Troubleshooting tasks submitted to Data Loss Prevention (DLP) Agents expiring

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Article ID: 159851

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Updated On:

Products

Data Loss Prevention Enforce

Issue/Introduction

When the Enforce Server pushes large policy updates to an Endpoint Server to which eight-thousand or more agents are connected, troubleshooting tasks sent to the agents connected to that Endpoint Server expire.

This issue occurs because high load conditions (like processing updates for a large policy) cause Endpoint Servers to take more time to process updates. During the processing interval, the Endpoint Server cannot process additional agent configuration updates or tasks submitted by the Enforce Server within the default ten minute time frame.

Queued tasks expire if the Endpoint Server cannot process tasks within the default time frame.

Resolution

Increase the default expiration time globally or for a specific task type.

To increase the default expiration time:

  1. Locate the Manager.properties file in the following folder: "<installation_directory>\Protect\config\"
  2. Locate the #com.vontu.manager.troubleshootingTask.expiryInterval.secs = 30 value (Value is in Seconds).
  3. Delete the # sign to enable the configuration line
  4. Update the number value to accommodate required processing time. 
  5. Restart the VontuManager [SymantecDLPManager] Service on the Enforce server to enable your changes.