You are unable to start Protection Engine for NAS service after upgrading from a previous version.

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Article ID: 159017

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Updated On:

Products

Protection Engine for Cloud Services Scan Engine AntiVirus for Caching Protection for SharePoint Servers Protection Engine for NAS

Issue/Introduction

After upgrading Symantec Protection Engine for NAS (SPE), the service will not start.

Error 1053: The service did not respond to the start or control request in a timely fashion.

Cause

There are a couple of reasons this can happen.

- Minimum requirement not met for Java.

- XML file has become corrupt.

- Residual files from previous version causing conflict.

Resolution

First, try resolving the minimum Java requirement.

  • Ensure JRE 7u45 (32bit) or later.
  • Download Java JRE 7u45 (32bit) and install it.
  • Run a repair on the Protection Engine installation.
  • Service should start after repair.

If this does not resolve the issue, then check for the SymantecProtectionEngineAbortLog.txt file in the install directory. Should the file be present, check for errors. If there is a corrupt XML file preventing start up, it will be logged in the abort log. 

If this does not resolve the issue or if the Java version is correct, you will need to follow these steps: 

  • Completely remove the SPE folder (SPE 7.5: Program Files x86, SPE 7.9 and up: Program Files). If the folder itself will not delete, reboot the Server. You will then be able to delete the folder.
  • Install the new version of Protection Engine.
  • Installation should complete successfully and services will start at that time.

 

Applies To

 

SPE 7 on Windows Server 2008 R2

Java JRE 6u35

Symantec Scan Engine (SSE) 7.0.2 was previously installed on the Server .