Protection engine server hangs until service restart

Products

• Protection Engine for Cloud Services
• Protection Engine for NAS

Issue/Introduction

Symantec Protection Engine (SPE) service randomly hangs. When hung, GUI access & scan requests fail to connect. After restarting the hung service, SPE appears to work normally for a while.

Environment

Symantec Protection Engine (SPE) 7.9.1 is installed.

Resolution

To resolve this issue apply the hotfix (SPE_7.9.1_HF06.zip) contained within this article.

 

To apply the hotfix:

1. Confirm whether the hotfix is already applied.
2. Stop SPE (symcscan) service.
3. Navigate to SPE installation location.
4. Back up servers.jar & symcscan.exe (windows) or symcscan (linux)
5. Replace servers.jar & symcscan/symcscan.exe with the correct SPE installation type (Cloud Service / NAS).
6. Ensure the permissions for the newly copied files are identical to backed-up files.
7. Start the SPE (symcscan) service.

 

To confirm whether the hotfix is already in place on Windows

1. Do one of the following:

• • At the powershell prompt, type:
    (Get-Item -Path 'C:\Program Files\Symantec\Scan Engine\symcscan.exe').VersionInfo | Format-List -Force 
    
    
  • OR, verify in Windows Explorer

1. 1. 1. In Windows Explorer, navigate to C:\Program Files\Symantec\Scan Engine
      2. Right click on symcscan.exe
      3. Click Properties
      4. On the Details tab, examine the File version field
         
         
2. If the file version is 7.9.1.14, the original build of 7.9.1 has not been hotfixed.
3. If the file version is 7.9.1.16, the hotfix build for 7.9.1HF06 is in place.

 

Additional Information

Wrong version? If you have SPE 8.0 and experience service hangs during NTP updates, see:

Title: 174811 - Protection Engine hotfix for scan timeouts, improperly displayed Korean characters and service hangs under specific conditions
URL: https://knowledge.broadcom.com/external/article?articleId=174811