search cancel

After upgrading Internet Gateway to 8.5, the gateway service periodically stops and does not restart.

book

Article ID: 173595

calendar_today

Updated On:

Products

IT Management Suite

Issue/Introduction

After upgrading Internet Gateway to 8.5 RU1 version (in this case 8.5.3643.0), the gateway service periodically stops and does not restart.

Windows event logs show event 7023 "The Symantec Management Platform Internet Gateway Service terminated with the following error: An exception occurred in the service when handling the control request". 

There was some type of internal 30 minute timer involved within the application.  We see on the settings tab for the gateway Manager that there are some configurable intervals.  Two suspects are status report interval (15 min) and AutoRefresh (30 min).


Note: This issue is still present even after checking a previous known issue reported under TECH251954

Log Name:      Application
Source:        .NET Runtime
Date:          2/6/2019 9:01:09 AM
Event ID:      1026
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      alt93gateway
Description:
Application: InternetGateway.exe
CoreCLR Version: 4.6.27019.6
Description: The process was terminated due to an unhandled exception.
Exception Info: System.Exception: Cannot start socket on 0.0.0.0:443, check that
port is available ---> System.Net.Sockets.SocketException: Only one usage of
each socket address (protocol/network address/port) is normally permitted
   at System.Net.Sockets.Socket.UpdateStatusAfterSocketErrorAndThrowException(SocketError
error, String callerName)
   at System.Net.Sockets.Socket.DoBind(EndPoint endPointSnapshot, SocketAddress
socketAddress)
   at System.Net.Sockets.Socket.Bind(EndPoint localEP)
   at InternetGateway.SslServer.Start()
   --- End of inner exception stack trace ---
   at InternetGateway.SslServer.Start()
   at InternetGateway.Program.StartServer()
   at System.ServiceProcess.ServiceBase.ServiceQueuedMainCallback(Object state)
--- End of stack trace from previous location where exception was thrown ---
   at System.ServiceProcess.ServiceBase.Run(ServiceBase[] services)
   at InternetGateway.Program.Main(String[] args)

Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">;
  <System>
    <Provider Name=".NET Runtime" />
    <EventID Qualifiers="0">1026</EventID>
    <Level>2</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2019-02-06T14:01:09.000000000Z" />
    <EventRecordID>70382</EventRecordID>
    <Channel>Application</Channel>
    <Computer>alt93gateway</Computer>
    <Security />
  </System>
  <EventData>
    <Data>Application: InternetGateway.exe

CoreCLR Version: 4.6.27019.6
Description: The process was terminated due to an unhandled exception.
Exception Info: System.Exception: Cannot start socket on 0.0.0.0:443, check that
port is available ---> System.Net.Sockets.SocketException: Only one usage of
each socket address (protocol/network address/port) is normally permitted
   at
System.Net.Sockets.Socket.UpdateStatusAfterSocketErrorAndThrowException(SocketError
error, String callerName)
   at System.Net.Sockets.Socket.DoBind(EndPoint endPointSnapshot, SocketAddress
socketAddress)
   at System.Net.Sockets.Socket.Bind(EndPoint localEP)
   at InternetGateway.SslServer.Start()
   --- End of inner exception stack trace ---
   at InternetGateway.SslServer.Start()
   at InternetGateway.Program.StartServer()
   at System.ServiceProcess.ServiceBase.ServiceQueuedMainCallback(Object state)
--- End of stack trace from previous location where exception was thrown ---
   at System.ServiceProcess.ServiceBase.Run(ServiceBase[] services)
   at InternetGateway.Program.Main(String[] args)
</Data>
  </EventData>
</Event>

Environment

Gateway 8.5 RU1 version (8.5.3643.0)

Cause

Known issue. The problem is that gateway service is not able to perform service restart gracefully. The restart is triggered by Gateway UI that periodically updates CRLs etc.
If you leave the gateway UI opened, it causes the problem.

Resolution

This issue has been reported to the Symantec Dev team. A fix has been already added to the ITMS 8.5 RU2 release.

The current workaround is to close the gateway UI (don't leave it open for long periods of time).