Filereader service on Endpoint server fails to start with "can't find dependent libraries" error

Products

• Data Loss Prevention Enterprise Suite
• Data Loss Prevention
• Data Loss Prevention Endpoint Prevent

Issue/Introduction

Symantec DLP 15.5 Endpoint server, the Filereader is failing to start, and the following error is still seen in the logs.

SEVERE: Got exception while loading log4cxx,Discover: D:\Program Files\Symantec\DataLossPrevention\ServerPlatformCommon\15.5\Protect\lib\native\log4cxx.dll: Can't find dependent libraries
java.lang.UnsatisfiedLinkError: D:\Program Files\Symantec\DataLossPrevention\ServerPlatformCommon\15.5\Protect\lib\native\log4cxx.dll: Can't find dependent libraries

SEVERE: (DETECTION.3) Failed to initialize Detection
java.lang.UnsatisfiedLinkError: C:\Program Files\Symantec\DataLossPrevention\ServerPlatformCommon\15.5\Protect\lib\native\Win32ProcessControl.dll: Can't find dependent libraries

Environment

Release: 15.5

Component: Endpoint Server

Cause

The endpoint log4cxx.dll and Win32ProcessControl.dll DLLs have the following Microsoft Visual C++ dependencies which are msvcp140.dll and vcruntime140.dll. If the version of C++ is later than 14.00.242.15.1 (2015 Update 3) this might prevent the services from starting.

Powershell command to get the file properties of the DLLs. 

Get-Item -Path 'C:\Windows\System32\msvcp140.dll','C:\Windows\System32\vcruntime140.dll' | Format-List FullName,Attributes,Length,VersionInfo -Force

Resolution

Remove the current version of Microsoft Visual C++ 2015 Redistributable and install the older version of Microsoft Visual C++ 2015 Redistributable Update 3.