User Interface displays "Connecting to Agent" and Symantec.cloud Cloud Agent service is not running
Last Updated September 05, 2018
After installing Symantec Endpoint Protection Small Business Edition (SEP SBE, cloud-managed), the installation appears to finish successfully but the Symantec.cloud Status is blank except for "Services unavailable," or will show as having all the features but everything is greyed out, and "Connecting to Agent" is displayed at bottom with a red X. The Symantec.cloud Cloud Agent service is not running and fails to start. When the Windows application event log is reviewed, the executable for Cloud Agent service (ccsvchst.exe) is found to be crashing periodically.
Windows 10, 64-bit Operating Systems.
Application Error in Windows application event log:
"Faulting application name: ccSvcHst.exe"
The Faulting module name may vary: CRYPT32.dll, ntdll.dll, SSPLCOMM.DLL, or "unknown"
Exception codes 0xc0000005 or 0xc0000374
A compatibility issue was found with Apollo Lake series processors
This issue has been fixed in Platform Agent Version 3.00.20
The Platform Agent will be unable to establish a SSL connection to automatically upgrade while in this state, so a Manual Upgrade will be required.
ID: 4092130, 4100128
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