Symscan service failing or not starting

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Article ID: 170838

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Updated On:

Products

Protection Engine for Cloud Services Protection for SharePoint Servers Protection Engine for NAS

Issue/Introduction

You have just installed Symantec Protection Engine (SPE) 7.9 in a Windows OS with JRE 64 bit but the Symscan service is not starting.

Symscan service failing or not starting after a new installation Symantec Protection Engine (SPE) 7.9 with JRE 64-bit.

Protection engine for NAS service will not start and you see the following in the windows application event logs

 

Faulting application name: symcscan.exe, version: 7.9.0.30, time stamp: 0x58ec9a12

Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000

Exception code: 0xc0000005

Fault offset: 0x0000000000000000

Faulting process id: 0x13c8

Faulting application start time: 0x01d3420c913d9c82

Faulting application path: C:\Program Files\Symantec\Scan Engine\symcscan.exe

Faulting module path: unknown

Report Id: d7e4975a-adff-11e7-80ef-005056854b5e

Faulting package full name:

Faulting package-relative application ID:

Cause

  • Incompatible JAVA version 
  • PATH variable was not updated with the java bin directory

Environment

  • Symantec Protection Engine (SPE) 7.9 on Windows OS

Resolution

  1. Remove any 32-bit or 64-bit versions of Java that are installed
  2. Remove SPE from Programs and Features (Ensure to take screenshots of your settings from the SPE console first; if required and still possible)
    • - REBOOT-
  3. Download and install JRE 8 64-bit from java.com
  4. Ensure that the <Java Install Directory>\bin file path is added to the Windows path environment variable
    1. In the Windows Control Panel go to System and Security > System > Advanced system settings
    2. In the System Properties dialog box on the Advanced tab click the Environment Variables button
    3. Under 'System variables', scroll down and select 'Path' then click the Edit button
    4. Under 'Variable value', scroll to the end of the line and put a colon (;) then the path to the Java bin directory.
      • Example: ;C:\Program Files\Java\jre1.8.0_144\bin
    5. Click Ok to close the dialog boxes, then Apply and OK for the System Properties dialog box
      • - REBOOT-
  5. Add the following registry key in order to use IE 11 64-bit to connect to the console
    • [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer\MAIN] "TabProcGrowth"=dword:00000000
  6. Install SPE 7.9  
    • Please note that you will need to disable any third-party antivirus products that are running on the server on which you plan to install SPE. You can turn on antivirus protection after installation is complete.
  7. When the install completes, verify the SPE service is started.
  8. Add the SPE URL to the Java Site Exception list
    1. Open the Java Control Panel and go to the Security tab
    2. Under Exception Site List, click Edit Site List
    3. In the Exception Site List dialog box, click Add and then put in the URL for the SPE console
      1. Example: 
      2. Ensure to have more than 1 URL added to the list as shown in the example above in separate lines
    4. Click Ok to exit out of the dialog boxes
  9. Open Internet Explorer 11 (has to be the 64-bit version of IE 11) and connect to https://ip_address:8004 to open the SPE console
  10. If still having issues make sure to add your local address to the trusted sites within Internet options in IE
  11. Make sure local firewall is not blocking ports 8004 & 8005