Feeds

Symantec customers stranded by renewals glitch

Anti-virus protection is so last century

Top 5 reasons to deploy VMware with Tegile

Updated Symantec's integration with Veritas in the UK has run into computer problems, leaving many Symantec customers unable to renew their corporate anti-virus licenses and large numbers of computers unprotected.

An adviser working for PCWorld Business' national licensing department told us the problem is widespread.

"It is affecting loads of our customers - from GPs right through to our government customers," he said.

He said he understood that Symantec shut down its computer systems for a refit - part of its integration with Veritas - but that there had been no backup made. Upon rebooting, he said, more problems surfaced, as well as a backlog of orders and all the new orders that were still coming in.

One GP told El Reg: "We are a small GP practice, with 12 Symantec Antivirus Corporate Edition licences. On 6th October, without prior warning, my server notified me that these licences had expired. But, no problem, as there is a 60 day grace period, and just over 1 week later I ordered 12 renewal licences from my supplier PC World Business (PCWB).

"I am still waiting for delivery of these licences, and large and small companies apparently (according to a very fed up person in the licensing Dept at PCWB) throughout the country are also without both renewal and new Symantec licences."

He was told the same story about a computer upgrade putting a spanner in the works. He was told that the delay has been caused by "Symantec combining the workforces of Veritas and Symantec, and at the same time moving to a new integrated management platform to manage all of their customers".

"The latter appears not to be working," he added drily.

PCWB was keen to stress that it is a Symantec problem and is affecting customers of other resellers too. It also noted that Symantec does offer a 60 day grace period, which is being "widely used".

"Nine out of 10 customers get their renewals within the 60 days, but there are some who don't," he told us.

These customers are left without up to date virus protections.

Back to our GP: "My licence grace period expires in 4 days, and I will then be left without up-to-date anti-virus protection for my business. According to PCWB, several large NHS organisations are in a similar boat. This will clearly place computerised medical records at risk nationally."

Symantec sent us a statement about the GP's situation: "Symantec can confirm that the license certificate for this customer was issued on 27 November. Symantec apologises for any delay that might of occurred and is investigating what may have caused a problem in the customer receiving this renewal." ®

Update

Symantec has sent the additional statement about the wider problems it is experiencing.

"Symantec has identified an issue with a number of new license and maintenance renewal certificates not reaching some channel partners. We are completely focused on resolving this issue as soon as possible and anticipate that everyone still waiting for certificates will receive them by the end of this week.

"In the meantime we are working with channel partners to ensure that the impact on our customers is limited and we have put several processes in place to prevent any similar problems occurring again in the future.”

Internet Security Threat Report 2014

More from The Register

next story
'Kim Kardashian snaps naked selfies with a BLACKBERRY'. *Twitterati gasps*
More alleged private, nude celeb pics appear online
Home Depot ignored staff warnings of security fail laundry list
'Just use cash', former security staffer warns friends
Hackers pop Brazil newspaper to root home routers
Step One: try default passwords. Step Two: Repeat Step One until success
UK.gov lobs another fistful of change at SME infosec nightmares
Senior Lib Dem in 'trying to be relevant' shocker. It's only taxpayers' money, after all
Who.is does the Harlem Shake
Blame it on LOLing XSS terroristas
Snowden, Dotcom, throw bombs into NZ election campaign
Claim of tapped undersea cable refuted by Kiwi PM as Kim claims extradition plot
Freenode IRC users told to change passwords after securo-breach
Miscreants probably got in, you guys know the drill by now
THREE QUARTERS of Android mobes open to web page spy bug
Metasploit module gobbles KitKat SOP slop
BitTorrent's peer-to-peer chat app Bleep goes live as public alpha
A good day for privacy as invisble.im also reveals its approach to untraceable chats
prev story

Whitepapers

Secure remote control for conventional and virtual desktops
Balancing user privacy and privileged access, in accordance with compliance frameworks and legislation. Evaluating any potential remote control choice.
Intelligent flash storage arrays
Tegile Intelligent Storage Arrays with IntelliFlash helps IT boost storage utilization and effciency while delivering unmatched storage savings and performance.
WIN a very cool portable ZX Spectrum
Win a one-off portable Spectrum built by legendary hardware hacker Ben Heck
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Beginner's guide to SSL certificates
De-mystify the technology involved and give you the information you need to make the best decision when considering your online security options.