4. Technical Support
Symantec Technical Support maintains support centers globally. Technical
Support’s primary role is to respond to specific queries about product features
and functionality. The Technical Support group also creates content for our online
Knowledge Base. The Technical Support group works collaboratively with the
other functional areas within Symantec to answer your questions in a timely
fashion. For example, the Technical Support group works with Product Engineering
and Symantec Security Response to provide alerting services and virus definition
updates.
Symantec’s support offerings include the following:
■ A range of support options that give you the flexibility to select the right
amount of service for any size organization
■ Telephone and/or Web-based support that provides rapid response and
up-to-the-minute information
■ Upgrade assurance that delivers software upgrades
■ Global support purchased on a regional business hours or 24 hours a day, 7
days a week basis
■ Premium service offerings that include Account Management Services
For information about Symantec’s support offerings, you can visit our Web site
at the following URL:
www.symantec.com/business/support/
All support services will be delivered in accordance with your support agreement
and the then-current enterprise technical support policy.
Contacting Technical Support
Customers with a current support agreement may access Technical Support
information at the following URL:
www.symantec.com/business/support/
Before contacting Technical Support, make sure you have satisfied the system
requirements that are listed in your product documentation. Also, you should be
at the computer on which the problem occurred, in case it is necessary to replicate
the problem.
When you contact Technical Support, please have the following information
available:
■ Product release level
5. ■ Hardware information
■ Available memory, disk space, and NIC information
■ Operating system
■ Version and patch level
■ Network topology
■ Router, gateway, and IP address information
■ Problem description:
■ Error messages and log files
■ Troubleshooting that was performed before contacting Symantec
■ Recent software configuration changes and network changes
Licensing and registration
If your Symantec product requires registration or a license key, access our technical
support Web page at the following URL:
www.symantec.com/business/support/
Customer service
Customer service information is available at the following URL:
www.symantec.com/business/support/
Customer Service is available to assist with non-technical questions, such as the
following types of issues:
■ Questions regarding product licensing or serialization
■ Product registration updates, such as address or name changes
■ General product information (features, language availability, local dealers)
■ Latest information about product updates and upgrades
■ Information about upgrade assurance and support contracts
■ Information about the Symantec Buying Programs
■ Advice about Symantec's technical support options
■ Nontechnical presales questions
■ Issues that are related to CD-ROMs, DVDs, or manuals
6. Support agreement resources
If you want to contact Symantec regarding an existing support agreement, please
contact the support agreement administration team for your region as follows:
Asia-Pacific and Japan customercare_apac@symantec.com
Europe, Middle-East, and Africa semea@symantec.com
North America and Latin America supportsolutions@symantec.com
7. Upgrading or migrating to
Symantec Endpoint
Protection
This document includes the following topics:
■ Where to go for information on upgrading and migrating
■ Supported server upgrade paths
■ Supported client upgrade paths
■ Migrations that are supported and unsupported for the Mac client
■ Deciding which features to install on the client
■ Feature mapping between 11.x and 12.1 clients
■ Client protection features by platform
■ Management features by platform
■ Virus and Spyware Protection policy settings available for Windows and Mac
■ LiveUpdate policy settings available for Windows and Mac
■ Increasing Symantec Endpoint Protection Manager disk space before upgrading
to version 12.1
8. 8 Upgrading or migrating to Symantec Endpoint Protection
Where to go for information on upgrading and migrating
Where to go for information on upgrading and
migrating
Table 1-1 lists the key topics that pertain to upgrading and migrating to Symantec
Endpoint Protection.
To locate these topics, see the Symantec Endpoint Protection and Symantec Network
Access Control Implementation Guide.
Table 1-1 Product upgrade and migration resources
Task Topic
Supported and unsupported For new installations, you deploy client software to
upgrade paths your computers after you install the Symantec
Endpoint Protection Manager. For existing
installations, you upgrade existing clients to the new
version of Symantec Endpoint Protection after you
upgrade the Symantec Endpoint Protection Manager.
See “Supported client upgrade paths” on page 10.
See “Supported server upgrade paths” on page 9.
See “Migrations that are supported and unsupported
for the Mac client” on page 10.
Preparing computers to receive the "Preparing for client installation"
client software installation
packages
Creating security policies for the "The types of security policies"
clients
"Adding a policy"
Configuring feature sets for clients "About the client installation settings"
"Configuring client installation package features"
See “Deciding which features to install on the client”
on page 11.
