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CCS Data Processing Service (DPS) fails to start on the CCS Manager

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Article ID: 162509

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Updated On:

Products

Control Compliance Suite Control Compliance Suite Standards Module Control Compliance Suite Standards Server

Issue/Introduction

Control Compliance Suite (CCS) Data Processing Service fails to start on the CCS Manager.

While you try to start the 'Symantec Data Processing Service' service, you get a pop up a message stating that the "Service Started and then stopped"

Windows Event Viewer shows the following event/error details-
Could not find ESM Manager service port in configuration file '<Install Dir>:\Program Files (x86)\Symantec\CCS\ESM\config\tcp_port.dat'.
Service cannot be started.
System.ApplicationException: Could not find ESM Manager service port in configuration file '<Install Dir>:\Program Files (x86)\Symantec\CCS\ESM\config\tcp_port.dat'.

Cause

Either the 'tcp_port.dat' file is missing at the following location-
'<Install Dir>:\Program Files (x86)\Symantec\CCS\ESM\config'
or
The following registry key is pointing to an incorrect path for "ESMDirectory" String Value -
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Symantec\ESM\12.5

Resolution

  1. If 'tcp_port.dat' file is missing then perform a repair install of the CCS Manager and it should restore the missing components.
    • If the manager is on the same server as the Application Server, you need to be logged in as the CCS Service Account user to run the repair or you can have problems.  To run a repair go to Control Panel, then Programs -> Programs and Features, then find Symantec Control Compliance Suite <CCS_version_number> and highlight it.  When that is highlighted, at the top of the list click on Uninstall/Change.  When the CCS window pops up and shows the different options, select Repair/Reinstall and then click Next and follow the prompts until it completes.

    • If the manager is on a remote manager, you need to be logged with a user account with administrator privileges to run the repair.  To run a repair go to Control Panel, then Programs -> Programs and Features, then find Symantec Control Compliance Suite <CCS_version_number> and highlight it.  When that is highlighted, at the top of the list click on Uninstall/Change.  When the CCS window pops up and shows the different options, select Repair/Reinstall and then click Next and follow the prompts until it completes.

  2. If the repair does not fix the issue, verify the path of "ESMDirectory" String Value at the following registry key-

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Symantec\ESM\12.5

ESM Directory "String Value" path should be-'<Install Dir>:\Program Files (x86)\Symantec\CCS\Reporting and Analytics\ESM'

  • Once the above steps are performed try restarting the Symantec Data Processing Service service again.
  • It should start normally now.

NOTE:

  • If a repair fails or the registry key is missing.  It is recommended to restore from backup to a known good state. Or if not available or not possible, then uninstall/reinstall the CCS Manager.
  • If this is the CCS Manager on the Application Server make sure to take a backup of the 3 following config files in the <Install Dir>\CCS\Reporting and Analytics\DPS\ folder. As these may be required in order to uninstall/reinstall.
    Blade.WorkerProcess.exe.config
    Blade.WorkerProcess.x64.exe.config
    Symantec.CSM.DPS.exe.config

Additional Information

Note: This generally is caused using the agent only installer to install the standalone agent on the CCS Manager. 

While the full install set installer will prevent the standalone agent from being installed.  The newer agent installs do not have that same check and will install over stop of the Manager, which will update the registry keys.
This will cause a number of issues.