Endpoint Protection Manager stops working until service restart

Products

• Endpoint Protection

Issue/Introduction

Symantec Endpoint Protection Manager (SEPM) stops working or hangs at login until you restart the SEPM service.  Content LiveUpdate updates/publishing may be the first task to stop working.

Environment

Release: 14.3 RU2, RU3, RU4

Cause

Deadlock or timeout situation on the database.

 

What is Read Committed Snapshot ?

The idea behind read Committed Snapshot Isolation is the following: instead of locking a record during the reading phase with a Shared Lock, SQL Server will transparently return you the old committed record version from the Version Store. The Version Store is stored in TempDB.

 

Resolution

This issue is fixed in Symantec Endpoint Protection Manager (SEPM) 14.3.6.0 (RU6). For information on how to obtain the latest build of SEP, see Download Symantec software, tools, and patches.

Note:  The issue which has been fixed here is only with symptômes above , you might see some deadlocks and some other unexpected errors which requires still to enable the  below settings in addition to upgrade to 14.3 RU6 later:

1. Take a backup of SEPM Database
2. Stop all SEPM Services
3. Open SQL Server Management Studio and run the following query.  Replace sepmdbname with the name of your SEPM Database.

ALTER DATABASE <sepmdbname> SET READ_COMMITTED_SNAPSHOT on WITH ROLLBACK IMMEDIATE

4. Start all SEPM services

Also add the following to the conf.properties file (C:\Program Files (x86)\Symantec\Symantec Endpoint Protection Manager\tomcat\etc\conf.properties), to prevent this setting from being changed on upgrade.

scm.upgrade.disable.database.snapshot=false

NOTE: Read-Committed Snapshot cannot be enabled directly on a database that is already mirrored. The mirror must be broken, Read-Committed Snapshot enabled, and the mirror reinstated.

Additional Information

ESCRT-7381