"About client deployment methods"
Deploying clients to the client "About client deployment methods"
computers
Migrating clients to a newer "About migrating to Symantec Endpoint Protection"
version
9. Upgrading or migrating to Symantec Endpoint Protection 9
Supported server upgrade paths
Table 1-1 Product upgrade and migration resources (continued)
Task Topic
How protection technologies and See “Feature mapping between 11.x and 12.1 clients”
features from legacy clients map to on page 12.
new clients
Feature and policy descriptions "About the types of threat protection that Symantec
Endpoint Protection provides"
"The types of security policies"
Feature dependencies "How Symantec Endpoint Protection protection
features work together"
Feature availability by platform See “Client protection features by platform”
on page 15.
Upgrade licensing "About product upgrades and licenses"
Migration procedures and general "About migrating to Symantec Endpoint Protection"
information
For more information on migration, see the knowledge base article, Endpoint
Security Migration & Installation.
Supported server upgrade paths
The following Symantec Endpoint Protection Manager upgrade paths are
supported:
■ From 11.x to 12.1 (full version)
■ From 12.0 Small Business Edition to 12 .1 (full version)
■ From 12.1 Small Business Edition to 12.1 (full version)
Note: Symantec AntiVirus 9.x and 10.x server information can be imported during
the installation of Symantec Endpoint Protection Manager version 12.1.
The following downgrade paths are not supported:
■ 12.1 (full version) to 12.1 Small Business Edition
■ 11.x to 12.1 Small Business Edition
10. 10 Upgrading or migrating to Symantec Endpoint Protection
Supported client upgrade paths
Supported client upgrade paths
The following Symantec Endpoint Protection client versions can upgrade directly
to version 12.1:
■ 11.0.780.1109
■ 11.0.1000.1375 - MR1
■ 11.0.2000.1567 - MR2, with maintenance patches
■ 11.0.3001.2224 - MR3
■ 11.0.4000.2295 - MR4, with maintenance patches
■ 11.0.5002.333 - RU5
■ 11.0.6000.550 - RU6, with maintenance patches
■ 12.0.122.192 Small Business Edition
■ 12.0.1001.95 Small Business Edition RU1
Upgrading from Symantec Sygate Enterprise Protection 5.x, and Symantec
AntiVirus 9.x and 10.x to 12.1 (full version) is supported.
Migrations that are supported and unsupported for
the Mac client
Table 1-2 displays the products that can be migrated to the Symantec Endpoint
Protection for Mac client.
Table 1-2 Migration paths from Symantec AntiVirus for Mac to the Symantec
Endpoint Protection Mac client
Migrate from Migrate to Supported?
Managed Symantec AntiVirus Managed Symantec Yes
for Mac client Endpoint Protection for Mac
client
Unmanaged Symantec AntiVirus Unmanaged Symantec Yes
for Mac client Endpoint Protection for Mac
client
Unmanaged Symantec AntiVirus Managed Symantec Yes
for Mac client Endpoint Protection for Mac
client
11. Upgrading or migrating to Symantec Endpoint Protection 11
Deciding which features to install on the client
Table 1-2 Migration paths from Symantec AntiVirus for Mac to the Symantec
Endpoint Protection Mac client (continued)
Migrate from Migrate to Supported?
Managed Symantec AntiVirus Unmanaged Symantec Yes, but managed client
for Mac client Endpoint Protection for Mac settings are retained.
client
Norton AntiVirus for Mac Managed or unmanaged No. Client must uninstall
Symantec Endpoint Norton products before
Protection for Mac client installing Symantec
Endpoint Protection.
Deciding which features to install on the client
When you deploy the client using the Client Deployment Wizard, you must choose
the feature set. The feature set includes multiple protection components that are
installed on the client. You can select a default feature set or select individual
components. Decide which feature set to install based on the role of the computers,
and the level of security or performance that the computers need.
Table 1-3 lists the protection technologies you should install on client computers
based on their role.
Table 1-3 Recommended feature set by computer role
Client computer role Recommended feature set
Workstations, desktop, and Full Protection for Clients
laptop computers
Includes all protection technologies. Appropriate for
laptops, workstations, and desktops. Includes the full
download protection and mail protocol protection.
Note: Whenever possible, use Full Protection for
maximum security.
Servers Full Protection for Servers
Includes all protection technologies except mail protocol
protection. Appropriate for any servers that require
maximum network security.
