Frequently asked questions for upgrading to Symantec Endpoint Protection Cloud (SEP Cloud) from Endpoint Protection Small Business Edition (SEP SBE).
To deliver the necessary changes and upgrade all those who requested it will take more time than we anticipated. If you see the upgrade button grey for your customers, it means that they are in a queue to be upgraded. Once we are ready to upgrade them, they will see the button become active. You can also see which customers we have delayed by reviewing your customer’s accounts in PMC.
Where you have already initiated the upgrade for some of your customers by clicking “upgrade now, we have temporarily paused the devices from auto-upgrading. This means that customer accounts that were already upgraded will not automatically upgrade endpoint devices. If desired, Partner/customers can still perform a re-install to complete the upgrade for these devices. For the customers where you have not clicked “Upgrade now”, if the button appears to be greyed out, that means that your customer is still in queue to be upgraded. Once we are ready, we will be sure to update you prior to re-activating the “Upgrade now” button.
If you have just clicked the “upgrade now” button, please allow a few hours for the upgrade to be fully processed (console refreshed to SEP Cloud). If it has been more than 24 hours since you initiated the upgrade, you may either reach out to your distributor, your Symantec account manager, or the Partner Service team for additional details and/or support.
In SEP Cloud, you can see the current upgrade status of all devices in the dashboard. You can also view this from the Groups, Users, and Devices page > Managed Devices tab. You can filter the device list to show all devices in the ‘Upgrade Initiated’ state.
On the Groups, Users, and Devices page > Managed Devices tab, filter the device list to show all devices in the ‘Upgrade Initiated’ state. You can then select the device or multiple devices and press Upgrade Now.
There are other ways you can install the SEP Cloud client on these devices that are not automatically upgrading.
By design, the endpoints are supposed to be protected throughout the upgrade process. Prior to upgrade completion, SEP SBE agent will continue to protect your endpoints. Once the upgrade is completed your endpoints would be protected by the SEP Cloud agent. However, we have noticed certain anomalies due to different customer environments that have prevented the automatic upgrade from successfully completing. While we are currently working on resolving those issues, you may also monitor the state of your customers’ devices by following instructions provided in the response to the question “How do I know what status my customer’s devices are in?” above
Until you have successfully upgraded all your customers to SEP Cloud, you still need to submit the usage declaration report for your customers. As you initiate the upgrade for your customers, you may rely on the SEP SBE Service Utilization and Billing report in PMC for the usage calculation. So that you do not need to keep track of when and how many customers are upgrading for the purposes of reporting, the report will automatically adjust the SBE count as you upgrade your customers and their endpoints. Should you want more details on this calculation, click here.
In the upgrade preview mode, we keep the SEP SBE devices in sync on SEP Cloud. The sync includes deleting devices if SEP SBE is uninstalled.
We found a RACE condition where uninstalling SEP SBE as part of the upgrade process triggered deletion of the device in SEP Cloud. We fixed this issue and released it on June 13th, 2018. Devices that did not successfully complete the upgrade prior to releasing this fix will need to be manually upgraded.
Use one of the following methods to manually upgrade the devices:
SonicWall’s network firewall was incorrectly flagging the SEP Cloud installer as malware and blocking the download.
If SonicWall’s network firewall appliance protected your devices, those devices failed to upgrade to SEP Cloud because of this firewall issue. We notified SonicWall about this issue on July 3, 2018. They fixed the issue from their end and the SEP Cloud devices were upgraded with this fix on July 6. Starting July 7, 2018 you should no longer have any upgrade failures caused by SonicWall’s firewall blocking the installer.
Use one of the following methods to manually upgrade the devices that failed to upgrade due to this firewall issue:
The SEP Cloud upgrade process waits for a specific set time for the SEP SBE uninstallation to complete before it starts with the SEP Cloud installation. If the device is running slow due to other issues such as backups or processor intensive tasks, it can take longer than expected to uninstall SEP SBE resulting in SEP Cloud installer to timeout and not proceed with the upgrade.
We are currently updating the upgrade process to fix the timeout issue. Meanwhile, you can restart the device or log on to the device again to start the SEP Cloud installation. The installation will begin after 5 minutes of restart or log on.
If the device restart solution didn’t work, you could use one of the following methods to upgrade the device manually:
On upgrade, the policies that are assigned to the default group in SEP SBE are assigned to the default group in SEP Cloud, overriding the assignment you had in SEP Cloud.
For example, if the SEP SBE’s default group had either custom security or system policy assigned to it, then the same assignment is applied to SEP Cloud’s default group on upgrade.
During the upgrade process, to make sure your device remains protected, we now keep a lightweight command and control service on the device until the client is upgraded to SEP Cloud.
Once the device has been upgraded to the SEP Cloud client, we will remove the lightweight agent. You will not need to take any further action on your end.
