Error "Failed to Connect Scan Manager" in the UI when attempting to start a Network Discover scan.

Products

• Data Loss Prevention Network Discover
• Data Loss Prevention
• Data Loss Prevention Enforce

Issue/Introduction

Attempting to start a Network Discover scan target results in RSOD with RSOD - "Failed to Contact Scan Manager".

FileReader logs may show errors as follows:

SEVERE: Failed to process state machine inputs
java.lang.RuntimeException: Unable to create folder F:\Vontu\Protect\temp\Crawler\148\898

MonitorController0.log (on Enforce) may show following:

Unexpected error occurred while sending CommandInstruction_C updates to network_discover_btn01:filereader.
Shipment task has exceeded maximum idle time of 300,000 milliseconds.

Resolution

In this case, the "Symantec DLP Detection Server Controller Service" (old Vontu MonitorController service) on Enforce had just been restarted prior to attempting to initiate the scan.

When that occurs, all policies are resent to Detection Servers, which must reload them prior to being able to commence scanning. When the 'Start' button is pushed for the scan, these servers had not received their policy updates and were therefore unable to load conditions required for scan to begin.