Error: "4800 - OCR service is busy"

Products

• Data Loss Prevention Enforce
• Data Loss Prevention Sensitive Image Recognition

Issue/Introduction

When using the optical character recognition (OCR) service for Symantec Data Loss Prevention, you see the following error:

4800 - OCR Service is busy

This will usually be followed up with:

4801 - Request failed to connect to OCR server

In FilereaderX.log on the detection server you see the following error:

com.symantec.dlp.ocr.client.exception.OcrServiceBusyException: OcrRequestId: [3cb8d267-4921-4aa7-90b3-e06f5ht45932] Request failed. Status code: 503 Service Unavailable
at com.symantec.dlp.ocr.client.rest.OcrRestClient.getOcrException(OcrRestClient.java:377)
at com.symantec.dlp.ocr.client.rest.OcrRestClient.submitRequest(OcrRestClient.java:288)
at com.symantec.dlp.ocr.client.rest.OcrRestClient.submitRequest(OcrRestClient.java:234)
at com.vontu.messaging.chain.ocr.OcrExecutionTask.call(OcrExecutionTask.java:108)
at com.vontu.messaging.chain.ocr.OcrExecutionTask.call(OcrExecutionTask.java:55)
at java.util.concurrent.FutureTask.run(FutureTask.java:266)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1142)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:617)
at java.lang.Thread.run(Thread.java:748)

Cause

This error is due to a lack of resources. Specifically, this indicates that the OCR Server is busy, and will not accept further connections until it has finished processing the items in the queue.

Resolution

For proper sizing estimations to reduce OCR load, see the following:

• System requirements for OCR Servers
• Using diagnostics for sizing OCR Server deployments(recommended but not obligatory)
• Using the OCR Server Sizing Estimator spreadsheet
• Image Quality and Resolution for OCR results