When the upgrade is initiated automatically or by clicking Upgrade Now, your provisioning order is sent to the distributor immediately for processing.
If there hasn't been any progress in 12 hours, the distributor may not have processed your order yet. Reach out to your distributor for an order update.
Some customers were not included based on specific criteria, such as: no agent present, unsupported OS, only server installations etc. Also, if you enrolled new customers after we had initiated the upgrade window, then they would not have been included in the initial phase.
These remaining customers will be selected for the upgrade in a later phase.
Possible reasons you can’t see your SEP Cloud customers:
Please contact Support to resolve the issue.
Symantec is upgrading existing customers currently on Symantec Endpoint Protection Small Business Edition (SEP SBE) to our improved Symantec Endpoint Protection Cloud (SEP Cloud) solution. Our initial upgrade efforts focuses on supporting our existing Managed Service Provider (“MSP”) partners who are currently enrolled in our ExSP Program.
If you are currently an ExSP Partner managing your customers who are on SEP SBE, you should have received an email notification containing key upgrade details and instructions.
Symantec Endpoint Protection Cloud is our latest generation of endpoint security solutions that boasts a number of enhanced security capabilities. To learn more about our new Symantec Endpoint Protection Cloud solution, please visit: SEP Cloud Product Overview.
Symantec sent our ExSP partners who are currently managing SEP SBE customers a notification email in advance of the upgrade, providing additional information on what to expect. In addition to the notification, Partners can also see messaging from:
You are notified through the SEP SBE console 30 days before your customers are automatically upgraded. In the console are details around upgrade readiness, which help you evaluate whether your devices are “upgrade ready.” Here are the following key upgrade windows:
Upgrading to SEP Cloud from SEP SBE provides numerous benefits to business and IT users. We have focused our efforts on delivering what we believe is a better experience and improved product for our customers. At this time, Symantec is enforcing the upgrade for all our customers. Customers may elect to upgrade early. However, all existing SEP SBE customers are automatically upgraded 30 days from the time you receive the upgrade notification within the product console.
Yes, we have enhanced the PMC to allow Partners to manage both SEP SBE and SEP Cloud with PMC. As part of the upgrade for ExSP partners, Symantec will automatically provision ExSP partners with access to the enhanced PMC. ExSP Partners will not need to purchase PMC to get this enhanced access.
To support current Symantec ExSP Partners who upgrade their customers from SEP SBE to SEP Cloud, we offer bridge pricing for a limited time. Contact your distributor for additional details. Your distributor provides final pricing.
List Price (MSRP) for SEP Cloud is $28 (USD) per year for our Device offering and $38 (USD) per year for our Server offering. Prices may vary by region or if you purchase through your distributor.
For a list of system requirements, you may visit this page for more details.
Both Symantec Endpoint Protection Small Business Edition and SEP Cloud support Windows Server 2008 R2 and later. If you have Windows Server 2008 before R2, we recommend that you upgrade those servers to Windows Server 2008 R2 or later before upgrading. Unsupported operating systems are not automatically upgraded. If you upgrade those operating systems in the future, you can then enroll them into SEP Cloud.
SEP SBE 12.1.x has been placed on EOL status as of May 4, 2015 and reach its end of support life milestone on July 5, 2018. If you currently deploy the SEP SBE 12.1.x version, you must first upgrade to the SEP SBE 2013 version.
Once you have upgraded to SEP SBE, follow the same upgrade process as defined for SEP SBE 2013.
Customers that have signed up to trial SEP SBE but have not converted to a paid license yet, are NOT eligible to upgrade to SEP Cloud.
Yes, to ensure minimum disruption to your business, all your existing policies remain intact and endpoints continue to be protected by Symantec.
We have focused our efforts on delivering what we believe is a better experience and improved product for our customers. At the moment, we do not offer any rollback capability for our customers.
Should you have any questions or concerns regarding the upgrade, please contact your Symantec Distributor, your Symantec Account Manager, or Symantec Partner Support Service at PartnerService@symantec.com.
The upgrade process requires you to review your customer’s upgrade readiness. We have designed an upgrade experience that seeks to reduce the level of effort required by our Partners, and End-Customers to complete the upgrade. You can find an upgrade guide that provides additional details and steps to complete the upgrade here.
There is minimal effect to your existing customers and their endpoints. All the existing policies remain intact and endpoints are protected by Symantec. However, here are a couple of things to keep in mind:
We have provided flexibility for our customers and partners to define whether they prefer a soft or a hard restart. Additionally, the product administrator can configure the time window to allow their end users to postpone the update. End users may be allowed to delay the update for up to 8 hours by their administrators. Once your customers are upgraded to the new console, our getting started wizard guides them through these options.
As part of the pre-notification that you receive, Symantec advises you to review your current SEP SBE customers and determine if any of them should not be upgraded. If so, you may either delete the customers or un-enroll their endpoints to ensure that they are not automatically upgraded and that you are not billed for them. Once the upgrade to SEP Cloud has been completed for your customers, you are able to review your existing customers by logging into the PMC. Post upgrade, you should be able to make quantity adjustments through your authorized Symantec Distributor.
