Endpoint Protection Manager 14.3 runs out of drive space with HS_ERR_PIDXXXX dump files in ...\tomcat\bin

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Article ID: 195971

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Updated On:

Products

Endpoint Protection

Issue/Introduction

After upgrading Symantec Endpoint Protection Manager (SEPM) to 14.3.558.0000 the SEPM services won't stay started, and HS_ERR_PIDXXXX dump files are created in the <Drive>:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\bin folder.

Errors seen in HS_ERR_PIDxxxx.log contain lines similar to the following:
#  EXCEPTION_ILLEGAL_INSTRUCTION (0xc000001d)  at pc=0x000002313b540a06, pid=10108, tid=7508
#
# JRE version:  (11.0.6+8) (build )
# Java VM: Java HotSpot(TM) 64-Bit Server VM (11.0.6+8-LTS, mixed mode, tiered, compressed oops, g1 gc, windows-amd64)
# Problematic frame:
# v  ~StubRoutines::call_stub
...
---------------  T H R E A D  ---------------

Current thread (0x00000231331a3000):  JavaThread "Unknown thread" [_thread_in_Java, id=7508, stack(0x000000ab7d600000,0x000000ab7d700000)]

Cause

https://bugs.java.com/bugdatabase/view_bug.do?bug_id=JDK-8238596
A regression was introduced between OpenJDK 11.0.6 EA3 and 11.0.6 EA4 that causes the JRE to crash immediately with EXCEPTION_ILLEGAL_INSTRUCTION on [Skylake] CPUs without AVX [enabled].

Resolution

This issue is resolved in Symantec Endpoint Protection 14.3 MP1. For information on how to obtain the latest build of Symantec Endpoint Protection, see Download the latest version of Symantec Endpoint Protection.

For issue confirmation, the same Java crash will reproduce from cmd.exe as admin as follows (example SEPM on D-drive):
d:
cd "Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\jre11\bin"
java.exe -version

To work around this issue in 14.3.558.0000 please do the following:

  1. Right-click Start, then click Run
  2. Type the following and click OK: sysdm.cpl
  3. Click the Advanced tab
  4. Click Environment Variables
  5. In the lower pane marked System variables, click New...
  6. Enter the Variable name: _JAVA_OPTIONS
  7. Enter the Variable value: -XX:UseAVX=0
  8. Click OK on each of the three open windows

To verify the system variable is set as intended, open a new command prompt (existing instances of cmd.exe will not have the new variable) and type: set
The bottom of the output should list:
_JAVA_OPTIONS=-XX:UseAVX=0

Follow the steps for issue confirmation to make sure "java.exe -version" no longer crashes.

Additional Information

This issue may also impact attempts to reinstall the SEPM, or run the Upgrade Wizard, or Management Server Configuration Wizard in 14.3.558.0000.

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