High-throughput servers Basic Protection for Servers
Includes Virus and Spyware Protection and Download
Protection. Appropriate for any servers that require
maximum network performance.
12. 12 Upgrading or migrating to Symantec Endpoint Protection
Feature mapping between 11.x and 12.1 clients
Feature mapping between 11.x and 12.1 clients
When you upgrade clients using the autoupgrade feature, and check the Maintain
Existing Features option, the features that are configured in legacy clients are
mapped to the new version.
The tables in this section depict the feature mapping between previous versions
and the new version of Symantec Endpoint Protection for common update
scenarios.
If you migrate from a previous version, be aware that Antivirus and Antispyware
Protection in Symantec Endpoint Protection 11.x is called Virus and Spyware
Protection in version 12.1.
Table 1-4 compares the default protection technologies between 11.x and 12.1
clients.
Table 1-4 11.x to 12.1 default client protection
Default 11.x client protection Default 12.1 client protection
Antivirus + TruScan Antivirus + SONAR + Download Insight
Antivirus Antivirus + Basic Download Insight
Antivirus without Proactive Threat Antivirus without SONAR or Download
Protection Insight
Table 1-5 11.x to 12.1 full protection
Existing 11.x features installed 12.1 features installed after
Autoupgrade
Antivirus and Antispyware Protection Virus and Spyware Protection
■ Antivirus and Antispyware Protection ■ Basic Virus and Spyware Protection
■ Download Insight
Auto-Protect Email Protection Auto-Protect Email Protection
■ POP3/SMTP Scanner ■ POP3/SMTP Scanner
■ Microsoft Outlook Scanner ■ Microsoft Outlook Scanner
■ Lotus Notes Scanner ■ Lotus Notes Scanner
Proactive Threat Protection Proactive Threat Protection
■ TruScan proactive threat scan ■ SONAR
■ Application and Device Control ■ Application and Device Control
13. Upgrading or migrating to Symantec Endpoint Protection 13
Feature mapping between 11.x and 12.1 clients
Table 1-5 11.x to 12.1 full protection (continued)
Existing 11.x features installed 12.1 features installed after
Autoupgrade
Network Threat Protection Network Threat Protection
■ Network Threat Protection ■ Network Threat Protection
■ Intrusion Prevention ■ Intrusion Prevention
Table 1-6 11.x to 12.1 AV only
Existing 11.x features installed 12.1 features installed after
Autoupgrade
Antivirus and Antispyware Protection Virus and Spyware Protection
■ Antivirus and Antispyware Protection ■ Basic Virus and Spyware Protection
Auto-Protect Email Protection Auto-Protect Email Protection
■ POP3/SMTP Scanner ■ POP3/SMTP Scanner
■ Microsoft Outlook Scanner ■ Microsoft Outlook Scanner
■ Lotus Notes Scanner ■ Lotus Notes Scanner
Table 1-7 11.x to 12.1 AV + Proactive Threat Protection
Existing 11.x features installed 12.1 features installed after
Autoupgrade
Antivirus and Antispyware Protection Virus and Spyware Protection
■ Antivirus and Antispyware Protection ■ Basic Virus and Spyware Protection
■ Download Insight
Auto-Protect Email Protection Auto-Protect Email Protection
■ POP3/SMTP Scanner ■ POP3/SMTP Scanner
■ Microsoft Outlook Scanner ■ Microsoft Outlook Scanner
■ Lotus Notes Scanner ■ Lotus Notes Scanner
Proactive Threat Protection Proactive Threat Protection
■ TruScan proactive threat scan ■ SONAR
■ Application and Device Control ■ Application and Device Control
Network Threat Protection Network Threat Protection
■ Intrusion Prevention System ■ Intrusion Prevention System
14. 14 Upgrading or migrating to Symantec Endpoint Protection
Feature mapping between 11.x and 12.1 clients
Table 1-8 11.x to 12.1 (full version) firewall only
Existing 11.x features installed 12.1 features installed after
Autoupgrade
Auto-Protect Email Protection Auto-Protect Email Protection
■ POP3/SMTP Scanner ■ POP3/SMTP Scanner
■ Microsoft Outlook Scanner ■ Microsoft Outlook Scanner
■ Lotus Notes Scanner ■ Lotus Notes Scanner
Proactive Threat Protection Proactive Threat Protection
■ Application and Device Control ■ Application and Device Control
Network Threat Protection Network Threat Protection
■ Network Threat Protection ■ Network Threat Protection
Note: The 12.1 version only includes the
firewall
Table 1-9 12.0 Small Business Edition to 12.1 (full version)
Existing 12.0 Small Business Edition 12.1 features installed after
features installed Autoupgrade
Virus and Spyware Protection Virus and Spyware Protection
■ Virus and Spyware Protection ■ Basic Virus and Spyware Protection
■ Download Insight
Auto-Protect Email Protection Auto-Protect Email Protection
■ POP3/SMTP Scanner ■ POP3/SMTP Scanner
■ Microsoft Outlook Scanner ■ Microsoft Outlook Scanner
Proactive Threat Protection Proactive Threat Protection
■ TruScan proactive threat scan ■ SONAR
■ Application and Device Control
Network Threat Protection Network Threat Protection
■ Firewall and Intrusion Prevention ■ Network Threat Protection
■ Intrusion Prevention
15. Upgrading or migrating to Symantec Endpoint Protection 15
Client protection features by platform
Client protection features by platform
Table 1-10 explains the differences in the protection features that are available
on the different client computer platforms.
