You need to check if there is network connectivity from the SEP client machine to the Symantec Client Authentication Token (CAT) server.
To test connectivity from a client machine to the Symantec Client Authentication Token (CAT) server, type the following URL In a web browser:
Receiving a certification alert (or error) for the certificate and a blank page means the server is visible to the client (success).
Troubleshoot any other message appropriately.
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Submit a suspected infected file to Symantec.
Report a suspected erroneous detection (false positive).
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