Yes, our ExSP partners may sign up new SEP SBE customers and enroll new endpoints before the upgrade. However, customers with no devices enrolled with SEP SBE are not considered for the upgrade. To ensure that we can capture all your existing customers’ assets and events as part of the upgrade, you may consider delaying new enrollments until the upgrades are completed.
You may still be required to submit a final declaration for SEP SBE during the upgrade period if there are customers who have not yet been upgraded. As you initiate the upgrades to SEP Cloud for your customers, you can refer to the Service Utilization Report available in the PMC today to reflect the appropriate SEP SBE quantities throughout the upgrade period to generate your final declaration report to Symantec.
Once all your customers and their endpoints are upgraded to SEP Cloud, you are no longer be required to submit monthly declarations for SEP Cloud. Your distributor manages invoicing activity based on the number of endpoints that are ordered during the upgrade.
Once the upgrade is completed, you may acquire new or add-on licenses through your Distributor. If you transact through your Distributor’s marketplace, you may log back into your Distributor’s portal to make additional purchases.
Your primary support contact should be your Distributor or Cloud Solution Provider who helped you through this transition and upgrade.
We believe that this transition delivers a more modernized and enhanced experience when you purchase SEP Cloud. This transition also unlocks access to existing products already available through Symantec Security Cloud, as well as access to a number of products we plan to release in the coming year. Other benefits include:
The move to transact through your distributor's cloud marketplace (“Cloud Solution Providers”) provides partners with access to the flexible usage model. Current ExSP partners no longer need to remain in the current ExSP program to receive this benefit. Going forward, current ExSP partners transacting through their distributors cloud marketplaces no longer need to provide self-declaration reports after completing the upgrade. This also applies to traditional distributors who process your upgrades outside of marketplaces.
We provide banner notifications through both the Partner Management Console and SEP SBE console prompting you to review your customers’ upgrade readiness. Here are additional things to keep in mind:
We have redesigned the interface so it reflects a more simplified and modernized experience. We have also introduced new features to provide an enhanced management experience. You can find additional details around the enhancements here.
As part of modernizing the design and simplifying the experience, we have removed a few features that are either outdated or no longer supported:
With the refresh of our agent, we have created a separate license for a device versus a server. Although the same agent protects both an endpoint and a server, we take a snapshot of your current SEP SBE protected endpoints and create individual SEP Cloud device and server entitlements so your endpoints are always protected.
Until the time the upgrade order is complete, both you and your customers continue to have full access to the SEP SBE console. In addition, you can access the SEP Cloud console in read-only mode. After you click the "Upgrade Now" button, instructions appear to let you know not to add or remove devices until the upgrade is complete.
Successful completion of the upgrade relies on your Distributor also providing the upgrade order details back to Symantec. Once Symantec receives and processes the upgrade transaction, you should expect to see the upgrade status reflect in your SEP Cloud console. If you initiate the upgrade during weekend hours, there may be delays in processing the upgrade transaction, as response times may be slower than normal.
Once the upgrade is processed, the SEP Cloud console remains in read-only mode until you refresh your browser or log out and back in. After you upgrade, the console switches to paid mode and you no longer see the review header.
The final action to complete the upgrade will be require a restart on your customer’s device.
Although we have designed an upgrade experience that seeks to reduce the level of effort required by our Partners and End-Customers, customers may notice a slight difference between SEP SBE and SEP Cloud. To avoid any confusion, Symantec may send a notification to SEP SBE end customers to let them know that the upgrade is about to take place. This notification is only sent to end customers if you have elected in the PMC to allow them to receive communications directly from Symantec. Otherwise, Symantec relies on you to notify your end customers that they will be upgraded.
As soon as we schedule the customer account for the upgrade, partners and customers managing these accounts have a 30-day preview window where their SEP Cloud account is available for view-only mode. That enables them to confirm that their groups, users, devices, and policies have been accurately copied over from SEP SBE. Since the SEP SBE account is being used actively during this window, we do not allow operations in our SEP Cloud console to avoid any inconsistencies. Once the customer or partner clicks on ‘Upgrade Now’, Symantec initiates the upgrade order. Upon completion, Symantec switches the SEP Cloud account to become active and allow full functionality.
For your customers who only have an existing SEP Cloud subscription (trial or paid) but no SEP SBE subscription, these customers do not require an upgrade, and the upgrade does not affect them.
For your customers that already have SEP Cloud subscriptions prior to being upgraded, you will be able to continue to manage the devices you enrolled with your paid SEP Cloud subscription. During the preview period, only the SBE assets that are synchronized over to SEP Cloud will be in read-only mode. Once the account is upgraded (no longer in Preview), those assets can be modified.
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