Table 1-10 Symantec Endpoint Protection client protection
Client feature Windows XP Windows XP Windows Windows Mac Linux
(SP2), (SP2), Server 2003, Server 2003,
Windows Windows Windows Windows
Vista, Vista, Server 2008, Server 2008,
Windows 7, Windows 7, 32-bit 64-bit
32-bit 64-bit
Scheduled scans Yes Yes Yes Yes Yes Yes
On-demand scans Yes Yes Yes Yes Yes Yes
Auto-Protect for the file Yes Yes Yes Yes Yes Yes
system
Internet Email Auto-Protect Yes No No No No No
Microsoft Outlook Yes Yes Yes Yes No No
Auto-Protect
Lotus Notes Auto-Protect Yes Yes Yes Yes No No
SONAR Yes Yes Yes Yes No No
Firewall Yes Yes Yes Yes No No
Intrusion Prevention Yes Yes Yes Yes No No
Application and Device Yes Yes Yes Yes No No
Control
Host Integrity Yes Yes Yes Yes No No
Tamper Protection Yes Yes, with Yes Yes, with No No
limitations limitations
See “Management features by platform” on page 16.
See “Virus and Spyware Protection policy settings available for Windows and
Mac” on page 17.
See “LiveUpdate policy settings available for Windows and Mac” on page 18.
16. 16 Upgrading or migrating to Symantec Endpoint Protection
Management features by platform
Management features by platform
Table 1-11 explains the management features that are available for the Windows
and Mac client platforms.
Table 1-11 Comparison between Symantec Endpoint Protection Manager
features for Windows and Mac
Feature Windows Mac
Deploy client remotely from Yes No
Symantec Endpoint Protection
Manager
Manage client from Symantec Yes Yes
Endpoint Protection Manager
Update virus definitions and Yes No
product from management server
Run commands from ■ Scan ■ Scan
management server ■ Update Content ■ Update Content
■ Update Content and Scan ■ Update Content and Scan
■ Restart Client Computers ■ Restart Client Computers
■ Enable Auto-Protect ■ Enable Auto-Protect
■ Restart Client Computers ■ Restart Client Computers
■ Enable Auto-Protect ■ Enable Auto-Protect
■ Enable Network Threat
Protection
■ Disable Network Threat
Protection
Provide updates by using Group Yes No
Update Providers
Run Intelligent Updater Yes Yes
Package updates for third-party Yes No*
tools in management server
Set randomized scans Yes No
Set randomized updates Yes Yes
*You can run Intelligent Updater to get Mac content updates. You can then push
the updates to Mac clients by using a third-party tool such as Apple Remote
Desktop.
17. Upgrading or migrating to Symantec Endpoint Protection 17
Virus and Spyware Protection policy settings available for Windows and Mac
See “Virus and Spyware Protection policy settings available for Windows and
Mac” on page 17.
See “LiveUpdate policy settings available for Windows and Mac” on page 18.
See “Client protection features by platform” on page 15.
Virus and Spyware Protection policy settings available
for Windows and Mac
Table 1-12 displays the differences in the policy settings that are available for
Windows clients and Mac clients.
Table 1-12 Virus and Spyware Protection policy settings (Windows and Mac
only)
Policy setting Windows Mac
Define actions for scans You can specify first and second actions You can specify either of the following
when different types of virus or risk are actions:
found. You can specify the following
■ Automatically repair infected files
actions:
■ Quarantine files that cannot be
■ Clean repaired
■ Quarantine
■ Delete
■ Leave alone
Specify remediation if a virus You can specify the following remediation Remediation is automatically associated
or a risk is found actions: with actions.
