File Reader in Starting Mode - Content Extraction Host Does not Start Properly

Products

• Data Loss Prevention Enforce
• Data Loss Prevention

Issue/Introduction

After an upgrade of the Enforce Server, the File Reader process on a Detection server will not start properly, resulting in status Starting mode. 

Checking the FileReader0.log you can find the following error :

INFO: ContentExtraction failure windows set to: 30000ms for successes and 120000ms for failures
12-Oct-2014 13:20:23 com.vontu.detection.policy.PolicyManager start
INFO: Waiting for policies... If this process waits for policies for long, please check MonitorController.log for policy publishing errors in MonitorController.
12-Oct-2014 13:20:27 com.vontu.detection.PolicyIncidentLimiter$ResetLimiter run
INFO: (DETECTION.401) The Policy Incident limiter has been reset and all previously disabled Policies have been enabled. The limits will reset again in 24 hour(s) 0 ms

Content Extraction seems to do not start properly even if you can see it in the Task Manager (ceh.exe)

On the Enforcer checking the MonitorController0.log you can find the following error after the connection with the Detection server has been establish :

SEVERE: Failed to notify observer com.vontu.monitor.communication.configset.dataflow.ShipmentErrorHandler@73e566e9
com.vontu.model.ConnectionException: java.sql.SQLException: Closed Connection

 

Cause

The cause of the problem seem to be due to the SymantecDLPDetectionServerController service which is responsible for the connection with the Detection server via File Reader service.

Resolution

The solution to this problem was to stop in proper order all the SymantecDLP services in the Enforce and start them again.