IBM POS machine XP Pro freezes on Shutdown/restart

Hi,

I’ve been trying to upgrade clients on Windows XP Pro SP3 from version 12.1.3 to 12.1.6 and found generally this works okay except for a set of IBM machines as per the model type below.

These are POS/Till machines and the problem is that once the client is upgraded they will hang on shutdown or restart. They get part of the way shutdown i.e. close most of the applications but will generally stop at the background screen and not get any further without a hard reset. Not Ideal.

Client features installed for both versions:

Virus, Spyware and Basic Download Protection

- Advanced Download Protection

- Microsoft Outlook Scanner

- POP3/SMTP Scanner

Proactive Threat Protection

- SONAR Protection

Network Threat Protection

- Intrusion Protection

Event Viewer doesn’t give me anything useful and I can’t find anything in the SEP logs that is useful to troubleshoot either.

Things I have tried:

1. I stopped the PTP and NTP services and was able to reboot the machine okay but when just installing the AV portion it still froze

2. Install same components as an upgrade – freezing issue

3. Cleanwipe and install same components – freezing issue

4. Cleanwipe and just AV – freezing issue

5. Cleanwipe and PTP + NTP without AV – freezing issue

The package works fine on Windows 7 POS machines.

What I am going to try next:

1. Run SymHelp on the machine and see if that generates anything useful to troubleshoot

2. Log a tech call with Symantec

Has anyone else come across this behaviour with the upgrade from 12.1.3 to 12.1.6?

I’m also trying to find a comparison between 12.1.3 and 12.1.6 to be able to say to the customer the benefits of upgrading to 12.1.6 in term of new features and depth of protection.

When checking the SEP12.1.6 OS requirements it says XP Pro SP3 should have "all pacthes applied including IE" and i'm pretty sure they don't, so this could be it but i'm open to other suggestions.

Cheers,

Rob