■ Back up files before repair
■ Terminate processes
■ Stop services
Set scan type Active, Full, Custom Custom only
Retry scheduled scans Yes No
Set scans to check additional Yes No
locations (scan
enhancement)
Configure storage migration Yes No
scans
Configure scan exceptions Yes Yes
18. 18 Upgrading or migrating to Symantec Endpoint Protection
LiveUpdate policy settings available for Windows and Mac
See “Management features by platform” on page 16.
See “LiveUpdate policy settings available for Windows and Mac” on page 18.
See “Client protection features by platform” on page 15.
LiveUpdate policy settings available for Windows and
Mac
Table 1-13 displays the LiveUpdate Settings policy options that the Windows
client and the Mac client support.
Table 1-13 LiveUpdate policy settings (Windows and Mac only)
Policy setting Windows Mac
Use the default management server Yes No
Use a LiveUpdate server (internal or Yes Yes
external)
Use a Group Update Provider Yes No
Enable third-party content Yes No
management
You can, however, run Intelligent
Updater to get Mac content updates.
You can then push the updates to
Mac clients by using a third-party
tool such as Apple Remote Desktop.
LiveUpdate Proxy Configuration Yes Yes, but it is not configured in the
LiveUpdate policy. It is configured
from the External Communications
settings.
LiveUpdate Scheduling Yes Yes, for Frequency and Download
Randomization options; no for all
other scheduling options
User Settings Yes No
Product Update Settings Yes Yes
HTTP Headers Yes No
See “Management features by platform” on page 16.
19. Upgrading or migrating to Symantec Endpoint Protection 19
Increasing Symantec Endpoint Protection Manager disk space before upgrading to version 12.1
See “Virus and Spyware Protection policy settings available for Windows and
Mac” on page 17.
See “Client protection features by platform” on page 15.
Increasing Symantec Endpoint Protection Manager
disk space before upgrading to version 12.1
The Symantec Endpoint Protection Manager version 12.1 requires a minimum of
5 GB of available disk space. Make sure that any legacy servers or new hardware
meet the minimum hardware requirements.
Note: Make a backup of the database before making configuration changes.
Table 1-14 lists ways you can make more disk space available for the upgrade.
Table 1-14 Tasks to increase disk space on the management server
Task Description
Change the LiveUpdate settings 1 Go to Admin > Servers and right-click on Local
to reduce space requirements. Site. Select Edit Properties.
2 On the LiveUpdate tab, uncheck Store client
packages unzipped to provide better network
performance for upgrades
3 On the LiveUpdate tab, reduce the number of
content revisions to keep. The optimum value is
30 revisions but a lower setting uses less disk
space. For the upgrade, you can lower the setting
to 10, and then after the upgrade, return the
setting to 30.
Make sure unused virus 1 Go to Admin > Servers and right-click on Local
definitions are deleted from the Site. Select Edit Properties
Symantec Endpoint Protection
2 On the Database tab, make sure that Delete
Manager database.
unused virus definitions is checked.
20. 20 Upgrading or migrating to Symantec Endpoint Protection
Increasing Symantec Endpoint Protection Manager disk space before upgrading to version 12.1
Table 1-14 Tasks to increase disk space on the management server (continued)
Task Description
Relocate or remove co-existing ■ If other programs are installed on the same computer
programs and files with the Symantec Endpoint Protection Manager,
consider relocating them to another server. Unused
programs can be removed.
■ If the Symantec Endpoint Protection Manager shares
the computer with other storage intensive
applications, consider dedicating a computer to
support only the Symantec Endpoint Protection
Manager.
■ Remove temporary Symantec Endpoint Protection
files.
For a list of temporary files that you can remove, see
the knowledge base article, Symantec Endpoint
Protection Manager directories contain many .TMP
folders consuming large amounts of disk space.
Note: Defragment the hard drive after removing
programs and files.
Use an external database If the Symantec Endpoint Protection database resides
on the same computer with the Symantec Endpoint
Protection Manager, consider installing a Microsoft SQL
database on another computer. Significant disk space
is saved and in most cases, performance is improved.
Note: Make sure that the client computers also have enough disk space before an
upgrade. Check the system requirements and as needed, remove unnecessary
programs and files, and then defragment the client computer hard drive.
