Too many requests for full.zip in Endpoint Protection Manager 14

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Article ID: 170528

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Updated On:

Products

Endpoint Protection

Issue/Introduction

You receive an alert from your Symantec Endpoint Protection Manager (SEPM) for too many requests for full.zip. You find out that this was caused by the failure to create one or more delta files, e.g. C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\Inetpub\content\TempCache\{67F66706-F04B-4432-9947-F8354949D2A6}\170920021\xdelta170920021_To_170921020.dax (for SEPC Virus R Definitions SDS Win64 (x64) 14.0 content). ContentMergeTask-0.log shows an "Xdelta Error: 5" and "Win32 Error: Win32Error (5): Access is denied." for the related .dat.diff file. The logs may show a couple of other content merge failed errors as well, which result in 0 KB delta or full.zip getting created in TEMPCACHE folder.

[15816] Error: Cannot merge patches for file :C:\Users\semsrv\AppData\Local\Temp\SymDelta_7092\xdelta170920021_To_170921020.dax.tmp\\TCSCAN8.DAT.DIFF. Xdelta Error: 5 Command line: "\\?\D:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\bin\Xdelta64\xdelta3.exe"  merge "C:\Users\semsrv\AppData\Local\Temp\SymDelta_7092\xdelta170920021_To_170921020.dax_MERGE_.tmp\2_xdelta170921004_To_170921016.dax.tmp\TCSCAN8.DAT.DIFF" "C:\Users\semsrv\AppData\Local\Temp\SymDelta_7092\xdelta170920021_To_1709210 20.dax.tmp\\TCSCAN8.DAT.DIFF"
Win32 Error: Win32Error (5): Access is denied.

ContentMergeTask-0.log

Cause

This issue is typically caused by low resource (memory, disk space, CPU) conditions. For example, the SEPM may only have 4% of its available 8 GB RAM or very low disk space available when this issue occurs.

Environment

SEPM 14 (any version)

Resolution

While you may find that rebooting the SEPM reduces its RAM usage to 50% or less of the total amount of RAM and temporarily resolves the issue, it will be necessary to ensure sufficient disk space is available, as well as to increase (by 1 GB increments, until the issue no longer occurs) the amount of RAM on a permanent basis. If you doubled the amount of RAM and the issue continues to occur, by way of test also double the amount of CPU cores available to the system. If the issue continues to persist in spite of the increase in system resources, please contact Symantec for further support.