• Monitor, maintain, and troubleshoot an Endpoint Protection environment.
• Upgrade the Endpoint Protection environment.
• Use best practices when troubleshooting and remediating a virus outbreak.
• Automate functionality with Rest APIs and integrate Endpoint Protection with 3rd party applications

Module 1: Troubleshooting Techniques and Tools

• Use a systematic approach for problem solving.
• Describe Symantec and third-party troubleshooting tools and how they are used.
• Know which SEPM and SEP client logs to research when troubleshooting specific issues.
• Use the Symantec Knowledge Base and interact with Symantec Technical Support.

Module 2: Troubleshooting the Console

• Describe the components that make up the Endpoint Protection Manager.
• Describe SEPM services and their roles.
• Troubleshoot problems related to the SEPM services that prevent you from logging onto the console.
• Describe the database configuration and connection methods.
• Configure email to enable an administrator to reset passwords and know where to check administrator permissions.

Module 3: Installation and Migration Issues

• Troubleshoot and resolve a failed Endpoint Protection Manager installation.
• Troubleshoot and resolve a failed Endpoint Protection for Windows client install.
• Troubleshoot and resolve a failed Endpoint Protection for Mac client install.
• Troubleshoot and resolve a failed Endpoint Protection for Linux client install.

Module 4: Client Communication Issues

• Identify the interactions between the client and the SEPM.
• Identify heartbeat process.
• Locate and configure debug logs for client communication issues.
• Describe communications issues from the client perspective.
• Identify Linux and Mac communication issues.

Module 5: Content Distribution Issues

• Troubleshoot and resolve LiveUpdate issues on the SEPM and client.
• Troubleshoot and resolve issues between a client and management server.
• Troubleshoot and resolve issues from clients who retrieve updates from a Group Update Provider.

Module 6: Extending the SEP infrastructure

• Describe how data is transferred during replication and know which replication logs are affected.
• Automate functionality with Rest APIs.
• Integrate Endpoint Protection with third party applications.

Module 7: Responding to a Security Incident

• Identify and examine useful SEPM reports for incident response.
• Learn the best approach for handling a virus outbreak.
• Identify and submit false positives to Symantec

Module 8: Performance Issues

• Assess SEP performance using sizing and scalability recommendations.
• Optimize performance for the SEPM.
• Optimize performance for the SEP client.
• Utilities and other resources.
• Case studies

This course assumes that students have attended Endpoint Protection 14.2 Configure and Protect or have relevant experience maintaining a SEP environment, including basic troubleshooting.