Symantec Endpoint Protection Manager (SEPM) service frequently crashes or Symantec Endpoint Protection (SEP) clients frequently lose connectivity with SEPM.

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Article ID: 177850

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Updated On:

Products

Endpoint Protection

Issue/Introduction



Symptoms
Scm-server-0.log shows that "StartClientTransport" is triggered every day at about 04.00 AM


This can create instability of the SEPM service with out of memory errors in Java heap space and malfunction / crash of the semsrv service.


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2009-08-05 04:01:51.294 GRAVE: ================== StartClientTransport ===================
2009-08-05 04:01:51.325 GRAVE: Schedule is stopped!
2009-08-05 04:01:51.341 GRAVE: Schedule is started!
2009-08-06 04:01:49.724 GRAVE: AgentOnlineStatusTask connect to secars failed: SERVICE NOT AVAILABLE
2009-08-06 04:01:51.271 GRAVE: ================== StartClientTransport ===================
2009-08-06 04:01:51.286 GRAVE: Schedule is stopped!
2009-08-06 04:01:51.302 GRAVE: Schedule is started!
2009-08-07 04:01:46.374 GRAVE: ================== StartClientTransport ===================
2009-08-07 04:01:46.405 GRAVE: Schedule is stopped!
2009-08-07 04:01:46.421 GRAVE: Schedule is started!
2009-08-08 04:01:48.388 GRAVE: AgentOnlineStatusTask connect to secars failed: SERVICE NOT AVAILABLE
2009-08-08 04:01:52.170 GRAVE: ================== StartClientTransport ===================
2009-08-08 04:01:52.185 GRAVE: Schedule is stopped!
2009-08-08 04:01:52.201 GRAVE: Schedule is started!
2009-08-09 00:00:27.324 GRAVE: Unknown Exception in: com.sygate.scm.server.task.ApplicationCollector
java.lang.OutOfMemoryError: Java heap space
2009-08-09 00:00:36.059 GRAVE: Unknown Exception
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Cause

In DefaultAppPool of Windows Server 2003 Small Business Server (SBS), the default recycling period is 4:00am for work processes.

Resolution

Remove any recycling in DefaultAppPool or create a new Application Pool without recycling and associate it to SEP website in IIS.

1. Open 'Internet Services Manager' from Start Menu, Administrative Tools.
2. Expand IIS, where the hostname of the system is seen.
3. Expand 'Application Pools' folder
4. Right-Click on 'DefaultAppPool', choose 'Properties'
5. From the 'Recycling' tab, uncheck any 'Recycle' setting.