FileReader stuck in starting on Symantec Data Loss Prevention Discover server

Products

• Data Loss Prevention
• Data Loss Prevention Network Discover

Issue/Introduction

FileReader is stuck in a starting state on Symantec Data Loss Prevention (DLP) Discover servers.

Moving the content in the following two folders on the Discover server to a different location and restarting the Symantec DLP Detection Server Service still shows FileReader in a starting status:
\Symantec\DataLossPrevention\DetectionServer\15.8\scan\catalog
\Symantec\DataLossPrevention\DetectionServer\15.8\scan\incremental_index


FileReader0.log shows:
SEVERE: (DETECTION.3) Failed to initialize Detection
com.vontu.util.ProtectRuntimeException: com.vontu.communication.dataflow.ShipmentException: A Messenger receive (pull) action is already registered with data identification: DiscoverControlManager_1_C!
 at com.vontu.discover.control.CommandReceiver.register(CommandReceiver.java:97)
 at com.vontu.discover.control.DataFlowCommunicator.start(DataFlowCommunicator.java:99)
 at com.vontu.discover.DiscoverManagerControl.start(DiscoverManagerControl.java:48)
 at com.vontu.discover.DiscoverManagerPool.start(DiscoverManagerPool.java:138)
 at com.vontu.discover.DiscoverInductor.start(DiscoverInductor.java:242)
 at com.vontu.messaging.induction.InductorPool.start(InductorPool.java:167)
 at com.vontu.messaging.FileReader.start(FileReader.java:469)
 at com.vontu.messaging.FileReaderSetup.initialize(FileReaderSetup.java:105)
 at com.vontu.messaging.FileReader.main(FileReader.java:302)
Caused by: com.vontu.communication.dataflow.ShipmentException: A Messenger receive (pull) action is already registered with data identification: DiscoverControlManager_1_C!
 at com.vontu.communication.dataflow.PullerCollection.addPuller(PullerCollection.java:53)
 at com.vontu.communication.dataflow.PushReceiverFactory.addPuller(PushReceiverFactory.java:46)
 at com.vontu.communication.dataflow.messenger.MessengerImpl.registerMarshallableReceiver(MessengerImpl.java:338)
 at com.vontu.communication.dataflow.messenger.MessengerImpl.registerMarshallableReceiver(MessengerImpl.java:320)
 at com.vontu.discover.control.CommandReceiver.register(CommandReceiver.java:89)
 ... 8 more


SEVERE: File Reader failed to start. Error starting File Reader. com.vontu.communication.dataflow.ShipmentException: A Messenger receive (pull) action is already registered with data identification: DiscoverControlManager_1_C! No incidents will be detected.

Environment

Symantec Data Loss Prevention 15.8

Cause

There are duplicate jar files in "\Symantec\DataLossPrevention\DetectionServer\<DLP-version>\Protect\plugins".

Resolution

1. On the Discover server, navigate to "\Symantec\DataLossPrevention\DetectionServer\15.8\Protect\plugins".
2. Move any duplicate jar files to a different location. 
3. Move the content from "\Symantec\DataLossPrevention\DetectionServer\15.8\scan\catalog" somewhere outside of the install directory. Make sure this directory is empty.
4. Move the content from "\Symantec\DataLossPrevention\DetectionServer\15.8\scan\incremental_index" somewhere outside of the install directory. Make sure this directory is empty.
5. Restart the Symantec DLP Detection Server Service on the Discover server.

Additional Information

A reboot of the Discover server will be needed if you see the error mentioned in KB 175564  in the FileReader0.log after applying the resolution: