Symantec Endpoint Protection clients intermittently show offline in the Symantec Endpoint Protection Manager

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Article ID: 155727

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Updated On:

Products

Endpoint Protection

Issue/Introduction

The status of Symantec Endpoint Protection (SEP) clients switches between "online" and "offline" in the Symantec Endpoint Protection Manager (SEPM) intermittently. SEPM Replication may also fail.

 The following error can be seen in the SEPM's err.log:

01/09 09:01:19. *** ERROR *** Assertion failed: 200114[sem5] (11.0.1.2472)
Can't find values for row ee263:1d in index 'I_SEM_COMPLIANCE_LOG_IDX_PLUS'

 The following error can be seen in the SEPM's scm-server0.log and/or scm-server1.log:

java.sql.SQLException: [Sybase][ODBC Driver][SQL Anywhere]Unable to find in
index 'I_SEM_AGENT_COMPUTER_ID_PLUS' for table 'SEM_AGENT'
at ianywhere.ml.jdbcodbc.jdbc3.IIPreparedStatement.executeUpdate(Native Method)
at ianywhere.ml.jdbcodbc.jdbc3.IPreparedStatement.executeUpdate(IPreparedStatement.java:299)
at org.apache.tomcat.dbcp.dbcp.DelegatingPreparedStatement.executeUpdate(DelegatingPreparedStatement.java:105)
at org.apache.tomcat.dbcp.dbcp.DelegatingPreparedStatement.executeUpdate(DelegatingPreparedStatement.java:105)
at com.sygate.scm.server.statereader.sep.StateHandler.process(StateHandler.java:581)
at com.sygate.scm.server.statereader.sep.StateHandler.process(StateHandler.java:142)
at com.sygate.scm.server.statereader.StateHandlerWorker.processStateData(StateHandlerDispatcher.java:307)
at com.sygate.scm.server.statereader.StateHandlerWorker.run(StateHandlerDispatcher.java:259)
at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(ThreadPoolExecutor.java:886)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:908)
at java.lang.Thread.run(Thread.java:662)

 

Cause

This problem happens when one of the SQL database indexes used by the SEPM to increase SQL query efficiency is not present. The missing index is called I_SEM_COMPLIANCE_LOG_IDX_PLUS. This generally happens when a SEPM SQL database is restored from an older backup that doesn't contain this index.

Resolution

This problem was fixed in Symantec Endpoint Protection (SEP) 12.1 Release Update 1 Maintenance Patch 2 (RU1 MP1). For more information on downloading the latest version of SEP, see Obtaining the latest version of Symantec Endpoint Protection or Symantec Network Access Control.