Content Analysis log displays error messages and the appliance has stopped working

Products

• Mobile App Risk Detection
• Content Analysis Software - CA

Issue/Introduction

The Content Analysis web management console shows "Unknown" in the Name, S/N, IP, Version, and Release fields.

Cause

Content Analysis has stopped ICAP scanning and some of the configured values are now missing. Rebooting sometimes solves the problem, but not always. The following error messages are recorded in the CA log:

avservice[3598]: Unknown,(172.16.168.74) rebooted,Reason: Unknown
avservice[3598]: ERROR    : MTAAccept: Could not ready server
avwatchdog[3135]: ERROR    : ICAP_sender::SendFileViaICAP: Cannot scan file when ICAP and SICAP are disabled
avwatchdog[3135]: ERROR    : ICAP_sender::SendFileViaICAP: Cannot scan file when ICAP and SICAP are disabled
avwatchdog[3135]: ERROR    : avwatchdog: CAS service stopped responding. Restarting ...
avservice[4448]: ERROR    : mkdirs: could not create dir (No such file or directory)
avservice[4448]: ERROR    : ModuleManifest::Load: handling: invalid xml file /kaspersky/manifest.xml:cannot open file
avservice[4448]: ERROR    : IModule: Failed to open manifest for vendor 3

Resolution

This behavior is caused by bug #231311. A firmware upgrade to CA version 1.3.7.1 (or higher) is required. You may need to restore to default in order to resume the service, and then perform an  upgrade to 1.3.7.1. In some cases, the CA can be directly upgraded.