpoint Protection client manuallyArticle:TECH103176 | Created:

2007-01-31 | Updated:

2012-03-30 | Article URL http://www.symantec.com/docs/TECH103176

(http://www.symantec.com/docs/TECH103176)

Article TypeTechnical Solution

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Problem

How to fix and rebuild corrupted definitions for a Symantec Endpoint Protection (SEP) client.

Solution



DISCLAIMER: The following instructions are for the Symantec Endpoint Protection product ONLY. If there are any other Symantec products installed on the system that share the virus definitions please contact Symantec Technical Support.

Instructions for 32-bit Operating Systems:

For Windows 2000/2003/XP

1. Stop the Symantec Endpoint Protection Services:2. Click Start, Run, typing in smc -stop, and pushing Enter.3.

a. Click the Start button and then click Runb. Type services.msc and click OKc. Right-click Symantec Endpoint Protection and click

Stop.d. Minimize the Services window

Note: If you are unable to stop the Symantec Management Client you will need to temporarily disable Tamper Protection. Please see the Technical Information at the bottom of this document for instructions.

4. Delete the data from the Definition folders: ◦ Virus DefinitionsC:\Program Files\Common Files\Symantec Shared\VirusDefs\ - Delete all files and subfolders

◦ Delete the downloaded data in the "C:\Documents and Settings\All Users\Application Data\Symantec\Liveupdate\downloads"

WARNING: In the next steps you will edit the Windows registry. Back up the registry before you make any changes to it, because incorrect changes to the registry can result in permanent data loss or



corrupted files. Modify only the registry values that are specified. For instructions, see How to back up the Windows registry (http://us.norton.com/support/kb/web_view.jsp?

wv_type=public_web&docurl=20080513161126EN) .

5. Delete the data from the registry: a. Click the Start button and then click Runb. Type regedit and click OKc. Navigate to:HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\SharedDefs

d. Delete the following values: i. SRTSPii. NAVCORP_70iii. DEFWATCH_10iv. SepCache3v. SepCache2vi. SepCache1

6. Restart the Symantec Endpoint Protection Services stopped in the previous step, 3.c.

7. Click Start, Run, type in smc -start, and push Enter.8.

a. Maximize the Services window.b. Right-click Symantec Endpoint Protection service

and click Start.

For Windows Vista/Server 2008/Windows7

1. Stop the Symantec Endpoint Protection Services:2. Click Start, Run, type in smc -stop, and push Enter3.

a. Click the Start button.b. In the search bar type services and then press Enter.

Note: If the User Account Control prompt pops up click Continue.

c. Right-click Symantec Endpoint Protection and click Stop.




4. Delete the data from the Definition folders: ◦ Virus DefinitionsC:\ProgramData\Symantec\Definitions\VirusDefs\ - Delete all files and subfolders

WARNING: In the next steps you will edit the Windows registry. Back up the registry before you make any changes to it, because incorrect changes to the registry can result in permanent data loss or corrupted files. Modify only the registry values that are specified. For instructions, see How to back up the Windows registry (http://us.norton.com/support/kb/web_view.jsp?

wv_type=public_web&docurl=20080513161126EN) .

5. Delete the data from the registry: a. Click the Start buttonb. Type regedit and press Enterc. Navigate to:HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\SharedDefs






a. Maximize the Services window.b. Right-click Symantec Endpoint Protection and click

Start.

Instructions for 64-bit Operating Systems:

For Windows 2000/2003/XP

1. Stop the Symantec Endpoint Protection Services:2. Click Start, Run, type in smc -stop, and push Enter.3.

a. Click the Start button and then click Runb. Type services.msc and click OKc. Right-click Symantec Endpoint Protection and click

Stop.d. Minimize the Services window


4. Delete the data from the Definition folders: ◦ Virus DefinitionsC:\Program Files (x86)\Common Files\Symantec Shared\VirusDefs\- Delete all files and subfolders

WARNING: In the next steps you will edit the Windows registry. Back up the registry before you make any changes to it, because incorrect changes to the registry can result in permanent data loss or corrupted files. Modify only the registry values that are specified. For instructions, see How to back up the Windows registry(http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2007052507054139?

Open&docid=199762382617&nsf=tsgeninfo.nsf&view=docid) .

5. Delete the data from the registry:



a. Click the Start button and then click Runb. Type regedit and click OKc. Navigate to:HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Symantec\SharedDefs




a. Maximize the Services window.b. Right-click Symantec Endpoint Protection service

and click Start.

For Windows Vista/Server 2008/Windows 7

1. Stop the Symantec Endpoint Protection Services:2. Click Start, Run, type in smc -stop, and push Enter.3.

a. Click the Start button.b. In the search bar type services and then press

Enter.Note: If the User Account Control prompt pops up click Continue.

c. Right-click Symantec Endpoint Protection and click Stop.Note: If you are unable to stop the Symantec Management Client you will need to temporarily disable Tamper Protection. Please see the Technical Information at the bottom of this document for instructions.

4. Delete the data from the Definition folders:



◦ Virus DefinitionsC:\ProgramData\Symantec\Definitions\VirusDefs\- Delete all files and subfolders

WARNING: In the next steps you will edit the Windows registry. Back up the registry before you make any changes to it, because incorrect changes to the registry can result in permanent data loss or corrupted files. Modify only the registry values that are specified. For instructions, see How to back up the Windows registry(http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2007052507054139?

Open&docid=199762382617&nsf=tsgeninfo.nsf&view=docid) .

5. Delete the data from the registry: a. Click the Start buttonb. Type regedit and press Enterc. Navigate to:HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Symantec\SharedDefs




a. Maximize the Services window.b. Right-click Symantec Endpoint Protection and click

Start.

References



In some instances, Symantec Technical Support may recommend the use of an unsupported tool that automates the removal of corrupted SEP definitions. For details please see Using the "Rx4DefsSEP" utility at http://www.symantec.com/business/support/index?page=content&id=TECH93036&locale=en_US (http://service1.symantec.com/support/ent-security.nsf/docid/2009032409384048)

Technical InformationHow to disable Tamper Protection:

1. Open and log into the Symantec Endpoint Protection Manager console

2. Click the Clients view.3. Select the appropriate group.4. Under the Policies tab, in the "Settings" section, click

General Settings.5. Under the Tamper Protection tab, uncheck Protect

Symantec security software from being tampered with or shut down.

6. Click OK.

IMPORTANT: Once definitions will be purged, the following popup message will appear:

"Virus definitions are missing on this computer. This computer will remain unprotected until definitions are downloaded from the network. Contact your system administrator for help updating your virus definitions."

This message will keep showing (after every smc -stop/smc -start or session opening), even when Symantec Endpoint Protection will receive/apply new set of definitions, until "Symantec Endpoint Protection" service is restarted. To avoid this, it is possible either:

- to drop JDB file to update client then restart "Symantec Endpoint Protection" service

Page 10 of 14Enterprise Support - Symantec Corp. How to clear out corrupted definitions for a Syma...


- to use Rx4DefsSEP

- to use a script which is checking Antivirus/Antispyware definition status and restart "Symantec Endpoint Protection" service if appropriate

NOTE: this behavior is as designed.

Related Articles

• TECH104363 How to manually update definitions for a managed Symantec Endpoint Protection Client using the .jdb file (index?page=content&id=TECH104363)

• TECH93036 Using the "Rx4DefsSEP" utility (index?page=content&id=TECH93036)

Legacy ID

2007123111551948

Article URL http://www.symantec.com/docs/TECH103176



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