Interpreting error code pairs that appear in the Protection Engine logs

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Article ID: 177633

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Updated On:

Products

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

Issue/Introduction

 

This article describes the different error codes that appear within the *.log files of Symantec Protection Engine (SPE) 7.9.x .or 8.x.

Resolution

The list below is for use as debugging codes for the Symantec Protection Engine product.
This information is provided as is. No further interpretation of these codes is offered or available within the scope of this document.


With the raw logs of Symantec Protection Engine, scan errors appear in two parts, the Module and the result code. Here are Module / result code combinations that have appeared in support cases to date, along with the string version of the error:  

Module

Result

String

Additional Information

Antivirus

11

 

This error is under investigation

Generic

6

RESULT_FILE_NOT_FOUND

177374

Generic

24

RESULT_UNEXPECTED_EXCEPTION_CAUGHT

152398 

Generic

34

Quarantine configuration is invalid.

163512

Generic

36

Scan did not complete within the timeout period

189716

Decomposer

10

RESULT_MALFORMED_CONTAINER_DELETED

 

Decomposer

17

RESULT_OPEN_CONTAINER_FAILED

  • as SPE scans a file on a UNC share: 157848
  • as SPE scans local file via local instance of ssecls: 177801

Decomposer

24

RESULT_TEMPFILE_ACCESS_FAILED

TECH131852

Decomposer

26

The scanner was unable to allocate new memory (out of memory error)

TECH188868

Decomposer

27

RESULT_SCAN_ENGINE_EXCEPTION

Decomposer

28

A GENERIC error occurred while the decomposer was scanning the file

 

Decomposer

36

RESULT_FILE_SIZE_TOO_LARGE

 

Decomposer

37

The item exceed 2GB in size either as a file or when extracted.

TECH205182

TECH207343

Decomposer

40

RESULT_ALGORITHM_UNSUPPORTED

 

Decomposer

41

unknown algorithm found.

 

Decomposer

42

CREATE_OUTPUT_FILE_FAILED

 

Decomposer

49

compression ratio limit is reached

 

Insight

17

RESULT_INSIGHT_INTERNAL_ERROR

175787

URL List Lookup

8

RESULT_CATEGORY_DOES_NOT_EXIST

177771

 

The following errors do not cite a module. 

Message Interpretation Additional Information

Resource Unavailable

SPE is not able to write to either a memory or disk location
     

 

Please contact support for any of the following:

  • For BROADCOM support to assist with identifying why a given file consistently generates an error, attach the following evidence to a support case:
    - Create a new support case in the BROADCOM support portal
    - In the Description field, cite an example of the full error from the log which shows the specific file
    - In the Description field, include the submission id for the sample file when submitted through SymSubmit
    - Use CSAPI logging to trace through the error behavior. For Windows steps, see 157519. For Linux steps, see 164895.
    - Scan the example file again
    - Revert CSAPI logging changes
    - Attach csapi.log (or whatever file SPE created for CSAPI logging) to the case
    - Attach a .zip or .tar.gz or .tar.bz2 archive containing contents of <Protection Engine install folder> and <Protection Engine install folder>\logs
    - Attach a screenshot showing error that appears in NetApp Filer logs (for RPC protocol) or output from ssecls when scanning the file on demand

    .

 

 

 

 

Additional Information

To re-test a scan with the same file to determine if an issue with scanning a particular file is local to Scan Engine or the machine where Scan Engine is installed:

 

Error in a different logfile?

  • For errors in SymantecProtectionAbortLog.txt, see Additional Information on 198647

Attachments