SPE logs Generic/6 scan errors while trying to scan files across a network path or drives

Products

• Protection Engine for Cloud Services
• Protection Engine for NAS

Issue/Introduction

Multiple errors in the application log on the Symantec Protection Engine/Scan Engine server while attempting scans on files across network path or drives.

Symptoms
Symantec Scan Engine reports error "result id=6" or "result id=24" while trying to access files across a network path or drives. The Scan Engine has encountered a scan error
Date/time of event = date-time
Event Severity Level = Error
Scanner = Generic
Result ID = 6
File name =\\\

The Scan Engine has encountered a scan error
Date/time of event = date-time Event
Severity Level = Error
Scanner = Decomposer
Result ID = 24
File name =\\\

NOTE: Keep in mind that if Windows logging is not enabled on Symantec Scan Engine, the Symantec Scan Engine log file must be checked to confirm if these errors are logged.

Cause

One possible reason for these scan errors is that client machines have drives mapped on the storage device that is being scanned by Symantec Endpoint Protection (SEP) and at the same time have network scanning enabled.

Resolution

Use the sysinternals tool Process Monitor to record a log for another instance of Generic / 6 error. Examine this .PML log to determine why the file is missing at the time SPE attempts to scan it.

Additional Information

In the Symantec Endpoint Protection Manager (SEPM), under the Auto-Protect policy options, disable "Scan files on remote computers" checkbox under Network Settings.
If this is an unmanaged client, uncheck this option Client UI > Change Settings > Virus and Spyware Protection Settings > Auto-Protect > Scan Files on remote computers.

If using any other Anti-Virus software, refer to their respective vendor's manual.